Ecoserv

Khan, Maryam

doi:10.1016/s0160-7383(02)00032-4

Cited by 178 publications

(30 citation statements)

References 22 publications

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“…The activity develops economics contribution to the local people who live closed to the beach, because they trained to utilize it in the natural way. Besides, the activity contributes funding to conserve the environment along the coastal-zone, and local-community empowerment (Ban & Ramsaran, 2016;Conway & Cawley, 2016;Fitzgerald & Stronza, 2016;Boley & Green, 2016, Halim, 2014Buckley et al, 2008;and Khan, 2003).…”

Section: Literature Reviewmentioning

confidence: 99%

Probing Coastal Eco-Tourism in Pasir Putih Beach, Indonesia

Hengky¹

2017

BMH

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Indonesia's tourism-ministry is targeting 20 million foreign tourists' visiting Indonesia in 2019. Moreover, traveling to the natural-coastal eco-tourism becomes a tourist's trend and their priority's decision on considering their leisure time's plan. "Pasir Putih" beach is one of the natural beach-tourism, have been attractive natural-scenic in Lampung. The existing performance indicated that the destination is quite ordinary. Therefore, the visitation of tourist to Lampung increased averagely up to 30% annually. While, recently there has been some environmental quality problem such as a damage to coral reefs and sea grass beds around the destination. This lowers the quality to the environment in the future that will impact the quantities, and the visit of tourists. It is extremely clear visible in the results of gap analysis tourism performance bunch, who demonstrate the need for effort to control the utilization of the beach environment and implement programs for the coast protection of coastal areas for improving and maintaining its quality, which is very important, because such activity can provide economic contribution to the community and local government. Moreover, on the supply sides, travel agent collaborates with travel agency get to reduce the negative impact of coastal-tourism activity by conserving various coral reefs, sea grass. This effort would occur by developing local-community empowerment on conserving both sides of coastal-destination that becomes the favorites scenic for them on developing natural coastal tourism along the coastline.

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Section: Literature Reviewmentioning

confidence: 99%

Probing Coastal Eco-Tourism in Pasir Putih Beach, Indonesia

Hengky¹

2017

BMH

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“…"While there are some practitioners, scholars and academics who believe that this topic seems to come to the end of its life in the literature in the 2000's, still there are some opponent researchers who thinks that some industries did not hear the siren call of this concept and more adaptations and theoretical applications are required in their field" (Erdogan & Bavik, 2008). For example, Khan (2003) suggested ECOSERV for measuring quality expectations in ecotourism.…”

Section: Literaturementioning

confidence: 99%

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

Wijesekera

Fernando

2017

PAR

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The most accepted SERVQUAL is heavily applied to measure the service quality of Business to Customer (B2C) profit oriented organizations than for non-profit organizations. As such, this paper describes the development of a 19-item instrument for assessing customer perceptions of service quality in public service with special reference to Divisional Secretariats in Sri Lanka. To do so, both qualitative and quantitative methods were utilized in three fundamental stages recommended by Churchill (1979) and Parasuraman et.al, (1988). In following their footsteps, initially a qualitative research was undertaken in five Divisional Secretariats within Gampaha District through interviews with 50 customers from different backgrounds and affiliations which produced 42-items with eight factors emerged. These 42-items were included in a questionnaire and quantitative study was undertaken with 100 respondents who were current or recent customers of Divisional Secretariats within Gampatha District. To ensure the reliability and validity of the measures of service quality construct, mainly reliability test, split-half reliability and factor analysis, were used. Finally, 42-items were deduced in to 19-items and a new scale was developed to measure the service quality of Divisional Secretariats with 5 dimensions Responsiveness, Communication, Tangible, Empathy and Assurance. Among these, responsiveness dimensions could be the least important and the empathy dimension was of most concern to customers. As a closing note, limitations and further studies were discussed.

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“…Generally, two main research instruments used in quality measurement are Importance-Performance Analysis (IPA) and SERVQUAL. However, there have been problems with the reliability and validity of IPA due to its way of measurement (Oh, 2001) while SERVQUAL (Parasuraman et al, 1988) is still more preferred as a reliable predictor of overall service quality (Khan, 2003). Also supporting SERVQUAL, Bigne et al (2003) proved the validity and reliability of its scale in tourism industry, especially by testing service quality received from travel agencies.…”

Section: Service Qualitymentioning

confidence: 99%

The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

Khương¹,

Phuong²,

Chau³

2016

RES

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As company tours have become more popular and received much attention in Vietnam, it is a favorable chance for travel companies and agencies to gain more customers and profits. This study was carried out to investigate the effects of travel service quality, using SERVPERF assessment procedure, on word-of-mouth (WOM) behaviors of the whole organization through the mediation of perceived value and satisfaction, so that further recommendations would be suggested for tourism companies to improve their services. Quantitative approach was applied with questionnaire directly delivered to 300 small to medium-sized companies in Ho Chi Minh City which annually book tours for their staff. Although all variables were positively correlated, only four quality aspects (Empathy, Responsiveness, Tangibles, Assurance) had significant effects on other dependent variables; in particular, empathy was proven to have the most powerful impact on WOM with both direct and indirect effects. Guidelines for travel agencies were recommended; especially, activities which prioritized customers' needs and fulfilled their requests were most emphasized.

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Ecoserv

Cited by 178 publications

References 22 publications

Probing Coastal Eco-Tourism in Pasir Putih Beach, Indonesia

Probing Coastal Eco-Tourism in Pasir Putih Beach, Indonesia

Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District

The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

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