The tourist experience (TX) has become a crucial aspect in tourism destination management. Tourists increasingly rely on digital environments to explore destinations, compare prices, read reviews from other users, and make reservations in a secure and efficient manner. This trend has led to a significant increase in competition, where every detail of the user experience (UX) can directly influence customer satisfaction and loyalty. We consider customer experience (CX) as an extension of UX, and TX as a particular case of CX. In this context, there is a growing need to develop tools that enable the objective and systematic evaluation of TX. To address this need, a preliminary checklist is proposed. It considers various criteria that may impact tourist satisfaction, and their perception of the services provided. The proposed checklist adopts a comprehensive approach, offering a general overview of how customers interact with tourism-related products, systems and services, and identifying elements that may facilitate or hinder their experience. The main objective of the proposed checklist is to provide a practical guide for tourism destination managers, enabling them to identify the strengths and areas for improvement. The tool facilitates the evaluation of each critical factor, helping stakeholders gain a clearer understanding of the areas that require optimization to enhance TX. Furthermore, this tool aims to serve as a starting point for tourism organizations to better understand tourists’ needs. This is especially relevant in an increasingly globalized and competitive environment where tourists have higher expectations.

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A Preliminary Property Checklist for Evaluating the Tourist Experience

  • Oriella Ortiz,
  • Virginica Rusu,
  • Cristian Rusu,
  • Nicolás Matus

摘要

The tourist experience (TX) has become a crucial aspect in tourism destination management. Tourists increasingly rely on digital environments to explore destinations, compare prices, read reviews from other users, and make reservations in a secure and efficient manner. This trend has led to a significant increase in competition, where every detail of the user experience (UX) can directly influence customer satisfaction and loyalty. We consider customer experience (CX) as an extension of UX, and TX as a particular case of CX. In this context, there is a growing need to develop tools that enable the objective and systematic evaluation of TX. To address this need, a preliminary checklist is proposed. It considers various criteria that may impact tourist satisfaction, and their perception of the services provided. The proposed checklist adopts a comprehensive approach, offering a general overview of how customers interact with tourism-related products, systems and services, and identifying elements that may facilitate or hinder their experience. The main objective of the proposed checklist is to provide a practical guide for tourism destination managers, enabling them to identify the strengths and areas for improvement. The tool facilitates the evaluation of each critical factor, helping stakeholders gain a clearer understanding of the areas that require optimization to enhance TX. Furthermore, this tool aims to serve as a starting point for tourism organizations to better understand tourists’ needs. This is especially relevant in an increasingly globalized and competitive environment where tourists have higher expectations.