Title: Analysis of InterRailers satisfaction regarding tourism services and activities in Italy, Greece and Croatia

Authors: Carolina Dinis Fernandes; Manuela Sarmento

Addresses: Universidade Lusíada de Lisboa, Address: Rua da Junqueira, 188-198, 1349-001 Lisboa, Portugal ' Sciences of Economics and Management, Universidade Lusíada de Lisboa, Rua da Junqueira, 188-198, 1349-001 Lisboa, Portugal

Abstract: Tourists are often confronted with a large quantity and variety of services and activities, aimed to satisfy their every quest and dream of knowing new places and people of different backgrounds. This research analyses backpacking with the objective of defining and comparing the satisfaction of InterRailers concerning the quality of services offered in Italy, Greece and Croatia. For the purpose of this investigation, two scientific methods of observation were used: direct observation and inductive natural quantitative exploration. This study was based on 70 enquiries and ten interviews done on InterRailers travelling between the dates of the 4th December 2009 and the 13th March 2010, respectively. The application of descriptive and multivariate statistics allowed us to extract diverse conclusions to our study, being important to emphasise that there are substantial differences in InterRailers satisfaction.

Keywords: tourism services; customer satisfaction; tourist services; quality of service; QoS; backpacking; InterRail; Italy; Greece; Croatia; rail travel; railways; trains.

DOI: 10.1504/WREMSD.2013.052356

World Review of Entrepreneurship, Management and Sustainable Development, 2013 Vol.9 No.2, pp.152 - 165

Published online: 20 Feb 2013 *

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