In collaboration with Payame Noor University and Iranian Association For Environmental Assessment (IAEA)

Document Type : Science - Research

Authors

PhD in Tourism, Allameh Tabataba’i University, Tehran, Iran

Abstract

Consumer satisfaction in tourism is strongly influenced by the provision of services, the appearance of the product and the personality and reputation of the tourist destination. In this regard, the present article was compiled in a descriptive-analytical method with the aim of identifying and prioritizing the requirements of tourists' satisfaction with urban facilities and services. Data collection was done in a library and field method through a questionnaire. In order to distribute the questionnaire, due to the unlimited statistical population of the research, 114 people were selected as a statistical sample and the questionnaires were randomly distributed among them. Cronbach's alpha coefficient was calculated to be 0.81 for positive questions and 0.72 for negative questions. Kano model was used to analyze the data. The results indicate that among the basic requirements, the factor of safety of tourism environments with dissatisfaction coefficient -0.987 make greatest dissatisfaction and the factor of parks and natural spaces with dissatisfaction coefficient -0.885 make least dissatisfaction if they don’t supply. Also among the functional requirements, the factor of cleanliness of urban areas and tourism with dissatisfaction coefficient -0.938 make greatest dissatisfaction and the factor of Lighting engineering of urban areas and tourism with dissatisfaction coefficient 0.797 make least dissatisfaction if they don’t supply. In this regard, among the motivational requirements, the factor of cultural services and facilities with satisfaction coefficient 0.880 make greatest satisfaction and and the factor of tourism companies and tour guides with satisfaction coefficient 0.763 make least satisfaction if they supply.

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