Abstract

Achieving tourist satisfaction is one of the most important factors in terms of stewardship by the different actors in tourist destinations. Even though there is extensive literature that analyses tourist satisfaction, there is no final consensus regarding which variables influence its creation. This study proposes a model in which satisfaction is a consequence of the functional, hedonic and symbolic benefits. The hedonic benefit is considered a multidimensional construct. At the same time, we suggest that this triad of benefits is a consequence of cognitive perception and affective evaluation. For this study, a non-probability sample of 750 tourists was used, based on quotas distributed proportionally among the main Chilean tourist destinations. Once the psychometric properties of the scales used in the study were verified, a structural equation model was estimated and it was found that satisfaction is a consequence of the functional and hedonic, but not the symbolic benefit. It is confirmed as well that the functional, hedonic and symbolic benefits are a consequence of cognitive perception and affective evaluation.