Dissatisfaction Responses of Tourists in the Havana World Heritage Site

This paper aims to assess the relationships between tourists’ negative evaluation of key management areas in cultural city, their overall satisfaction and future intentions. More specifically, this proposes a covariance-based structural equations model (CB-SEM) influence dissatisfaction caused by failures tourist services, hygiene infrastructure on with trip intentions repeat it. Using data collected from 1500 tourists visiting Old Havana trip, confirms that opinion hygiene, cleanliness crowding is dominant explaining lower levels satisfaction. In addition, was found be only factor impact revisit city future. The results are useful for helping managers destinations distinguish most relevant attempt promote loyalty context tourism.