Journal ArticleDOI
Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL*
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In this article, the authors investigated the dimensionality of service quality within a professional service environment, in particular, in the tourism sector, based on data gathered from 320 tourists, and brought to light four interpretable service quality dimensions for tourism services: Assurance, Tangibility, Responsiveness and Responsiveness.Abstract:
In the ever more competitive nature-based tourism market, service providers must maintain every edge to remain competitive. Owing to the customer-oriented service endeavours, tourism enterprises, either private or public, need to improve their service offerings so as to retain or improve their market share. To help service providers identify their strengths and weaknesses, the most widely accepted measurement scale for service quality is the SERVQUAL instrument. One of the criticisms levelled against the SERVQUAL scale is its inappropriateness as a generic measure for all service settings. Empirical research as to the dimensionality of service quality within a professional service environment, in particular, tourism sector, is scant and this study, therefore, is aimed to extend the line of research in service quality measurement. Based on data gathered from 320 tourists, the study brought to light four interpretable service quality dimensions for tourism services: Assurance, Tangibility, Responsiveness an...read more
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A study of experiential quality, experiential value, trust, corporate reputation, experiential satisfaction and behavioral intentions for cruise tourists: The case of Hong Kong
TL;DR: In this article, a multi-dimensional and hierarchical approach is used to examine the relationships between higher-order experiential quality, experiencial value (emotional value and functional value), trust, corporate reputation and behavioral intentions perceived by cruise tourists.
Journal ArticleDOI
Measuring the Quality of Ecotourism Services: Case Study–Based Model Validation
TL;DR: In this paper, an exploratory factor analysis (EFA) was conducted to discover the underlying dimension of ecotourism services and test for reliability and validity, which resulted in seven factors totaling 27 items.
Journal ArticleDOI
Driving customer loyalty in the Malaysian fast food industry: The role of halal logo, trust and perceived reputation
TL;DR: In this article, the authors examined the effect of halal logo on trust and perceived reputation in the context of fast food industry in Malaysia and found that perceived reputation and trust were positively related to customer loyalty.
Journal ArticleDOI
A self-evaluation system of quality planning for tourist attractions in Taiwan: an integrated AHP-Delphi approach from career professionals
TL;DR: In this paper, the authors proposed a self-evaluation mechanism for tourism businesses in Taiwan, using an advanced integrated Analytic Hierarchy Process and Delphi approach derived from the supply side perspective.
Journal ArticleDOI
Riding High: Quality and Customer Satisfaction in Equestrian Tourism in Iceland
TL;DR: In this paper, the authors investigate customer satisfaction and visitor attitudes to several aspects of service quality in equestrian (horse riding) tourism, and identify important factors correlating to customer satisfaction by estimating the importance of those factors.
References
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Book
Using multivariate statistics
TL;DR: In this Section: 1. Multivariate Statistics: Why? and 2. A Guide to Statistical Techniques: Using the Book Research Questions and Associated Techniques.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.