A Cross‐Sector Evaluation of Service Quality in the Tourism Industry of Hong Kong: Importance vs. Performance

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Title A Cross‐Sector Evaluation of Service Quality in the Tourism Industry of Hong Kong: Importance vs. Performance
Author Jin, Xin; Qi, Shanshan; Chiang, Chia‐Hao
Journal Name Journal of China Tourism Research
Year Published 2008
Place of publication United States
Publisher Routledge
Abstract This study evaluates visitor overall satisfaction with the quality of services provided by the hotel, restaurant, and retail sectors in Hong Kong. A survey with questionnaire items derived from SERVQUAL was conducted and statistical techniques, including regression, importance‐performance analysis, and ANOVA, are used for analysis. The performance of service attributes and their relative impacts on overall satisfaction are identified. A cross‐sector and cross‐region comparison is made. It is found that the perceived overall satisfaction levels of visitors are significantly correlated with their place of domicile and two different travel modes, namely, independent travel and guided package tours. As a whole, the hotel sector enjoys a level of overall satisfaction higher than that of the other two sectors. Managerial implications of service quality improvement are drawn.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1080/19388160802505754
Volume 4
Issue Number 3-4
Page from 319
Page to 335
ISSN 1938-8160
Date Accessioned 2012-02-22; 2012-03-14T05:32:36Z
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Business and Management
URI http://hdl.handle.net/10072/43607
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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