The Determinants of Customer Satisfaction in Emergent Tourist Destinations: A Strategic Investigation in South Central Italy

18 Pages Posted: 6 Aug 2011

See all articles by Angelo A Camillo, PhD

Angelo A Camillo, PhD

Sonoma State University - School of Business and Economics

Antonio Minguzzi

Università degli Studi del Molise

Angelo Presenza

Universita' Degli Studi Del MOlise

Date Written: August 5, 2011

Abstract

Scholars have made valuable contributions to the body of knowledge in the field of tourism; thus tourist satisfaction continues to be a topic of great interest. This paper investigates strategically the determinants of tourist satisfaction in three emerging tourism destinations of South Central Italy. The study applies qualitative and quantitative methods and introduces an empirical model for evaluating the factors affecting expectation and satisfaction of the tourist. The results show that efficiency of pedestrian traffic, parking, cleanliness, access to heritage sites, competence of operators, and staff knowledge are major determinants of tourist’s satisfaction. The study contributes to the body of knowledge and benefits strategic marketers and managers of emerging tourism destinations.

Keywords: Tourist satisfaction, tourism management, strategic management, strategic marketing, destination management

Suggested Citation

Camillo, Angelo A. and Minguzzi, Antonio and Presenza, Angelo, The Determinants of Customer Satisfaction in Emergent Tourist Destinations: A Strategic Investigation in South Central Italy (August 5, 2011). Available at SSRN: https://ssrn.com/abstract=1861390 or http://dx.doi.org/10.2139/ssrn.1861390

Angelo A. Camillo (Contact Author)

Sonoma State University - School of Business and Economics ( email )

1801 East Cotati Ave.
Rohnert Park, CA 94928
United States
+17076642910 (Phone)

HOME PAGE: http://web.sonoma.edu/sbe/

Antonio Minguzzi

Università degli Studi del Molise

Via De Sanctis
Campobasso, Campobasso (CB) 86100
Italy

Angelo Presenza

Universita' Degli Studi Del MOlise ( email )

Via Duca Degli Abruzzi
Termoli, Campobasso 86039
Italy

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