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Assessing Key Satisfiers and Sustainable Ecolodge Experience Management Through Profile Accumulation Techniques

The paper presents a pioneering investigation of qualitative empirical findings of experiential 
responses to ecolodge accommodation as a place of experience consumption from the guest perspective. It 
identifies the key satisfying experiential dimensions; and subsequently to recommend strategies for developing 
sustainable quality ecolodge experience strategies that arise from the key experiential dimensions identified 
within the study. The profile accumulation technique (PAT) developed by Johns and Lee-Ross (1997) as a 
novel research tool, was extended to investigate ecolodge service experiences, which are deemed to offer a more 
valid and rounded methodology, shifting away from quantifying the types of satisfying dimensions. A total 
of fifty-three PAT survey forms were completed by guests who stayed in ecolodges in Lower Kinabatangan, 
Sabah, Malaysia. Four key satisfying experiential consumption dimensions are seen to be important in 
describing and evaluating ecolodge experiences: ecolodge location/landscape; pristine natural environment 
and peaceful atmosphere; novelty in experiences and eco-recreation-based activities. Guest satisfying 
experiences are largely dependent upon ecolodge external environmental aspects - surrounding natural 
environment and attractions (wildlife and pristine landscape), eco-activities and the emotive aspects of the 
guests. Experiential consumption offered by ecolodge accommodation seems to be attributed to guest emotions 
more than the cognitive aspects of ecolodge service performance, which differs from that provided by other 
traditional and specialist types of accommodation. The findings have significant implications for managing and 
operating an ecolodge as a place of quality experiences consumption. Significant attention is needed to 
conserve and preserve the ecolodgeâ€™s natural and environmental attraction as these elements are attributed to 
the satisfying dimensions and thus, significantly affect guest satisfaction. Ecolodge operators should capitalise 
on these satisfying experiential dimensions as part of their marketing and selling strategy as well as sustainable 
development quality ecolodge experiences. The satisfying experiential dimensions add to the existing tourist 
experience literature and the ecolodge experiences. Sustainable ecolodge management need to focus on guest 
satisfying key experiential consumption dimensions rather than on service quality dimensions.