Quality, satisfaction and behavioral intentions Academic Article uri icon


  • Performance quality was conceptualized as the attributes of a service which are controlled by a tourism supplier, while satisfaction referred to a tourist's emotional state after exposure to the opportunity. A structural equations model hypothesized that perceived performance quality would have a stronger total effect on behavioral intentions than satisfaction. This hypothesis was confirmed. The analysis also indicated that the perceptions measure of quality fitted the hypothesized model better than data derived from the subjective disconfirmation measure. Results suggested that evaluation efforts should include assessment of both performance quality and satisfaction, but since performance quality is under management's control it is likely to be the more useful measure. 2000 Elsevier Science Ltd.

published proceedings


altmetric score

  • 1

author list (cited authors)

  • Baker, D. A., & Crompton, J. L.

citation count

  • 1597

complete list of authors

  • Baker, DA||Crompton, JL

publication date

  • July 2000