The Bhutan tourist satisfaction index Online publication date: Wed, 31-Mar-2021
by Karma Lhendup
International Journal of Leisure and Tourism Marketing (IJLTM), Vol. 7, No. 2, 2021
Abstract: This paper develops an index, which is a single measure based on tourists' perspective for evaluating service attributes that will serve as a summative overall measure of tourist satisfaction in light of the 'new customer satisfaction index for evaluating transit service quality' propounded by Eboli and Mazzulla (2009). Precisely, both new indexes, heterogeneous tourist satisfaction index (HTSI) derived from heterogeneous customer satisfaction index (HCSI) and conventional index, tourist satisfaction index (TSI) derived from customer satisfaction index (CSI) are computed using eight service attributes and their corresponding importance scores. The data has been collected using a structured questionnaire from 3,062 international and regional tourists who visited Bhutan in 2017 covering all seasons. The indexes so computed would be useful both to destination managers and marketers of Bhutan as a broad framework for performance evaluation and reporting, and in particular to the Tourism Council of Bhutan for sound tourism policy formulations.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Leisure and Tourism Marketing (IJLTM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook