手法を比較

	HOLSAT Holiday Satisfaction Analysis	Expectancy-Disconfirmation Tourist Satisfaction
分野	Tourism Recreation	Tourism Recreation
系統	Process / pipeline	Process / pipeline
提唱年	1998	1980
提唱者	John Tribe & Tim Snaith	Richard L. Oliver
種類	Expectation-performance holiday satisfaction instrument	Cognitive model of satisfaction from expectation-performance disconfirmation
原典	Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism Management, 19(1), 25-34.	Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
別名	Holiday Satisfaction Analysis, HOLSAT Model, Holiday Satisfaction Expectation-Performance Model	Expectation-Disconfirmation Model, Disconfirmation of Expectations Paradigm, Tourist Satisfaction Disconfirmation Analysis
関連	3	3
概要	HOLSAT, short for holiday satisfaction, is an instrument for measuring tourists' satisfaction with a holiday by comparing what they expected before the trip with how the destination actually performed. Developed by John Tribe and Tim Snaith in 1998 and tested in Varadero, Cuba, HOLSAT was a deliberate move beyond the service-quality instrument SERVQUAL, which Tribe and Snaith judged ill-suited to holidays because a holiday is a complex, multi-attribute experience that includes negative as well as positive features. HOLSAT therefore measures both positive attributes, where high performance is good, and negative attributes, where low performance is good, and it captures satisfaction as the relationship between prior expectations and experienced performance on each attribute. The attributes are then plotted to reveal regions of satisfaction and dissatisfaction, making HOLSAT a practical, holiday-specific application of the expectancy-disconfirmation logic of consumer satisfaction.	The expectancy-disconfirmation paradigm is the dominant theory of consumer satisfaction and, applied to tourism, the foundation for understanding why tourists are satisfied or disappointed. Set out in Richard Oliver's 1980 cognitive model, the paradigm holds that satisfaction is not determined by how good an experience is in absolute terms but by how the experience compares with prior expectations: when perceived performance exceeds expectations there is positive disconfirmation and satisfaction rises, when it falls short there is negative disconfirmation and satisfaction falls, and when it matches there is confirmation. In tourism this explains why the same destination can delight one visitor and disappoint another depending on what each anticipated. The analysis measures expectations and perceived performance, derives the disconfirmation between them, models how disconfirmation and expectations drive satisfaction, and links satisfaction to outcomes such as intention to revisit and to recommend.