Exploring the Determinants of Hot Spring Tourism Customer Satisfaction: Causal Relationships Analysis Using ISM
, Yetian Chen 1, Chiung-Shu Cheng 2, Joselyne Lucky Uwanyirigira 1 and Ching-Torng Lin 3,*Round 1
Reviewer 1 Report
It is a work that applies a method little used until now in the investigations but interesting, in order to analyze the qualitative valuations of the clients. As far as the review of the literature is concerned, it focuses primarily on customer satisfaction, while the empirical study assesses the quality of service. Therefore, it would also be useful to talk about the concept of quality of service and its differences with respect to the quality of service. In some lines it is observed that certain words are longer than the rest and are usually the same, so the authors have copied and pasted without realizing that it is necessary to change the size of the letters ("convenience, food, service, quality and facilities").
Author Response
point 1. It is a work that applies a method little used until now in the investigations but interesting, in order to analyze the qualitative valuations of the clients.
Response:
Thank your appreciation.
Point 2. As far as the review of the literature is concerned, it focuses primarily on customer satisfaction, while the empirical study assesses the quality of service. Therefore, it would also be useful to talk about the concept of quality of service and its differences with respect to the quality of service.
Response:
Thank your suggestion.
The differences and relationship between quality of service and customers satisfaction has been added. Please see Page 3. Line 153, 154.
A wide range of literature have shown that service quality and customers satisfaction are conceptually distinct but closely related constructs.
Point 3. In some lines it is observed that certain words are longer than the rest and are usually the same, so the authors have copied and pasted without realizing that it is necessary to change the size of the letters ("convenience, food, service, quality and facilities").
Response:
Thank your comments.
We have checked and amended it.
Author Response File: 
Author Response.docx
Reviewer 2 Report
The study and the research presented is of great interest. In this sector there is a lot of research to be done, using all possible multidisciplinary approaches. The authors explain and adequately justify the research gap and the need to conduct the study after an extensive literature review.
As for the structure of the paper, it is adequate and its content of great value. The authors explain adequately and in detail each of the phases of their research. On the other hand, it is worth mentioning the use of statistical techniques to achieve their objectives, adequate techniques to achieve it.
The authors worked adequately on the results obtained, weakness of many studies, but not of this, through three sections with a highly relevant content: conclusions, managerial implications and Discussions.
The bibliography used is adequate, highly relevant, and up-to-date.
For all the above, I congratulate the authors for their research.
Author Response
Point 1. The study and the research presented is of great interest. In this sector there is a lot of research to be done, using all possible multidisciplinary approaches. The authors explain and adequately justify the research gap and the need to conduct the study after an extensive literature review
Response: Thank your appreciation.
Point 2. As for the structure of the paper, it is adequate and its content of great value. The authors explain adequately and in detail each of the phases of their research. On the other hand, it is worth mentioning the use of statistical techniques to achieve their objectives, adequate techniques to achieve it
Response: Thank your appreciation.
Point 3.
The authors worked adequately on the results obtained, weakness of many studies, but not of this, through three sections with a highly relevant content: conclusions, managerial implications and Discussions.
Response: Thank your appreciation.
Point 4. The bibliography used is adequate, highly relevant, and up-to-date
Response: Thank your appreciation.
Author Response File: Author Response.doc
Reviewer 3 Report
The manuscript is to explore the determinants factors of customer satisfaction to Hot Spring Tourism. The manuscript is well organised and written. The following are some minor suggestions for further improvement:
Please check the font size of the manuscript to ensure it is consistent.
Authors should also highlight how their study could contribute to policy, help in formulating marketing strategies of resort etc.
Refer to some more relevant articles about sustainable issues
Author Response
Point 1. Please check the font size of the manuscript to ensure it is consistent.
Response:
Thank your comments.
We have checked and amended it.
Point 2. Authors should also highlight how their study could contribute to policy, help in formulating marketing strategies of resort etc.
Response:
Thank your suggestions.
The contribute to policy has been added as below. Please see Page 18, line 572-576.
Thus, the finding provided significant insights and was notable for hot-spring hoteliers or marketers to take resource base marketing strategy into account when they attempt to create a customer satisfaction relationship with the guests. For example, the hot spring providers must concentrate their resource to focus on improve “Environment Quality” and maintain "Special Resources".
Point 3.
Refer to some more relevant articles about sustainable issues
Response:
Thank your suggestions.
The sustainable issues literature has been added as below. Pease see page 2, line 64 and reference.
1. Chen, F. H., Hsu, T. S., & Tzeng, G. H. (2011). A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP. International Journal of Hospitality Management, 30(4), 908-932.
2. Lee, T. H. (2010). Assessing visitors' experiences at hot spring recreation areas in Taiwan. International journal of tourism research, 12(2), 193-203.
3. Lee, C. F., & King, B. (2009). A determination of destination competitiveness for Taiwan's hot springs tourism sector using the Delphi technique. Journal of Vacation Marketing, 15(3), 243-257.
Author Response File: Author Response.doc
