Zach Jarrett

Zach Jarrett on the summit of Three Finger Jack in Oregon

(graduated Fall 2007)

Expectancy-Disconfirmation Theory and Recreation Visitor Satisfaction

I investigated whether the importance recreationists place on campsite attributes, and the performance of recreation managers in providing those attributes, can accurately measure visitor satisfaction in Fishermen's Bend Campground, western Oregon. An Importance-Performance analysis was used to evaluate the significance of specific campground attributes. Expectancy disconfirmation theory, which evolved from the construct of service quality, was also used to measure visitor satisfaction. The study was conducted in summer 2005. Site surveys were conducted at Fishermen's Bend Campground, a recreation setting categorized as "roaded natural" according to the Recreation Opportunity Spectrum. Results from the study build on prior research investigating visitor satisfaction and service quality in a natural resource setting, through the identification of specific biophysical, social, and managerial attributes, and their ability to accurately measure visitor satisfaction and service quality levels. I discovered that a comprehensive understanding of specific attributes' ability to contribute to a high quality recreational experience can be accomplished by cross referencing attributes that are strong indicators of service quality with their placement on the Importance-Performance matrix.

Zach is currently a Recreation Planner for the BLM in western Oregon, working primarily on wilderness and river issues.

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