Search Results (9)

The present study explores the determinants of tourist satisfaction within the context of wellness tourism in Greece, an emerging segment of the tourism industry that emphasizes holistic well-being. The aim was to assess the overall satisfaction of wellness tourists, identify the relative importance and performance of satisfaction dimensions, and offer insights for service improvement. A structured questionnaire was administered to 487 wellness tourists during the summer of 2024, and the data were analyzed using descriptive statistics and the Multicriteria Satisfaction Analysis (MUSA) method. The results revealed a high overall satisfaction level (90.4%), with physical and spiritual well-being activities contributing most significantly to the satisfaction structure. In contrast, mind well-being activities scored the lowest in satisfaction, despite being rated highly in importance, suggesting a service gap. Improvement analysis indicated that mental and spiritual well-being activities are high-impact, low-effort areas for enhancement. Demographic data further highlighted that wellness tourists are typically young, educated and economically active women. The findings suggest the need for more personalized, holistic offerings and point to the potential integration of wellness and medical tourism services. The study offers practical implications for wellness providers and destination managers and identifies future research directions related to satisfaction dynamics and health-oriented tourism strategies. Full article

The measure for the establishment of young farmers of the Rural Development Plans in the European Union aims to face the problem of the aging of the rural population across Europe. With this measure an opportunity is given to young farmers to pursue farming, contributing to the sustainability of the agricultural sector. The main objective of the present research is to ascertain the level of satisfaction among young farmers participating in Sub-Measure “Establishment of Young Farmers” of the RDP 2014–2020. The research was conducted using the Multi-Criteria Satisfaction Analysis (MUSA) method with a sample of 89 young farmers who lived in the region of Central Macedonia in Greece and had successfully completed the program. The results show that the young farmers are mainly satisfied with their participation in the measure but there are many processes and procedures during the implementation of the program that can be improved. The Action and Improvement Diagrams of the MUSA methods show which parts of the processes need attention from the policy makers. Full article

This study explores the impact of guest satisfaction on the financial performance of 5-star hotels, with a focus on both service quality and environmental sustainability. The purpose of the research is to understand how improvements in key satisfaction dimensions influence hotel profitability, as measured by EBITDA, ROA, and ROE. Satisfaction was measured across SERVQAUL dimensions and the dimension of environmental sustainability. The data were analyzed using the Multicriteria Satisfaction Analysis (MUSA) method and linear regression models to determine the effect of satisfaction on financial performance. Results indicate that responsiveness is the most important factor for guests, while environmental sustainability ranks high in importance but shows lower satisfaction scores. The findings suggest that investing in both service quality and sustainability can significantly enhance a hotel’s financial returns. The study concludes that hotel managers should prioritize improvements in environmental sustainability and responsiveness to optimize guest satisfaction and financial performance. Full article

To reap the potential of renewable energy investments, many states of the European Union have been enacting policies to attract investments from various actors including citizens. Citizen satisfaction with investments has not been examined so far and, consequently, it is unknown whether the implemented policies are correct. Due to its ability to reveal weaknesses that affect satisfaction, satisfaction analysis may serve as a policy decision making tool, while a higher level of citizen satisfaction may build trustful relationships between citizens and governments and enhance citizen acceptance of renewable energy development plans. The aim of this study was to investigate citizen satisfaction with the state’s actions to facilitate investments in renewable energy sources and to detect the weaknesses of the current investment environment. A representative nationwide citizen sample (n = 1536) was recruited in a country of the European Union (Greece) and the MUlticriteria Satisfaction Analysis (MUSA) method analyzed eight criteria related to RES investments. The analysis indicated a low level of citizen satisfaction, while the most prominent weaknesses involved the licensing process and the policies for mitigating fossil fuel monopolies and improving the competitiveness of renewables. Results from this study point to strategic steps that could address weak policy areas that contribute to low citizen satisfaction. Full article

Retention of provisional substitute teachers (PSTs) in the teaching profession is an important and timely topic that relates to the sustainability of the schools’ work environment and teaching profession. The present study re-examines these issues using teacher job satisfaction (TJS) as a surrogate variable. More precisely, MUlti-criteria Satisfaction Analysis (MUSA) -a method that combines Multi-Criteria Decision and Importance-Performance Analysis- is applied to a data set of primary school substitute teachers from Greece to assess the contribution of schools’ performance on 5 important aspects of the school environment i.e., opportunities for self-fulfillment, work intensity/load, salary/income, leadership and collegial relations, to overall PSTs JS. The findings indicate that self-fulfillment and collegial relationships contribute the most to PST overall JS, whilst salary/income the least. The results further suggest that self-fulfillment is not only the facet of the work environment that PSTs value the most but also the strong point of the schools’ work environment. The study provides a new strategic perspective on TJS research, as well as evidence-based strategies for improving the quality of work life and attrition rate levels of substitute teachers. Moreover, the theoretical and practical implications of this study are presented and avenues for future research are highlighted. Full article

The evaluation of users’ satisfaction from the available e-Government services is a very important factor for the e-Government evolution. In this research, the MUlticriteria Satisfaction Analysis (MUSA) method and the related software is used in order to evaluate the users’ satisfaction of agricultural e-Government services. For this reason, we used the results of a survey conducted for an agricultural e-Government web portal in Greece. Five main criteria and the thirty-one sub-criteria were used in order to calculate the global and partial users’ satisfaction. From the results, the strong and the weak points of the agricultural e-Government services and the specific usability attributes that are more crucial for the users’ satisfaction were determined. The results of the questionnaire revealed that the average level of the users’ satisfaction is high but there are still actions to be taken in order to improve the provided agricultural e-Government services. Furthermore, the users of agricultural e-Government services attributed great importance to the criteria of interaction and accessibility. The MUSA method highlights the actions that have to be taken using action and improvement diagrams. Full article

During the last decade, the demand for electricity has increased significantly, both for companies and consumers. Therefore, in every country, there are companies developing and functioning to provide various forms of electric energy. The quality of the services that they provide has been of major concern for these companies for the last few years. The objective of this study is to examine residential customers’ satisfaction of electricity providers in Greece regarding various factors, such as the products, services, customer service, and the pricing policy. The present research was conducted with the use of a specially developed website questionnaire; 689 questionnaires were collected from January to June, 2019. The results were analyzed with the multicriteria satisfaction analysis (MUSA) method, which is considered as an aggregation–disaggregation approach developed on the qualitative analysis regression. The results of the study showed that the residential customers were quite satisfied. More specifically, the average global satisfaction index of the residential customers was about 52.15%. Using the results of this study, electricity providers will have the chance to frame their future products and services so as to keep their industrial customers satisfied. This empirical study may serve as a reference for other electricity providers who desire to carry out similar studies in the future. Full article

This aim of this paper is to measure industrial consumer satisfaction in the natural gas sector in Greece. By using the Multicriteria Satisfaction Analysis (MUSA) method, the paper measures industrial customer satisfaction based on criteria concerning the provided products and services, communication and collaboration with providers’ staff, customer service, pricing policy and website. The research results that are based on the analysis of 95 questionnaires collected during the period between June 2017 and October 2017 show that the index of the global customer has a good performance as its value is about 74.99%. Furthermore, the satisfaction criterion with the highest performance is the one concerning communication and collaboration with natural gas providers’ staff. It should be noted that the criterion concerning the provided products and services criterion is the only one with high performance and importance—meaning that it should be in the spotlight of the natural gas providers. The paper concludes that there is considerable space for improvements to be made. Customer satisfaction is of great importance for every company, as it can be highly connected with its performance. Using the results of this study, natural gas providers will have the chance to frame their future actions in order to keep their industrial customers satisfied. Taking into account both the fact that industrial customers’ share in the Greek natural gas market is about 25% and that this market has been recently liberalized, it is of vital importance for natural gas providers to have sufficient information about their industrial customers’ satisfaction. Full article

A user-centered approach in the development lifecycle of e- commerce websites is nowadays a crucial factor in the success of any on-line business. The purpose of this paper is twofold: a) to identify the factors that affect e-commerce website usability and b) to analyze the role of those factors in increasing the effectiveness of ecommerce web sites. Furthermore, it presents the application of a Multicriteria Satisfaction Analysis (MUSA) method to rank usability attributes in websites based on their competitiveness importance. A case study in eight e-tourism web-sites is presented as a demonstration of this work, the outcome of which will help usability specialists and e-commerce website developers to determine specific usability attributes that are more crucial to the overall usability and user satisfaction of a website. The results of the proposed approach suggest that for each e-commerce website certain usability attributes are likely to be more crucial to the success of the ecommerce website than others. Therefore, identifying the relevant usability attributes in advance through customers’ feedback can be a great advantage to website developers if they want to have an edge over other competitors. Full article