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‘How's the Service?’ A Study of Service Quality Perceptions across Sectors and Source Markets
Author(s) -
Ayeh Julian K.,
Chen Rose Xiaying
Publication year - 2011
Publication title -
international journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.155
H-Index - 58
eISSN - 1522-1970
pISSN - 1099-2340
DOI - 10.1002/jtr.1864
Subject(s) - service quality , marketing , variance (accounting) , business , tourism , quality (philosophy) , service (business) , agency (philosophy) , perception , multivariate analysis of variance , tertiary sector of the economy , multivariate analysis , psychology , geography , statistics , sociology , philosophy , archaeology , epistemology , neuroscience , social science , mathematics , accounting
ABSTRACT This study assessed the performance of the hotel, retail and travel agency sectors in Hong Kong. The importance–performance analysis (IPA) model and various statistical techniques were employed to examine visitors’ cognition of the importance and performance of pertinent service quality attributes and to better understand the factors that may influence their overall satisfaction across different sectors and source markets. Whereas the multivariate analysis of variance and analysis of variance tests suggest no significant differences in service quality perceptions across the three sectors, the IPA revealed that these sectors differ qualitatively in terms of which service quality attributes are most critical. The findings further suggest a negative relationship between cultural distance and satisfaction with Asian tourists being less satisfied than their non‐Asian counterparts. The results hold important managerial implications for resource allocation and service quality improvement in specific areas. Copyright © 2011 John Wiley & Sons, Ltd.