Service quality, satisfaction andrevisit intention: A conceptualmodel

Rosmalina Abdul Rashid, and Nurul Amalinah Rusdin, (2018) Service quality, satisfaction andrevisit intention: A conceptualmodel. Journal of Tourism, Hospitality and Culinary Arts, 10 (2). pp. 1-11. ISSN 1985-8914

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Abstract

Tourist’s satisfaction is a primary issue in the context of tourism because it is the key measure indetermining whether a tourist is satisfied with their overall visit and their revisit intention. Previousunderpinning theories in measuring tourist’s satisfaction and behavioural intention was adopted todevelop the conceptual model. The model identifies tourist satisfaction level based on service quality withthe addition of two sustainable practice variables. In addition, two additional sustainability dimensionswere included in the conceptual model to replicate the ecotourism destination attributes. The conceptualmodel is useful in determining tourist satisfaction and revisit intention especially in ecotourism-relateddestination.

Item Type: Article
Uncontrolled Keywords: Satisfaction; intention to revisit; service quality; sustainable practice; ecotourism
Subjects: H Social Sciences > HG Finance
Divisions: FACULTY > Faculty of Science and Natural Resources
Depositing User: Puan Dg Masniah Ahmad
Date Deposited: 29 Apr 2019 00:12
Last Modified: 29 Apr 2019 00:12
URI: http://eprints.ums.edu.my/id/eprint/21878

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