Enrique Marinao

By Enrique Marinao

Achieving tourist satisfaction is one of the most important factors in terms of stewardship by the different actors in tourist destinations. Even though there is extensive literature that analyses tourist satisfaction, there is no final consensus regarding which variables influence its creation. This study proposes a model in which satisfaction is a consequence of the functional, hedonic and symbolic benefits. The hedonic benefit is considered a multidimensional construct. At the same time, we suggest that this triad of benefits is a consequence of cognitive perception and affective evaluation. For this study, a non-probability sample of 750 tourists was used, based on quotas distributed proportionally among the main Chilean tourist destinations. Once the psychometric properties of the scales used in the study were verified, a structural equation model was estimated and it was found that satisfaction is a consequence of the functional and hedonic, but not the symbolic benefit. It is confirmed as well that the functional, hedonic and symbolic benefits are a consequence of cognitive perception and affective evaluation.

Part of the book: Mobilities, Tourism and Travel Behavior

By Enrique Marinao

This study seeks to confirm whether favourable affective evaluation of financial services can be a significant antecedent of perception of functional, hedonic, and symbolic benefits, and to show whether these benefits can influence customer satisfaction. The relationships were confirmed through confirmatory factor analysis (CFA), applied to a survey of 786 people, using nonprobabilistic quota sampling. The environment characterized by rational decision-making, the customer’s affective evaluation, is an explanatory factor of satisfaction. The functional, hedonic, and symbolic benefits play an important amplifying role connecting affective evaluation and customer satisfaction. Given the little attention paid by the specialized literature to the link between affective evaluation-benefits and satisfaction, it may be premature to offer final conclusions. The academic sector is provided with some bases to analyse the effect that the perception of the benefits may have on the relationship between the affective evaluation and the satisfaction of the client. For managers in the financial service sector, it provided some analytical instruments oriented to caring for the tangible and intangible characteristics that intervene in providing financial services to their customers. The originality of this study is that the perceived benefits act as antecedents to satisfaction and as a consequence of the affective evaluation.

Part of the book: Marketing