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The Effect of Experience Quality on Perceived Value, Satisfaction, Image and Behavioral Intention of Water Park Patrons: New versus Repeat Visitors
Author(s) -
Jin Naehyun Paul,
Lee Sangmook,
Lee Hyuckgi
Publication year - 2015
Publication title -
international journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.155
H-Index - 58
eISSN - 1522-1970
pISSN - 1099-2340
DOI - 10.1002/jtr.1968
Subject(s) - tourism , customer satisfaction , marketing , psychology , perception , value (mathematics) , consumer satisfaction , conceptual model , affect (linguistics) , quality (philosophy) , theme park , conceptual framework , destination image , business , advertising , social psychology , geography , sociology , destinations , mathematics , computer science , statistics , social science , communication , database , neuroscience , philosophy , archaeology , epistemology
This study proposed a conceptual model to examine how customers' perceptions of the quality of experiences influence perceived value, water park image, customer satisfaction and behavioral intentions for first‐time and repeat customers of the water park of the tourism industry. This study finds that the quality of participants' experiences significantly affects perceived value, water park image and customer satisfaction. Moreover, perceived value and water park image exert a direct influence on customer satisfaction, and they also positively affect behavioral intentions. Finally, the impacts on customer satisfaction of experience quality and water park image significantly differ between first‐time and repeat customers. Copyright © 2013 John Wiley & Sons, Ltd.