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The impact of tourism service quality on satisfaction


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


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.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Publisher: Faculty of Economics and Management, Universiti Putra Malaysia
Keywords: Intention to revisit; Overall satisfaction; Tourism service quality; Willingness to recommend
Depositing User: Mohd Hafiz Che Mahasan
Date Deposited: 02 Feb 2016 06:29
Last Modified: 02 Feb 2016 06:33
URI: http://psasir.upm.edu.my/id/eprint/41750
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