Factors affecting the satisfaction of foreign tourists visiting Japan at medium-sized Japanese-style inns : Through a survey based on the “expectation disagreement model” method

This study is targeting the foreign tourists who stay in Japan at medium-sized Japanese-style hot spring inns located in hot spring resorts. The purpose is to consider the factors that influence the satisfaction level by the Expectation Disconfirmation Theory, and to consider the effect of the satisfaction level on the revisit to the hot spring resort area or to Japan. For foreign tourists who stayed, we conducted a questionnaire survey on expectations based on various information, accommodation experience, tourism purpose, tourism cost, and satisfaction obtained from actual accommodation experience. As a result, we found that the satisfaction is influenced by the past accommodation experience and expectations based on the purpose of travel. In addition, it was confirmed that the satisfaction level of multiple items had an impact on lodging at the same type of hotel and willingness to return to the area or to Japan.