ABSTRACT
Customer satisfaction is of paramount importance since it constitutes the foundation of successful tourism businesses. With this as foundation, this chapter analyses attributes that influence customer satisfaction within the context of a tourism destination. It offers an insight on the role of customer satisfaction in tourism. A few definitions are proposed while the discussion is extended to a tourism destination context. The chapter thereafter offers an insight on major attributes influencing customer satisfaction at a destination. These are substantiated by a few models of customer satisfaction adapted to the tourism field. The chapter addresses the attributes of customer satisfaction in tourism. To contextualise the theoretical underpinnings guiding customer satisfaction attributes in tourism, a case study on dolphin watching in Mauritius is proposed. The chapter discusses attributes that influence customer satisfaction within a tourism destination. It also analyses customer satisfaction attributes of tourists involved in dolphin-watching activities.
