The Impact of Tourism Service Quality on Customer Satisfaction and Behavioural Intention
| المصدر: | مجلة اتحاد الجامعات العربية للسياحة والضيافة |
|---|---|
| الناشر: | جامعة قناة السويس - كلية السياحة والفنادق |
| المؤلف الرئيسي: | Abdalla, Ghada (Author) |
| مؤلفين آخرين: | Basiony, Abd Elazim (Co-Author) , El Sayed, Alaa Mohamed Shaker (Co-Author) |
| المجلد/العدد: | مج12, ع2 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2015
|
| الشهر: | ديسمبر |
| الصفحات: | 87 - 108 |
| DOI: |
10.21608/JAAUTH.2015.67441 |
| ISSN: |
1687-1863 |
| رقم MD: | 829553 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | HumanIndex |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Service Quality | Customer Satisfaction | Behavioural Intention | SERVPERF
|
| رابط المحتوى: |
عدد مرات التحميل
12
| المستخلص: |
Service quality (SERVQUAL) has received a considerable attention in the last 50 years. While Service quality is well documented in literature, fewer studies have been investigating the relationship of service quality with customer satisfaction and behavioural intention, and particularly in tourism. The aim of this paper is to examine the causal direct and indirect impact of service quality on customer satisfaction and behavioural intention. A total of 390 usable responses were obtained with a response rate of 71%. Structural equation modelling was used to analysis the current research data. The structural equation modelling results indicate that all the employed dimensions to measure service quality (tangibility, reliability, responsiveness, assurance, and empathy) have a direct influence on customer satisfaction and indirect impact on behavioural intention through customer satisfaction. These results help to clarify the mixed findings in the literature concerning the pattern of the causal relationship between service quality with customer satisfaction and behavioural intention. Finally, conclusions and limitations are outlined. |
|---|---|
| ISSN: |
1687-1863 |
عناصر مشابهة
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QUALITY IN TOURISM IDUSTRY A KEY TO CUSTOMER SATISFACTION
بواسطة: Khader, Jameel A. منشور: (2010) -
Service Quality, Customer Satisfaction and Customer Retention in Mobily
بواسطة: Al Mogbel, Abd Alaziz Muhammed منشور: (2009) -
Quality of Banking Service and its Impact on Customer Satisfaction
بواسطة: Amina, Tarzi منشور: (2022) -
Domestic Tourism Satisfaction : A Case Study of Abha, Saudi Arabia
بواسطة: Benjaber, Ali Saeed منشور: (2013) -
Impact of service Environment and Service Quality on Customer Satisfaction and Behavioral Intentions in Hotels
بواسطة: Ibrahim, Yasser منشور: (2018)
