Modelling the relationship between attribute satisfaction, overall satisfaction, and behavioural intentions in Australian ski resorts

Abstract

This study models the relationship between attribute satisfaction, overall satisfaction, and behavioural intentions within the context of ski resorts. Utilising a sample of 426 respondents, K-means cluster analysis is used to develop five motivational ski tourist segments, and the influence of attribute satisfaction on overall satisfaction is determined for each tourist segment. A structural equation model (SEM) is used to confirm the relationship between attribute satisfaction, overall satisfaction and behavioural intentions. The study found that different tourist segments were motivated by different attributes and it is not necessary for all attributes to be satisfied in order to achieve overall satisfaction and positive behavioural intentions. The results provide destination managers with insights to influence overall satisfaction, manage tourists’ behavioural intentions, and improve destination competitiveness.