Application of The Extended European Customer Satisfaction Index to Evaluate Tourist Loyalty

Abstract

The study applies the extended European Customer Satisfaction Index (ECSI) model and emphasis the quality of the relationships and their relevance to domestic tourist loyalty. A survey questionnaire is designed consisting of measurement of domestic’s tourist loyalty gathered mainly from previous related studies. Data are collected through a direct survey of 572 domestic tourists. The major findings revealed that the extension ECSI model with destination image and trust constructs has a comprehensive explanation of tourist loyalty. Future research should compare the differences between domestic and international tourists to better predict and understand tourist loyalty. The research examines the suitability of the ECSI model in tourism destinations that are so scarce. The current study addresses these shortcomings by examining tourist loyalty which inserts destination image, and trust constructs as potential predictors of tourist loyalty.

Keywords

• destination image
• domestic tourist
• loyalty
• trust
• ecsi model