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Abstract |
The purpose of this study was to explore levels of importance and satisfaction with various attributes of customer service among selected segments of outdoor recreationists. The study also examined the nature of the relationships between satisfaction attributes and overall satisfaction. These relationships were tested for four dimensions of satisfaction (facilities, services, information, and recreation experience), across three water-based user groups (ramp users, campers, and day users). This study builds on previous customer satisfaction research conducted by both consumer behavior specialists and recreation researchers. In congruence with previous research on customer satisfaction, many of the constructs associated with quality in a recreation environment are intangible, elusive, and extremely difficult to measure. Study results showed that there are significant differences between different segments of users in reported levels of importance and satisfaction with various aspects of a recreational visit, but the nature of the relationships between the various domains and overall satisfaction varies little across the user segments. |
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