An Examination of an Integrated Tourist Satisfaction Model: Expectations and Desires Congruency

This study proposed an extended integrated tourist satisfaction model based on two theories, expectancy-disconfirmation and desire-congruency, and empirically tested the model by using 643 surveys collected through three consecutive surveys (travel intentions and pre- and post-travel surveys). As a result, goodness-of-fit measures from the measurement and structural equation modeling indicated that the model was highly acceptable and applicable for interpretation. The results suggest that tourists encode satisfaction as important synopses of the product consumed. Further, the study helps clarify the role of expectations, motivations/desires, perceived quality of performance (evaluation of the destination’s attributes), and perceived quality of experience (achievement of travel desires and motivations) on overall satisfaction, and the effect of overall satisfaction on complaining behaviors and future behavioral intentions