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Evaluating Tourism Service Quality Provided to the European Tourist “Applied on the British tourist"

Author

Listed:
  • Basiony, Abd Elazim
  • abd alla, Ghada
  • shaker El Sayed, Alaa

Abstract

Service quality (SERVQUAL) has received a considerable attention in the last 50 years. While Service quality are well documented in the literature review, fewer studies have been investigates the relationship of Service quality with customer satisfaction and behaviour intention, and particularly in tourism. The aim of this paper is to examine the causal direct and indirect impact of service quality on customer satisfaction and behaviour intention. A total of 390 usable responses were obtained with a response rate of 71%. Structural equation modelling was used to analysis the current research data. The structural equation modelling results indicate that all the employed dimension to measure service quality (tangibility, reliability, responsiveness, assurance, and empathy) have direct influence on customer satisfaction and indirect impact on behaviour intention through customer satisfaction. These results help to clarify the mixed findings in the literature concerning the pattern of the causal relationship between service quality with customer satisfaction and behaviour intention. Finally, conclusions and limitations are outlined.

Suggested Citation

  • Basiony, Abd Elazim & abd alla, Ghada & shaker El Sayed, Alaa, 2014. "Evaluating Tourism Service Quality Provided to the European Tourist “Applied on the British tourist"," MPRA Paper 57164, University Library of Munich, Germany, revised 2014.
    • Handle: RePEc:pra:mprapa:57164
    as

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    File URL: https://mpra.ub.uni-muenchen.de/57164/1/MPRA_paper_57164.pdf
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    References listed on IDEAS

    as
    1. Azam Haghkhah Author_Email: & Mehdi Nosratpour & Alireza Ebrahimpour & Professor Abu Bakar Abd Hamid, 2011. "The Impact Of Service Quality On Tourism Industry," 2nd International Conference on Business and Economic Research (2nd ICBER 2011) Proceeding 2011-325, Conference Master Resources.
    2. Raveesh Krishnankutty, 2011. "Consumers’ Perception regarding Service Quality in Aviation Sector in Agartala," Information Management and Business Review, AMH International, vol. 2(5), pages 216-222.
    3. T. Christopher Greenwell & Janet S. Fink & Donna L. Pastore, 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Taylor & Francis Journals, vol. 5(2), pages 129-148, July.
    4. Mels Gerhard & BOSHOFF CHRIST0 & NEL DEON, 1997. "The Dimensions of Service Quality: The Original European Perspective Revisited," The Service Industries Journal, Taylor & Francis Journals, vol. 17(1), pages 173-189, January.
    5. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
    6. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    7. Kwaku Appiah-Adu & ALAN FYALL & SATYENDRA SINGH, 2000. "Marketing Culture and Customer Retention in the Tourism Industry," The Service Industries Journal, Taylor & Francis Journals, vol. 20(2), pages 95-113, April.
    8. Lau Pei Mey & Badaruddin Mohamed, 2010. "Service Quality, Visitor Satisfaction And Behavioural Intentions: Pilot Study At A Museum In Malaysia," Journal of Global Business and Economics, Global Research Agency, vol. 1(1), pages 226-240, July.
    9. Greenwell, T. Christopher & Fink, Janet S. & Pastore, Donna L., 2002. "Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience," Sport Management Review, Elsevier, vol. 5(2), pages 129-148, November.
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    More about this item

    Keywords

    Key words: Service quality; customer satisfaction; behaviour intention ; SERVPERF;
    All these keywords.

    JEL classification:

    • Z0 - Other Special Topics - - General

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