The role of research in improving tourism and hospitality services: measuring service quality.

Miller, George L.; Hudson, Simon; Hudson, Paul

doi:10.1079/9781845930127.0237

Cited by 2 publications

(2 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The two main research instruments that have been developed over the years to analyze the concepts of quality and customer satisfaction in the service industry are Importance-Performance Analysis (IPA) and SERVQUAL (Hudson et al 2006). IPA, which uses a multi-property model as its conceptual basis, is an evaluation procedure that compares and analyzes each property's relative importance and performance simultaneously to measure user satisfaction.…”

Section: A Review Of Extant Methods For Service Quality Analysismentioning

confidence: 99%

Assessment of ASP-PMIS Quality in Korea

Lee¹,

Yu²

2011

Journal of Construction Engineering and Project Management

View full text Add to dashboard Cite

Web-based PMIS (Project Management Information System) has played significant role in construction management processes in Korea. As the use of web-based PMIS increases, regular quality assessment to identify user's requirements is necessary. However, there have been rare research efforts for quality assessment of web-based PMIS. This study aims to assess the quality of web-based PMIS, especially ASP-PMIS (Application Service Provider based PMIS) that is widely used in Korean construction industry. The assessment factors of ASP-PMIS quality were adopted from previous research and empirically confirmed using exploratory factor analysis. ISA (Importance-Satisfaction Analysis), which is a variation of original IPA (Importance-Performance Analysis), were selected for the assessment and analysis method in this research. A total of 253 completed questionnaires, composed of 23 assessment items, were collected from the ASP-PMIS users in Korea (construction managers and constructors), and they were used to analyse the quality of the systems. Some possible contributions of this research are: it introduces a simple and easy-to-use tool for assessing the quality of ASP-PMIS with a set of quality assessment factors that are selected from previous researches and empirically tested; it provides the quality assessment results of ASP-PMIS in Korea so that ASP-PMIS providers in Korea can understand the users' opinion on their systems; it also identified that the urgent factors that require immediate attention to improvement. However, further researches are to be required on the following areas: enhancing the quality assessment factors in terms of their relation to the success of ASP-PMIS and to the users' performance; assessing and analyzing the quality of individual ASP-PMIS; establishing continuous improvement systems institutionally and instrumentally.

show abstract

Section: A Review Of Extant Methods For Service Quality Analysismentioning

confidence: 99%

Assessment of ASP-PMIS Quality in Korea

Lee¹,

Yu²

2011

Journal of Construction Engineering and Project Management

View full text Add to dashboard Cite

show abstract

“…The awareness and knowledge are included in the aspects of language and attitude which become the key issues of this study. Language and attitudes are two major focus of this study and how these two aspects relate to tourism development program have been discussed by many authors in various tourism references (Hudman & Jackson, 2003;Andrews, 2007;Kusluvan, 2003;Eric, 2006;Hudson, 2006).…”

Section: Review Of Literaturementioning

confidence: 99%

Language And Attitude: A Review And Reflection On Tourism And Hospitality In NTT Province, Indonesia

Djahimo¹,

Bora²

2019

Proceedings of the Proceedings of the 1st International Conference on Engineering, Science, and Commerce, ICESC 2019, 18-19 Oct

View full text Add to dashboard Cite

This qualitative study basically aims to produce a review or assessment and reflection on language (i.e. English) ability and attitudes shown by local communities in 10 tourist spots in NTT Province. The data has been collected by using both direct observations and interviews. The results show that most of local people aren't really aware of the importance of having positive attitudes towards visitors/tourists. They also have constraints in communicating with the visitors/tourists because they can't speak English well. There have also been other problems listed down in this article as the findings of this study. All these problems can cause discomfort for travelers who come to visit. These language and attitude aspects are still considered as small problems but they have a major impact on the development of tourism in NTT.

show abstract

The role of research in improving tourism and hospitality services: measuring service quality.

Cited by 2 publications

References 0 publications

Assessment of ASP-PMIS Quality in Korea

Assessment of ASP-PMIS Quality in Korea

Language And Attitude: A Review And Reflection On Tourism And Hospitality In NTT Province, Indonesia

Contact Info

Product

Resources

About