Analysis of tourist satisfaction in tourism supply chain management

ABSTRACT

This study investigates factors in tourism supply chain management (TSCM) which can influence tourist satisfaction in Isfahan, the leading tourist destination in Iran. Applying a neural network based on intelligent algorithm, the results indicate that factors such as recreation and entertainment, transportation system, tourism attractions, catering services, shopping and accommodation services failed to satisfy international tourists while tourist infrastructure and tourist information factors were quite satisfactory. It seems that TSCM in Isfahan failed to create an integration across heterogeneous sectors. This study contributes to our understanding of how TSCM is working in a mature destination in a developing country, with particular reference to Isfahan.

KEYWORDS:

• Tourism supply chain
• neural networks
• customer satisfaction
• tourists
• supply chain management