IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i22p9616-d1514021.html
   My bibliography  Save this article

An IPA Analysis of Tourist Perception and Satisfaction with Nisville Jazz Festival Service Quality

Author

Listed:
  • Marija Bratić

    (Department of Geography, Faculty of Sciences and Mathematics, University of Nis, 18000 Nis, Serbia)

  • Danijel Pavlović

    (Academy of Hospitality, Tourism and Wellness, 11000 Belgrade, Serbia)

  • Sanja Kovačić

    (Faculty of Natural Sciences and Mathematics, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Tatjana Pivac

    (Faculty of Natural Sciences and Mathematics, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Anđelina Marić Stanković

    (Department of Geography, Faculty of Sciences and Mathematics, University of Nis, 18000 Nis, Serbia)

  • Miroslav D. Vujičić

    (Faculty of Natural Sciences and Mathematics, University of Novi Sad, 21000 Novi Sad, Serbia)

  • Željko Anđelković

    (Department of Geography, Faculty of Sciences and Mathematics, University of Nis, 18000 Nis, Serbia)

Abstract

This paper applies Importance-Performance Analysis (IPA) to investigate potential satisfaction or dissatisfaction with service quality at the internationally recognized Nisville Jazz Festival. The research was conducted using the Statistical Package for Social Sciences (SPSS) software version 20, including the Kolmogorov–Smirnov test, factor analysis, one-way analysis of variance (ANOVA), and Principal Component Analysis (PCA) with Varimax rotation for data analysis. The study involved 250 festival attendees, focusing on their motivation and identification of both tangible and intangible attributes of the festival, with 227 providing valid responses to the survey questionnaire. The Service Quality Model (SERVQUAL) was used to identify quality factors. The results indicate that cultural content and hospitality are the most important factors significantly contributing to visitor satisfaction and positively influencing recommendations and repeat visits to the festival. Another important factor in the study is accessibility, while comfort, amenities, safety, and cleanliness require improvement to enhance the overall visitor experience. The findings provide concrete guidelines for the further development of the festival and the enhancement of the tourism offerings in Nis.

Suggested Citation

  • Marija Bratić & Danijel Pavlović & Sanja Kovačić & Tatjana Pivac & Anđelina Marić Stanković & Miroslav D. Vujičić & Željko Anđelković, 2024. "An IPA Analysis of Tourist Perception and Satisfaction with Nisville Jazz Festival Service Quality," Sustainability, MDPI, vol. 16(22), pages 1-17, November.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:22:p:9616-:d:1514021
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/22/9616/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/22/9616/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
    2. José Antonio Folgado-Fernández & Elide Di-Clemente & José Manuel Hernández-Mogollón, 2019. "Food Festivals and the Development of Sustainable Destinations. The Case of the Cheese Fair in Trujillo (Spain)," Sustainability, MDPI, vol. 11(10), pages 1-14, May.
    3. Ammar Y. Alqahtani & Anas A. Makki, 2023. "A DEMATEL-ISM Integrated Modeling Approach of Influencing Factors Shaping Destination Image in the Tourism Industry," Administrative Sciences, MDPI, vol. 13(9), pages 1-30, September.
    4. Sigala, Marianna, 2020. "Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research," Journal of Business Research, Elsevier, vol. 117(C), pages 312-321.
    5. Szmigin, Isabelle & Bengry-Howell, Andrew & Morey, Yvette & Griffin, Christine & Riley, Sarah, 2017. "Socio-spatial authenticity at co-created music festivals," Annals of Tourism Research, Elsevier, vol. 63(C), pages 1-11.
    6. Pavluković, Vanja & Armenski, Tanja & Alcántara-Pilar, Juan Miguel, 2017. "Social impacts of music festivals: Does culture impact locals' attitude toward events in Serbia and Hungary?," Tourism Management, Elsevier, vol. 63(C), pages 42-53.
    7. Huseyin Arasli & Maryam Abdullahi & Tugrul Gunay, 2021. "Social Media as a Destination Marketing Tool for a Sustainable Heritage Festival in Nigeria: A Moderated Mediation Study," Sustainability, MDPI, vol. 13(11), pages 1-27, May.
    8. Ivana Blešić & Jovanka Popov-Raljić & Lenko Uravić & Uglješa Stankov & Lukrecija Đeri & Milana Pantelić & Tanja Armenski, 2014. "An importance-performance analysis of service quality in spa hotels," Economic Research-Ekonomska Istraživanja, Taylor & Francis Journals, vol. 27(1), pages 483-495, January.
    9. Lee, Yong-Ki & Lee, Choong-Ki & Lee, Seung-Kon & Babin, Barry J., 2008. "Festivalscapes and patrons' emotions, satisfaction, and loyalty," Journal of Business Research, Elsevier, vol. 61(1), pages 56-64, January.
    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. Gege Zhang & Xiaoyuan Chen & Rob Law & Mu Zhang, 2020. "Sustainability of Heritage Tourism: A Structural Perspective from Cultural Identity and Consumption Intention," Sustainability, MDPI, vol. 12(21), pages 1-17, November.
    2. Mason, Michela C. & Paggiaro, Adriano, 2012. "Investigating the role of festivalscape in culinary tourism: The case of food and wine events," Tourism Management, Elsevier, vol. 33(6), pages 1329-1336.
    3. Jiamin Liu & Eusebio Chiahsin Leou & Chaozhan Chen & Xi Li, 2023. "Can Trust Bring Satisfaction to the Festival Under Pandemic?," SAGE Open, , vol. 13(1), pages 21582440221, January.
    4. Olya, Hossein G.T. & Lee, Choong-Ki & Lee, Yong-Ki & Reisinger, Yvette, 2019. "What are the triggers of Asian visitor satisfaction and loyalty in the Korean heritage site?," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 195-205.
    5. Kai-Chih Chang & Tsuifang Hsieh, 2017. "From Having Fun to Applause: The Study of Relationships among Festival Benefits, Festival Identity and Festival Support by Viewpoints of the Hosts and Guests," Sustainability, MDPI, vol. 9(12), pages 1-15, December.
    6. Grappi, Silvia & Montanari, Fabrizio, 2011. "The role of social identification and hedonism in affecting tourist re-patronizing behaviours: The case of an Italian festival," Tourism Management, Elsevier, vol. 32(5), pages 1128-1140.
    7. Tao Zhang & Huijun Wen & Xi Li, 2018. "A Tourist-Based Model of Authenticity of Heritage Sporting Events: The Case of Naadam," Sustainability, MDPI, vol. 11(1), pages 1-20, December.
    8. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    9. Sotirios Varelas, 2022. "Virtual Immersive Platforms as a Strategic Innovative Destination Marketing Tool in the COVID-19 Era," Sustainability, MDPI, vol. 14(19), pages 1-15, October.
    10. Iva Gregurec & Martina Tomičić Furjan & Katarina Tomičić-Pupek, 2021. "The Impact of COVID-19 on Sustainable Business Models in SMEs," Sustainability, MDPI, vol. 13(3), pages 1-24, January.
    11. Ali Zackery & Joseph Amankwah-Amoah & Zahra Heidari Darani & Shiva Ghasemi, 2022. "COVID-19 Research in Business and Management: A Review and Future Research Agenda," Sustainability, MDPI, vol. 14(16), pages 1-32, August.
    12. Marianela Denegri & María Baeza & Natalia Salinas-Oñate & Verónica Peñaloza & Horacio Miranda & Ligia Orellana, 2014. "Materialism in Pedagogy Students in Chile," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 505-521, June.
    13. Xiang Lin & Martin Thomas Falk, 2022. "Nordic stock market performance of the travel and leisure industry during the first wave of Covid-19 pandemic," Tourism Economics, , vol. 28(5), pages 1240-1257, August.
    14. Garaus, Marion & Hudáková, Melánia, 2022. "The impact of the COVID-19 pandemic on tourists’ air travel intentions: The role of perceived health risk and trust in the airline," Journal of Air Transport Management, Elsevier, vol. 103(C).
    15. Gheorghe Cristian Popescu & Monica Popescu, 2022. "COVID-19 pandemic and agriculture in Romania: effects on agricultural systems, compliance with restrictions and relations with authorities," Food Security: The Science, Sociology and Economics of Food Production and Access to Food, Springer;The International Society for Plant Pathology, vol. 14(2), pages 557-567, April.
    16. Xie, Junyi & Ifie, Kemefasu & Gruber, Thorsten, 2022. "The dual threat of COVID-19 to health and job security – Exploring the role of mindfulness in sustaining frontline employee-related outcomes," Journal of Business Research, Elsevier, vol. 146(C), pages 216-227.
    17. Philipp Wassler & Giacomo Del Chiappa & Thi Hong Hai Nguyen & Giancarlo Fedeli & Nigel L. Williams, 2022. "Increasing vaccination intention in pandemic times: a social marketing perspective," Italian Journal of Marketing, Springer, vol. 2022(1), pages 37-58, March.
    18. Suomi, Kati & Luonila, Mervi & Tähtinen, Jaana, 2020. "Ironic festival brand co-creation," Journal of Business Research, Elsevier, vol. 106(C), pages 211-220.
    19. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    20. László Könnyid & Zsuzsanna Váradi & Zsombor Nagy & Noémi Ilyés & Orsolya H. Horváth, 2022. "The Changes in the Demographic Characteristics and Spatial Structure of Tourism Demand in the West Balaton Region’s Spa Cities," Sustainability, MDPI, vol. 14(17), pages 1-14, August.

    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:16:y:2024:i:22:p:9616-:d:1514021. 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.