The impact of tourism service quality oil customer satisfaction and behavioural intention
المؤلفون المشاركون
Abd Allah, Ghidaa
Basyuni, Abd al-Azim
al-Sayyid, Ala Muhammad Shakir
المصدر
Journal of Association of Arab Universities for Tourism and Hospitality
العدد
المجلد 12، العدد 2 (31 ديسمبر/كانون الأول 2015)، ص ص. 87-107، 21ص.
الناشر
جامعة قناة السويس كلية السياحة و الفنادق
تاريخ النشر
2015-12-31
دولة النشر
مصر
عدد الصفحات
21
التخصصات الرئيسية
الملخص EN
Service quality (SERVQUAL) has received a considerable attention in the last 50 years.
While Service quality is well documented in literature, fewer studies have been investigating the relationship of service quality with customer satisfaction and behavioural intention, and particularly in tourism.
The aim of this paper is to examine the causal direct and indirect impact of service quality on customer satisfaction and behavioural intention.
A total of 390 usable responses were obtained with a response rate of 71%.
Structural equation modelling was used to analysis the current research data.
The structural equation modelling results indicate that all the employed dimensions to measure service quality (tangibility, reliability, responsiveness, assurance, and empathy) have a direct influence on customer satisfaction and indirect impact on behavioural intention through customer satisfaction.
These results help to clarify the mixed findings in the literature concerning the pattern of the causal relationship between service quality with customer satisfaction and behavioural intention.
Finally, conclusions and limitations are outlined.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Abd Allah, Ghidaa& Basyuni, Abd al-Azim& al-Sayyid, Ala Muhammad Shakir. 2015. The impact of tourism service quality oil customer satisfaction and behavioural intention. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 12, no. 2, pp.87-107.
https://search.emarefa.net/detail/BIM-821484
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Abd Allah, Ghidaa…[et al.]. The impact of tourism service quality oil customer satisfaction and behavioural intention. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 12, no. 2 (Dec. 2015), pp.87-107.
https://search.emarefa.net/detail/BIM-821484
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Abd Allah, Ghidaa& Basyuni, Abd al-Azim& al-Sayyid, Ala Muhammad Shakir. The impact of tourism service quality oil customer satisfaction and behavioural intention. Journal of Association of Arab Universities for Tourism and Hospitality. 2015. Vol. 12, no. 2, pp.87-107.
https://search.emarefa.net/detail/BIM-821484
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
Includes bibliographical references : p. 102-107
رقم السجل
BIM-821484
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر