Hospitality

Republic of the Philippines
SURIGAO DEL SUR STATE UNIVERSITY
Main Campus, Tandag City
COLLEGE OF BUSINESS AND MANAGEMENT
Chapter 1
THE PROBLEM AND ITS SETTING
Introduction
Tourist site also known as tourist destination is one of the important
functions of local tourism development in which the residents together with the
Local Government Unit (LGU) promote and encourage tourism industry in order
to preserve one’s community identity and cultural heritage. In fact, the
government has made its strategic plans and programs in cooperation with the
local residents and tourism advocates in the realization of the tourism activities
and services.
According to Bhatia (2014) tourism is also a source of employment. It is a
highly labor-intensive industry offering employment to both the semi-skilled and
the unskilled. Being a service industry, it creates employment opportunities for
the local population. It is a major source of income-an employment for individuals
in many places deficient in natural resources, which cannot readily contribute to
the economic prosperity of the area except through the medium of tourism.
Studies show that the number of tourist visiting the site and their satisfaction level
has a great impact on the growth of tourism in the area.
According to Manzo (2005) positive place attachment generally makes
people recall satisfying or happy experiences in a place. And thus makes people
want to maintain or be close to the place where the experience happened. In

contrast, negative affective place attachment maybe created when people have
unhappy experiences in a place.
Nevertheless, in place attachment research the focus is predominantly on
positive affective place attachment in tandem with positive behavior or
perceptions (Guinliani 2006). In other words, this shows that tourists who had
great experiences in visiting a place had higher chance visiting and revisiting the
destination site, recommending the site to others (friends, relatives, etc.),
spending more at the attraction in the future and participating in on–site activities
and events, and the likelihood of socializing with people at the attractions.
Furthermore, the government is making a huge step in promoting tourist in
our country. It is relevant to conduct a study that will determine the return and
considerable investment for the tourism industry; hence, this study will be
conducted for the tourist spots here in the province of Surigao del Sur,
particularly in the Britania Islands, San Agustin, Surigao del Sur in its tourist
destination.
In other words, this study involves the sustainability and quality of tourism
development which involves the tourist site visit/destination in showcasing one’s
community identity and cultural heritage of the Britania Islands, San Agustin,
Surigao del Sur.

Conceptual Framework
People visit other destinations not just to have fun, but also to experience
the things that the place has to offer. This experience usually affects the
perception of tourist of weather to revisit the place or not. In Britania Islands,
there are activities that will surely give the experience of a lifetime.
In other words, it contextualizes the interests of tourists to visit a certain
tourist destination in order to experience one’s culture, heritage and hospitality of
the locals.
Motivation was defined as a driving force which compels an individual to
take action (Shciffman and Kanuk 2008). This implies that motivation drives a
person to take action. This shows that motivation is one of the reasons why
people visits different destination such as the Britania islands.
On the other hand, motivation embraces the quality and spontaneity of
interests that the tourists encouraged to visit and experience one’s local
destination sites.
Tourist attractions are one of the things that tourists are after when visiting
other places. They often visit far provinces rather than staying in the crowded city
due to the beauty of the place. Amazing scenery, fresh air and the tranquil setting
that attracts them the most.
On the other hand, tourists’ attraction depends on tourists’ destination
sites which are interesting and motivating that the tourists will experience, feel
and appreciate the beauty of one’s culture and natural destination sites.

In previous studies, customer satisfaction has been linked to higher
business profit through loyalty (Alegre and Juaneda 2006, Gupta, McLaughlin
and Gomez 2007).
In other words, tourism development sounds local hospitality which
welcomes and avenues tourists in experiencing destination site present in a
certain locality/municipality.
With respect to the improvement of the tourist experiences in Britania
Islands, the Local Government Officials together with the local residents should
embrace the importance of the tourism development in order to support tourism
industry, promote hospitality and preserve cultural heritage and destination sites
for sustainable resource management.

Table 1. Schematic Diagram of the Present Study
In other words, the diagram shows the structure and concept of the
present study with respect to the tourist experiences in Britania Islands which
actually includes motivation, tourists’ activities and tourists’ level of satisfaction
which highlights different activities for the tourists to experience. Meanwhile,
tourists’ destination/site and feedback is essential that determines the strengths
and weaknesses of the tourists’ site/destination. Thus, tourist experiences
through tourists’ site/destination visit and feedback will substantiate and establish
improvement towards the local tourism industry and hospitality management in
order that to strengthen tourism development and sustainable resource
management of the local and in order to appreciate culture, local heritage and
destination sites.
Tourist’s
Experiences
In Britania
Islands with
respect to:
motivation,
tourists’
activities
and
tourists’ level
of satisfaction
Tourists’
Destination/
Site Visit and
Feedback
Improvement
towards Local
Tourism Industry
and Hospitality
Management

Statement of the Problem
Tourist site visit is one of the significant functions in tourism and hospitality
management in order to assess further developments and needs for sustainable
resource management for local tourism. In other words, this study will attempt to
conduct a survey on the tourists’ experiences in Britania Islands, San Agustin,
Surigao del Sur.
Specifically, it will seek to answer the following questions:
1. What is the motivation of the tourists in visiting Britannia with respect to:
1.1 Primary reason for visit,
1.2 Means knowing the place,
1.3 Number of nights stayed,
1.4 Means of transport use in the destination,
1.5 Accommodation,
2. What are activities that the tourists’ experience in Britania Islands?
3. What is the level of tourists satisfaction in terms of:
3.1 means of seeking information,
3.2 access,
3.3 physical environment,
3.4 social and cultural environment,
3.5 visitor control protection procedure,
3.6 commercial consideration,
3.7Tourist staff,

4. Based on the findings of the study, what could be done to improve tourists’
expectance in the destination?
Scope and Limitation of the Study
The study will cover only the perceptions of travelling tourists in the tourist
hub of Britania Islands, San Agustin, Surigao del Sur. Meanwhile, it will deal on
the motivation of the tourists in visiting the islands of Britania, activities that the
tourists’ experience, level of tourists satisfaction and feedbacks for the
improvement towards local tourism industry and hospitality management.
Moreover, assessing the travelers is particularly limited to only the tourists in San
Agustin, Surigao del Sur for the Academic Year 2015-2016.

Significance of the Study
The findings of this study will give enough information to the following
group of individuals or entities:
To the LGU-San Agustin Officials. This study will give them enough
information with respect to the importance of local tourism industry and
sustainable resource management. Furthermore, it will help them to create plans
and proposals that strengthen and support tourism employment for the benefit of
the locals in order to preserve culture, local heritage and destination sites.
To the Resort Owners and Administrators. This study will provide them
information on tourism and hospitality management which encourage them to
provide and create new services and activities that will motivate tourists to visit
and experience in order to promote and appreciate local tourism industry and
respond the needs of tourists’.
To the Hospitality Industry. This will study will help them improved with
respect to services and activities which will promote tourism development and
hospitality management. Furthermore, it will help the locals to cooperate and
participate in tourism development in accommodating and welcoming tourists
and in providing them tourism employment.
To the Community. This study will help them informed in the importance
of tourism industry and hospitality management with respect to the tourist site
visit in order to provide opportunity with tourism employment that the locals are
expecting to be part of the tourism development and sustainable resource
management.

To the Future Researchers. This study will give information and
opportunity in tourism industry and hospitality management. Also, it will help
understand that tourism has played an important role in employment and
preservation of a certain tourist destination/site, culture and local heritage.

Definition of Terms
The following terms are conceptually and operationally defined for a better
understanding among readers.
Activity refers to the condition in which things are happening or being
done. In this study, the term is used to determine the different activities intended
for tourist site/destination visit and experiences.
Destination refers to the place to which someone or something is going
or being sent. In this study, the term is used to identify the different tourist
destination/site in Britania Islands, San Agustin, Surigao del Sur.
Experience refers to the events someone or something has undergone. In
this study, the term is used to describe the tourists’ experiences in the particular
tourists’ site/destination in Britania Islands, San Agustin, Surigao del Sur.
Field refers to a particularly branch of study of activity or interest. Also, it
refers to place where major activities happened. In this study, the term is used to
identify the tourist field also known as tourist hub in Britania, San Agustin,
Surigao del Sur.
Hospitality Management refers to the organization of tourism activities
and services which support, provide and acknowledge accommodations for
tourists. In this study, the term is used to identify what are ways and on how
resort management deals and responds with tourists’ needs.
Motivation refers to is an internal process that makes a person move
toward a goal. In this study, the term is used to describe on how the tourists are

attracted and motivated to visit a particular destination/site in Britania, San
Agustin, Surigao del Sur.
Satisfaction refers to the act of fulfilling a need, desired, or appetite, or
the feeling gained from such fulfillment. In this study, the term is used to describe
the perceived levels of satisfaction of tourists in visiting the destination/site in
Britania, San Agustin, Surigao del Sur.
Survey refers to investigate the opinion or experience of a group of
people by asking them question. In this study, the term is used to describe on
how the survey is to be done in Britania, San Agustin, Surigao del Sur.
Tourism refers to a field which promotes and advocates in preserving and
showcasing culture, destination sites and local heritage. In this study, the term is
used to describe on how tourism contributes and supports hospitality and
employment to the local government and the residents.
Tourist refers to a person who is travelling or visiting place pleasure. In
this study, the term is used to describe the tourists found in Britania Islands, San
Agustin, Surigao del Sur.

Chapter 2
REVIEW OF RELATED LITERATURE AND STUDIES
This chapter presents the related literature and studies which will support,
strengthen and substantiate the present study. Also, it follows the presentation of
synthesis that summarizes the review of related literature and studies in foreign
and local contexts.
Related Literature
Foreign
The tourism industry is considered one of the largest and fastest growing
industries in the world (Ninemeier & Perdue, 2005; Cooper & Hall, 2008). As a
worldwide occurrence it forms a very important part of the service sector strongly
influencing the economy (Ninemeier & Perdue, 2008). For the tourism industry to
maintain or improve its current status it is dependent on tourists‟ travel decisions
which are reflected in travel behavior.
Papatheodorou (2006) stated that destination choice has always been an
important aspect in tourism literature and there are various factors influencing
travel decisions. These factors constitute of culture, travel motivations, finances
and previous experiences, to name a few Cooper and Hall (2008) state that
tourism is subject to a collection of influences and factors that determine its
relative distribution.
Travel motivations forms an integral part of travel behavior and has been
widely researched and applied in tourism marketing strategies. The need to see

the unseen and know the unknown drives people to travel to new places and
motivates them to visit new destinations (Venkatesh, 2006).
Travel behavior can therefore be defined as the way tourists behave
according to their attitudes towards a certain product and their response by
making use of the product (March & Woodside, 2005).
If tourism literature has mostly focused the attention on tourism
satisfaction, this is due to the fact that from it a series of concepts descends such
as loyalty (Song et al, 2012) or tourist complaints (Lee et al., 2011).
Local
The places known for scuba diving, surfing, caving, board sailing,
mountain/rock climbing, and kayaking are even less accessible or are unsafe.
They are down rugged coasts or in areas infested with rebels. Accessibility of
the tourism destinations and mobility of tourists in the standard and mode of
transportation required to efficiently convey the market from their point of origin
and within the Philippines is limited (Locsin, 2010).
Tourism plays an important role in the socio-economic development of a
country. In the Philippine’s tourism attractions, particularly major destinations like
Boracay, Palawan, Camiguin, and Bohol. It also discussed deterrents to the
growth of tourism in the country. It explored the Department of Tourism’s tourism
strategy, looked into the public and private sector partnership in tourism
development and proposed possible alternatives for improved tourism in the
Philippines. Finally, it concluded that the aggressive effort of the Department of

Tourism and the enthusiastic participation of the private sector, with deliberate
push from the Philippine Chamber of Commerce and Industry, to upgrade and
expand the tourism-related infrastructure, facilities, amenities, and systems
present a bright future for the Philippine tourism industry. Lagman, 2008.
The issue of competitiveness of tourism destinations has become
increasingly important, particularly for countries and regions that rely heavily on
tourism (Gooroochurn & Sugiyarto, 2005).
A destination may be considered competitive if it can attract and satisfy
potential tourists. Not only does the competitiveness of a destination directly
affect tourism receipts in terms of visitor numbers and expenditures, but also it
indirectly influences the tourism-related businesses, such as the hotel and retail
industries in that destination, to a certain extent. They found a significant
relationship between the three factors and tourist satisfaction and revisit
intention, respectively. However, little is found about the attributes of theatrical
performances in the tourism research. Some useful studies are found in the
hospitality field. For instance, Hede, Jago and Derry (2005).
In addition to the role of firms in determining the national competitiveness,
Newman, Porter, Roessner, Kongthong, and Jin (2005) listed a number of other
factors that could influence national competitiveness.
They believe that competitiveness encompasses everything from national
government policies and citizens’ attitudes to investments in infrastructure and
manufacturing capability. He needs to personally persuade the local people to

support efforts to develop tourism in the area. He must also commit to use the
resources of the Department and its influence on the other Departments like the
Environment and Natural Resources, Agrarian Reform, and Interior and Local
Government for the development of tourism in the area. An aggressive advocacy
campaign urging local government officials to enhance the attractiveness of the
natural wonders in their area by putting in place the support infrastructure such
as access roads, and ensuring the security and safety of visitors in their area,
and also initiating the development of tourism-oriented attractions in their area.
Monton et., al (2008).
Related Studies
Foreign
The two studies found, were Correia, Oom do Valle and Moço (2007) who
conducted research on the travel motivations of tourists to exotic places and
Chang (2007) who did an analysis of travel motivations of package tour
travellers. Chang (2007) indicated that the motives for package tour travellers
are: relaxation and pleasure, social relationships, socio-economic factors and
socio- psychological needs.
On the other hand, Correia et al. (2007) identified the travel motivations to
exotic destinations: knowledge, leisure, socialization, facilities, core attractions
and landscape features. These two studies do not exhibit much correlation
except for socialization and leisure factors. A reason for this could be that
different types of tourists who travel to different destinations have a different

travel motivation which emphasizes the importance of this research study.
Tourism also involves international linkages and foreign expertise which leads to
technology and knowledge transfers in favor of the local economy.
The opportunities that tourism presents encourage entrepreneurship and
stimulate business. Tourism-related industries spawn or give impetus to other
industries. Hotels, restaurants, and shops spur the construction industry;
restaurants create demand for farm products and agricultural produce; and
souvenir shops and retail establishments in the area promote the handicraft
industry. The resultant expansion or improvement in infrastructure such as roads,
airports, seaports, transportation systems, and in a cleaner environment bring in
foreign investments in the form of more and better resorts and support amenities
like hotels, restaurants, and entertainment establishments (Smith and Jackson,
2009)
According to a destination management approach (Xia et al., 2009),
destination attributes are of fundamental importance for the valuation of the
experience
According to Alegre and Garau, (2010) the evaluation is also the result
between the attributes and the ex ante tourist’s expectation. Literature on tourist
information has over emphasized the importance of tourist information for
destination choice and, hence, at the induced level (Jacobsen and Munar, 2012),
Underestimating the role of access to information at organic level. Literature on
this subject measures the tourist satisfaction indifferent ways. These differences

can depend on the use of various methodologies and indicators this experience
implies an encounter with the service and the relative “judgment” (Bowen and
Schouten, 2008) expressed by tourists after their experience that can determine
satisfaction or dissatisfaction.
Although most of the respondents would not watch the same theatrical
performance alone in the future, they did not object to accompanying their friends
or relatives to see it again, and were very likely to recommend what they had
seen to others. The findings of this study are consistent with those of Chen et al.
(2008).
Those tourists are willing to recommend the theatrical performance that
they have seen to others, and that factors of the theatrical performance have a
positive and significant relationship with recommendation intention. Li, Lai, Chick,
Zinn and Graefe (2007) found a positive relationship between culture and level of
satisfaction. In the present study, the participants mentioned that they could not
understand the local culture. It is accepted that the importance of research
concerning age being one of demographic factors has increased in travel
literature, and there isn’t any meaningful difference among under and over 50
year old tourists in terms of the destination image (Chi et al., 2009).
It is seen that visitors without a four year education have perceived the
destination image more positively than those having undergraduate and
postgraduate education and that visitors have got different income situations has

created a significant difference in evaluating the destination image (Chi et al.,
2009).
Local
The experiences of countries using tourism as a tool for stimulating
development have been varied. Partly it is because of the many forms that
tourism takes as well as the varying abilities of destinations to attract visitors, and
to cater to their needs. The absence of a widely accepted consensus on the
impacts of tourism has raised substantial debates on its viability as a
development strategy. On one side of the debate, those who favor the traditional
mainstream and commercial tourism models believe that the foreign exchange
and employment generated by the industry far outweigh the environmental and
socio-cultural costs. At the other end of the spectrum, critics of mainstream
tourism tend to believe that the industry is destructive and exploitative of the local
environment, economy and culture. Thus they believe that tourism is best
avoided unless it is so small-scale, indigenously-owned and environmentally
sensitive without regard to economic viability. Sugiyarto et al. (2006).
Mitchell and Ashley (2006) also point out that the most important pro-poor
impact of tourism is the local employment generated by the industry. Tourism is
significantly more labor- intensive than other non-agricultural sectors as
supported by cross-country comparison data. Furthermore, tourism employment
relatively favors the marginalized sector as a higher proportion of women workers
relative to other similar industries are employed.

Also it employs more semi-skilled and unskilled labor. In the Philippines,
several studies have shown some empirical evidence of the positive effects of
tourism in the selected areas. Tourism creates new enterprises; hence generate
new employments and source of income for the locals. Acejo et al.’s (2006) case
study on Tagbilaran City in Bohol showed an example of how the rise of many
micro- and small enterprises came alongside the growth of tourist arrivals in the
region. Tourism results in additional income earned by local enterprises from
goods and services bought by tourists, wages to households in connection with
tourism-related employment and income to the government through tourism-
related taxation and fees. The impact of tourism on the economy varies
depending on the tourism strategy undertaken. The fact that the tourism industry
in the Philippines is still relatively underdeveloped presents policy makers with
opportunities to learn from the experiences of other countries and take
advantage of tourism as a development strategy. The potential for foreign
exchange and employment generation makes it an attractive tool for economic
development. Certainly, several issues need to be addressed to make the
Philippine tourism industry more competitive. This is to ensure that the sector
does not fall into the threat that it has become in other countries. Fortunately,
there are mutually-beneficial steps that the government, the private sector and
local communities can take to maximize the gains and minimize the losses from
tourism. (Shah 2006).

He further notes that local people have been known to feel a sense of
alienation rooted in feelings of a loss of social control and cultural identity.
Similarly, Dulnuan’s (2008). The fact that tourism is highly dependent on the very
same natural and cultural resources that it negatively impacts on, adds a sense
of urgency towards arresting these trends. Getting the local government and the
town’s civic clubs to join hands in enhancing the attractiveness of tourist
destinations should be one of the principal tasks of the Department of Tourism.
The Secretary needs to launch an information and education campaign that
highlights the significant contributions that tourism can make to the development
of the local economy, the improvement of the environment, and the increase in
job opportunities.
Synthesis
Based on the literature and studies in both foreign and local contexts,
travel decision of tourist is influenced by various factors such as culture, travel
motivation, finances and previous experience.
It is also stated that the growth of tourism depends on what the destination
has to offer for tourists. This will be possible if the local government agencies and
the community itself joined hands in creating projects that will showcase the
beauty of the place so that people would know what to expect upon visiting the
destination. This will not only boost the tourism of the area, it will also create
more job opportunities for the people of the locality.

Chapter 3
RESEARCH METHODOLOGY
This chapter discusses the research design, research locale, research
respondents, instrumentation, data gathering procedure and statistical treatment
used in this study.
Research Design
This study will use the survey approach of research especially the
quantitative research design. It will tell us about the perception of every
respondent for the information given. It utilized the said approach as the main
purpose of this research was to attempt conduct a survey on the tourists’
experiences in Britania tourist spots.
A survey is research technique in which data gathered by asking question
of respondents before initiating survey research, the investigation must
determine the format that is most appropriate for the proposed investigation.
Survey is clarified according to their forces and scope.
Research Locale
The study will be conducted at the Britania Islands, San Agustin, Surigao
del Sur. The panoramic view of 24 islets dotting the horizon like half-submerged
domes gives the impression that Britania is where Poseidon once held court. And
the god of the sea must have made sure to position the floating charmers such
that they kiss, hug and part as one sails past them. Britania is famous for its
group of islands. But the fact is! It’s an assemblage of islets, sandbars and

promontories in varying degrees of landmass and protrusions. All these are
uninhabited, with minimal or no vegetation, surrounded by water of the clearest
glass by The Geographic Channel featured it as one of the best spots in Asia.
Carpeted with sand the color and texture of Goldilocks’ “polvoron.”
Long before Britania became a magnet for tourists that it is now, it was
called Alepanto. And to this day, old folks differ on who gave this rich fishing
village its original name. Some say it was a band of nomads looking for a place
to stay and earn a living during the Spanish period; others say it was Gregorio
Lamela (aka Kapitan Golong), then a highly respected local.
Britania Group of Islands is composed of 24 islets scattered around
Lianga Bay, locally famous for its pristine water and very fine, almost powdery
sands. It's like combining Boracay Island of Aklan and Hundred Islands of
Pangasinan in one province. One of Britania's "selling points" are its different
hues and colors of sea water, I remember going to another island that has light
green hues then to another with azure waters.

Figure 2. The Map of San Agustin, Surigao Del Sur

Research Respondents
The tourists from three (3) of the resorts located in Britania Islands. The
distribution of respondent is shown in Table 1.
The Sloven sampling technique was applied for the three (3) resorts that
are established near Britania islands to answer the questionnaires.
Table 1
Distribution of the Respondents by Resorts
RESORTS NUMBER OF TOURISTS SAMPLE
Mc Arthur’s Place 130 75
La Entrada 90 51
Arena Blanca
Britania Beach Resort
80 45
Total 300 171
Instrumentation
This study will use questionnaires as the surveying instrument whereby
the questions are carefully formulated to gather significant information related to
the study. The questionnaire was derived from the “Workshop on Indicators of
Sustainable Development for Tourism Destinations”.
The survey questionnaire will be composed of three (3) parts. The first
part of the questionnaire is about motivation of tourist in a destination, the
primary reason of their visit. The second part will be on tourist activities, the

different tourist activities that undertaken in a certain location or destination. The
last part will be the visitor’s satisfaction, the information of the level of tourist
satisfactory that they experience.
The methods used are checklist survey questionnaire in this research; this
particular instrument has been chosen due to the unique characteristic of the
study population and the efficiency of data collection. The surveys will be
consisted close-ended questions formulated based on the objectives and
research question of this research. The question will follow a logical progression
starting with themes and progressing to complex issues to sustain the interest of
respondents and gradually stimulate question answering. The surveys explain
the purpose of this research and its relevance and to seek their agreement to
participate in this research. The use of the checklist questionnaire is to promotes
efficiency and offers respondents to answer the survey at their own pace and
convenience.
Data Gathering Procedure
During the time of the research survey in Britania islands, the researchers
have a preparation for the guest like launching the survey questionnaire to gather
some information to the respondents but. Before that, the researchers should
have a letter for the authorization from the Dean, Program chair office/SSG to
approve their research survey. After the approval from the Dean, Program chair
office/SSG, the researchers also send a letter to the resort owner/administrator to
ask permission that the researchers want to conduct a survey at the resort. Then,

if the resort owner/administrator was allowing to the researchers to conduct their
survey, the researchers will launch the survey questionnaire.
Statistical Treatment
The statistical tools to be used are the following:
Frequency Counting
This is tabulation of how many times a certain variables occurs within a
calculation. This was used to determine the demographic profile of the
respondents, to answer all the statement of the problem.
Percentage and Ranking
A percentage is a number ratio expressed as a fraction of 100. It is often
denoted using the percent sign (%) or the abbreviation “pct’’. This was used to
identify the percentage of the data gathered and ranking is used to identify the
rank of the variable, to answer problem number 2.
Weighted Mean
This is will be used to determine the activities do tourist experience in
Britania, San Agustin Surigao del Sur and the level of tourist satisfaction, to
answer problem number two 2 and number 3.

References Cited
Beerli, A. and Martı´n A. (2005) Factors Influencing destination image. Annals of
Tourism Research, Vol. 31, No. 3, pp. 657–68.
Shafiq, Miriam and Raza, (2011) Motivation, Vol. 55, No. 4, pp. 653-655.
Tella, Ayeni and Popoola.(2007) Motivation Psychological.
Dessler, Individual Motivation, (, 2008) Vol. 60, No.2, pp. 582-600.
Chi and Qu, (2008)Destination and Tourist Satisfaction.
Ninemeir and Peradue, (2005) cooper and Hall, 2008 tourism industry
Papatheodoron, (2006) tourism literature and factors influencing travel decision.
Venkatesh, (2006) travel behavior , Vol. 10, No.15, pp. 88-92.
March and Woodside, (2005) Tourism literature and tourism satisfaction (song et
al, 2012) or tourist complaints (Lee et al,2011) literature and tourist satisfaction.
Bowen and schouten, (2008) satisfaction or dissatisfaction.
Chen et al, (2008) tourist theatrical, Vol. 50, No. 2, pp. 600-605.
Locsin, (2010) tourist activities, Vol. 16, No. 80, pp. 325-360.
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Lagman, (2008) competitiveness tourism destination.
Pantig and smith, (2005) tourism related industries, Vol. 25, No. 3.
Jackson, (2009) Destination management, Vol. 25, No. 36.
Acejo et’ al; (2006) local study, Vol. 29, No. 21

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