The factor structure of tourist satisfaction at pilgrimage destinations: The case of medjugorje

International Journal of Tourism Research

Volumn 15, Issue 5, 2013, Pages 484-494

  Krešić, Damir ^a   Mikulić, Josip ^b   Miličević, Katarina ^a  

^a INSTITUTE FOR TOURISM   (Croatia)

^b UNIVERSITY OF ZAGREB   (Croatia)

Author keywords

Asymmetric effects; Medjugorje; Moderated regression; Pilgrimage destination; Three factor theory; Tourist satisfaction

Indexed keywords

REGRESSION ANALYSIS; TOURIST ATTRACTION; TOURIST DESTINATION;

BOSNIA AND HERZEGOVINA; MEDJUGORJE;

EID: 84880822338     PISSN: 10992340     EISSN: 15221970     Source Type: Journal    
DOI: 10.1002/jtr.1891     Document Type: Article

References (51)

1. Alegre J, Garau J. 2010. Tourist satisfaction and dissatisfaction. Annals of Tourism Research 37(1): 52-73.
2. Alegre J, Garau J. 2011. The factor structure of tourist satisfaction at sun and sand destinations. Journal of Travel Research 50(1): 78-86.
3. Andriotis K. 2009. Sacred site experience: a phenomenological study. Annals of Tourism Research 36(1): 64-84.
4. Baker D, Crompton J. 2000. Quality, satisfaction and behavioral intentions. Annals of Tourism Research 27(3): 785-804.
5. Bax M. 1990. Patronage in a holy place: preliminary research notes on a 'parallel structure' in a Yugoslav pilgrimage centre. Ethnos: Journal of Anthropology 55(1-2): 41-55.
6. Brandt RD. 1987. A procedure for identifying value-enhancing service components using customer satisfaction survey data. In Add Value to Your Service: the Key to Success, Suprenant CF (ed). American Marketing Association: Chicago; 61-64.
7. Brayley RE. 2010. Managing sacred sites for tourism: a case study of visitor facilities in Palmyra, New York. Tourism 58(3): 289-300.
8. Cohen E. 1992. Pilgrimage centers: concentric and excentric. Annals of Tourism Research 19(1): 33-50.
9. Collins-Kreiner N. 2010. Researching pilgrimage: continuity and transformations. Annals of Tourism Research 37(2): 440-456.
10. Danaher PJ, Arweiler N. 1996. Customer satisfaction in the tourist industry: a case study of visitors to New Zealand. Journal of Travel Research 34(1): 89-93.
11. Digance J. 2003. Pilgrimage at contested sites. Annals of Tourism Research 30(1): 143-159.
12. Fleischer A. 2000. The tourist behind the pilgrim in the Holy Land. International Journal of Hospitality Management 19(3): 311-326.
13. Fuchs M, Weiermair K. 2003. New perspectives on satisfaction research. Tourism Review 58(3): 6-14.
14. Fuchs M, Weiermair K. 2004. Destination benchmarking: an indicator-system's potential for exploring guest satisfaction. Journal of Travel Research 42(3): 212-225.
15. Füller J, Matzler K. 2008. Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups. Tourism Management 28(1): 116-126.
16. Füller J, Matzler K, Faullant R. 2006. Asymmetric effects in customer satisfaction. Annals of Tourism Research 33(4): 1159-1163.
17. Griffiths M. 2011. Those who come to pray and those who come to look: interactions between visitors and congregations. Journal of Heritage Tourism 6(1): 63-72.
18. Hitrec T. 1990. Religious tourism: development-characteristics-perspectives. Acta Turistica 2(1): 9-49.
19. Jurkovich JM, Gesler WM. 1997. Medjugorje: finding peace at the heart of conflict. Geographical Review 87(4): 447-467.
20. Kaelber L. 2006. From medieval pilgrimage to the postmodern virtual tour. In Tourism, Religion and Spiritual Journeys, Timothy DJ, Olsen DH (eds). Routledge: New York; 49-63.
21. Kano N, Seraku N, Takahashi F, Tsuji S. 1984. Attractive quality and must-be quality. Hinshitsu (Quality, The Journal of the Japanese Society for Quality Control) 14(2): 39-48.
22. Kozak M. 2001. Repeaters' behavior at two distinct destinations. Annals of Tourism Research 28(3): 784-807.
23. Kozak M. 2003. Measuring tourist satisfaction with multiple destination attributes. Tourism Analysis 7: 229-269.
24. Lin SP, Yang CL, Chan YH, Sheu C. 2010. Refining Kano's 'quality attributes-satisfaction' model: a moderated regression approach. International Journal of Production Economics 126(2): 255-263.
25. Lo Presti O, Petrillo CS. 2010. Co-management of religious heritage: an Italian case-study. Tourism 58(3): 301-311.
26. Martilla JA, James JC. 1977. Importance-performance analysis. Journal of Marketing 41(1): 77-79.
27. Mazanec J, Schmidhauser HP. 1985. Monitoring behavioural changes through national guest surveys: Swiss and Austrian experience. Editions AIEST 26: 57-76.
28. Mikulić J, Prebežac D. 2008. Prioritizing improvement of service attributes using impact range-performance analysis and impact-asymmetry analysis. Managing Service Quality 18(6): 559-576.
29. Mikulić J, Prebežac D. 2011a. A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality 21(1): 46-66.
30. Mikulić J, Prebežac D. 2011b. Evaluating hotel animation programs at Mediterranean sun and sea resorts: an impact-asymmetry analysis. Tourism Management 32(3): 688-696.
31. Mikulić J, Prebežac D. 2011c. Rethinking the importance grid as a research tool for quality managers. Total Quality Management and Business Excellence 22(9): 993-1006.
32. Mikulić J, Prebežac D. 2012a. Accounting for dynamics in attribute-importance and for competitor performance to enhance reliability of BPNN-based importance-performance analysis. Expert Systems with Applications 39(5): 5144-5153.
33. Mikulić J, Prebežac D. 2012b. Using dummy regression to explore asymmetric effects in tourist satisfaction: a cautionary note. Tourism Management 33(3): 713-716.
34. Nolan ML, Nolan S. 1992. Religious sites as tourism attractions in Europe. Annals of Tourism Research 19(1):68-78.
35. Pawitra TA, Tan KC. 2003. Tourist satisfaction in Singapore - a perspective from Indonesian tourists. Managing Service Quality 13(5): 399-411.
36. Pfaffenberg B. 1983. Serious pilgrims and frivolous tourists the chimera of tourism in the pilgrimages of Sri Lanka. Annals of Tourism Research 10(1): 57-74.
37. Reader I. 2007. Pilgrimage growth in the modern world: meanings and implications. Religion 37: 210-229.
38. Shackley M. 2001. Managing Sacred Sites. Thomson Learning: London.
39. Shackley M. 2008. Management challenges for religion-based attractions. In Managing Visitor Attractions: New Directions, Fyall A, Leask A, Garrod B, Wanhill S (eds). Butterworth Heinemann: Oxford; 253-263.
40. Shih Shuo Y, Ryan C, Liu G. 2009. Taoism, temples and tourists: the case of Mazu pilgrimage tourism. Tourism Management 30(4): 581-588.
41. Singh S. 2006. Secular pilgrimages and sacred tourism in the Indian Himalayas. GeoJournal 64: 215-223.
42. Singh S. 2008. Destination development dilemma - case of Manali in Himachal Himalaya. Tourism Management 29(6): 1152-1156.
43. Skrbiš Z. 2007. From migrants to pilgrim tourists: diasporic imagining and visits to Medjugorje. Journal of Ethnic and Migration Studies 33(2): 313-329
44. Sridhar G, Ravindranath M, Murthy GN. 2008. Pilgrim satisfaction of religious event. Interscience Management Review 1(1): 1-10.
45. Tan KC, Pawitra TA. 2001. Integrating SERVQUAL and Kano's model into QFD for service excellence development. Managing Service Quality 11(6): 418-430.
46. Theilmann JM. 1987. Medieval pilgrims and the origins of tourism. Popular Culture 20(4): 93-102.
47. Timothy DJ, Olsen DH. 2006. Tourism, Religion and Spirituality. Routledge: New York.
48. Vavra TG. 1997. Improving Your Measurement of Customer Satisfaction: a Guide to Creating, Conducting, Analyzing and Reporting Customer Satisfaction Measurement Program. ASQC Quality Press: Milwaukee, WI.
49. Vukonić B. 1992. Medjugorje's religion and tourism connection. Annals of Tourism Research 19(1): 79-91.
50. Weidenfeld A. 2006. Religious needs in the hospitality industry. Tourism and Hospitality Research 6(2): 143-159.
51. Yoon Y, Uysal M. 2005. An examination of the effects of motivation and satisfaction on destination loyalty: a structural model. Tourism Management 26(1): 45-56.