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Foreign consumer perception of tourism services


Yahya, Salleh (2000) Foreign consumer perception of tourism services. Pertanika Journal of Social Sciences & Humanities, 8 (1). pp. 7-17. ISSN 0128-7702; ESSN: 2231-8534


This paper performs an assessment of tourists' perception towards services associated with lodging (hotel factors), dining (restaurant factors), and transportation (transportation factors). The results of the empirical analysis suggested that these are the underlying dimensions held by the tourists: (1) Hotel factors - Staff service quality, room quality, business services,. security, value and food quality, and general amenities, (2) Restaurant factors - serving and food quality, accessibility, and general service and layout design, and (3) Transportation factors: system quality, accessibility, and staff service quality. By linking these factors with tourists' overall satisfaction level, those factors that significantly contribute to better traveling satisfaction have been identified. In addition, this paper provides information on level of service performance, and sheds light on areas that present great potential in retaining and attracting tourists.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Publisher: Universiti Putra Malaysia Press
Keywords: Hotel; Restaurant; Transportation; Factors; Tourism; Satisfaction
Depositing User: Nur Izyan Mohd Zaki
Date Deposited: 25 Nov 2009 03:05
Last Modified: 10 Sep 2015 08:41
URI: http://psasir.upm.edu.my/id/eprint/3286
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