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Antecedents and consequence of customer satisfaction and dissatisfaction: A study of tourism services

Bich Huy Hai Bui 1, *
Lien Thi Ngoc Vo 1
Thuy Ngoc Pham 1
  1. Ho Chi Minh City University of Technology, VNU HCM
Correspondence to: Bich Huy Hai Bui, Ho Chi Minh City University of Technology, VNU HCM. Email: pvphuc@vnuhcm.edu.vn.
Volume & Issue: Vol. 17 No. 2 (2014) | Page No.: 52-62 | DOI: 10.32508/stdj.v17i2.1335
Published: 2014-06-30

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Copyright The Author(s) 2023. This article is published with open access by Vietnam National University, Ho Chi Minh city, Vietnam. This article is distributed under the terms of the Creative Commons Attribution License (CC-BY 4.0) which permits any use, distribution, and reproduction in any medium, provided the original author(s) and the source are credited. 

Abstract

Many recent studies have focused on satisfaction as one of key concepts in consumer behavior while dissatisfaction has received a much lesser attention. In services where failure is inevitable, customer satisfaction and dissatisfaction may be interwoven along the service buying/ using process. This study examines simultaneously the effect of four service attributes on customer satisfaction and dissatisfaction which lead to the word-of-mouth effect. SEM analysis based on a sample of 382 customers of package tour service reveals that staff attitude and failure recovery have positive effects on satisfaction, but not on dissatisfaction. Then, satisfaction, but not dissatisfaction has a positive impact on word-of-mouth. A negative correlation has also been found between satisfaction and dissatisfaction. Discussions and implications are presented along these statistical results.

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