Alternate Measurement Approaches to Recreational Customer Satisfaction

Satisfaction-Only Versus Gap Scores

Datos Bibliográficos

ID11216331
AutoresRobert C Burns (0000-0002-5049-215X, University of Florida, autor de correspondencia), Alan R Graefe (Pennsylvania State University), James D Absher (Pacific Southwest Research Station)
Año2003
Volumen25
Número4
Páginas363-380
Fecha de publicación2003-10-01
Peer ReviewedSí
Open AccessNo
TipoARTICLE
RevistaLeisure Sciences (JOURNAL)
Identificadores de la revistaISSN: 0149-0400 • E-ISSN: 1521-0588
EditorialInforma UK Limited (PUBLISHER • GB)
DOI10.1080/714044496
OpenAlexW2162662138
IdiomaEN
Citas recibidas24
Referencias citadas15

This study blends service quality and importance-performance methodologies to extend previous research beyond traditional customer service domains. The study examined water-based recreationists' importance and satisfaction ratings across a battery of 19 individual attributes within four domains relevant to outdoor recreation satisfaction (facilities, services, information, and recreation experience). Both the satisfaction-only item scores and gap scores (difference between importance and satisfaction level) were analyzed to determine their relationship within their respective satisfaction domain and with overall satisfaction. The satisfaction-only measures were found to be significantly better indicators than the gap scores of domain-level and overall satisfaction. The items were found to be stronger predictors within the four satisfaction domains than within the overall satisfaction model

Business · Customer satisfaction · Leisure satisfaction · Political science · Quality (philosophy · Recreation · Service (business · Service quality · Applied Psychology · Customer Service Quality and Loyalty · Diverse Aspects of Tourism Research · Marketing · Psychology · Recreation, Leisure, Wilderness Management · Social Psychology