Customer Satisfaction and Behavioral Intentions: The Case of Aruba-- Small Island Nation

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Hospitality Review, ISSN: 0739-7011, Vol: 31, Issue: 4, Page: 8

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Cao, Yang; DiPietro, Robin; Kock, Gerald
Small island nation; Aruba; tour operators; customer satisfaction; behavioral intentions; Business Administration, Management, and Operations; Food and Beverage Management; Food Science; Gaming and Casino Operations Management; Hospitality Administration and Management; Recreation, Parks and Tourism Administration; Tourism; Tourism and Travel
article description
Tourism studies related to small island destinations have become a research stream amongst many academics in recent years. The current study investigates tourist satisfaction related to a tour operator on the island of Aruba that specializes in jeep and bus tours. As there is an increased expenditure pattern for these types of activities, companies are looking for ways to improve customer satisfaction and behavioral intentions. Results indicate that tourists are generally satisfied with the tour company; however a difference in satisfaction ratings was obtained for respondents 61 years old or above. Four factors were extracted from tourists’ satisfaction attributes and three of these factors, including the overall tour value, tour guide, and sound systems used during these tours, were found to be strong predictors of behavioral intentions measured by the likelihood to rebook and the likelihood to recommend the tour company to family and friends. Operational and marketing strategies were suggested based on the findings of the study.