Perceived importance of and satisfaction with marina attributes in sailing tourism experiences: A kano model approach

Abstract

The goal of this research was to analyse the factors that are important to sailing tourists in assuring satisfying marina destination experiences. The analysis applied Kano's model to classify attributes that influence tourist satisfaction with marinas. The research was conducted in Denmark and the United Kingdom, two well-known origins of and destinations for sailing tourists. Of the fourteen attributes, clean marina sanitary facilities, helpful service attitudes of marina employees, water and electrical connections, weather, and clean marina grounds were rated highest in importance for sailing experiences. Based on Kano's model, the fourteen marina attributes were categorized into must-be, one-dimensional, attractive, and indifferent. This research gives insights into future strategic management decisions for marina destinations.