Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan
✍ Scribed by Chien Min Chen; Hong Tau Lee; Sheu Hua Chen; Tsun Hung Huang
- Publisher
- John Wiley and Sons
- Year
- 2010
- Tongue
- English
- Weight
- 324 KB
- Volume
- 13
- Category
- Article
- ISSN
- 1099-2340
- DOI
- 10.1002/jtr.810
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✦ Synopsis
ABSTRACT
This study assesses tourist satisfaction and its links with service quality using a hierarchical model that combines four primary determinants and eight corresponding sub‐dimensions. A sample of 616 tourists departing from Kinmen Airport was surveyed with a structured questionnaire after they had just visited Kinmen National Park. A series of analyses was performed to explore tourist satisfaction with the four main service quality attributes as well as their willingness of repeat visits and recommendation. As a result, it was consistently found that service quality has positive significant relationship with tourist satisfaction. It is thus suggested that national park managers have to satisfy tourists with a high level of service quality, based on the concept that service quality may have a significant influence on long‐term behavioural intentions through high levels of customer satisfaction. Copyright © 2010 John Wiley & Sons, Ltd.