Impact of Service Quality on Tourist Satisfaction and Destination Loyalty at Fort Munro, Pakistan (original) (raw)
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Service Quality and its Impact on Tourist Satisfaction
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ZENITH International Journal of Multidisciplinary Research ____________ISSN 2231-5780 Vol.10 (12), December (2020), Impact Factor: 7.188 , 2020
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Universe International Journal of Interdisciplinary Research, 2020
Tourist behavior has become more multifaceted and difficult regarding the selection of tourist attraction and services. The main focus of this paper is to understand the relationship of service quality and customer satisfaction in tourism industry. From the previous studies, it was established that that there is a positive association amid customer satisfaction and service quality which attracts tourists to visit the destinations. This paper discussed the dimensions of service quality and customer satisfaction from the previous researchers‘ viewpoint. In addition, authors also discussed the importance of SERVQUAL Model and highlight its criticism also. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also discussed the future implication with some management strategies to improve service quality for tourists. Keywords: Services, Service Quality, Customer Satisfaction, Tourists, SERVQUAL
This study aims to assess tourists" perceptions towards quality tourism services provided at Petra historical site, and to measure tourist satisfaction by examining the impact of quality tourism product on overall tourist satisfaction. In this study, four hypotheses were developed are proposed a study model. The empirical data were collected from tourists via a survey that yielded 180 usable questionnaires, these data were analysed using a series of multiple regressions to determine the relationship between service quality and tourist satisfaction. The findings confirmed that service quality directly impacted tourist satisfaction throughout destination facilities, destination accessibility and destination attraction. As a result, this study argued that there is a significant impact of the service quality on tourist satisfaction, and therefore service quality plays an important role in tourism by increasing the level of tourist satisfaction. The results in this study supported the evidence that there are positive impacts of components of tourism product on tourist satisfaction. This study provided some theoretical and managerial implications based on the findings to academicians and tourism sector, the researcher presented recommendations for further studies and he discussed the main limitations in this study.
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Tourist behavior has become more multifaceted and difficult regarding the selection of tourist attraction and services. The main focus of this paper is to understand the relationship of service quality and customer satisfaction in tourism industry. From the previous studies, it was established that that there is a positive association amid customer satisfaction and service quality which attracts tourists to visit the destinations. This paper discussed the dimensions of service quality and customer satisfaction from the previous researchers' viewpoint. In addition, authors also discussed the importance of SERVQUAL Model and highlight its criticism also. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also discussed the future implication with some management strategies to improve service quality for tourists