The determinants of the quality of the service experience : an empirical study of a heritage park

الملخص EN

Service quality has been examined in many different types of business enterprise.

More recent research has introduced into the fray a distinction between the concepts of “Quality of Service” and “Quality of Experience.” One of the main objectives of this study is to evaluate the relative importance of QOE attributes in determining the level of service quality at a National Heritage Park.

The study findings support what was expected of them.

On one hand, they pointed out that QOE is at least of equal importance as the other SERVQUAL attributes.

On the other hand, these same findings are unable to conclusively support the contention that QOE is the most important service quality dimension given the nature of the enterprise being studied.