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Visitor's evaluation on facilities and services using importance-performance analysis at Sarawak cultural village


Abi, Jane (2011) Visitor's evaluation on facilities and services using importance-performance analysis at Sarawak cultural village. In: 2nd Regional Conference on Tourism Research (RCTR 2011), 22 Nov. 2011, University Conference Hall, Universiti Sains Malaysia, Penang. (pp. 16-29).


Sarawak has been the popular cultural tourism attractions in Malaysia. The multi-racial and cultural Sarawak has the potential to develop cultural tourism and offers cultural experiences to local and foreign visitors. Sarawak Cultural Village is one of the most visited sites at Sarawak. The cultural village provided various facilities and services to enrich visitor’s cultural experiences. The main objective of this study is to evaluate the facilities and services provided at Sarawak Cultural Village. The evaluation based on visitor’s opinion on the importance and performance rating of the listed attributes. About 300 questionnaires were distributed to the visitors to the cultural village during weekdays and weekends, public and school holidays. The sociodemographic data were evaluated using Frequency Analysis. The data, showed the different socio-demographic, socio-economic, and trip characteristic of the visitors. The demographics and trip characteristics data provided the information of visitor’s motivation and preference activities during their visit to Sarawak Cultural Village. The Importance-Performance Analysis was used to evaluate the overall facility and service attributes, and the final result has been translated into Importance-Performance action grid. The action grid showed all the 22 attributes of general and specific facilities, and services provided were plotted on the High Importance and Performance quadrant. Attributes plotted on the action grid showed that all the attributes were evaluated high on importance and performance suggested that the cultural village management should maintain the status of performance in all attributes area. The Ratio Analysis indicated the ranking of priority which need special attention from the management of Sarawak Cultural Village. From the analysis, hospitality (services), Chinese Farm House (specific facilities), and Penan Hut (specific facilities) were ranked at the highest priority and needed special intention from the management. Overall, the result of the study was, all of the attributes were evaluated as High Importance and High Performance. The management of the Sarawak Cultural Village has to keep up the good work and maintain these attributes. Hopefully, the findings of this study will be useful for the management of Sarawak Cultural Village to manage and maintain the facilities and services provided to enhance the quality of visitors’ cultural experiences.

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Additional Metadata

Item Type: Conference or Workshop Item (Paper)
Divisions: Faculty of Forestry
Publisher: Sustainable Tourism Research Cluster, Universiti Sains Malaysia
Keywords: Facilities and services; Importance-performance analysis; Visitor's satisfaction
Depositing User: Nabilah Mustapa
Date Deposited: 01 Mar 2017 09:42
Last Modified: 01 Mar 2017 09:42
URI: http://psasir.upm.edu.my/id/eprint/50270
Statistic Details: View Download Statistic

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