Measuring Customer Satisfaction In The Tourism Industry
This paper outlines some examples of the ways in which these measures have been undertaken at the
enterprise level and the accreditation framework within which these are often established. It also
proposes the idea that it may be useful to extend satisfaction measurement from a focus on the enterprise to
that of the destination. This is a much more complex task that at the individual enterprise level but may be
worth the effort as destinations compete for market share.