Service Quality Expectations of Travellers Visiting Cheju Island in Korea

Khan, Maryam; Su, Kang Duk

doi:10.1080/14724040308668138

Cited by 26 publications

(15 citation statements)

References 6 publications

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“…Personalisation of service is much more important to them. As pointed out by Khan and Su (2003), culture prescribes how the service is delivered, perceived and consumed.…”

Section: Discussionmentioning

confidence: 99%

Assessing international tourists' perceptions of service quality at Air Mauritius

Prayag

2007

International Journal of Quality &Amp; Reliability Management

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Access to this document was granted through an Emerald subscription provided by 497215 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The aim of this paper is to assess the service quality of a small airline, Air Mauritius, using the SERVQUAL model and to determine the relative importance attributed to service quality dimensions by international tourists. Design/methodology/approach -A sample of 140 international airline passengers travelling essentially for a leisure trip was administered the SERVQUAL instrument to determine their expectations and perceptions of service. A combination of in-flight and mail surveys was used for data collection leading to an overall response rate of 20.2 per cent. Findings -The paper finds that service quality structural dimensions are context-and culture-specific. Four factors are perceived as influencing perceptions of service, service efficiency and affect being the most important, service personalisation, reliability and tangibles the least important. Empathy as a service dimension is valued more than assurance. Customer satisfaction and willingness to recommend the airline is primarily dependent on service efficiency and affect.Research limitations/implications -The sample size is relatively small and biased towards South African passengers, but the study is exploratory in nature. The starting-point for service improvements at Air Mauritius is better management of service reliability. The company is able to create high perceptions of service using tangible cues. Practical implications -The generation of a vision of excellence supported by contact employees' empowerment should improve perceptions of service. There is potentially a link between expectations of service levels at destination and tourists' expectations from the flag carrier. Originality/value -Often smaller airline companies have to resort to strategic alliances and service differentiation to survive in this globally integrated industry. The paper fulfils the gap in the existing literature on service quality management in small airlines.

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“…Personalisation of service is much more important to them. As pointed out by Khan and Su (2003), culture prescribes how the service is delivered, perceived and consumed.…”

Section: Discussionmentioning

confidence: 99%

Assessing international tourists' perceptions of service quality at Air Mauritius

Prayag

2007

International Journal of Quality &Amp; Reliability Management

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“…Although certain aspects of NBT has been explored in the literature, to the researchers' knowledge, there is a lack of reliable global indicators of market size or potential. This, of course, is not surprising given that agreements have not yet been reached on a clear definition of what constitutes a nature-based tourist (Khan and Su, 2003) Additionally, this report estimated 174.5 million viewing corridor visits which run along the perimeter of most National Forest Service lands. Across all segments, visits to NFP sites generated just over $7.5 billion in direct spending, 64% of which was made up by non-locals.…”

Section: Nature Based Tourismmentioning

confidence: 99%

Defining visitor satisfaction in the context of camping oriented nature-based tourism — the driving force of quality!

O’Neill

Riscinto-Kozub

Hyfte

2010

Journal of Vacation Marketing

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Whether out of economic circumstance or a genuine desire to reconnect with nature, recent years have witnessed increased demand for nature-based forms of tourism activity. Alongside this interest in the outdoors has come a demand for quality servicing infrastructure to meet the very wide variety of needs, wants and expectations expressed and sought by today’s traveling public. This has presented a range of challenges to those in the nature-based tourism supply sector, not least those at the front line, whose role is now shifting from environmental stewardship and education to one of customer service agent. Against this background this paper seeks to address the issue of quality product/service provision in satisfying nature based tourists in the state of Alabama. A study of visitor perceptions in 23 state parks sought to evaluate visitor satisfaction with state park camping service provision and its role in driving visitors future behavior with respect to potential re-visitation and recommendation intention. Results attest to the psychometric performance of the research instrument, as well as pointing to the key drivers of both dependent variables. An exploratory factor analysis identifies four factors that are critical to the sample population in terms of explaining and predicting both satisfaction and behavioral intention.

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“…Kim et al [74] developed the DINESERV scale in order to help restaurant managers to estimate consumers' quality perception, based on seven dimensions food quality, atmosphere, service quality, comfort, and price. Khan [75] developed the ECOSERV scale to measure the service quality of ecotourism areas and international settings [76]. Lynch [77] constructed a 17-item scale called ATTRACTQUAL with two dimensions, "interactions" and "outcomes", that comprise attraction visitors' perceptions of service quality [78].…”

Section: Estimation Of Quality Tourism Destinationmentioning

confidence: 99%

Residents’ Perception of Destination Quality: Key Factors for Sustainable Rural Development

et al. 2019

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Tourism represents a viable alternative for economic activities in rural areas, and improves the living standards of the communities. The aim of the paper is to assess residents’ perceptions towards tourism destination quality in the North-West Development Region of Romania using the following items: natural attractions: cultural and social attractions; accommodation; food; availability of transportation to destination area; quality of information and communication; hospitality of host community; feeling of security and safety. A survey was conducted to collect the data and a total of 433 questionnaires were validated and analyzed. Descriptive and inferential statistics (Principal component analysis, ANOVA, Scheffe multiple range test) were used to analyze the data. Results show that there are statistically significant differences in residents’ perceptions between counties. Two of the components of destination quality (general infrastructure and tourism potential) are affected by the gender of residents, while the level of education has no significant effect. A weak and indirect correlation was found between the age of residents and their perception towards a quality destination. This study makes two contributions to the existing literature. First, a questionnaire was developed based on the QUALITEST tool adapted to the realities of the research area. Second, we analyzed the perception of residents towards a quality destination in relation to their socio-demographic characteristics and county of residence. Understanding the implications of tourism development from the residents’ point of view helps to increase knowledge about the factors affecting the long-term, sustainable success of tourism destinations.

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Service Quality Expectations of Travellers Visiting Cheju Island in Korea

Cited by 26 publications

References 6 publications

Assessing international tourists' perceptions of service quality at Air Mauritius

Assessing international tourists' perceptions of service quality at Air Mauritius

Defining visitor satisfaction in the context of camping oriented nature-based tourism — the driving force of quality!

Residents’ Perception of Destination Quality: Key Factors for Sustainable Rural Development

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