A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors
© 2016 Taylor & Francis Group, LLC.Providing visitors with satisfying experiences is integral to park management. Research has inferred the determinants of satisfaction and loyalty through theorizing, observational studies, and statistical correlations. This article advocates randomized experime...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Routledge
2016
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| Online Access: | http://hdl.handle.net/20.500.11937/51105 |
| _version_ | 1848758616139497472 |
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| author | Taplin, Ross Rodger, K. Moore, S. |
| author_facet | Taplin, Ross Rodger, K. Moore, S. |
| author_sort | Taplin, Ross |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | © 2016 Taylor & Francis Group, LLC.Providing visitors with satisfying experiences is integral to park management. Research has inferred the determinants of satisfaction and loyalty through theorizing, observational studies, and statistical correlations. This article advocates randomized experiments as a complementary method for testing the causal effect of selected management interventions that change service quality on satisfaction and loyalty. An experiment using ranger presence and enhanced toilets in a West Australian national park is used to illustrate the approach. The presence of rangers caused significantly improved satisfaction with rangers, related service quality attributes, and overall satisfaction, but not loyalty. Enhancing toilets had nonsignificant impacts. These results strongly suggest the need for further visitor-focused experimental research to complement the growing body of research in national parks investigating the complex relationship among service quality, satisfaction, and loyalty. |
| first_indexed | 2025-11-14T09:46:49Z |
| format | Journal Article |
| id | curtin-20.500.11937-51105 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:46:49Z |
| publishDate | 2016 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-511052018-03-29T09:09:26Z A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors Taplin, Ross Rodger, K. Moore, S. © 2016 Taylor & Francis Group, LLC.Providing visitors with satisfying experiences is integral to park management. Research has inferred the determinants of satisfaction and loyalty through theorizing, observational studies, and statistical correlations. This article advocates randomized experiments as a complementary method for testing the causal effect of selected management interventions that change service quality on satisfaction and loyalty. An experiment using ranger presence and enhanced toilets in a West Australian national park is used to illustrate the approach. The presence of rangers caused significantly improved satisfaction with rangers, related service quality attributes, and overall satisfaction, but not loyalty. Enhancing toilets had nonsignificant impacts. These results strongly suggest the need for further visitor-focused experimental research to complement the growing body of research in national parks investigating the complex relationship among service quality, satisfaction, and loyalty. 2016 Journal Article http://hdl.handle.net/20.500.11937/51105 10.1080/01490400.2015.1077178 Routledge restricted |
| spellingShingle | Taplin, Ross Rodger, K. Moore, S. A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title | A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title_full | A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title_fullStr | A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title_full_unstemmed | A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title_short | A method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| title_sort | method for testing the effect of management interventions on the satisfaction and loyalty of national park visitors |
| url | http://hdl.handle.net/20.500.11937/51105 |