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Title: Determining satisfaction of international tourist: A different approach
Authors: Martín Hernández, Juan Carlos 
Saayman, Melville
du Plessis, Engelina
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Service Quality
Consumer Satisfaction
Behavioral Intentions
Product Performance
Destination, et al
Issue Date: 2019
Journal: Journal of Hospitality and Tourism Management 
Abstract: This paper contributes to the discourse on how to determine tourist satisfaction. The aim therefore is to analyze to what extent international tourists visiting South Africa are satisfied by using fuzzy numbers. The measurement of satisfaction with tourist destinations (DSAT) is based on a fuzzy multi-criteria decision-making (F-MCDM) model that evaluates DSAT according to a number of different segments based on gender, age, and mother tongue. We find empirical evidence for DSAT differences between the segments considered in the analysis. Results show that females are more satisfied than males; tourists between 56 and 65 years old are the most satisfied, while millennials younger than 35 are the least satisfied; English mother-tongue speakers are more satisfied than other tourists. Our findings have clear implications for DMOs' managers regarding the design of marketing campaigns for South African destinations, especially for those segments analyzed in the study. Proposals for future research will also be outlined.
ISSN: 1447-6770
DOI: 10.1016/j.jhtm.2019.04.005
Source: Journal Of Hospitality And Tourism Management[ISSN 1447-6770],v. 40, p. 1-10
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