The objective of this research was to provide empirical evidence that satisfaction with travel and tourism services is the result of satisfaction during various stages of the tourism experience. The Leiper model of the tourism system was used as the theoretical underpinning from which a structural model was generated and analyzed. Data were collected via self-reported measure from Virginians who had recently traveled. LISREL-8 was used with the Maximum Likelihood Method of Estimation. The findings indicated that tourists' level of satisfaction or dissatisfaction during various stages of travel affect their overall satisfaction with travel and tourism services.
Almanza, J., and L. Lin (1994). "Use of the Service Attribute Matrix to Measure Consumer Satisfaction." Hospitality Research Journal, 17 (2): 63-74.
2.
Andaleeb, S.S., and C. Conway (2006). "Customer Satisfaction in the Restaurant Industry: An Examination of the Transaction-Specific Model." Journal of Services Marketing, 20 (1): 3-9.
3.
Anderson, J.C., and D.W. Gerbing (1988). "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach." Psychological Bulletin , 103 (3): 411-423.
4.
Anderson, E.W., C. Fornell, and D.R. Lehmann (1994). "Customer Satisfaction, Market Share, and Profitability ." Journal of Marketing, 58 (July): 53-66.
5.
Bagozzi, R.P., and L.W. Phillips (1982). "Representing and Testing Organizational Theories: A Holistic Construal." Administrative Science Quarterly, 27:459-489.
6.
Barsky, J.D., and R. Labagh (1992). "A Strategy for Customer Satisfaction." Cornell Hotel and Restaurant Administration Quarterly, 33 (October): 32-40.
7.
Barsky, J.D. (1992). "Customer Satisfaction in the Hotel Industry: Meaning and Measurement." Hospitality Research Journal, 16 (1): 51-73.
8.
Bartlett, P., and A.E. Einert (1992). "Analysis of the Design Function of an Adult Softball Complex in a New Public Recreation Park." Journal of Park and Recreation Administration, 10 (1): 71-81.
9.
Bentler, P.M., and D.G. Bonet (1980). "Significance Test and Goodness of Fit in the Analysis of Covariance Structures." Psychological Bulletin , 88:591-606.
10.
Bentler, P.M. (1983). "Some Contributions to Efficient Statistics in Structural Models: Specification and Estimation of Moment Structures." Psychometrika, 48:493-517.
Berkman, H.W., and C. Gilson (1986). Consumer Behavior Concepts and Strategies (3rd ed.). Boston: Kent.
13.
Bojonic, D.C., and L.D. Rosen (1994). "Measuring Service Quality in Restaurants: An Application of the SERVQUAL Instrument." Hospitality Research Journal, 18 (1): 3-14.
14.
Boulding, W., A. Kalra, R. Staelin, and V.A. Zeithaml (1993). "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions." Journal of Marketing Research, 30 (February): 7-27.
15.
Byrne, B.M. (1989). A Primer of LISREL: Basic Applications and Programming for Confirmatory Factor Analysis Models. New York: Springer-Verlag.
16.
Byrne, B.M. (1998). Structural Equation Modeling with LISREL, PRELIS and SIMPLIS. Mahwah, NJ: Lawrence Erlbaum.
17.
Cadotte, E.T., R.B. Woodruff and R.L. Jenkins (1987). "Expectations and Norms in Models of Consumer Satisfaction." Journal of Marketing Research, 24:305-314.
18.
Chon, K. (1989). "Understanding Recreational Travelers' Motivation, Attitude and Satisfaction." Tourist Review, 44 (1): 3-7.
19.
Cronin, J.J., and S.A. Taylor (1992). "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing, 56 (3): 55-68.
20.
Davis, M.M., and T. Vollmann (1990). "A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation." Journal of Services Marketing, 4 (1): 61-69.
21.
Dillman, D.A. (1978). Mail and Telephone Surveys: The Total Design Method . New York: John Wiley & Sons .
22.
Dube, L., L.M. Renaghan, and J.M. Miller (1994). "Measuring Customer Satisfaction for Strategic Management." Cornell Hotel and Restaurant Administration Quarterly , 35 (February): 30-47.
23.
Fisk, R.P., and C.E. Young (1985). "Disconfirmation of Equity Expectations: Effects on Consumer Satisfaction with Services." In Advances in Consumer Research, edited by E. Hirschman and H. Holbrook.Provo, UT: Association for Consumer Research.
24.
Fornell, C., and D.F. Larcker (1981). "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error." Journal of Marketing Research , 18 (February): 39-50.
25.
Fracken, D.A., and W.F. Van Raaij (1981). "Satisfaction with Leisure Time Activities." Journal of Leisure Research, 13 (4): 337-352.
26.
Geva, A., and A. Goldman (1991). "Duality in Consumer Post-Purchase Attitude." Journal of Economic Psychology, 12:141-164.
27.
Gursoy, D., K.W. McCleary, and L.R. Lepsito (2007). "Propensity to Complain: Affects of Personality and Behavioral Factors." Journal of Hospitality & Tourism Research, 31 (3): 358-386.
28.
Gursoy, D., K.W. McCleary, and L.R. Lepsito (2003). "Segmenting Dissatisfied Restaurant Customers Based on Their Complaining Response Styles." Journal of Food Service Business Research, 6 (1): 25-44.
29.
Gunn, C. (1988). Tourism Planning. New York : Taylor and Francis.
30.
Hattie, J. (1985). "Methodology Review: Assessing Uni-dimensionality of Tests and Items." Applied Psychological Measurement, 9:139-164.
31.
Heskett, J.L., E.W. Sasser and L.A. Schlesinger (1997). The Service Profit Chain . New York: Free Press.
32.
Hoelter, J.W. (1983). "Factorial Invariance and Self-Esteem: Reassessing Race and Sex Differences." Social Forces, 61 (3): 835-846.
33.
Hu, L., and P.M. Bentler (1995). "Evaluating Model Fit." In Structural Equation Modeling: Concepts: Issues and Applications, edited by R. Hoyle.Thousand Oaks, CA: Sage.
34.
Joreskog, K.G., and D. Sorbom (1989). LISREL 7: User's Reference Guide. Chicago: Scientific Software.
35.
--- ( 1993). LISREL VIII Mauual. Mooresville, IN : Scientific Software.
36.
Joreskog, K.G. (1971). "Simultaneous Factor Analysis in Several Populations ." Psychometrika, 36:409-426.
37.
Joreskog, K.G. (1993). "Testing Structural Equation Models." In Testing Structural Equation Models, edited by K. A. Bollen and J. S. Long.Newbury Park, CA: Sage , pp. 294-316.
38.
Karatepe, O.M. (2006). "Customer Complaints and Organizational Responses: The Effects of Complainants' Perceptions of Justice on Satisfaction and Loyalty ." Interactional Journal of Hospitality Management, 25:69-90.
39.
Kozak, M., and M. Rimmington (2000). "Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination." Journal of Travel Research , 38 (3): 260-269.
40.
LaTour, S.A., and N.C. Peat (1979). "Conceptual and Methodological Issues in Consumer Satisfaction Research." In Advances in Consumer Research, edited by L. W. William.Ann Arbor, MI: Association of Consumer Research, pp. 431-437.
41.
Leiper, N. (1990). "Tourist Attraction Systems." Annals of Tourism Research, 17 (3): 367-384.
42.
Leiss, W. (1979). The Limits to Satisfaction. Toronto, Canada: University of Toronto Press.
43.
Mactavish, J.B., K.J. MacKay, Y. Iwasaki and D. Betteridge (2007). "Family Caregivers of Individuals with Intellectual Disability: Perspectives of Life Quality and the Role of Vacations." Journal of Leisure Research, 39 (1): 127-156.
44.
Marsh, J., R.B. John and P. Roderick (1988). "Goodness-of-Fit Indexes in Confirmatory Factor Analysis: The Effects of Sample Size." Psychological Bulletin , 103:391-410.
45.
McCarthy, P.A. (1980). "A Study of the Importance of Generalized Attributes in Shopping Centre Behavior." Environment and Planning, 12:1269-1286.
46.
McDonald, R.P. (1981). "The Dimensionality of Tests and Items." British Journal of Mathematical and Statistical Psychology, 34:100-117.
47.
Mercer, D. (1971). "The Role of Perception in the Recreational Experience: A Review and Discussion." Journal of Leisure Research, 3:261-276.
48.
Mulaik, S.A., L.R. James, J.V. Alstine, N. Bennett, S. Lind, and C.D. Stilwell (1989). "Evaluation of Goodness-of-Fit Indices for Structural Equation Models." Psychological Bulletin, 10:430-445.
49.
Neal, J.D., M.J. Sirgy, and M. Uysal (1999). "The Role of Satisfaction with Leisure Travel/Tourism Services and Experiences in Satisfaction with Leisure Life and Overall Life ." Journal of Business Research, 44 (3): 153-164.
50.
Oliver, R.L. (1980). "A Cognitive Model for the Antecedents and Consequences of Satisfaction Decisions." Journal of Marketing Research , 27 (4): 460-469.
51.
Oliver, R.L., and J.E. Swan (1989). "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach." Journal of Marketing, 53 (2): 21-35.
52.
Pizam, A., and T. Ellis (1999). "Customer Satisfaction and Its Measurement in Hospitality Enterprises." International Journal of Contemporary Hospitality Management, 11 (7): 326-339.
53.
Pizam, A., and A. Milman (1993). "Social Impacts of Tourism: Host Perceptions." Annals of Tourism Research, 20 (4): 650-665.
54.
Saleh, F., and C. Ryan (1991). "Analyzing Service Quality in the Hospitality Industry using the SERVQUAL Model." Service Industries Journal , 11 (3): 324-345.
55.
Sethi, V., and W. King (1994). "Development of Measures to Assess the Extent to Which an Information Technology Application Provides Competitive Advantage ." Management Science, 40:1601-1624.
56.
Sirgy, M.J., A. Michalos, A. Ferriss, R. Easterlin, D. Patrick and W. Pavot (2006). "The Quality-of-Life (QOL) Research Movement: Past, Present, and Future." Social Indicators Research, 76 (3): 343-466.
57.
Smith, S. (1993). "The Tourist Product." Annals of Tourism Research, 21 (3): 582-595.
58.
Tse, D.K., and P.C. Wilton (1988). "Models of Consumer Satisfaction Formation, an Extension." Journal of Marketing Research, 25:204-212.
59.
Vaske, J., M.P. Donnelly, and B.N. Williamson (1991). "Monitoring for Quality Control in State Park Management." Journal of Park and Recreation Administration, 9 (2): 59-72.
60.
Vavra, T.G. (1997). Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. Milwaukee, WI: ASQ Quality.
61.
Wakefield, J.C., A.F.M. Smith, A. Racine-Poon, and A.E. Gelfand (1994). "Bayesian Analysis of Linear and Non-Linear Population Models by Using the Gibbs Sampler." Applied Statistics, 43 (1): 201-221.
62.
Yi, Y.K. (1990). "A Critical Review of Consumer Satisfaction." In Review of Marketing, edited by V. Zeithaml.Chicago: American Marketing Association, pp. 68-23.
63.
Yoon, Y., and M. Uysal (2005). "An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model." Tourism Management, 26 (1): 45-56.
