The aim of this research is to investigate international tourist’s expectations and experiences of Fiji as a holiday destination. This study used a modified HOLSAT questionnaire to source responses. 200 international tourists who were staying in hotels in Fiji participated in an intercept survey conducted in Nadi, Lautoka, and Suva. Descriptive and inferential statistics were employed to analyse tourist’s positive and negative holiday expectations and experiences. Results indicate that most positive attribute items of a holiday met or exceeded tourist’s expectations, most negative attribute items of a holiday were below tourist’s expectations, and both contributed to tourist’s sense of satisfaction with the holiday destination. Holiday attribute items that failed to satisfy tourists provide opportunities for further research and targeted interventions to further enhance tourist’s satisfaction with Fiji as a holiday destination.
https:Wainiqolo, I. and Shivanjali, S. (2018) Modelling Fiji’s Tourism Arrivals. Economics Group Working Paper, Reserve Bank of Fiji, Suva. https://www.rbf.gov.fj/getattachment/Publications-(1)/Working-Papers/Reserve- Bank-of-Fiji-Working-Papers/Modelling-Fiji-s-Tourism-Arrivals.pdf?lang=en-US
United Nations World Tourism Organisation (2018) 2017 International Tourism Results: The Highest in Seven Years. Press Release No. 18003. http://media.unwto.org/press-release/2018-01-15/2017-international- tourism-results-highest-seven-years
Fiji Government (2018) Fiji Bureau of Statistics Releases 2017 Census Results. https://www.fiji.gov.fj/Media-Centre/News/Fiji-Bureau-of-Statistics- Releases-2017-Census-Res
Rubin, S.D., Lee, W., Paris, C.M. and Teye, V. (2016) The Influence of Mindfulness on Tourists’ Emotions, Satisfaction and Destination Loyalty in Fiji. Travel and Tourism Research Association: Advancing Tourism Research Globally, 54. https://scholarworks.umass.edu/ttra/2011/Visual/54
Ceylan, C. and Ozcelik, A.B. (2016) A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion. Journal of Hotel & Business Management, 5, 1-10. https://doi.org/10.4172/2169-0286.1000125
Kang, M.H., Gretzel, U. and Jamal, T. (2008) Mindfulness: Definitions and Development of a Measurement Scale. Proceedings of the 39th International Conference Extended Abstracts on Travel and Tourism Research Association, Philadelphia, PA.
Yu, Y.T. and Dean, A. (2001) The Contribution of Emotional Satisfaction to Consumer Loyalty. International Journal of Service Industry Management, 12, 234-250. https://doi.org/10.1108/09564230110393239
Yuksel, A. and Yuksel, F. (2001) Comparative Performance Analysis: Tourists’ Perceptions of Turkey Relative to Other Tourist Destinations. Journal of Vacation Marketing, 7, 333-355. https://doi.org/10.1177/135676670100700404
Meng, F., Tepanon, Y. and Uysal, M. (2008) Measuring Tourist Satisfaction by Attributes and Motivation: The Case of a Nature-Based Resort. Journal of Vacation Marketing, 14, 41-56. https://doi.org/10.1177/1356766707084218
Yuksel, A. and Yuksel, F. (2003) Measurement of Tourist Satisfaction with Restaurant Services: A Segment-Based Approach. Journal of Vacation Marketing, 9, 52-68. https://doi.org/10.1177/135676670200900104
Reisinger, Y. and Waryszak, R. (1995) Japanese Tourists’ Perceptions of Their Tour Guides: Australian Experience. Journal of Vacation Marketing, 1, 28-40. https://doi.org/10.1177/135676679400100103
Dunn Ross, E.L. and Iso-Ahola, S.E. (1991) Sightseeing Tourists’ Motivation and Satisfaction. Annals of Tourism Research, 18, 226-237. https://doi.org/10.1016/0160-7383(91)90006-W
Chen, C.-F. and Chen, F.S. (2010) Experience Quality, Perceived Value, Satisfaction and Behavioral Intentions for Heritage Tourists. Tourism Management, 31, 29-35. https://doi.org/10.1016/j.tourman.2009.02.008
Malodia, S. and Singla, H. (2017) Using HOLSAT to Evaluate Satisfaction of Religious Tourist at Sacred Destinations: The Case of Religious Travelers Visiting Sacred Destinations in the Himalayas, India. International Journal of Culture, Tourism and Hospitality Research, 11, 255-270. https://doi.org/10.1108/IJCTHR-10-2015-0120
Sukiman, M.F., Omar, S.I., Muhibudin, M., Yussof, I. and Mohamed, B. (2013) Tourist Satisfaction as the Key to Destination Survival in Pahang. Procedia-Social and Behavioral Sciences, 91, 78-87. https://doi.org/10.1016/j.sbspro.2013.08.404
Truong, T.-H. and Foster, D. (2006) Using HOLSAT to Evaluate Tourist Satisfaction at Destinations: The Case of Australian Holidaymakers in Vietnam. Tourism Management, 27, 842-855. https://doi.org/10.1016/j.tourman.2005.05.008
Hui, T.K., Wan, D. and Ho, A. (2007) Tourists’ Satisfaction, Recommendation and Revisiting Singapore. Tourism Management, 28, 965-975. https://doi.org/10.1016/j.tourman.2006.08.008
Yu, L. and Goulden, L.M. (2006) A Comparative Analysis of International Tourists’ Satisfaction in Mongolia. Tourism Management, 27, 1331-1342. https://doi.org/10.1016/j.tourman.2005.06.003
Harrison, D. and Prasad, B. (2013) The Contribution of Tourism to the Development of Fiji and Other Pacific Island Countries. In: Tisdell, C., Ed., Handbook of Tourism Economics-Analysis, New Applications and Case Studies, World Scientific Publishing, Singapore, 741-761. https://doi.org/10.1142/9789814327084_0032
King, B. and Weaver, S. (1993) The Impact of the Environment on the Fiji Tourism Industry: A Study of Industry Attitudes. Journal of Sustainable Tourism, 1, 97-111. https://doi.org/10.1080/09669589309450708
Tribe, J. and Snaith, T. (1998) From SERVQUAL to HOLSAT: Holiday in Varadero, Cuba. Tourism Management, 19, 25-34. https://doi.org/10.1016/S0261-5177(97)00094-0
Giese, J.L. and Cote, J.A. (2002) Defining Consumer Satisfaction. Academy of Marketing Science Review, 1, 1-27.
Parker, C. and Mathews, B.P. (2001) Customer Satisfaction: Contrasting Academic and Consumers’ Interpretations. Marketing Intelligence & Planning, 19, 38-44. https://doi.org/10.1108/02634500110363790
Gardial, S., Fisher, D., Clemons, S., Woodruff, R.B., Schumann, D.W. and Burns, M.J. (1994) Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences. Journal of Consumer Research, 20, 548-560. https://doi.org/10.1086/209369
Peterson, R.A. and Wilson, W.R. (1992) Measuring Customer Satisfaction: Fact and Artefact. Journal of the Academy of Marketing Science, 20, 61-71. https://doi.org/10.1007/BF02723476
Kozak, M. (2002) Destination Benchmarking. Annals of Tourism Research, 29, 497-519. https://doi.org/10.1016/S0160-7383(01)00072-X
Wu, L., Zhang, J. and Fujiwaraa, A. (2012) A Tourists’ Multi-Destination Choice Model with Future Dependency. Asia Pacific Journal of Tourism Research, 17, 121-132. https://doi.org/10.1080/10941665.2011.616902
Chang, K.C. (2012) Examining the Effect of Tour Guide Performance, Tourist Trust, Tourist Satisfaction, and Flow Experience on Tourists’ Shopping Behavior. Asia Pacific Journal of Tourism Research, 19, 219-247. https://doi.org/10.1080/10941665.2012.739189
Craggs, R. and Schofield, P. (2011) The Quays in SALFORD: An Analysis of Visitor Perceptions, Satisfaction and Behavioral Intention. International Journal of Tourism Research, 13, 583-599. https://doi.org/10.1002/jtr.831
Denstadli, J.M. and Jacobsen, J.K.S. (2011) The Long and Winding Roads: Perceived Quality of Scenic Tourism Routes. Tourism Management, 32, 780-789. https://doi.org/10.1016/j.tourman.2010.06.014
Zabkar, V., Brencic, M.M. and Dmitrovic, T. (2010) Modeling Perceived Quality, Visitor Satisfaction and Behavioural Intentions at the Destination Level. Tourism Management, 31, 537-546. https://doi.org/10.1016/j.tourman.2009.06.005
Reisinger, Y. and Turner, L. (2000) Japanese Tourism Satisfaction: Gold Coast versus Hawaii. Journal of Vacation Marketing, 6, 299-317. https://doi.org/10.1177/135676670000600402
Ritchie, J.R.B. and Crouch, G.I. (2003) The Competitive Destination: A Sustainable Tourism Perspective. CABI Publishing, Wallingford.
Khadaroo, J. and Seetanah, B. (2008) The Role of Transport Infrastructure in International Tourism Development: A Gravity Model Approach. Tourism Management, 29, 831-840. https://doi.org/10.1016/j.tourman.2007.09.005
Rosentraub, M.S. and Joo, M. (2009) Tourism and Economic Development: Which Investments Produce Gains for Regions? Tourism Management, 30, 759-770. https://doi.org/10.1016/j.tourman.2008.11.014
Martilla, J. and James, J. (1997) Importance-Performance Analysis. Journal of Marketing, 41, 77-79. https://doi.org/10.1177/002224297704100112
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 4, 12-37.
Cronin, J.J. and Taylor, S.A. (1994) SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58, 125-131. https://doi.org/10.1177/002224299405800110
Oliver, R.A. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17, 460-469. https://doi.org/10.1177/002224378001700405
Churchill, G.A. and Surprenant, C. (1982) An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491-504. https://doi.org/10.1177/002224378201900410
Parasuraman, A. and Berry, L.L. (1991) Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 421-450.
Danaher, P.J. and Arweiler, N. (1996) Customer Satisfaction in the Tourist Industry: A Case Study of Visitors to New Zealand. Journal of Travel Research, 31, 89-93. https://doi.org/10.1177/004728759603500113
Knutson, B.J., Stevens, P. and Patton, M. (1995) DINESERV: Measuring Service Quality in Quick Service, Casual/Theme and Fine Dine Restaurants. Journal of Hospitality and Leisure Marketing, 3, 35-44. https://doi.org/10.1300/J150v03n02_04
Qu, H. and Li, I. (1997) The Characteristics and Satisfaction of Mainland Chinese Visitors to Hong Kong. Journal of Travel Research, 35, 37-41. https://doi.org/10.1177/004728759703500406
Kozak, M. and Rimmington, M. (2000) Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38, 260-269. https://doi.org/10.1177/004728750003800308
Meimand, S.E., Khalifah, Z. and Hakemi, H.G. (2013) Expectation and Experience Gap for Japanese Travellers Visiting Malaysian Homestay, Utilising Holiday Satisfaction Model. Indian Journal of Science and Technology, 6, 5593-5599.
Ryan, C. (1999) From Psychometrics to SERVQUAL to Sex: Measurement of Tourist Satisfaction. In: Pizam, A. and Mansfield, Y., Eds., Consumer Behavior in Travel and Tourism, The Haworth Press, New York.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006) Multivariant Data Analysis. Pearson University Press, Upper Saddle River, NJ.
Pareti, S.V. (2015) The Chinese Are Coming—Is Fiji Ready? A Study of Chinese Tourists to Fiji. Pacific Studies, 34, 145-165.