The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry
Objective – This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism. Methodology/Technique – Measurement items for...
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| Format: | Article |
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Global Academy of Training & Research (GATR) Enterprise
2014
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| Online Access: | http://eprints.sunway.edu.my/1810/ |
| _version_ | 1848802139346829312 |
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| author | Cheng, Boon Liat * |
| author_facet | Cheng, Boon Liat * |
| author_sort | Cheng, Boon Liat * |
| building | SU Institutional Repository |
| collection | Online Access |
| description | Objective – This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism.
Methodology/Technique – Measurement items for the dimensions of service innovation were developed through focus group interviews. A convenience sampling approach was adopted with the distribution of 400 questionnaires among local and foreign tourists. Statistical tolls in the Statistical Package for the Social Sciences (SPSS) were adopted to analyse the reliability of items and the hypothesised relationships in the proposed research model.
Findings – The findings reveal that the respective dimensions of service innovation are significantly related to tourist satisfaction. These findings contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction.
Novelty – Limited studies have been done to examine the impact of service innovation dimensions on tourist satisfaction. The findings of this study contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. At the same time to address the practical implications by recommending relevant and effective service innovation strategies for the tourism industry in Malaysia. This knowledge is useful for benchmarking better service innovation practices among the industry practitioners. |
| first_indexed | 2025-11-14T21:18:36Z |
| format | Article |
| id | sunway-1810 |
| institution | Sunway University |
| institution_category | Local University |
| last_indexed | 2025-11-14T21:18:36Z |
| publishDate | 2014 |
| publisher | Global Academy of Training & Research (GATR) Enterprise |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-18102021-09-27T05:20:41Z http://eprints.sunway.edu.my/1810/ The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry Cheng, Boon Liat * G 154.9 Tourism Objective – This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism. Methodology/Technique – Measurement items for the dimensions of service innovation were developed through focus group interviews. A convenience sampling approach was adopted with the distribution of 400 questionnaires among local and foreign tourists. Statistical tolls in the Statistical Package for the Social Sciences (SPSS) were adopted to analyse the reliability of items and the hypothesised relationships in the proposed research model. Findings – The findings reveal that the respective dimensions of service innovation are significantly related to tourist satisfaction. These findings contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. Novelty – Limited studies have been done to examine the impact of service innovation dimensions on tourist satisfaction. The findings of this study contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. At the same time to address the practical implications by recommending relevant and effective service innovation strategies for the tourism industry in Malaysia. This knowledge is useful for benchmarking better service innovation practices among the industry practitioners. Global Academy of Training & Research (GATR) Enterprise 2014-08 Article PeerReviewed Cheng, Boon Liat * (2014) The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry. Global Journal of Business and Social Science Review, 2 (3). pp. 93-106. ISSN 2289-8506 http://gatrenterprise.com/GATRJournals/gjbssr_issues.html |
| spellingShingle | G 154.9 Tourism Cheng, Boon Liat * The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title | The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title_full | The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title_fullStr | The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title_full_unstemmed | The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title_short | The Impact of service innovation on tourist satisfaction: Evidence from the Malaysian tourism industry |
| title_sort | impact of service innovation on tourist satisfaction: evidence from the malaysian tourism industry |
| topic | G 154.9 Tourism |
| url | http://eprints.sunway.edu.my/1810/ http://eprints.sunway.edu.my/1810/ |