Predicting Visitor Satisfaction in Parks: Comparing the Value of Personal Benefit Attainment and Service Levels in Kakadu National Park, Australia

A key insight from this study is that the benefits visitors attain during their experience—such as those derived from nature and relaxation—are stronger predictors of overall satisfaction with Kakadu National Park than traditional measures of service quality. The research compares two approaches: assessing visitor service quality and measuring the attainment of perceived benefits, revealing that the latter has a more significant impact on positive responses to park visits. Factor analysis identified distinct types of benefits, which showed varying correlations with satisfaction based on visitors' proximity to the park. This finding suggests that park managers should prioritize creating experiences that facilitate the attainment of desired benefits, rather than solely focusing on service quality improvements.

Crilley, G., Weber, D., & Taplin, R. (2012). Predicting Visitor Satisfaction in Parks: Comparing the Value of Personal Benefit Attainment and Service Levels in Kakadu National Park, Australia. Visitor Studies, 15(2), 217–237. https://doi.org/10.1080/10645578.2012.715038