The Influence of Travelers' Satisfaction with Destination Tertiary Services on Loyalty

Abstract

This article investigates the influence of travelers' satisfaction with a destination's tertiary support services on their loyalty behavior, conceptualized as revisit intention. The study is based on data collected from 1,721 travelers to Mauritius. To have a better understanding of the influence of travelers' satisfaction with tertiary support services available at the destination on their loyalty behavior, we develop two Probit models. To control for other factors that may affect the decision of tourists to revisit Mauritius as a destination, other potential determinants of revisit intention were also included in the econometric models. Results suggest that travelers' satisfaction with tertiary support services has a significant influence on their loyalty. In particular, their satisfaction with security services and banking services are the strongest determinant of loyalty.