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Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index
Author(s) -
Song Haiyan,
Li Gang,
van der Veen Robert,
Chen Jason L.
Publication year - 2010
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.801
Subject(s) - tourism , index (typography) , confirmatory factor analysis , marketing , mainland china , mainland , structural equation modeling , business , test (biology) , service (business) , customer satisfaction , advertising , geography , statistics , china , mathematics , computer science , paleontology , archaeology , world wide web , biology
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. Copyright © 2010 John Wiley & Sons, Ltd.