Premium
Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan
Author(s) -
Chen Chien Min,
Lee Hong Tau,
Chen Sheu Hua,
Huang Tsun Hung
Publication year - 2010
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.810
Subject(s) - service quality , tourism , national park , service (business) , customer satisfaction , marketing , quality (philosophy) , sample (material) , business , relation (database) , advertising , psychology , geography , computer science , data mining , philosophy , chemistry , archaeology , epistemology , chromatography
This study assesses tourist satisfaction and its links with service quality using a hierarchical model that combines four primary determinants and eight corresponding sub‐dimensions. A sample of 616 tourists departing from Kinmen Airport was surveyed with a structured questionnaire after they had just visited Kinmen National Park. A series of analyses was performed to explore tourist satisfaction with the four main service quality attributes as well as their willingness of repeat visits and recommendation. As a result, it was consistently found that service quality has positive significant relationship with tourist satisfaction. It is thus suggested that national park managers have to satisfy tourists with a high level of service quality, based on the concept that service quality may have a significant influence on long‐term behavioural intentions through high levels of customer satisfaction. Copyright © 2010 John Wiley & Sons, Ltd.