Quality, satisfaction, and loyalty indices

Abstract

This study developed a universal model to evaluate the quality of, satisfaction with and loyalty to destinations among tourists. It also demonstrated the model’s applicability.Cause and effect relationships were identified between the proposed model’s constructs using the structural equations method, and indices of quality, satisfaction and loyalty among tourists were estimated as well. This system was applied to a large set of data collected through a structured questionnaire distributed to tourists visiting the city of Seville, and based on a non-probabilistic sampling by intentional quotas. 922 valid surveys were obtained in total. The indices show that tourists who visit Seville report a high level of loyalty and satisfaction with this place because of the perceived quality of a variety of services.