文献信息
标题: Service Quality and its Impact on Tourist Satisfaction
作者: Al-Ababneh, Mukhles
出版物名称: Interdisciplinary Journal of Contemporary Research In Business
卷: 4 期: 12 页: 164-177 页数: 14
出版年份: 2013
Service Quality and its Impact on Tourist Satisfaction
Al-Ababneh, Mukhles
Abstract
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.
Keywords: Service Quality; Tourist Satisfaction; Tourism; Petra and Jordan.
Introduction
Tourism is one of the top and fastest growing sectors in the world; it plays a very important role in the economy and stimulated the growth of other economy (Osman and Sentosa, 2013). The Travel and Tourism industry has outperformed the global economy in 2012, it growing faster than manufacturing, retail, financial services andcommunications. The industry has grown its total contribution to GDP by 3% and increased the number of jobs by five million to 260 million, and therefore one in 11 of all jobs in the world are now supported by Travel and Tourism. More than 10% of all new jobs created in 2012 were from the industry. According to the World Travel and Tourism Councils economic research, in 2012, Travel and Tourisms total economic contribution was US$6.6 trillion in GDP. This contribution represents 9% of total GDP (WTTC, 2013).
In Jordan, tourism plays an important role in the national economy and contributes highly to the countrys GDP compared with the other sectors. Tourisms contribution to the Jordanian economy was estimated to be US$3.4 billion and accounts for approximately 12.4 per cent of the countrys GDP in 2010. It provides the Jordanian economy with hard currency and creates new jobs. The tourism sector is a promising sector in Jordan due to Jordan being considered as an attractive country for tourists in the world for reasons such as the diversity of nature, the deep-rooted cultural heritage, and the countrys political stability. In addition, Petra became one of the 'Seven Wonders of the World' in 2007, and that attracts more tourists from around the world. Jordan had been visited by more than 8.25 million tourists in 2010 which an increase of 16.5% from 2009 which was about 7.08 million tourists. The tourism statistics between 2006 and 2010 indicate that the tourism sector in Jordan is growing rapidly. Hence, the tourism income in 2010 has increased by 65% from 2006 which was about US$2.06 billion (Jordanian Ministry of Tourism, 2013). Jordan is a destination with many iconic tourist attractions, such as Petra, Wadi Rum, Jerash, and the Dead Sea. Tourism is of vital importance to the national economy of Jordan. It is the Kingdoms largest export sector, its second largest private sector employer, and its second highest producer of foreign exchange (Othman, 2010).
Service quality is considered as a standard used to assess the effectiveness of a particular leisure service agency, including the tourism service sector (Godbey, 1997), and therefore the quality of service involved with tourism plays an important role in the process of delivery (Wyllie, 2000). Further, the quality of service influenced customers* image that had an effect on the process from expected quality to perceived quality (Prabaharan et al., 2008). Customer satisfaction can also be defined as satisfaction based on an outcome or a process (Vavra, 1997).Tourism is arguably one of the largest self-initiated commercial interventions to create happiness on the entire planet (Pearce, 2007). Happiness is directly related to satisfaction, and therefore overall happiness is highly linked to satisfaction in leisure travel sector (Glatzer, 2000). The majority of tourists have experiences with destinations, and their perceptions are influenced by comparisons among facilities, attractions, and service standards (Laws, 1995). The study will present and test three main dimensions of factors affecting tourist satisfaction, and they are: destination facilities, destination accessibility and destination attraction. The purpose of this paper is to measure the quality of tourism services and its impact on tourist satisfaction in Petra. Literature review
Service Quality
Service quality is defined as what the customer gets out and is willing to pay for' rather than 'what the supplier puts in (Ducker, 1991). In some earlier studies, service quality has been defined to the extent where the service fulfils the needs or expectation of the customers (Lewis and Mitchell, 1990; Dotchin and Oakland, 1994). While Zeithaml et al. (1996) has conceptualized service quality as the overall impression
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翻译文献：Service Quality and its Impact on Tourist Satisfaction
文献信息
标题: Service Quality and its Impact on Tourist Satisfaction
作者: Al-Ababneh, Mukhles
出版物名称: Interdisciplinary Journal of Contemporary Research In Business
卷: 4 期: 12 页: 164-177 页数: 14
出版年份: 2013
Service Quality and its Impact on Tourist Satisfaction
Al-Ababneh, Mukhles
Abstract
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.
Keywords: Service Quality; Tourist Satisfaction; Tourism; Petra and Jordan.
Introduction
Tourism is one of the top and fastest growing sectors in the world; it plays a very important role in the economy and stimulated the growth of other economy (Osman and Sentosa, 2013). The Travel and Tourism industry has outperformed the global economy in 2012, it growing faster than manufacturing, retail, financial services andcommunications. The industry has grown its total contribution to GDP by 3% and increased the number of jobs by five million to 260 million, and therefore one in 11 of all jobs in the world are now supported by Travel and Tourism. More than 10% of all new jobs created in 2012 were from the industry. According to the World Travel and Tourism Councils economic research, in 2012, Travel and Tourisms total economic contribution was US$6.6 trillion in GDP. This contribution represents 9% of total GDP (WTTC, 2013).
In Jordan, tourism plays an important role in the national economy and contributes highly to the countrys GDP compared with the other sectors. Tourisms contribution to the Jordanian economy was estimated to be US$3.4 billion and accounts for approximately 12.4 per cent of the countrys GDP in 2010. It provides the Jordanian economy with hard currency and creates new jobs. The tourism sector is a promising sector in Jordan due to Jordan being considered as an attractive country for tourists in the world for reasons such as the diversity of nature, the deep-rooted cultural heritage, and the countrys political stability. In addition, Petra became one of the 'Seven Wonders of the World' in 2007, and that attracts more tourists from around the world. Jordan had been visited by more than 8.25 million tourists in 2010 which an increase of 16.5% from 2009 which was about 7.08 million tourists. The tourism statistics between 2006 and 2010 indicate that the tourism sector in Jordan is growing rapidly. Hence, the tourism income in 2010 has increased by 65% from 2006 which was about US$2.06 billion (Jordanian Ministry of Tourism, 2013). Jordan is a destination with many iconic tourist attractions, such as Petra, Wadi Rum, Jerash, and the Dead Sea. Tourism is of vital importance to the national economy of Jordan. It is the Kingdoms largest export sector, its second largest private sector employer, and its second highest producer of foreign exchange (Othman, 2010).
Service quality is considered as a standard used to assess the effectiveness of a particular leisure service agency, including the tourism service sector (Godbey, 1997), and therefore the quality of service involved with tourism plays an important role in the process of delivery (Wyllie, 2000). Further, the quality of service influenced customers* image that had an effect on the process from expected quality to perceived quality (Prabaharan et al., 2008). Customer satisfaction can also be defined as satisfaction based on an outcome or a process (Vavra, 1997).Tourism is arguably one of the largest self-initiated commercial interventions to create happiness on the entire planet (Pearce, 2007). Happiness is directly related to satisfaction, and therefore overall happiness is highly linked to satisfaction in leisure travel sector (Glatzer, 2000). The majority of tourists have experiences with destinations, and their perceptions are influenced by comparisons among facilities, attractions, and service standards (Laws, 1995). The study will present and test three main dimensions of factors affecting tourist satisfaction, and they are: destination facilities, destination accessibility and destination attraction. The purpose of this paper is to measure the quality of tourism services and its impact on tourist satisfaction in Petra. Literature review
Service Quality
Service quality is defined as what the customer gets out and is willing to pay for' rather than 'what the supplier puts in (Ducker, 1991). In s
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