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Tourists satisfaction towards Bao Loc city, Vietnam

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  • Giao, Ha Nam Khanh
  • Hang, Tran Dieu
  • , Le Thai Son
  • Kiem, Dinh
  • Vuong, Bui Nhat

Abstract

Bao Loc City is the new tourism destination in Lam Dong province, Vietnam, where more and more tourists have been drawn to pay a visit. This study aims to test the correlative impact of tourism service quality factors on satisfaction of the tourists who have visited Bao Loc City. The key theory used in this study is SERVQUAL scale. The survey sample consists of 350 tourists who stayed overnight in Bao Loc City in the last quarter of 2019; 315 valid survey questionnaires could be used for the analysis. The research applied Cronbach’s Alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), structural equation modeling (SEM), and bootstrap test. The results show that the satisfaction of the tourists who have visited Bao Loc City has been affected statistically by three factors: (1) Responsiveness; (2) Reliability; and (3) Empathy, which were ranked by descending importance. Surprisingly, the research found that Tangibles and Assurance do not have an impact on tourists’ satisfaction towards Bao Loc City. The research formulates some suggestions to the city policy-makers and the tourism businesses management in Bao Loc City in order to enhance tourists’ satisfaction through improving the tourism service quality at Bao Loc City.

Suggested Citation

  • Giao, Ha Nam Khanh & Hang, Tran Dieu & , Le Thai Son & Kiem, Dinh & Vuong, Bui Nhat, 2020. "Tourists satisfaction towards Bao Loc city, Vietnam," OSF Preprints n7u3c, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:n7u3c
    DOI: 10.31219/osf.io/n7u3c
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    References listed on IDEAS

    as
    1. Ha Nam Khanh Giao & Bui Nhat Vuong & Dao Duy Huan & Hasanuzzaman Tushar & Tran Nhu Quan, 2020. "The Effect of Emotional Intelligence on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from the Banking Industry of Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-25, March.
    2. Giao, Ha Nam Khanh & , Le Thai Son, 2012. "Factors Affecting the Satisfaction of Visitors to Dalat Flower Festival 2012," OSF Preprints p93ye, Center for Open Science.
    3. Kim, Jaehoon & Kim, Sangsin, 2015. "2012년 국회법 개정의 효과 연구 [A Study on the Effect of the 2012 National Assembly Act Amendment]," KDI Research Monographs, Korea Development Institute (KDI), volume 127, number v:2015-03(k):y:2015:p:1-1.
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