2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty
| Format: | General Document |
|---|
| _version_ | 1860798032680845312 |
|---|---|
| building | INTELEK Repository |
| collection | Online Access |
| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2019-03-11 |
| format | General Document |
| id | 15567 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | DEVELOPING A MODEL OF SERVICE EVALUATION, TOURIST SATISFACTION AND DESTINATION LOYALTY (PHD_2018).pdf |
| person | Nur Izzati Ab Ghani |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15567 |
| sourcemedia | Server storage Scanned document |
| spelling | 15567 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15567 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Nur Izzati Ab Ghani destination loyalty Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 2019-03-11 421 DEVELOPING A MODEL OF SERVICE EVALUATION, TOURIST SATISFACTION AND DESTINATION LOYALTY (PHD_2018).pdf Model Of Service Evaluation Tourist Satisfaction Service quality - Tourism Hospitality industry - Customer services Travel - Psychological aspects Customer loyalty -- Tourism Tourists -- Satisfaction 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty Tourism industry is one of the most important sectors that had been contributing to the economy of Malaysia. While it formed a major support to the national economy, this industry was facing several crucial problems which had caused a decrease in the loyalty of international tourists. This can be proven by the fluctuate growth rate in the international tourist arrivals, the decrease in average length of stay, the failure in positioning Malaysia in the top ten of tourism receipt and the decrease in repeat-visit of international tourists to Malaysia between 2001 to 2017. Due to these problems, improving tourist loyalty towards Malaysia as a travel destination had become the utmost importance. Literatures proved that factors such as destination image, service quality, perceived value and tourist satisfaction could influence in improving destination loyalty. In view of this, there is a need to examine the influence of several constructs namely destination image, service quality, perceived value and tourist satisfaction that can contribute to the loyalty of international tourists towards Malaysia as it was suggested in the literature review. Specifically, the objectives of the study were first, to determine the effects of destination image on service quality, perceived value, tourist satisfaction and destination loyalty; second, to determine the effects of service quality on perceived value, tourist satisfaction and destination loyalty; third, to determine the effects of perceived value on tourist satisfaction and destination loyalty; fourth, to determine the effects of tourist satisfaction on destination loyalty; fifth, to determine the mediating role of tourist satisfaction in the relationships between destination image and destination loyalty, between service quality and destination loyalty, and between perceived value and destination loyalty. The study was conducted at the Kuala Lumpur International Airport. The respondents were international tourists from United Kingdom and Australia and they were selected using simple random sampling method. A total of 337 respondents were subjected to data analysis using structural equation modelling. The study found that destination image and perceived value were highly correlated and the model suggested that these constructs should be treated as one construct. The construct was labelled as overall destination image. The findings of the study supported all of the proposed hypotheses. In addition, the study discovered that tourist satisfaction partially mediated the relationship between overall destination image and destination loyalty, and tourist satisfaction fully mediated the relationship between service quality and destination loyalty. The findings of this study contributed to the theoretical implication which proposed a new structural model that examined the relationships among overall destination image, service quality, tourist satisfaction and destination loyalty. In addition, the findings offered a better insight to the managerial (tourism service providers) by focusing on portraying the image of experiencing joy with many interesting natural scenic places to see whilst on holiday in Malaysia; improving the quality of accommodation, information facilities, health, and shopping and developing the areas which were failing. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| state | Terengganu |
| subject | Service quality - Tourism Hospitality industry - Customer services Travel - Psychological aspects Customer loyalty -- Tourism Tourists -- Satisfaction Dissertations, Academic |
| summary | Tourism industry is one of the most important sectors that had been contributing to the economy of Malaysia. While it formed a major support to the national economy, this industry was facing several crucial problems which had caused a decrease in the loyalty of international tourists. This can be proven by the fluctuate growth rate in the international tourist arrivals, the decrease in average length of stay, the failure in positioning Malaysia in the top ten of tourism receipt and the decrease in repeat-visit of international tourists to Malaysia between 2001 to 2017. Due to these problems, improving tourist loyalty towards Malaysia as a travel destination had become the utmost importance. Literatures proved that factors such as destination image, service quality, perceived value and tourist satisfaction could influence in improving destination loyalty. In view of this, there is a need to examine the influence of several constructs namely destination image, service quality, perceived value and tourist satisfaction that can contribute to the loyalty of international tourists towards Malaysia as it was suggested in the literature review. Specifically, the objectives of the study were first, to determine the effects of destination image on service quality, perceived value, tourist satisfaction and destination loyalty; second, to determine the effects of service quality on perceived value, tourist satisfaction and destination loyalty; third, to determine the effects of perceived value on tourist satisfaction and destination loyalty; fourth, to determine the effects of tourist satisfaction on destination loyalty; fifth, to determine the mediating role of tourist satisfaction in the relationships between destination image and destination loyalty, between service quality and destination loyalty, and between perceived value and destination loyalty. The study was conducted at the Kuala Lumpur International Airport. The respondents were international tourists from United Kingdom and Australia and they were selected using simple random sampling method. A total of 337 respondents were subjected to data analysis using structural equation modelling. The study found that destination image and perceived value were highly correlated and the model suggested that these constructs should be treated as one construct. The construct was labelled as overall destination image. The findings of the study supported all of the proposed hypotheses. In addition, the study discovered that tourist satisfaction partially mediated the relationship between overall destination image and destination loyalty, and tourist satisfaction fully mediated the relationship between service quality and destination loyalty. The findings of this study contributed to the theoretical implication which proposed a new structural model that examined the relationships among overall destination image, service quality, tourist satisfaction and destination loyalty. In addition, the findings offered a better insight to the managerial (tourism service providers) by focusing on portraying the image of experiencing joy with many interesting natural scenic places to see whilst on holiday in Malaysia; improving the quality of accommodation, information facilities, health, and shopping and developing the areas which were failing. |
| title | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| title_full | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| title_fullStr | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| title_full_unstemmed | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| title_short | 2018_Developing A Model of Service Evaluation, Tourist Satisfaction and Destination Loyalty |
| title_sort | 2018_developing a model of service evaluation, tourist satisfaction and destination loyalty |