Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market

As a result of advances in ICT services, transportation and local development, among others, more destinations are competing to attract both national and international visitors. Globalization requires destinations to increase their competitiveness or risk losing out on tourist revenues. While the research into destination competitiveness and tourist loyalty is well founded, recent progress in e-services has opened up new opportunities for informing and attracting visitors. This paper examines the potential effects of e-services in an inclusive model of destination loyalty to the city of Leipzig in Germany. The results of the path analysis indicate possibilities for e-services to increase both satisfaction and loyalty, especially with regard to various tourist subgroups.

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