Satisfaction and loyalty in the all-inclusive system in Cape Verde

Juan Antonio Jimber Del Rio, Jesus Claudio Pérez Gálvez, Francisco Orgaz Agüera, Virginia Navajas Romero, Tomás López-Guzmán

Abstract


The aim of this paper is to analyse satisfaction and loyalty in the All-Inclusive system in Cape Verde, one of the main destinations of sun and beach in Africa. The methodology used was based on surveys conducted with tourists. The data from this research have been analysed with SPSS 23 and AMOS IBM SPSS 23. The results of this research have shown that in order to achieve the loyalty of tourists, the role of both the agents and those responsible for the destination is very important; therefore, they should attract the tourist visitors with the right socio-demographic profile, and second, improve the knowledge and the attitude of the visitors regarding the different attractions of the "all-inclusive” system. Thus, the value perceived by the tourists has a bearing on satisfaction, helping to reinforce loyalty to the destination.


Keywords


All-inclusive system, attitude, perceived value, satisfaction, loyalty, structural equations, Cape Verde.

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