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1860797027982508032
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INTELEK Repository
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Online Access
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https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072
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2024-10-04 15:51
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Restricted Document
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11099
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UniSZA
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1. Bhargava, M., 2009. Tourism: issues and perspectives. New Delhi, India: Raj Publications. 2. Cruz, Z.L., 2006. Principles of tourism (revised ed.). Manila: Rex Book Store Inc. 3. Malaysia Tourism Report Q2. 2010. Business Monitor International Ltd., April, London. 4. WTTC The impact of travel and tourism on jobs and economy, 2002. Malaysia. World Travel and Tourism Available from World Wide Web: http:// www.wttc.org/ research/economic-impact- research/country-reports/malaysia. 5. Mintell. 2011. Country Report No.2, Asia Pacific May 2011. London: Mintell International Group Ltd. 6. Badaruddin Mohamed, 2009. Image of Malaysia as a destination - a review. [Online]. [Accessed 10th August 2009] Available from World Wide Web: http:// www.hbp.usm.my/ tourism/ Papers/ paper_image.htm 7. How Fares Visit Malaysia Year? 1990. Malaysian Business, July 16-30, 24-26, [Online]. [Accessed on 30th December 2012] Available from World Wide Web: http:// www.i2media.com.my/ gallery/ articles/ malaysian-business/ 1990-07-30-visit-malaysia- year.pdf 8. Ninth Malaysia Plan. 2006-2010. 2006. Percetakan Nasional Malaysia Berhad, Kuala Lumpur. 9. Tourism Malaysia, 2012. [Online]. [Accessed on 3 rd March 2012] Available from World Wide Web: http:// corporate.tourism.gov.my/trade. 10. Tourism Malaysia, 2014. Fact and figure [Online]. [Accessed on 10th February 2014] Available from World Wide Web: http:// corporate.tourism.gov.my/ research.asp?page=facts_figures. 11. Zeithaml, A.V., M.J., Bitner and D.D. Gremler, 2013 Services marketing: Integrating customer focus across the firm. (6 ed.). McGraw Hill, Singapore. 12. Kozak, M. and M. Rimmington, 2000. Tourist satisfaction with Mallorca Spain, as an off-season holiday destination. Journal of Travel Research, 38(1): 260-269. 13. Yoon, Y. and M. Uysal, 2005. An examination of the effect of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26: 45- 56. 14. Zhu, M., 2011. Examining the structural relationships of tourist characteristics and destination satisfaction. 2010 International Conference on E- Business, Management and Economics, 3: 187-191. 15. Wang, X., J. Zhang, C. Gu and F. Zhen, 2009. Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science and Technology, 14(3): 397-406. 16. Dmitrovic’, T., L.K. Cvelbar, T. Kolar, M.M. Brencic, I. Ograjensek and V. Zabkar, 2009. Conceptualizing tourist satisfaction at the destination level. International Journal of Culture, Tourism and Hospitality Research, 3(2): 116-126. 17. Kim, S., S. Holland and H. Han, 2012. A structural model for examining how destination image perceived value and loyalty: a case study of orlando. International Journal of Tourism Research, wileonlinelibrary.com, doi: 10.1002/jtr.1877. 18. Mahadzirah Mohamad, Abdul Manan Ali and Nur Izzati Ab Ghani. 2011. A structural model of destination image, tourists’ satisfaction and destination loyalty. International Journal of Business and Management Studies, 3(2): 167-177. 19. Baker, D. and J. Crompton, 2000. Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3): 785-804. 20. Homburg, C. and A. Giering, 2001. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty – an empirical analysis. Psychology and Marketing Journal, 18(1): 43-66. 21. Cronin, J.J. and S.S. Taylor, 1992. Measuring service quality: a re-examination and extension. Journal of Marketing, 56: 55-68. 22. Parasuraman, A., V. Zeithmal and L. Berry, 1994. Reassessments of expectations as comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1): 111-124. 23. Howat, G., D. Murray and G. Crilley, 1999. The relationships between service problems and perceptions of service quality, satisfaction and behavioural intentions of Australian public sports and leisure center. Journal of Park and Recreation Administration, 17(2): 42-64. 24. Lee, C., Y. Yoon and S. Lee, 2007. Investigating the relationships among perceived value, satisfaction and recommendations: The case of the Korean DMZ. Tourism Management, 28(1): 204-214. 25. Reisinger, Y. and L. Turner, 2000. Japanese tourism satisfaction: Gold Coast versus Hawaii. Journal of Vacation Marketing, 6: 299-317. 26. Chi, C.G. and H. Qu, 2008. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29: 624-636. 27. Darnell, A. and P. Johnson, 2001. Repeat visits to attractions: a preliminary economic Analysis. Tourism Management, 22(1): 119-126. 28. Oppermann, M., 2000. Tourism destination loyalty. Journal of Travel Research, 39(1): 78-84. 29. Flavian, C., E. Nartinex and Y. Polo, 2001. Loyalty to grocery stores in the Spanish market of the 1990s. Journal of Retailing and Consumer Behaviour Services, 8: 85-93. 30. Reichheld, F.F., 1996. The Loyalty Effect. Havard Business School Press, Boston, MA. 31. McMullan, R. and A. Gilmore, 2008. Customer loyalty: an empirical study. European Journal of Marketing, 42(9): 1084-1094. 32. Shoemaker, S. and R.C. Lewis, 1999. Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18: 345-370. 33. Bigne, J.E., M.I. Sanchez and J. Sanchez, 2001. Tourism image, evaluation variables and after purchase behaviour: inter-relationship. Tourism Management, 22: 607-616. 34. Weaver, D. and L. Lawton, 2010. Tourism Management (4 ed.). Australia: J. Wiley. 35. Bigne, E.A., I.G. Sanchez and S.B. Sanz, 2009. The functional-psychological continuum in the cognitive image of a destination: A confirmatory analysis. Tourism Management, 30: 715-723. 36. Crompton, J.L., 1979. An assessment of the image of Mexico as a vacation destination and the influence of geographical location upon that image. Journal of Travel Research, 17: 18-23. 37. Buhalis, D., 2000. Marketing the competitive destination of the future. Tourism Management, 21: 97-116. 38. Chen, C. and D. Tsai, 2007. How destination image and evaluative factors affect behavioural intentions? Tourism Management, 28: 1115-1122. 39. Yu, Y. and A. Dean, 2001. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3): 234-250. 40. Edvardsson, B., M.D. Johnson, A. Gustafsson and S. Strandvik, 2000. The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7): 917-927. 41. Kuenzel, S. and N. Katsaris, 2009. A Critical Analysis of Service Recovery processes in the Hotel Industry. TMC Academic Journal, 4(1): 14-24. 42. Ling, L.Q., Muhd Shahrim Ab Karim, Mohhidin Othman, Noranizan Mohd Adzahan and Sridar Ramachandran 2010. Relationship between Malaysia food image, tourist satisfaction and behavioral intention. World Applied Sciences Journal 10(Special Issues of Tourism & Hospitality): 164-171. 43. Fakhraddin Maroofi and Samira Dehghan, 2012. Investigating the relationship of destination reflect, tourist satisfaction and destination loyalty. World Applied Sciences Journal, 19(8): 1160-1173. 44. Vetinev, A., G. Romanova, N. Matushenko and E. Kvetenadze, 2013. Factors affecting domestic tourists’ destination satisfaction: the case of Russia resorts. World Applied Sciences Journal, 22(8): 1162-1173. 45. Tsung, H.L., 2009. A structural model to examine how destination image, attitude and motivation affect the future behavior of tourists. Leisure Sciences, 31: 215-236. 46. Echtner, C.M. and J.R. Ritchie, 1993. The measurement of destination image: An empirical assessment. Journal of Travel Research, 31(4): 3-13. 47. Zeithaml, V.A., L. Berry and A. Parasuraman, 1996. The behavioral consequences of service quality. Journal of Marketing, 2: 31-46. 48. Chi, G., 2005. A study developing destination loyalty model. PhD Dissertation. Oklahoma State University. 1977. Assessing reliability and stability in panel 49. Rauyruean, P. and K.E. Miller, 2007. Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60: 21-31. 50. Burns, A.C. and R.F. Bush, 2010. Marketing Research, (6th ed.). Pearson, Upper Saddle River, New Jersey. 51. Zainuddin Awang, 2012. Structural equation modelling using Amos graphic. Universiti Teknologi Thailand. International Journal of Business and MARA Press, Malaysia. Management, 7(5): 111-122. 52. Hair, J.F. Jr., W.C. Black, B.J. Babin and R.E. Anderson, 2010. Multivariate data analysis (7th ed.). New Jersey: Prentice-Hall International, Inc. 53. Byrne, B.M., 2010. Structural equation modeling with AMOS: Basic concepts, applications and programming (2nd ed.). Lawrence Erlbaum Associates, Mahwah, New Jersey. 54.Wheaton, B., B. Muthen, D.F. Alwin and G. Summers, 55.Tabachnick, B.G. and L.S. Fidell, 2007. Using multivariate statistics (5th ed.). New York: Allyn and Bacon. 56. Lertputtarak, S., 2012. The relationship between destination image, food image and revisiting Pattaya, Thailand. International Journal of Business and Management, 7(5): 111-122. 57. Hui, T.K. and T.W.D. Wan, 2003. Singapore’s image as a tourist destination. International Journal of Tourism Research, 5: 305-313. 58. Abdul Kadir Lebai Din, 2010. Malaysia as an imagined destination the selling points. Sintok: Universiti Utara Malaysia Press.
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11099 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11099 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal image/jpeg inches 96 96 627 1339 1339x627 2024-10-04 15:51 5296-01-FH02-FIK-14-00768.jpg UniSZA Private Access Satisfaction as a mediator to the relationships between destination image and loyalty World Applied Sciences Journal The study seeks to determine the mediating role of satisfaction on the relationship between image and loyalty. Tourist perception of Malaysia as a holiday destination is also ascertained. A conceptual model depicting the relationships among these constructs is proposed and empirically tested using structural equation modelling on survey data collected from European international tourists visiting Malaysia. The findings reveal that image has both direct and indirect effects on loyalty and uncover the mediating role of satisfaction. Malaysia was perceived as offering natural scenic beauty which offers an adventurous holiday with the chance to see wildlife and go swimming on beautiful beaches. 30 9 1113-1123 1. Bhargava, M., 2009. Tourism: issues and perspectives. New Delhi, India: Raj Publications. 2. Cruz, Z.L., 2006. Principles of tourism (revised ed.). Manila: Rex Book Store Inc. 3. Malaysia Tourism Report Q2. 2010. Business Monitor International Ltd., April, London. 4. WTTC The impact of travel and tourism on jobs and economy, 2002. Malaysia. World Travel and Tourism Available from World Wide Web: http:// www.wttc.org/ research/economic-impact- research/country-reports/malaysia. 5. Mintell. 2011. Country Report No.2, Asia Pacific May 2011. London: Mintell International Group Ltd. 6. Badaruddin Mohamed, 2009. Image of Malaysia as a destination - a review. [Online]. [Accessed 10th August 2009] Available from World Wide Web: http:// www.hbp.usm.my/ tourism/ Papers/ paper_image.htm 7. How Fares Visit Malaysia Year? 1990. Malaysian Business, July 16-30, 24-26, [Online]. [Accessed on 30th December 2012] Available from World Wide Web: http:// www.i2media.com.my/ gallery/ articles/ malaysian-business/ 1990-07-30-visit-malaysia- year.pdf 8. Ninth Malaysia Plan. 2006-2010. 2006. Percetakan Nasional Malaysia Berhad, Kuala Lumpur. 9. Tourism Malaysia, 2012. [Online]. [Accessed on 3 rd March 2012] Available from World Wide Web: http:// corporate.tourism.gov.my/trade. 10. Tourism Malaysia, 2014. Fact and figure [Online]. [Accessed on 10th February 2014] Available from World Wide Web: http:// corporate.tourism.gov.my/ research.asp?page=facts_figures. 11. Zeithaml, A.V., M.J., Bitner and D.D. Gremler, 2013 Services marketing: Integrating customer focus across the firm. (6 ed.). McGraw Hill, Singapore. 12. Kozak, M. and M. Rimmington, 2000. Tourist satisfaction with Mallorca Spain, as an off-season holiday destination. Journal of Travel Research, 38(1): 260-269. 13. Yoon, Y. and M. Uysal, 2005. An examination of the effect of motivation and satisfaction on destination loyalty: a structural model. Tourism Management, 26: 45- 56. 14. Zhu, M., 2011. Examining the structural relationships of tourist characteristics and destination satisfaction. 2010 International Conference on E- Business, Management and Economics, 3: 187-191. 15. Wang, X., J. Zhang, C. Gu and F. Zhen, 2009. Examining antecedents and consequences of tourist satisfaction: A structural modeling approach. Tsinghua Science and Technology, 14(3): 397-406. 16. Dmitrovic’, T., L.K. Cvelbar, T. Kolar, M.M. Brencic, I. Ograjensek and V. Zabkar, 2009. Conceptualizing tourist satisfaction at the destination level. International Journal of Culture, Tourism and Hospitality Research, 3(2): 116-126. 17. Kim, S., S. Holland and H. Han, 2012. A structural model for examining how destination image perceived value and loyalty: a case study of orlando. International Journal of Tourism Research, wileonlinelibrary.com, doi: 10.1002/jtr.1877. 18. Mahadzirah Mohamad, Abdul Manan Ali and Nur Izzati Ab Ghani. 2011. A structural model of destination image, tourists’ satisfaction and destination loyalty. International Journal of Business and Management Studies, 3(2): 167-177. 19. Baker, D. and J. Crompton, 2000. Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3): 785-804. 20. Homburg, C. and A. Giering, 2001. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty – an empirical analysis. Psychology and Marketing Journal, 18(1): 43-66. 21. Cronin, J.J. and S.S. Taylor, 1992. Measuring service quality: a re-examination and extension. Journal of Marketing, 56: 55-68. 22. Parasuraman, A., V. Zeithmal and L. Berry, 1994. Reassessments of expectations as comparison standard in measuring service quality: Implications for future research. Journal of Marketing, 58(1): 111-124. 23. Howat, G., D. Murray and G. Crilley, 1999. The relationships between service problems and perceptions of service quality, satisfaction and behavioural intentions of Australian public sports and leisure center. Journal of Park and Recreation Administration, 17(2): 42-64. 24. Lee, C., Y. Yoon and S. Lee, 2007. Investigating the relationships among perceived value, satisfaction and recommendations: The case of the Korean DMZ. Tourism Management, 28(1): 204-214. 25. Reisinger, Y. and L. Turner, 2000. Japanese tourism satisfaction: Gold Coast versus Hawaii. Journal of Vacation Marketing, 6: 299-317. 26. Chi, C.G. and H. Qu, 2008. Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29: 624-636. 27. Darnell, A. and P. Johnson, 2001. Repeat visits to attractions: a preliminary economic Analysis. Tourism Management, 22(1): 119-126. 28. Oppermann, M., 2000. Tourism destination loyalty. Journal of Travel Research, 39(1): 78-84. 29. Flavian, C., E. Nartinex and Y. Polo, 2001. Loyalty to grocery stores in the Spanish market of the 1990s. Journal of Retailing and Consumer Behaviour Services, 8: 85-93. 30. Reichheld, F.F., 1996. The Loyalty Effect. Havard Business School Press, Boston, MA. 31. McMullan, R. and A. Gilmore, 2008. Customer loyalty: an empirical study. European Journal of Marketing, 42(9): 1084-1094. 32. Shoemaker, S. and R.C. Lewis, 1999. Customer loyalty: the future of hospitality marketing. International Journal of Hospitality Management, 18: 345-370. 33. Bigne, J.E., M.I. Sanchez and J. Sanchez, 2001. Tourism image, evaluation variables and after purchase behaviour: inter-relationship. Tourism Management, 22: 607-616. 34. Weaver, D. and L. Lawton, 2010. Tourism Management (4 ed.). Australia: J. Wiley. 35. Bigne, E.A., I.G. Sanchez and S.B. Sanz, 2009. The functional-psychological continuum in the cognitive image of a destination: A confirmatory analysis. Tourism Management, 30: 715-723. 36. Crompton, J.L., 1979. An assessment of the image of Mexico as a vacation destination and the influence of geographical location upon that image. Journal of Travel Research, 17: 18-23. 37. Buhalis, D., 2000. Marketing the competitive destination of the future. Tourism Management, 21: 97-116. 38. Chen, C. and D. Tsai, 2007. How destination image and evaluative factors affect behavioural intentions? Tourism Management, 28: 1115-1122. 39. Yu, Y. and A. Dean, 2001. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3): 234-250. 40. Edvardsson, B., M.D. Johnson, A. Gustafsson and S. Strandvik, 2000. The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7): 917-927. 41. Kuenzel, S. and N. Katsaris, 2009. A Critical Analysis of Service Recovery processes in the Hotel Industry. TMC Academic Journal, 4(1): 14-24. 42. Ling, L.Q., Muhd Shahrim Ab Karim, Mohhidin Othman, Noranizan Mohd Adzahan and Sridar Ramachandran 2010. Relationship between Malaysia food image, tourist satisfaction and behavioral intention. World Applied Sciences Journal 10(Special Issues of Tourism & Hospitality): 164-171. 43. Fakhraddin Maroofi and Samira Dehghan, 2012. Investigating the relationship of destination reflect, tourist satisfaction and destination loyalty. World Applied Sciences Journal, 19(8): 1160-1173. 44. Vetinev, A., G. Romanova, N. Matushenko and E. Kvetenadze, 2013. Factors affecting domestic tourists’ destination satisfaction: the case of Russia resorts. World Applied Sciences Journal, 22(8): 1162-1173. 45. Tsung, H.L., 2009. A structural model to examine how destination image, attitude and motivation affect the future behavior of tourists. Leisure Sciences, 31: 215-236. 46. Echtner, C.M. and J.R. Ritchie, 1993. The measurement of destination image: An empirical assessment. Journal of Travel Research, 31(4): 3-13. 47. Zeithaml, V.A., L. Berry and A. Parasuraman, 1996. The behavioral consequences of service quality. Journal of Marketing, 2: 31-46. 48. Chi, G., 2005. A study developing destination loyalty model. PhD Dissertation. Oklahoma State University. 1977. Assessing reliability and stability in panel 49. Rauyruean, P. and K.E. Miller, 2007. Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60: 21-31. 50. Burns, A.C. and R.F. Bush, 2010. Marketing Research, (6th ed.). Pearson, Upper Saddle River, New Jersey. 51. Zainuddin Awang, 2012. Structural equation modelling using Amos graphic. Universiti Teknologi Thailand. International Journal of Business and MARA Press, Malaysia. Management, 7(5): 111-122. 52. Hair, J.F. Jr., W.C. Black, B.J. Babin and R.E. Anderson, 2010. Multivariate data analysis (7th ed.). New Jersey: Prentice-Hall International, Inc. 53. Byrne, B.M., 2010. Structural equation modeling with AMOS: Basic concepts, applications and programming (2nd ed.). Lawrence Erlbaum Associates, Mahwah, New Jersey. 54.Wheaton, B., B. Muthen, D.F. Alwin and G. Summers, 55.Tabachnick, B.G. and L.S. Fidell, 2007. Using multivariate statistics (5th ed.). New York: Allyn and Bacon. 56. Lertputtarak, S., 2012. The relationship between destination image, food image and revisiting Pattaya, Thailand. International Journal of Business and Management, 7(5): 111-122. 57. Hui, T.K. and T.W.D. Wan, 2003. Singapore’s image as a tourist destination. International Journal of Tourism Research, 5: 305-313. 58. Abdul Kadir Lebai Din, 2010. Malaysia as an imagined destination the selling points. Sintok: Universiti Utara Malaysia Press.
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| spellingShingle |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| summary |
The study seeks to determine the mediating role of satisfaction on the relationship between image and loyalty. Tourist perception of Malaysia as a holiday destination is also ascertained. A conceptual model depicting the relationships among these constructs is proposed and empirically tested using structural equation modelling on survey data collected from European international tourists visiting Malaysia. The findings reveal that image has both direct and indirect effects on loyalty and uncover the mediating role of satisfaction. Malaysia was perceived as offering natural scenic beauty which offers an adventurous holiday with the chance to see wildlife and go swimming on beautiful beaches.
|
| title |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| title_full |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| title_fullStr |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| title_full_unstemmed |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| title_short |
Satisfaction as a mediator to the relationships between destination image and loyalty
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| title_sort |
satisfaction as a mediator to the relationships between destination image and loyalty
|