The Relationship Between Service Quality, Consumption Emotions and Revisit Intention in Thermal Tourism: A Study in Balıkesir

Abstract

The thermal tourism enterprises, substantially sell the experience. Hence it is important for thermal tourism enterprises to deliver quality services so that customers attain positive emotions. Because, the positive emotions will encourage to seek the same positive experience in the future. The main purpose of this study is to examine the relation between the quality of service, consumption emotion and revisit intention in thermal tourism, and to investigate the most affecting element on the revisit intention. The research data is collected from 400 participants by face-to-face questionnaire using convenience sampling method. Obtained data is analyzed by using statistical package program with frequency, percentage, arithmetic mean, standard deviation, correlation and regression analysis. The research findings show that the relation between the quality of service, positive emotions, negative emotions, and revisit intention is significantly. In addition, the quality of service is quite effective on positive emotions, negative emotions and revisit intention. The findings obtain from the research reveal that the effect of the positive and negative consumption emotions on the revisit intention are higher than the service quality.