Dimensions of least satisfaction among protected area visitors

Abstract

While a survey of 988 walk-in visitors to South Carolina's Francis Beidler Forest revealed very high levels of satisfaction as well as repeat visitation and positive referral intentions, over one-half of the respondents also provided at least one 'disappointing' or 'least satisfying aspect' of their experience in open-ended responses. Sixty per cent of these involved the natural environment and mostly focused on the lack of wildlife encountered. About one-quarter of the responses related to the management of facilities such as the boardwalk and visitor centre. Ten per cent of responses concerned the respondents themselves and mainly involved insufficient time allowed. Other response categories involved the behaviour of other visitors (e.g. noise) and external land users. The main issues raised in the open-ended responses are amenable to expedited management response, which is recommended to reduce latent dissatisfaction and avoid their transformation into major problems. Key words: visitor satisfaction; satisfaction; dissatisfaction; least satisfaction; protected areas; environmental sustainability; ecotourism; nature-based tourism; open-ended responses, sustainability