Scales to measure and benchmark service quality in tourism industry: A second-order factor approach (original) (raw)

2008, Benchmarking: An International Journal

Purpose -The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach -The second-order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which have significant impact on customer satisfaction (CS) separately from those which do not have a significant impact. Findings -Hospitality, food, logistics, security, and value for money have significant impact on satisfaction, while amenities, core-tourism experience, hygiene, fairness of price, information centers, culture, distractions, personal information, and pubs do not have a significant impact.