ABSTRACT
In addition, by adopting a universal framework for performance evaluation and reporting, such as a tourist satisfaction index (TSI) system, service providers can establish internal targets to assess their performance over time and to provide useful comparisons with other organizations. The study computes the overall destination TSIs and sectoral TSIs for both Hong Kong and the United Kingdom. By examining the structural relationships between constructs, the TSI model is able to address and evaluate the linkages between the performance inputs and strategic outcomes related to tourist satisfaction for all the service sectors considered. As demonstrated in the case studies, the TSI framework is capable of benchmarking and various comparisons. In addition, the TSI framework is able to track changes in the service performance of relevant sectors over time by conducting the survey and calculating the indexes on a regular basis.
