Satisfaction or Quality Comes First: An Empirical Analysis

    Authors

    K. Kim;D. E. Severt

    Comments

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    Abbreviated Journal Title

    J. Travel Tour. Mark.

    Keywords

    Entertainment; satisfaction; quality; future behavior; attendees; SERVICE QUALITY; CONSUMER SATISFACTION; BEHAVIORAL INTENTIONS; DESTINATION LOYALTY; MOTIVATION; MODEL; ATTRIBUTES; EXTENSION; EVENTS; Hospitality, Leisure, Sport & Tourism

    Abstract

    This article assesses and compares two different models that include (a) the relationships of quality dimensions with satisfaction and associated intended future behavior and (b) the relationships of satisfaction with quality dimensions and associated intended future behavior for visitors who attended entertainment events/shows at two venues. A structural analysis of 8,446 responses provided by the Charlotte Regional Visitors Authority in Charlotte, North Carolina, suggests that both models are statistically acceptable and some significant relationships are found among satisfaction, three quality dimensions (the entertainment show offered, the services associated with the venue, and the treatment by staff), and intended future behavior. A brief comparison of the two models is discussed in terms of the structural relationships, the strengths, and the values of goodness-of-fit indices. The findings may contribute to the conceptual development of the existing literature as one of the first few works to study satisfaction, quality, and future behavior intentions in the entertainment and event area. The article ends by providing practical facilitation of related managerial directions in the entertainment industry and suggests directions for future research.

    Journal Title

    Journal of Travel & Tourism Marketing

    Volume

    28

    Issue/Number

    1

    Publication Date

    1-1-2011

    Document Type

    Article

    Language

    English

    First Page

    81

    Last Page

    96

    WOS Identifier

    WOS:000287033300006

    ISSN

    1054-8408

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