Achievement of expectations in leisure travel satisfaction: An application of expectation-disconfirmation theory

The purpose of this study is to investigate satisfaction formation over the course of leisure travel experience, by tracing the experiential developments of leisure travel from anticipation, to on-site experience, and to recollection phases. In order to achieve this goal, this study integrates the multiphase design of leisure travel experience with expectation-disconfirmation theory. The current study posits that leisure travel experience is dynamic, and that the interactions between expectations and on-site achievement affect satisfaction across time.; Three research questions are addressed in this study: (1) To what extent do disconfirmation and satisfaction vary over the course of a leisure travel experience? (2) To what extent do disconfirmation and achievement of on-site experience affect satisfaction appraisals, respectively? (3) To what extent is expectation-disconfirmation theory applicable in understanding satisfaction of Grand Canyon backcountry overnight hikers?; Data were collected from 155 Grand Canyon backcountry hikers at four distinct times. The pre-trip questionnaire asked about expectations for setting conditions and on-site experience. The two on-site self-administered questionnaires asked about achievement of on-site experiences and satisfaction on the first night and last night of the hike, respectively. The post-trip questionnaire asked participants about the satisfaction of their trip. For pre- and post-trip questionnaires, participants had a choice between a paper-pencil and web-based versions.; The findings suggest that disconfirmation and satisfaction shift across time, and satisfaction was highest in the recollection phase, compared to the two on-site satisfaction assessments, by suggesting that people remember their past leisure travel experiences in a comparatively favorable manner. The findings further suggest that achievement of on-site experience, compared to disconfirmation, better predicts on-site satisfaction, while disconfirmation, compared to achievement, better predicts satisfaction in the recollection phase. The applicability of expectation-disconfirmation theory is a reasonable fit understanding overnight backcountry visitor satisfaction, especially when it is integrated with the design of multiphase leisure travel experience.