An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: A case study of backpacker tourists and the Scottish Youth Hostels Association

Tourism Management

Volumn 27, Issue 3, 2006, Pages 525-532

  Nash, Robert ^a   Thyne, Maree ^a   Davies, Sylvie ^a  

^a ROBERT GORDON UNIVERSITY   (United Kingdom)

Author keywords

Backpackers; Importance; Satisfaction; Scotland

Indexed keywords

CONSUMPTION BEHAVIOR; SURVEY; TOURISM;

EID: 32044458169     PISSN: None     EISSN: 02615177     Source Type: Journal    
DOI: 10.1016/j.tourman.2005.01.001     Document Type: Article

References (35)

1. D.T. Botteril Dissatisfaction with a construction of satisfaction Annals of Tourism Research 14 1987 139-140
2. T.Y. Choi R. Chu Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry International Journal of Hospitality Management 20 2001 277-297
3. J. Elliottt Tourism, politics and public sector management 1997 Routledge London
4. T. Elsrud Risk creation in travelling: Backpacker adventure narration Annals of Tourism Research 28 3 2001 597-617
5. English Tourism Council. (2002). Backpack to the future. http://www.englishtourism.org.uk.
6. T. Firth N. Hing Backpacker hostels and their guests: Attitudes and behaviours relating to sustainable tourism Tourism Management 20 1999 251-254
7. Giese, J.L., & Cote, J.A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, [Online] 00 (01) Available: http://www.amsreview.org/amsrev/theory/giese01-00.html.
8. C. Gronroos Service quality: The six criteria of good perceived service quality Review of Business 1988 11-14
9. Highlands and Islands Enterprise. (2000). Profiles of holidaymakers staying in hostels in the Highlands and Islands. Inverness: Highlands and Islands Enterprise.
10. N. Johns A. Howard Customer expectations versus perceptions of service performance in the food service industry International Journal of Service Industry Management 9 3 1998 248-265
11. Keeley, P. (1995). The international backpacker market in Britain. Insight, B1-15.
12. Keeley, P. (2001). The backpacker market in Britain. Insight, 12, B53-66.
13. B.J. Knutson Frequent travellers: Make them hay and bring them back The Cornell Hotel and Restaurant Administration Quarterly 29 1 1988 83-87
14. H. Lee Y. Lee D. Yoo The determinants of perceived service quality and its relationship with satisfaction Journal of Services Marketing 14 3 2000 217-231
15. L. Leuthesser C.S. Kohli K.R. Harich Analysis of Halo effect in marketing of household products European Journal of Marketing 29 4 1995 57-66
16. T. Lockyer Business guests' accommodation selection: The view from both sides International Journal of Contemporary Hospitality Management 14 6 2002 294-300
17. L. Loker-Murphy P. Pearce Young budget travellers: Backpackers in Australia Annals of Tourism Research 22 4 1995 819-843
18. L. Moutinho Consumer behaviour in tourism European Journal of Marketing 21 1987 1-44
19. J. Nunnally Psychometric theory 2nd ed. 1978 McGraw-Hill New York
20. H. Oh Service quality, customer satisfaction, and customer value: A holistic perspective International Journal of Hospitality Management 18 1999 67-82
21. R.L. Oliver Satisfaction: A behavioural perceptive on the consumer 1997 McGraw-Hill Singapore
22. R.A. Peterson A meta-analysis of conbach's coefficient alpha Journal of Consumer Research 21 3 1994 381-391
23. A. Reichel O. Lowengart A. Milman Rural tourism in Israel: Service quality and orientation Tourism Management 21 5 2000 451-459
24. Y. Reisinger F. Mavondo Determinants of youth travel markets; perceptions of tourism destinations Tourism Analysis 7 2002 55-66
25. J. Robson Independent travel Tourism Trendspotter 3 3 2000 12-15
26. C. Ryan A. Mohsin Backpackers attitudes to the 'Outback' Annals of Tourism Research 10 1 2001 69-91
27. R. Scheyvens Backpacker tourism and third world development Annals of Tourism Research 29 1 2002 144-164
28. Scottish Youth Hostels Association Annual report and financial statements 2002 2003 SYHA Stirling
29. J. Seekings The youth travel market Travel and Tourism Analyst 5 1998 1998
30. N. Tsang H. Qu Service quality in China's hotel industry: A perspective from tourists and hotel managers International Journal of Contemporary Hospitality Management 12 5 2000 316-326
31. L.C. Ueltschy M. Laroche R.D. Tamila P. Yannopoulos Cross-cultural invariance of measures of satisfaction and service quality Journal of Business Research 5739 2002 1-12
32. N. Uriely Y. Yonay D. Simchai Backpacking experiences: A type and form analysis Annals of Tourism Research 29 2 2002 520-538
33. VisitScotland. (1999). The growth, development and future prospects for the hostel market in Scotland. Edinburgh: VisitScotland.
34. P.A. Weaver H.C. Oh Do American business travellers have different hotel service requirements? International Journal of Contemporary Hospitality Management 5 3 1993 16-21
35. K. Westerhausen J. Macbeth Backpackers and empowered local communities: natural allies in the struggle for sustainability and local control? Tourism Geographies 5 1 2003 71-86