Expectation–disconfirmation typology in the assessment of transport infrastructure in resort towns

The aim of the article is to assess the alignment between tourists’ expectations regarding transport infrastructure in resort towns and their actual experiences. The study applied Expectation- Confirmation Theory (ECT) and the Wilcoxon signed rank test to analyse data collected using the CAWI method from a sample of 847 tourists from Poland. The results indicate negative disconfirmation across all 26 analysed variables, with the largest discrepancies concerning parking and public transport fees, as well as accessibility for people with disabilities. Based on the level of expectations, magnitude of disconfirmation, and strength of statistical effect, a typology comprising four categories of variables was developed: critical shortcomings, unmet hopes, low expectations, and hidden gems. This typology serves as a practical tool for prioritizing investments in transport infrastructure of tourist destinations.

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