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

https://doi.org/10.35912/joste.v6i3.1975
Published: May 20, 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:
1. Keyword Co-Occurrence Analysis
2. Systematic Literature Review
3. Tourist Experience Quality
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
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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
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Vol. 6 No. 3 (2025): May
Articles
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  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
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  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
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  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
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  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
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