Open AccessAntecedents and consequence of customer satisfaction and dissatisfaction: A study of tourism services
Author(s) -
Bich Huy Hai Bui,
Lien Thi Ngoc Vo,
Thuy Ngoc Pham
Publication year - 2014
Publication title -
khoa học công nghệ
Language(s) - English
Resource type - Journals
ISSN - 1859-0128
DOI - 10.32508/stdj.v17i2.1335
Subject(s) - customer satisfaction , word of mouth , tourism , psychology , marketing , consumer satisfaction , service (business) , sample (material) , service recovery , business , service quality , advertising , social psychology , political science , law , chemistry , chromatography
Many recent studies have focused on satisfaction as one of key concepts in consumer behavior while dissatisfaction has received a much lesser attention. In services where failure is inevitable, customer satisfaction and dissatisfaction may be interwoven along the service buying/ using process. This study examines simultaneously the effect of four service attributes on customer satisfaction and dissatisfaction which lead to the word-of-mouth effect. SEM analysis based on a sample of 382 customers of package tour service reveals that staff attitude and failure recovery have positive effects on satisfaction, but not on dissatisfaction. Then, satisfaction, but not dissatisfaction has a positive impact on word-of-mouth. A negative correlation has also been found between satisfaction and dissatisfaction. Discussions and implications are presented along these statistical results.