Volunteer tourists' satisfaction and future behavioral intention

This study attempts to investigate the volunteer tourists? satisfaction with their volunteer tourism experiences and the relationship of the overall satisfaction to their future behavioral intention specifically, intention to revisit and intention to recommend. Although previous research has explore...

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Main Author:	Polus, Reni @ Cacillia
Format:	Thesis
Language:	English
Published:	2013
Subjects:	GV Recreation Leisure
Online Access:	http://eprints.utm.my/id/eprint/33857/1/ReniCacilliaPolusMFAB2013.pdf
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id	my-utm-ep.33857
record_format	uketd_dc
spelling	my-utm-ep.338572017-09-14T06:59:43Z Volunteer tourists' satisfaction and future behavioral intention 2013-01 Polus, Reni @ Cacillia GV Recreation Leisure This study attempts to investigate the volunteer tourists? satisfaction with their volunteer tourism experiences and the relationship of the overall satisfaction to their future behavioral intention specifically, intention to revisit and intention to recommend. Although previous research has explored volunteer tourism motivation, experiences and satisfaction, but less research is done to explore the volunteer tourists? satisfaction with respect to their expectations and perceptions. Thus, this study seeks to determine volunteer tourists? expectations and perceptions of their volunteer tourism experiences by measuring their satisfaction level using six experiences attributes. A conceptual model with the concept of the Expectancy-Disconfirmation is used to examine the overall satisfaction among volunteer tourists who had participated with the volunteer program at Batu Puteh Village for the past three years. A sample of 38 respondents was surveyed with online survey questionnaire. A series of analyses were performed using PASW 18. The results of the study illustrates overall motivational factors of volunteer tourists reflected previous studies as majority of the respondents went on their volunteer tourism trip with a desire to experience something completely new and interact with the local people. Moreover, there are significant differences between the expectation and performance of the volunteer tourism experience attributes. By using the Expectancy-Disconfirmation model for predicting overall satisfaction, „Project Tasks” is the main element in terms of Negative Disconfirmation among volunteer tourists then followed by „Personal Achievement? and „Authentic Experience? attributes. However, overall satisfaction level tended towards the high end of the satisfaction scale which suggests that the volunteer tourism experience at Batu Puteh Village provides volunteer tourists with a satisfactory experience. Regression analysis was conducted to test the relationship between overall satisfaction and future behavioural intentions. The results of the study showed that even though the volunteer tourists had a high satisfaction level with the overall volunteer tourism experiences, a significantly lower proportion of volunteers intended to revisit Batu Puteh Village but high proportion will provide positive recommendation. The next finding showed no significant difference between volunteer tourists? overall satisfaction and year of visit; the levels of overall satisfaction of the volunteer tourists are the same. Based on the results, this study concludes that understanding volunteer tourists? motivation, expectation and perception can help to maximize their volunteer tourism experiences and promote loyalty. 2013-01 Thesis http://eprints.utm.my/id/eprint/33857/ http://eprints.utm.my/id/eprint/33857/1/ReniCacilliaPolusMFAB2013.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Built Environment Faculty of Built Environment
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	GV Recreation Leisure
spellingShingle	GV Recreation Leisure Polus, Reni @ Cacillia Volunteer tourists' satisfaction and future behavioral intention
description	This study attempts to investigate the volunteer tourists? satisfaction with their volunteer tourism experiences and the relationship of the overall satisfaction to their future behavioral intention specifically, intention to revisit and intention to recommend. Although previous research has explored volunteer tourism motivation, experiences and satisfaction, but less research is done to explore the volunteer tourists? satisfaction with respect to their expectations and perceptions. Thus, this study seeks to determine volunteer tourists? expectations and perceptions of their volunteer tourism experiences by measuring their satisfaction level using six experiences attributes. A conceptual model with the concept of the Expectancy-Disconfirmation is used to examine the overall satisfaction among volunteer tourists who had participated with the volunteer program at Batu Puteh Village for the past three years. A sample of 38 respondents was surveyed with online survey questionnaire. A series of analyses were performed using PASW 18. The results of the study illustrates overall motivational factors of volunteer tourists reflected previous studies as majority of the respondents went on their volunteer tourism trip with a desire to experience something completely new and interact with the local people. Moreover, there are significant differences between the expectation and performance of the volunteer tourism experience attributes. By using the Expectancy-Disconfirmation model for predicting overall satisfaction, „Project Tasks” is the main element in terms of Negative Disconfirmation among volunteer tourists then followed by „Personal Achievement? and „Authentic Experience? attributes. However, overall satisfaction level tended towards the high end of the satisfaction scale which suggests that the volunteer tourism experience at Batu Puteh Village provides volunteer tourists with a satisfactory experience. Regression analysis was conducted to test the relationship between overall satisfaction and future behavioural intentions. The results of the study showed that even though the volunteer tourists had a high satisfaction level with the overall volunteer tourism experiences, a significantly lower proportion of volunteers intended to revisit Batu Puteh Village but high proportion will provide positive recommendation. The next finding showed no significant difference between volunteer tourists? overall satisfaction and year of visit; the levels of overall satisfaction of the volunteer tourists are the same. Based on the results, this study concludes that understanding volunteer tourists? motivation, expectation and perception can help to maximize their volunteer tourism experiences and promote loyalty.
format	Thesis
qualification_level	Master's degree
author	Polus, Reni @ Cacillia
author_facet	Polus, Reni @ Cacillia
author_sort	Polus, Reni @ Cacillia
title	Volunteer tourists' satisfaction and future behavioral intention
title_short	Volunteer tourists' satisfaction and future behavioral intention
title_full	Volunteer tourists' satisfaction and future behavioral intention
title_fullStr	Volunteer tourists' satisfaction and future behavioral intention
title_full_unstemmed	Volunteer tourists' satisfaction and future behavioral intention
title_sort	volunteer tourists' satisfaction and future behavioral intention
granting_institution	Universiti Teknologi Malaysia, Faculty of Built Environment
granting_department	Faculty of Built Environment
publishDate	2013
url	http://eprints.utm.my/id/eprint/33857/1/ReniCacilliaPolusMFAB2013.pdf
_version_	1747816202197008384

Volunteer tourists' satisfaction and future behavioral intention

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