文章基本信息

标题：Tourist Satisfaction Index for Tourism Destination, Integrating Social Media Engagement into the European Customer Satisfaction Index: A Conceptual Paper
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作者：Md.Ashraful Azam Khan ; Haslinda Hashim
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2020
卷号：10
期号：9
页码：72-90
DOI：10.6007/IJARBSS/v10-i9/7519
语种：English
出版社：Human Resource Management Academic Research Society
摘要：The rapid development and adoption of social media technology has revolutionized the tourism business environment. Engagement through social media for mutual interactions practised by both customers and the businesses is substantially evident in destination tourism. The existing debate on the impact of social media engagement on consumer behaviour is inconclusive with mixed findings, thereby suggesting the need for further research. This paper integrates tourist engagement through social media into the European consumer satisfaction index to propose a destination tourist satisfaction index that can examine the tourist satisfaction and loyalty intention towards tourism destinations. The implication of this paper is to assist tourism marketers by providing a robust and comprehensive spectrum to examine tourist satisfaction and loyalty behaviour.