The impact of tourism service quality on satisfaction
The purpose of this study is to examine the relationship between tourism service quality with overall satisfaction, intention to revisit and willingness to recommend to relatives and friends. This study is significant in at least two ways. First, it extends the work of Rimmington and Yuksel (1998) w...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics and Management, Universiti Putra Malaysia
2015
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| Online Access: | http://psasir.upm.edu.my/id/eprint/41750/ http://psasir.upm.edu.my/id/eprint/41750/1/The%20Impact%20of%20Tourism%20Service%20Quality%20on%20Satisfaction.pdf |
| _version_ | 1848849779984957440 |
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| author | Latiff, Khairunnisak Ng, Siew Imm |
| author_facet | Latiff, Khairunnisak Ng, Siew Imm |
| author_sort | Latiff, Khairunnisak |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | The purpose of this study is to examine the relationship between tourism service quality with overall satisfaction, intention to revisit and willingness to recommend to relatives and friends. This study is significant in at least two ways. First, it extends the work of Rimmington and Yuksel (1998) who included transport as a general component. This study includes taxis as a separate component since taxis are a popular transportation mode. Second, it provides information to multiple government agencies on ways to improve satisfaction among tourists. Data is collected from foreign tourists who visited Kuala Lumpur. A total of 199 completed questionnaires were received. There are three notable findings; first, there is a significant relationship between accommodation service quality, hospitality, entertainment, transportation, taxi service quality and overall satisfaction. Second, there is a significant relationship between overall satisfaction and intention to revisit Kuala Lumpur. Third, there is a significant relationship between overall satisfaction and willingness to recommend Kuala Lumpur to friends and relatives. |
| first_indexed | 2025-11-15T09:55:50Z |
| format | Article |
| id | upm-41750 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:55:50Z |
| publishDate | 2015 |
| publisher | Faculty of Economics and Management, Universiti Putra Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-417502016-02-02T06:33:34Z http://psasir.upm.edu.my/id/eprint/41750/ The impact of tourism service quality on satisfaction Latiff, Khairunnisak Ng, Siew Imm The purpose of this study is to examine the relationship between tourism service quality with overall satisfaction, intention to revisit and willingness to recommend to relatives and friends. This study is significant in at least two ways. First, it extends the work of Rimmington and Yuksel (1998) who included transport as a general component. This study includes taxis as a separate component since taxis are a popular transportation mode. Second, it provides information to multiple government agencies on ways to improve satisfaction among tourists. Data is collected from foreign tourists who visited Kuala Lumpur. A total of 199 completed questionnaires were received. There are three notable findings; first, there is a significant relationship between accommodation service quality, hospitality, entertainment, transportation, taxi service quality and overall satisfaction. Second, there is a significant relationship between overall satisfaction and intention to revisit Kuala Lumpur. Third, there is a significant relationship between overall satisfaction and willingness to recommend Kuala Lumpur to friends and relatives. Faculty of Economics and Management, Universiti Putra Malaysia 2015-12 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/41750/1/The%20Impact%20of%20Tourism%20Service%20Quality%20on%20Satisfaction.pdf Latiff, Khairunnisak and Ng, Siew Imm (2015) The impact of tourism service quality on satisfaction. International Journal of Economics and Management, 9 (spec. Dec.). pp. 67-94. ISSN 1823-836X http://econ.upm.edu.my/ijem/vol9noS-DEC/4.%20The%20Impact%20of%20Tourism%20Service%20Quality%20on%20Satisfaction.pdf |
| spellingShingle | Latiff, Khairunnisak Ng, Siew Imm The impact of tourism service quality on satisfaction |
| title | The impact of tourism service quality on satisfaction |
| title_full | The impact of tourism service quality on satisfaction |
| title_fullStr | The impact of tourism service quality on satisfaction |
| title_full_unstemmed | The impact of tourism service quality on satisfaction |
| title_short | The impact of tourism service quality on satisfaction |
| title_sort | impact of tourism service quality on satisfaction |
| url | http://psasir.upm.edu.my/id/eprint/41750/ http://psasir.upm.edu.my/id/eprint/41750/ http://psasir.upm.edu.my/id/eprint/41750/1/The%20Impact%20of%20Tourism%20Service%20Quality%20on%20Satisfaction.pdf |