관광자 만족 형성과정의 이해

Understanding the Tourist Satisfaction Formation Process Focusing on Conflict Issues

Several issues were tested to increase understanding of the tourist satisfaction formation process. Data for the study came from a self-administered questionnaire survey on Korean outbound package tourists. To assess the dynamic nature of the tourist satisfaction formation process, data was collected at three different points in time during travel experiences. The study determined the assimilation effect on the perception of performance and satisfaction. Results suggested that the role of expectations and perceived performance varied according to direct past experiences about the destinations. Finally, results revealed that the role of determinant factors fluctuated as the travel experience proceeded.