Title: Determinant factors of tourist satisfaction in Arbaminch City and its vicinity, Southern Ethiopia
Authors: Damene Bogale; Amare Wondirad
Addresses: Department of Tourism and Hotel Management, Arbaminch University, Arbaminch, Ethiopia ' Sol International Hospitality Management (SIHOM), Sol International School, Woosong University, 171 Dongdaejeon-ro, Dong-gu, Daejeon 34606, South Korea
Abstract: In the light of increasing destination competitiveness and fastchanging consumer taste, ensuring tourist satisfaction becomes indispensable. This research examines determinant factors of tourist satisfaction, as a function of expectation and perception, in Arbaminch city and its surroundings by employing a quantitative research approach. Importance-Performance Analysis (IPA), paired and independent samples t-test and multiple regression inform the study. Findings of paired-samples t-test reveal 9-satisfying, 8-indifferent, and 6-dissatisfying attributes while regression outcomes evidence a discernible relationship between the various destination attributes and overall tourist satisfaction. Accordingly, in the context of Arbaminch and its vicinity, the hospitality of service staff, environmental quality, weather conditions, tourism facilities, and service standards, price, as well as safety and security, significantly determine tourist satisfaction. Research findings offer both theoretical and practical implications for key tourism stakeholders including destination planners, policymakers, marketing organizations, and private tourism and hospitality enterprises. Limitations and future research directions are also discussed.
Keywords: Arbaminch; destination attributes; destination competitiveness; emerging destinations; IPA; Southern Ethiopia; tourist expectation; tourist perception; tourism stakeholders; tourist satisfaction.
International Journal of Tourism Policy, 2019 Vol.9 No.4, pp.320 - 348
Received: 21 Mar 2019
Accepted: 21 Oct 2019
Published online: 27 Feb 2020 *