Alternate measurement approaches to recreational customer satisfaction: Satisfaction-only versus gap scores

Robert C. Burns, Alan R. Graefe, James D. Absher

Research output: Contribution to journalArticle

51 Scopus citations

Abstract

This study blends service quality and importance-performance methodologies to extend previous research beyond traditional customer service domains. The study examined water-based recreationists' importance and satisfaction ratings across a battery of 19 individual attributes within four domains relevant to outdoor recreation satisfaction (facilities, services, information, and recreation experience). Both the satisfaction-only item scores and gap scores (difference between importance and satisfaction level) were analyzed to determine their relationship within their respective satisfaction domain and with overall satisfaction. The satisfaction-only measures were found to be significantly better indicators than the gap scores of domain-level and overall satisfaction. The items were found to be stronger predictors within the four satisfaction domains than within the overall satisfaction model.

Original languageEnglish (US)
Pages (from-to)363-380
Number of pages18
JournalLeisure Sciences
Volume25
Issue number4
DOIs
StatePublished - Oct 1 2003

All Science Journal Classification (ASJC) codes

  • Environmental Science (miscellaneous)
  • Sociology and Political Science
  • Tourism, Leisure and Hospitality Management

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