IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i9p7360-d1135842.html
   My bibliography  Save this article

The Daily Sailing Tours Clients Experience Assessment—The Case of the “Elaphite Islands of Dubrovnik”, Croatia

Author

Listed:
  • Marija Dragičević

    (Department for Economics and Business, University of Dubrovnik, 20000 Dubrovnik, Croatia)

  • Zorica Krželj Čolović

    (Department for Economics and Business, University of Dubrovnik, 20000 Dubrovnik, Croatia)

  • Anamarija Pisarović

    (Institute for Development, and International Relations, 10000 Zagreb, Croatia)

Abstract

This paper examines the customers’ experience assessment with the luxury daily sailing tours in the area of the Elaphite Islands of Dubrovnik. For the purpose of this study, the influence of the entertainment opportunities, the educational opportunities, the aesthetics, and the escapism components on the customer’s experience is investigated, as well as the correlation between overall customer satisfaction and age groups of customers. The personal interview method was used for data collection. Tourists were interviewed on boats during the tours in the area of Dubrovnik Elaphite Islands, Croatia. The Pine and Gilmore experience model was used to define the main elements of their experience. The analytic hierarchy process model was used for the customers’ experience assessment. According to the results of this study, entertainment and aesthetics have greater influence than education and escapism on customer satisfaction in the age group up to 30 years. Entertainment and escapism have greater influence than education and aesthetics on customer satisfaction in the age group from 31 to 60. The interesting findings of this study are that education and aesthetics have a greater influence than entertainment and escapism for the elderly, e.g., for the customers in the age group older than 61. The highest overall satisfaction with the daily sailing tour was found among tourists in the age group up to 30 years, followed by tourists in the age group from 31 to 60 years, and the lowest satisfaction was shown by tourists who were older than 60 years. This study indicates that all the areas are important and that customer satisfaction with each component, e.g., with the entertainment, education, escapism, and aesthetic, varies according to the age group. This study also indicates that there is a correlation between the overall customer’s experience assessment of the “Elaphite Islands of Dubrovnik” daily sailing tour and customer age group.

Suggested Citation

  • Marija Dragičević & Zorica Krželj Čolović & Anamarija Pisarović, 2023. "The Daily Sailing Tours Clients Experience Assessment—The Case of the “Elaphite Islands of Dubrovnik”, Croatia," Sustainability, MDPI, vol. 15(9), pages 1-16, April.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:9:p:7360-:d:1135842
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/9/7360/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/9/7360/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sun, Xiaochi & Foscht, Thomas & Eisingerich, Andreas B., 2021. "Does educating customers create positive word of mouth?," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Jesús Molina-Gómez & Pere Mercadé-Melé & Fernando Almeida-García & Raquel Ruiz-Berrón, 2021. "New perspectives on satisfaction and loyalty in festival tourism: The function of tangible and intangible attributes," PLOS ONE, Public Library of Science, vol. 16(2), pages 1-17, February.
    3. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
    4. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    5. Jamie Chen & Chrysanthi Balomenou & Peter Nijkamp & Panoraia Poulaki & Dimitris Lagos, 2016. "The sustainability of yachting tourism: A case study on Greece," ERSA conference papers ersa16p293, European Regional Science Association.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Flavio Martins & Maria Fatima Almeida & Rodrigo Calili & Agatha Oliveira, 2020. "Design Thinking Applied to Smart Home Projects: A User-Centric and Sustainable Perspective," Sustainability, MDPI, vol. 12(23), pages 1-27, December.
    2. Jochen Wulf, 2020. "Development of an AHP hierarchy for managing omnichannel capabilities: a design science research approach," Business Research, Springer;German Academic Association for Business Research, vol. 13(1), pages 39-68, April.
    3. Wu, Zhangsheng & Li, Yue & Wang, Rong & Xu, Xu & Ren, Dongyang & Huang, Quanzhong & Xiong, Yunwu & Huang, Guanhua, 2023. "Evaluation of irrigation water saving and salinity control practices of maize and sunflower in the upper Yellow River basin with an agro-hydrological model based method," Agricultural Water Management, Elsevier, vol. 278(C).
    4. D’Inverno, Giovanna & Carosi, Laura & Romano, Giulia & Guerrini, Andrea, 2018. "Water pollution in wastewater treatment plants: An efficiency analysis with undesirable output," European Journal of Operational Research, Elsevier, vol. 269(1), pages 24-34.
    5. Nermin Kişi, 2019. "A Strategic Approach to Sustainable Tourism Development Using the A’WOT Hybrid Method: A Case Study of Zonguldak, Turkey," Sustainability, MDPI, vol. 11(4), pages 1-19, February.
    6. Ayodele, T.R. & Ogunjuyigbe, A.S.O. & Odigie, O. & Munda, J.L., 2018. "A multi-criteria GIS based model for wind farm site selection using interval type-2 fuzzy analytic hierarchy process: The case study of Nigeria," Applied Energy, Elsevier, vol. 228(C), pages 1853-1869.
    7. V. Srinivasan & G. Shainesh & Anand K. Sharma, 2015. "An approach to prioritize customer-based, cost-effective service enhancements," The Service Industries Journal, Taylor & Francis Journals, vol. 35(14), pages 747-762, October.
    8. Patricija Bajec & Danijela Tuljak-Suban, 2019. "An Integrated Analytic Hierarchy Process—Slack Based Measure-Data Envelopment Analysis Model for Evaluating the Efficiency of Logistics Service Providers Considering Undesirable Performance Criteria," Sustainability, MDPI, vol. 11(8), pages 1-18, April.
    9. Abareshi, Maryam & Zaferanieh, Mehdi, 2019. "A bi-level capacitated P-median facility location problem with the most likely allocation solution," Transportation Research Part B: Methodological, Elsevier, vol. 123(C), pages 1-20.
    10. Datu Buyung Agusdinata & Wenjuan Liu & Sinta Sulistyo & Philippe LeBillon & Je'anne Wegner, 2023. "Evaluating sustainability impacts of critical mineral extractions: Integration of life cycle sustainability assessment and SDGs frameworks," Journal of Industrial Ecology, Yale University, vol. 27(3), pages 746-759, June.
    11. Xinxin Liu & Xiaosheng Wang & Haiying Guo & Xiaojie An, 2021. "Benefit Allocation in Shared Water-Saving Management Contract Projects Based on Modified Expected Shapley Value," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 35(1), pages 39-62, January.
    12. Sushil, 2019. "Efficient interpretive ranking process incorporating implicit and transitive dominance relationships," Annals of Operations Research, Springer, vol. 283(1), pages 1489-1516, December.
    13. Kokaraki, Nikoleta & Hopfe, Christina J. & Robinson, Elaine & Nikolaidou, Elli, 2019. "Testing the reliability of deterministic multi-criteria decision-making methods using building performance simulation," Renewable and Sustainable Energy Reviews, Elsevier, vol. 112(C), pages 991-1007.
    14. Hossein Yousefi & Saheb Ghanbari Motlagh & Mohammad Montazeri, 2022. "Multi-Criteria Decision-Making System for Wind Farm Site-Selection Using Geographic Information System (GIS): Case Study of Semnan Province, Iran," Sustainability, MDPI, vol. 14(13), pages 1-27, June.
    15. Moumita Palchaudhuri & Sujata Biswas, 2016. "Application of AHP with GIS in drought risk assessment for Puruliya district, India," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 84(3), pages 1905-1920, December.
    16. Kadir Kaan GÖNCÜ & Onur ÇETIN, 2022. "Evaluation Of Location Selection Criteria For Coordination Management Centers And Logistic Support Units In Disaster Areas With Ahp Method," Prizren Social Science Journal, SHIKS, vol. 6(2), pages 15-23, August.
    17. Tommaso Ortalli & Andrea Di Martino & Michela Longo & Dario Zaninelli, 2024. "Make-or-Buy Policy Decision in Maintenance Planning for Mobility: A Multi-Criteria Approach," Logistics, MDPI, vol. 8(2), pages 1-18, May.
    18. Kik, M.C. & Claassen, G.D.H. & Meuwissen, M.P.M. & Smit, A.B. & Saatkamp, H.W., 2021. "Actor analysis for sustainable soil management – A case study from the Netherlands," Land Use Policy, Elsevier, vol. 107(C).
    19. D. K. Choudhury, 2019. "Standard Critical Path and Selection of Most Economic and Quality Contractors for Construction of Thermal Power Plant: A Case Study in NTPC," Metamorphosis: A Journal of Management Research, , vol. 18(2), pages 103-118, December.
    20. Choudhary, Devendra & Shankar, Ravi, 2012. "An STEEP-fuzzy AHP-TOPSIS framework for evaluation and selection of thermal power plant location: A case study from India," Energy, Elsevier, vol. 42(1), pages 510-521.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:9:p:7360-:d:1135842. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.