IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i14p3844-d248390.html
   My bibliography  Save this article

Service Quality Scales and Tourists with Special Needs: A Systematic Review

Author

Listed:
  • Mireia Ferri Sanz

    (Kveloce I+D+i, Torres Quevedo Researcher, 46002 Valencia, Spain)

  • Estrella Durá Ferrandis

    (Polibienestar Research Institute, University of Valencia, 46022 Valencia, Spain)

  • Jorge Garcés Ferrer

    (Polibienestar Research Institute, University of Valencia, 46022 Valencia, Spain)

Abstract

This paper reviews the most commonly used scales for measuring service quality in sustainable tourism destinations to analyse if the requirements of tourists with special needs are considered. Results highlight that most of the recent research on service quality in tourism published in scientific journals is focused on a relative reduced number of validated scales. Variables related to tourists with special needs are often omitted or represent a reduced weight in the complete scale. Thus, this paper highlights the importance of including variables that collect the perceptions of service quality in this target group to better understand the individual perception of service quality and to move forward to sustainable tourism, considering the social dimension.

Suggested Citation

  • Mireia Ferri Sanz & Estrella Durá Ferrandis & Jorge Garcés Ferrer, 2019. "Service Quality Scales and Tourists with Special Needs: A Systematic Review," Sustainability, MDPI, vol. 11(14), pages 1-12, July.
  • Handle: RePEc:gam:jsusta:v:11:y:2019:i:14:p:3844-:d:248390
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/14/3844/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/2071-1050/11/14/3844/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    2. Hung, Kam & Law, Rob, 2011. "An overview of Internet-based surveys in hospitality and tourism journals," Tourism Management, Elsevier, vol. 32(4), pages 717-724.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    4. Luan Chen & Eric Ng & Shyh-Chang Huang & Wei-Ta Fang, 2017. "A Self-Evaluation System of Quality Planning for Tourist Attractions in Taiwan: An Integrated AHP-Delphi Approach from Career Professionals," Sustainability, MDPI, vol. 9(10), pages 1-18, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Luis Seguí-Amortegui & José Antonio Clemente-Almendros & Rubí Medina & Melanie Grueso Gala, 2019. "Sustainability and Competitiveness in the Tourism Industry and Tourist Destinations: A Bibliometric Study," Sustainability, MDPI, vol. 11(22), pages 1-30, November.
    2. Xiangping Wang & Ivan Kai Wai Lai & Huajun Tang & Chuan Pang, 2022. "Coordination Analysis of Sustainable Dual-Channel Tourism Supply Chain with the Consideration of the Effect of Service Quality," Sustainability, MDPI, vol. 14(11), pages 1-24, May.
    3. Juan Antonio Jimber del Río & Ricardo David Hernández-Rojas & Virginia Navajas-Romero & Amalia Hidalgo-Fernández, 2020. "The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba," IJERPH, MDPI, vol. 17(12), pages 1-18, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Seung-Jin Han & Won-Jae Lee & So-Hee Kim & Sang-Hoon Yoon & Hyunwoong Pyun, 2022. "Assessing Expected Long-term Benefits for the Olympic Games: Delphi-AHP Approach from Korean Olympic Experts," SAGE Open, , vol. 12(4), pages 21582440221, December.
    2. Ahmed Eid & May Salah & Mahmoud Barakat & Matevz Obrecht, 2022. "Airport Sustainability Awareness: A Theoretical Framework," Sustainability, MDPI, vol. 14(19), pages 1-22, September.
    3. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    4. Stefano Duglio & Alessandro Bonadonna & Marilisa Letey & Giovanni Peira & Laura Zavattaro & Giampiero Lombardi, 2019. "Tourism Development in Inner Mountain Areas—The Local Stakeholders’ Point of View through a Mixed Method Approach," Sustainability, MDPI, vol. 11(21), pages 1-19, October.
    5. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.
    6. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    7. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    8. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    9. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    10. Lin, Yi-Hsin & Wu, Hanjun & He, Hang & Tsui, Kan Wai Hong, 2023. "Changes in perceptions of airport services’ attributes: An assessment of the impacts of COVID-19," Transport Policy, Elsevier, vol. 141(C), pages 116-128.
    11. Trung Tran & Thao-Phuong-Thi Trinh & Cuong-Minh Le & Linh-Khanh Hoang & Hiep-Hung Pham, 2020. "Research as a Base for Sustainable Development of Universities: Using the Delphi Method to Explore Factors Affecting International Publishing among Vietnamese Academic Staff," Sustainability, MDPI, vol. 12(8), pages 1-16, April.
    12. Pyungyong Park & Donghan Kim & Sangmin Lee & Jaehoon Whang, 2018. "Toward an Economically Sustainable Casino Industry: A Development of Customer Value Indicators Using an Analytic Hierarchy Process," Sustainability, MDPI, vol. 10(11), pages 1-16, November.
    13. Pagliari, Romano & Graham, Anne, 2019. "An exploratory analysis of the effects of ownership change on airport competition," Transport Policy, Elsevier, vol. 78(C), pages 76-85.
    14. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    15. Chen, Jinyan & Becken, Susanne & Stantic, Bela, 2022. "Assessing destination satisfaction by social media: An innovative approach using Importance-Performance Analysis," Annals of Tourism Research, Elsevier, vol. 93(C).
    16. Lin, Zhibin & Filieri, Raffaele, 2015. "Airline passengers’ continuance intention towards online check-in services: The role of personal innovativeness and subjective knowledge," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 81(C), pages 158-168.
    17. Trischler, Jakob & Lohmann, Gui, 2018. "Monitoring quality of service at Australian airports: A critical analysis," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 63-71.
    18. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    19. Wonmi Bae & Junwook Chi, 2021. "Content Analysis of Passengers’ Perceptions of Airport Service Quality: The Case of Honolulu International Airport," JRFM, MDPI, vol. 15(1), pages 1-19, December.
    20. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:14:p:3844-:d:248390. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.