Acta Univ. Agric. Silvic. Mendelianae Brun. 2013, 61(7), 2917-2922 | DOI: 10.11118/actaun201361072917

The impact of factors influencing destination quality on overall customer satisfaction

Ida Vajčnerová1, Jakub ©ácha2, Kateřina Ryglová3
1 Department of Management, Mendel Univerzity in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
2 Department of Statistics and Operation Analysis, Mendel Univerzity in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
3 Department of Marketing and Trade, Mendel Univerzity in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

The paper deals with problems concerning tourist destination quality and the impact of individual factors on the overall satisfaction of a customer - a visitor to a destination. The methodology is based on the evaluation of individual factors that were identified on the basis of previously conducted researches and that consider all attributes of a destination which visitors are able to evaluate on the basis of their experience and consequent satisfaction. The used data were obtained by a questionnaire surveys, the evaluation is qualitative, and the ten-degree Likert scale is used. The practical part of the paper will focus on creating a multidimensional regression model for overall customer satisfaction for evaluating individual quality factors. The objective of the paper is to identify factors that influence overall customer satisfaction the most; this will be done on the basis of the statistical importance of individual regression parameters. The analysis will be conducted for the data from the regions of Lednice-Valtice Area and Znojemsko and Podyjí; subsequently these two regions will be compared.

Keywords: tourism, destination, quality, factors, satisfaction
Grants and funding:

The results presented in this paper are part of the University research project No. VZ: 62156 48904 "Czech Economy in a Process of Integration and Globalisation…", which is conducted with support of Ministry of Education of the Czech Republic.

Received: April 11, 2013; Published: December 24, 2013  Show citation

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Vajčnerová, I., ©ácha, J., & Ryglová, K. (2013). The impact of factors influencing destination quality on overall customer satisfaction. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 61(7), 2917-2922. doi: 10.11118/actaun201361072917
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