JoSTE

Article Details

Vol. 6 No. 3 (2025): May

A review on tourist experience quality – Systematic review and bibliometric analysis

https://doi.org/10.35912/joste.v6i3.1975
20 May 2025

Abstract

Purpose: This study summarizes, synthesizes, and presents the existing empirical knowledge on tourist experience quality from to 2002-2023.

Research Methodology: Systematic Literature Review methodology recommended reporting items, and PRISMA guidelines were used to achieve the above-mentioned objective. Based on predetermined seven inclusion criteria 50 papers were obtained from Lens.Org, Google Scholar, Emerald Insight, Tailor, and Francis. Every paper obtained was prepared in Lens.ORG format. Further, Biblioshiny and VOSviewer-based mathematical tools such as Keyword Co-Occurrence Analysis were employed to analyze the content and structure of papers.

Results: The researcher found four themes, including (01). Tourist Contentment (02). Perceived Performance (03). Future Travel Behaviors (04). Tourist Wellbeing. Thus, Destination Image, Satisfaction, and Tourist Loyalty were the keywords of the first theme. Perceived Values and Perceived Risks were the keywords of the second theme. The only keyword of the third theme was behavioral intentions. The fourth theme was authenticity and QoL. Moreover, the findings emphasized that Tourist Experience quality had been investigated by many researchers in relation to satisfaction, behavioral intentions, and destination image perceived value. However, few studies have been undertaken on perceived risk, authenticity, and quality of life related to tourist experience quality.

Conclusion: The study analyzed tourist experience quality research from 2002-2023 to, identifying four themes by meeting systematic literature review requirements.

Limitations: This study obtained papers only from the aforementioned databases. Thus, future researchers could obtain papers from other databases.

Contribution: This study assists government, non-government organizations, and academics in developing improved techniques, concepts, and service developments related to tourist experience quality.

Keywords

Keyword Co-Occurrence Analysis Systematic Literature Review Tourist Experience Quality

How to Cite

Bandara, W. M. A. H., Ranasinghe, J. P. R. C., & Dassanayake, D. M. C. (2025). A review on tourist experience quality – Systematic review and bibliometric analysis. Journal of Sustainable Tourism and Entrepreneurship, 6(3), 227–243. https://doi.org/10.35912/joste.v6i3.1975

Download Citation

Endnote/Zotero/Mendeley (RIS) BibTeX

References

  1. Andrli?, B., Priyashantha, K. G., & De Alwis, A. C. (2023). Employee engagement management in the COVID-19 pandemic: A systematic literature review. Sustainability, 15(2), 987. https://doi.org/10.3390/su15020987
  2. Aparicio, G., Iturralde, T., & Maseda, A. (2019). Conceptual structure and perspectives on entrepreneurship education research: A bibliometric review. European Research on Management and Business Economics, 25(3), 105-113. https://doi.org/10.1016/j.iedeen.2019.04.003
  3. Beattie, M., Murphy, D. J., Atherton, I., & Lauder, W. (2015). Instruments to measure patient experience of healthcare quality in hospitals: a systematic review. Systematic reviews, 4, 1-21. https://doi.org/10.1186/s13643-015-0089-0
  4. Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of marketing, 65(3), 34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
  5. Brereton, P., Kitchenham, B. A., Budgen, D., Turner, M., & Khalil, M. (2007). Lessons from applying the systematic literature review process within the software engineering domain. Journal of Systems and Software, 80(4), 571-583. https://doi.org/10.1016/j.jss.2006.07.009
  6. Callon, M., Courtial, J.-P., Turner, W. A., & Bauin, S. (1983). From translations to problematic networks: An introduction to co-word analysis. Social Science Information, 22(2), 191-235. https://doi.org/10.1177/053901883022002003
  7. Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35. https://doi.org/10.1016/j.tourman.2009.02.008
  8. Choudhry, N. K., Fletcher, R. H., & Soumerai, S. B. (2005). Systematic review: the relationship between clinical experience and quality of health care. Annals of internal medicine, 142(4), 260-273. https://doi.org/10.7326/0003-4819-142-4-200502150-00008
  9. Cobo, M. J., López?Herrera, A. G., Herrera?Viedma, E., & Herrera, F. (2012). SciMAT: A new science mapping analysis software tool. Journal of the American Society for information Science and Technology, 63(8), 1609-1630. https://doi.org/10.1002/asi.22688
  10. Cole, S. T., & Scott, D. (2004). Examining the mediating role of experience quality in a model of tourist experiences. Journal of Travel & Tourism Marketing, 16(1), 79-90. https://doi.org/10.1300/J073v16n01_08
  11. Dalimunthe, G. P., Suryana, Y., Kartini, D., & Sari, D. (2022). The effect of experience quality on behaviour intention: the mediating role of tourists' perceived value in subak cultural landscape of Bali, Indonesia. International Journal of Business and Systems Research, 16(5-6), 515-532. https://doi.org/10.1504/IJBSR.2022.125468
  12. Domínguez-Quintero, A. M., González-Rodríguez, M. R., & Paddison, B. (2020). The mediating role of experience quality on authenticity and satisfaction in the context of cultural-heritage tourism. Current Issues in Tourism, 23(2), 248-260. https://doi.org/10.1080/13683500.2018.1502261
  13. Domínguez-Quintero, A. M., González-Rodríguez, M. R., & Roldán, J. L. (2021). The role of authenticity, experience quality, emotions, and satisfaction in a cultural heritage destination Authenticity and Authentication of Heritage (pp. 103-117): Routledge.
  14. Edvardsson, B., Enquist, B., & Johnston, R. (2005). Cocreating customer value through hyperreality in the prepurchase service experience. Journal of service research, 8(2), 149-161. https://doi.org/10.1177/1094670505279729
  15. Fakir, M. K. J., & Miah, M. R. (2021). Factors Influencing E-WOMs in Restaurant Business: Evidence from Bangladesh. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 17-36. https://doi.org/10.35912/joste.v3i1.1169
  16. Ghorbanzade, D., Mehrani, H., & Rahehagh, A. (2019). The effect of experience quality on behavioral intentions of domestic tourists in visiting water parks. Cogent Business & Management. https://doi.org/10.1080/23311975.2019.1580843
  17. Ghorbanzadeh, D., Shabbir, M. S., Mahmood, A., & Kazemi, E. (2021). Investigating the role of experience quality in predicting destination image, perceived value, satisfaction, and behavioural intentions: a case of war tourism. Current Issues in Tourism, 24(21), 3090-3106. https://doi.org/10.1080/13683500.2020.1863924
  18. Gleeson, H., Calderon, A., Swami, V., Deighton, J., Wolpert, M., & Edbrooke-Childs, J. (2016). Systematic review of approaches to using patient experience data for quality improvement in healthcare settings. BMJ open, 6(8), e011907. https://doi.org/10.1136/bmjopen-2016-011907
  19. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
  20. Gunasekara, I., & Silva, S. (2021). Agro-Tourist Satisfaction in Sri Lanka: With Special Reference to Tourist Socio-Demographic and Destination Characteristics. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 61-73. https://doi.org/10.35912/joste.v3i2.1230
  21. Habibi, A., & Ariffin, A. A. M. (2019). Value as a medical tourism driver interacted by experience quality. Anatolia, 30(1), 35-46. https://doi.org/10.1080/13032917.2018.1496122
  22. Huang, T.-Y., Chen, J. S., & Ramos, W. D. (2023). Slow tourism: The relationship between tourists’ slow food experiences and their quality of life. Tourism Review, 78(1), 159-176. https://doi.org/10.1108/TR-02-2022-0053
  23. Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251-267. https://doi.org/10.1177/1938965510363264
  24. Jain, T., Currie, G., & Aston, L. (2022). COVID and working from home: Long-term impacts and psycho-social determinants. Transportation Research Part A: Policy and Practice, 156, 52-68. https://doi.org/10.1016/j.tra.2021.12.007
  25. Jeaheng, Y., Al-Ansi, A., Chua, B.-L., Ngah, A. H., Ryu, H. B., Ariza-Montes, A., & Han, H. (2023). Influence of Thai street food quality, price, and involvement on traveler behavioral intention: exploring cultural difference (eastern versus western). Psychology research and behavior management, 223-240. https://doi.org/10.2147/PRBM.S371806
  26. Jimber del Rio, J. A., Hernández-Rojas, R. D., Vergara-Romero, A., & Dancausa Millán, M. G. D. (2020). Loyalty in heritage tourism: The case of Córdoba and its four world heritage sites. International journal of environmental research and public health, 17(23), 8950. https://doi.org/10.3390/ijerph17238950
  27. Juluri, P., Tamarapalli, V., & Medhi, D. (2015). Measurement of quality of experience of video-on-demand services: A survey. IEEE Communications Surveys & Tutorials, 18(1), 401-418. 10.1109/COMST.2015.2401424
  28. Kao, Y.-F., Huang, L.-S., & Wu, C.-H. (2008). Effects of theatrical elements on experiential quality and loyalty intentions for theme parks. Asia Pacific Journal of Tourism Research, 13(2), 163-174. https://doi.org/10.1080/10941660802048480
  29. Kim, K., Hallab, Z., & Kim, J. N. (2012). The moderating effect of travel experience in a destination on the relationship between the destination image and the intention to revisit. Journal of Hospitality Marketing & Management, 21(5), 486-505. https://doi.org/10.1080/19368623.2012.626745
  30. Kullada, P., & Michelle Kurniadjie, C. R. (2021). Examining the influence of digital information quality on tourists’ experience. Journal of Quality Assurance in Hospitality & Tourism, 22(2), 191-217. https://doi.org/10.1080/1528008X.2020.1769522
  31. Kumar, A., & Lata, S. (2022). Measuring environmental responsible behavior through experience quality, perceived value, and tourist satisfaction from the perspectives of tourists in natural sites. Journal of Global Business Insights, 7(2), 166-183.
  32. Lee, S., Park, H., & Ahn, Y. (2020). The influence of tourists’ experience of quality of street foods on destination’s image, life satisfaction, and word of mouth: The moderating impact of food neophobia. International journal of environmental research and public health, 17(1), 163. https://doi.org/10.3390/ijerph17010163
  33. Lian Chan, J. K., & Baum, T. (2007). Ecotourists' perception of ecotourism experience in lower Kinabatangan, Sabah, Malaysia. Journal of sustainable tourism, 15(5), 574-590. https://doi.org/10.2167/jost679.0
  34. Liberati, A., Altman, D. G., Tetzlaff, J., Mulrow, C., Gøtzsche, P. C., Ioannidis, J. P., . . . Moher, D. (2009). The PRISMA statement for reporting systematic reviews and meta-analyses of studies that evaluate health care interventions: explanation and elaboration. Journal of clinical epidemiology, 62(10), e1-e34. https://doi.org/10.1136/bmj.b2700
  35. Luo, Y., Lanlung, C., Kim, E., Tang, L. R., & Song, S. M. (2018). Towards quality of life: The effects of the wellness tourism experience. Journal of Travel & Tourism Marketing, 35(4), 410-424. https://doi.org/10.1080/10548408.2017.1358236
  36. Mansour, J. S., & Ariffin, A. A. M. (2017). The effects of local hospitality, commercial hospitality and experience quality on behavioral intention in cultural heritage tourism. Journal of Quality Assurance in Hospitality & Tourism, 18(2), 149-172. https://doi.org/10.1080/1528008X.2016.1169474
  37. Mohamed, G. A., Alakhras, H. A., Khalil, R. A., & Mohamed, M. A. (2021). Role of Tourism Advertising Campaigns in Improving Destination Image. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 75-88. https://doi.org/10.35912/joste.v3i2.1223
  38. Moon, H., & Han, H. (2019). Tourist experience quality and loyalty to an island destination: The moderating impact of destination image. Journal of Travel & Tourism Marketing, 36(1), 43-59. https://doi.org/10.1080/10548408.2018.1494083
  39. Noyons, E. C. M., Moed, H. F., & Luwel, M. (1999). Combining mapping and citation analysis for evaluative bibliometric purposes: A bibliometric study. Journal of the American society for Information Science, 50(2), 115-131. https://doi.org/10.1002/(SICI)1097-4571(1999)50:2<115::AID-ASI3>3.0.CO;2-J
  40. Okoli, C., & Schabram, K. (2015). A guide to conducting a systematic literature review of information systems research.
  41. Otto, J. E., & Ritchie, J. B. (1996). The service experience in tourism. Tourism management, 17(3), 165-174. https://doi.org/10.1016/0261-5177(96)00003-9
  42. Pareigis, J., Edvardsson, B., & Enquist, B. (2011). Exploring the role of the service environment in forming customer's service experience. International Journal of Quality and Service Sciences, 3(1), 110-124. https://doi.org/10.1108/17566691111115117
  43. Paule-Vianez, J., Gómez-Martínez, R., & Prado-Román, C. (2020). A bibliometric analysis of behavioural finance with mapping analysis tools. European Research on Management and Business Economics, 26(2), 71-77. https://doi.org/10.1016/j.iedeen.2020.01.001
  44. Popay, J., Roberts, H., Sowden, A., Petticrew, M., Arai, L., Rodgers, M., . . . Duffy, S. (2006). Guidance on the conduct of narrative synthesis in systematic reviews. A product from the ESRC methods programme Version, 1(1), b92.
  45. Priyashantha, K. (2023). Disruptive technologies for human resource management: A conceptual framework development and research agenda. Journal of Work-Applied Management, 15(1), 21-36. https://doi.org/10.1108/JWAM-10-2022-0069
  46. Priyashantha, K., De Alwis, A., & Welmilla, I. (2021). The facets of gender stereotypes change: a systematic literature review.
  47. Priyashantha, K., & Dilhani, V. (2022). Determinants of E-government adoption: a systematic literature review.
  48. Priyashantha, K. G., De Alwis, A. C., & Welmilla, I. (2022). Work-family conflicts in the context of labour market change: a systematic literature review.
  49. Ranasinghe, R., Kumudulali, U., & Ranaweera, A. (2019). The role of park attributes in visitor satisfaction: Evidence from Minneriya National Park in Sri Lanka. Journal of Sustainable Tourism and Entrepreneurship (JoSTE), 1(1), 87-104. https://doi.org/10.35912/joste.v1i2.218
  50. Seufert, M., Egger, S., Slanina, M., Zinner, T., Hoßfeld, T., & Tran-Gia, P. (2014). A survey on quality of experience of HTTP adaptive streaming. IEEE Communications Surveys & Tutorials, 17(1), 469-492. 10.1109/COMST.2014.2360940
  51. Sharma, P., & Nayak, J. K. (2020). Examining experience quality as the determinant of tourist behavior in niche tourism: an analytical approach. Journal of Heritage Tourism, 15(1), 76-92. https://doi.org/10.1080/1743873X.2019.1608212
  52. Suhartanto, D., Brien, A., Primiana, I., Wibisono, N., & Triyuni, N. N. (2020). Tourist loyalty in creative tourism: the role of experience quality, value, satisfaction, and motivation. Current Issues in Tourism, 23(7), 867-879. https://doi.org/10.1080/13683500.2019.1568400
  53. Sun, X., Lin, B., Chen, Y., Tseng, S., & Gao, J. (2019). Can commercialization reduce tourists’ experience quality? Evidence from Xijiang Miao village in Guizhou, China. Journal of Hospitality & Tourism Research, 43(1), 120-140. https://doi.org/10.1177/1096348017736569
  54. Tranfield, D., Denyer, D., & Smart, P. (2003). Towards a methodology for developing evidence?informed management knowledge by means of systematic review. British journal of management, 14(3), 207-222. https://doi.org/10.1111/1467-8551.00375
  55. Tsai, C.-T. S., & Wang, Y.-C. (2017). Experiential value in branding food tourism. Journal of destination marketing & management, 6(1), 56-65. https://doi.org/10.1016/j.jdmm.2016.02.003
  56. Turner, M., Kitchenham, B., Brereton, P., Charters, S., & Budgen, D. (2010). Does the technology acceptance model predict actual use? A systematic literature review. Information and software technology, 52(5), 463-479. https://doi.org/10.1016/j.infsof.2009.11.005
  57. Van Eck, N. J., & Waltman, L. (2014). Visualizing bibliometric networks Measuring scholarly impact: Methods and practice (pp. 285-320): Springer.
  58. Wu, H.-C., Cheng, C.-C., & Ai, C.-H. (2017). A study of experiential quality, equity, happiness, rural image, experiential satisfaction, and behavioral intentions for the rural tourism industry in China. International Journal of Hospitality & Tourism Administration, 18(4), 393-428. https://doi.org/10.1080/15256480.2017.1289138
  59. Wu, H.-C., Cheng, C.-C., & Ai, C.-H. (2018). A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong. Tourism management, 66, 200-220. https://doi.org/10.1016/j.tourman.2017.12.011
  60. Xiao, Y., & Watson, M. (2019). Guidance on conducting a systematic literature review. Journal of planning education and research, 39(1), 93-112. https://doi.org/10.1177/0739456X17723971
  61. Yin, J., Ji, Y., Huang, P., & Ni, Y. (2023). Fatigue or satisfaction at crowded attractions? Current Psychology, 42(36), 32588-32599. https://doi.org/10.1007/s12144-023-04263-3
  62. Yoshida, M. (2017). Consumer experience quality: A review and extension of the sport management literature. Sport Management Review, 20(5), 427-442. ttps://doi.org/10.1016/j.smr.2017.01.002
  63. Yu, J., Lee, K., Ariza-Montes, A., Vega-Muñoz, A., & Han, H. (2021). How do air quality issues caused by particulate matter affect consumers’ emotional response to tourism destinations and willingness to visit? International journal of environmental research and public health, 18(19), 10364. https://doi.org/10.3390/ijerph181910364
  64. Zhang, S.-N., & Deng, F. (2022). Innovation and authenticity: Constructing tourists’ subjective well-being in festival tourism. Frontiers in psychology, 13, 950024.
  65. Zhang, Y., Liu, Y., & Tao, W. (2022). The influence of tourists’ online value co-creation behavior on consumer-brand relationship quality: The moderating effect of altruism. Frontiers in psychology, 13, 950546.

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors

1 . W. M. A. H. Bandara
Uva Wellasssa University, Badulla, Sri Lanka
2 . J. P. R. C. Ranasinghe
Uva Wellasssa University, Badulla, Sri Lanka
https://orcid.org/0000-0003-0506-9667
3 . D. M. C. Dassanayake
Rajarata University, Mihinthale, Sri Lanka
https://orcid.org/0000-0001-6211-8897

Downloads

View PDF

Statistics

Downloads

Download data is not yet available.

Issue

Vol. 6 No. 3 (2025): May
Section: Articles
Contact Us
WhatsApp Instagram Facebook LinkedIn Email