Satisfaction and Its Relationship with Loyalty in Ecotourism: A Study in Costa Rica
Abstract
Within ecotourism, the service can be improved with proper planning, achieving greater satisfaction and return of tourists, benefiting the destination and the community with higher income and employment. The objectives of this study were a) to analyze the relationships between tourists’ general satisfaction and loyalty, and b) to analyze the influence that the service aspects exert on the satisfaction and return of tourists. The study was conducted in Costa Rica, a Central American country with great ecological wealth for ecotourism. Three hundred ten questionnaires were filled out in the Arenal National Park and the Caño Negro National Wildlife Refuge. Spearman's statistical method of correlation was used for data analysis. As main results, the aspects of the service had a significant and positive influence on the satisfaction and return intentions of tourists. The aspects that most influenced general satisfaction were accessibility and infrastructure, tranquility, gastronomic quality, and the human treatment received. While the aspects that most influenced the return intentions were the tourist information and signage, the gastronomic quality, the accessibility of the infrastructure, and the equipment and facilities of the restaurant. The findings will serve to develop sustainable plans in protected areas and to improve service in ecotourism.
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[27] Emir, O. and Kozak, M. 2011. Perceived importance of attributes on hotel guests' repeat visit intentions. Turizam: međunarodni znanstveno-stručni časopis, 59(2): 131-143. Available at: file:///C:/Users/USER/Downloads/131_143_Paper01_Pages_from_125_240_Tourism_2011_02en_crop.pdf
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[31] Geva, A. and Goldman, A. 1991. Satisfaction measurement in guided tours. Annals of Tourism Research, 18: 177–185. DOI: https://doi.org/10.1016/0160-7383(91)90002-S
[32] Hornback, K.E. and Eagles, P.F.J. 1999. Guidelines for public use measurement and reporting at parks and protected areas. Gland, Switzerland and Cambridge, UK, IUCN.
[33] Howat, G. and Crilley, G. 2007. Customer service quality, satisfaction, and operational performance: A proposed model for Australian public aquatic centres. Annals of Leisure Research, 10(2): 168-195. DOI: https://doi.org/10.1080/11745398.2007.9686760
[34] Hvenegaard, GT 2002. Uso de tipologías turísticas para la investigación del ecoturismo. Revista de Ecoturismo, 1(1): 7-18. DOI: https://doi.org/10.1080/14724040208668109
[35] Hwang, S. N., Lee, C. and Chen, H. J. 2005. The relationship among tourists' involvement, place attachment and interpretation satisfaction in Taiwan's national parks. Tourism Management. 26(2): 143–156. DOI:https://doi.org/10.1016/j.tourman.2003.11.006
[36] Jang, S. S. and Feng, R. 2007. Temporal destination revisit intention: The effects of novelty seeking and satisfaction. Tourism Management, 28(2): 580-590. DOI: https://doi.org/10.1016/j.tourman.2006.04.024
[37] Keaveney, S. M. 1995. Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2): 71–82. DOI: https://doi.org/10.1177/002224299505900206
[38] Kozak, M. 2001. Repeaters' behavior at two distinct destinations. Annals of Tourism Research, 28(3): 784-807. DOI: https://doi.org/10.1016/S0160-7383(00)00078-5
[39] Kozak, M. and Rimmington, M. 2000. Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38(3): 260–269. DOI: https://doi.org/10.1177/004728750003800308
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[41] Lounsbury, J. W. and Hoopes, L. L. 1985. An investigation of factors associated with vacation satisfaction. Journal of Leisure Research, 17(1): 1-13. DOI: https://doi.org/10.1080/00222216.1985.11969610
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[45] Petrick, J. F. 2004. Are loyal visitors desired visitors?. Tourism Management, 25(4): 463-470. DOI:https://doi.org/10.1016/S0261-5177(03)00116-X
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Published
2021-06-06
How to Cite
CARVACHE-FRANCO, Mauricio et al.
Satisfaction and Its Relationship with Loyalty in Ecotourism: A Study in Costa Rica.
Journal of Environmental Management and Tourism, [S.l.], v. 12, n. 3, p. 787-796, june 2021.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/6121>. Date accessed: 22 dec. 2024.
doi: https://doi.org/10.14505//jemt.12.3(51).18.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.