Effects of Customer Satisfaction on Nature-experience-type facility, Promotion to Attract New Customers and Regional Problem-solving by Users

Abstract

The purposes of this study were to test, using a quantitative model, the hypotheses that customer satisfaction of a nature-experience-type facility has effects on the facility, and to examine a new style of facility management. We conducted a questionnaire survey of users of the Nature Center “Forest Kozan” in Noboribetsu City in 2014, and constructed a model of user evaluation by covariance structure analysis. The model developed showed two effects of customer satisfaction on the nature-experience-type facility: increase in the level of intention of new customers to use the facility through word-of-mouth communication of users and increase in the level of motivation of users to solve regional problems.