Journal article
Expectation, performance and difference scores in conceptualising and measuring service quality in the tour operations sector
Tourism Analysis
01/01/2020
Metrics
12 Record Views
Abstract
Business and tourism researchers show continuous interests in determining the dimensionalityof service quality and investigating how service quality influences profit-related outcomes suchas customer loyalty. Despite the inconsistencies in results across industries, types of servicesand culture, little is known how the choice of measurement influences the results. The aim ofthe study was to assess the use of the gap measure and the performance-only measure in a touroperating context, and compares and contrasts how the gap measure and the performance-onlymeasure may or may not produce different results. Survey data from 309 respondents wereanalysed to reveal the factor patterns of tour service and how tour service influenced touristloyalty to the tour operator. Both measures showed validity, reliability and clearly-cut factorpatterns with more similarities than differences. Tour arrangements were found to be asignificant predictor of tourist loyalty no matter which measure was used. However, theperformance-only measure showed favourable ratings while the gap measure indicatedsignificant gaps between performance and expectation.
Details
- Title
- Expectation, performance and difference scores in conceptualising and measuring service quality in the tour operations sector
- Creators
- Hanyu Chen - Southern Cross UniversityBetty Weiler - Southern Cross UniversityMartin Young - Southern Cross University
- Publication Details
- Tourism Analysis
- Publisher
- Cognizant Communication Corporation
- Identifiers
- 991012979265102368
- Academic Unit
- Faculty of Business, Law and Arts; School of Business and Tourism; Management; Office of the Vice Chancellor
- Language
- English
- Resource Type
- Journal article