What are the repurchase intentions of winter tourists in Norway in 2016? What makes them satisfied and what are their motivations? This thesis aims to clarify these themes. Existing theories and models of repurchase intentions in travel and tourism, as well as interview data from visitors, will be used to identify the main determinants of revisit intentions. The inspiration for this study came from the vision of the cluster Arena Usus. The Arena Usus network consists of 100 companies within the travel-, experience- and culture business in the south of Norway and they focus on repurchase within travel and tourism and its value. Their goal is that 90 percent of all visitors should want to return to Southern Norway. Due to their engagement, I will too look further into repurchase. More specifically; repurchase intentions of ski tourists vacating in Norway 2016. This thesis reports results from 74 personal interviews of slalom skiers during the winter of 2016. These interviews are conducted at the skiing resorts at Hovden, Hemsedal and Ål. In addition, I will use data from a quantitative survey from 2012 at Hovden ski resort in the analysis. This data belongs to Visit Sørlandet and were collected as part of the Usus project. When analyzing the collected data, I will try to answer the following three questions: 1. What are the motivations of ski tourists in Norway? 2. What makes them satisfied? 3. What makes them revisit? Given the fierce competition in the tourism and travel industry, it will be beneficial for all travel companies to obtain a deep understanding of tourist satisfaction and consumer behavior. This way, attractive tourist destinations can be offered, efficient market strategies can be created and one can to a larger extent prepare for future behavior. For this, the presented data is needed. The results show what factors that have the largest effect on satisfaction, repurchase intentions and for choosing a winter sport destination. Although former studies have shown clear tendencies, so far no such study has been conducted in Norway. I hope this thesis will create a foundation for further research and help companies to better understand the intentions of repurchase. Key words: revisit, customer satisfaction, loyalty, travel, tourism, skiing, Norway

Master thesis Business Administration - University of Agder 2016