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Assessing Mainland Chinese Tourists' Satisfaction with Hong Kong Using Tourist Satisfaction Index

Song, Haiyan, Li, Gang, van der Veen, Robert and Chen, Jason L. (2011) Assessing Mainland Chinese Tourists' Satisfaction with Hong Kong Using Tourist Satisfaction Index International Journal of Tourism Research, 13 (1). pp. 82-96.

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Abstract

The purpose of this study is to test a two-step tourist satisfaction index framework empirically. The first step estimates sectoral-level satisfaction indexes based on a structural equation model, and the second obtains an overall tourist satisfaction index by conducting second-order confirmatory factor analysis. This study is a pilot test of the theoretical framework based on three tourism-related service sectors in Hong Kong. The results indicate that mainland Chinese tourists are most satisfied with the hotel sector in Hong Kong, followed by the retail sector, and least satisfied with local tour operators. The aggregate tourist satisfaction index is 74.04 out of 100. The results of this study have important practical implications for long-term destination management.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
AuthorsEmailORCID
Song, HaiyanUNSPECIFIEDUNSPECIFIED
Li, Gangg.li@surrey.ac.ukUNSPECIFIED
van der Veen, RobertUNSPECIFIEDUNSPECIFIED
Chen, Jason L.l.chen@surrey.ac.ukUNSPECIFIED
Date : January 2011
Funders : The Hong Kong Polytechnic University
Identification Number : 10.1002/jtr.801
Projects : Grant No.: 1BB61
Additional Information : This is the peer reviewed version of the following article: Song, Haiyan, Li, Gang, van der Veen, Robert and Chen, Jason L. (2011) Assessing Mainland Chinese Tourists' Satisfaction with Hong Kong Using Tourist Satisfaction Index International Journal of Tourism Research, 13 (1). pp. 82-96, which has been published in final form at http://dx.doi.org/10.1002/jtr.801. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.
Depositing User : Li Chen
Date Deposited : 02 Dec 2015 19:01
Last Modified : 02 Dec 2015 19:01
URI: http://epubs.surrey.ac.uk/id/eprint/792089

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