Factors Affecting Tourist Satisfaction and Its Consequences

Abstract

Tourist satisfaction is the key factor of successfulness in tourist industry. This is extremely important to clarify which dimensions affect the satisfaction in tourist industry. Also, consequences of tourists’ satisfaction and dissatisfaction should be studied to provide adequate knowledge for decision makers in this sector. This study tries to identify and present a model which expresses the factors affecting tourist satisfaction and explains consequences of the satisfaction. Consequently, a review on the existing literature was conducted by our study and a model was presented including six variables and eight causal hypotheses. The study identified destination image, tourist expectation, and perceived value as influential factors on satisfaction. Also, the study found that satisfaction decreases the tourist complaints which finally end in loyalty.