Application of The Extended European Customer Satisfaction Index to Evaluate Tourist Loyalty
The study applies the extended European Customer Satisfaction Index (ECSI) model and emphasis the quality of the relationships and their relevance to domestic tourist loyalty. A survey questionnaire is designed consisting of measurement of domestic’s tourist loyalty gathered mainly from previous r...
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| Format: | Article |
| Language: | English |
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AfricaJournals
2022-09-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
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| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_3_11_4_1334-1349.pdf |
| Summary: | The study applies the extended European Customer Satisfaction Index (ECSI) model and emphasis the quality of
the relationships and their relevance to domestic tourist loyalty. A survey questionnaire is designed consisting of
measurement of domestic’s tourist loyalty gathered mainly from previous related studies. Data are collected
through a direct survey of 572 domestic tourists. The major findings revealed that the extension ECSI model with
destination image and trust constructs has a comprehensive explanation of tourist loyalty. Future research should
compare the differences between domestic and international tourists to better predict and understand tourist
loyalty. The research examines the suitability of the ECSI model in tourism destinations that are so scarce. The
current study addresses these shortcomings by examining tourist loyalty which inserts destination image, and trust
constructs as potential predictors of tourist loyalty. |
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| ISSN: | 2223-814X |