منیژه بحرینی زاد

Although many factors can impact on tourist satisfaction, the features which are under the control of tourism destination managers play a crucial role. This paper aimed to identify and classify the features of tourism destination that influence on the overall tourists’ satisfaction. Based on an extensive review, proposes a model to identify features related to the destination. The model classifies all features in two categories: service features (food, accommodation, transportation, shopping, entertainment, tour, urban setting, and site) and environmental features (socio-cultural, natural environment, economic environment). These features are not equally important in tourist satisfaction. The proposed model can be seen as a tool to help decision makers to plan improving programs to meet tourists’ expectations.