Tourist Satisfaction and Food Service Experience: Results and Implications of an Empirical Investigation

Abstract

The main aim of this study is to ascertain causes of tourist dis/satisfaction and specifically to investigate whether the food service experience holds any significant effect in determining satisfaction and behavioural intentions. Touristsí perceptions of the facilities and services that they have experienced are assessed in order to determine what brings satisfaction, intention to recommend and intention to return. What impacts on dissatisfaction is also investigated. The results indicated that holiday satisfaction is a multifaceted concept consisting of 16 dimensions. The results further revealed that the food service experience is a critical factor which is salient in its potential to cause both satisfaction and dissatisfaction. The study concludes that the food service experience represents both a threat and an opportunity for destination managers as it has the capability of promoting as well as damaging a destinationís image.

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