Topics: Tourism, World Tourism Organization, Hong Kong Pages: 10 (2749 words) Published: November 12, 2011

The Hong Kong tourism Industry’s performance was evaluated in this study which was The survey was conducted and data was analyzed with the help several statistical analysis to understand different service attributes and the different service provided as compared to the expectations of the tourist. . A total of 300 valid samples were obtained for Tourism Agency, A multi-stage sampling approach was used in the data collection), an frequency tests, paired sample t‐test, were performed. This study analyzed that the majority of the respondents in the tourist sector were from Airport (48.1%), whereas the region of the respondent was Mainland China (35.4%) among them the (8.6%) were under US$50,001-60,000 household income. However the Paired sample t-test shown that the tourist satisfaction level is lower than the importance level. Which inferred that customer satisfaction was not fully met? The Hong Tourist industry had good level of service as indicated by the statistical test, which shown the slight difference in the Importance and Performance.

The business term the Customer satisfaction is the pivotal measures how the products and services are delivered by a company to meet or surpass customer expectation in the tourism industry. The customer satisfaction is the key performer in the business. In a competitive environment the customer satisfaction is the differentiator of the business and business strategy among the competitors. This paper is intended to identify customer expectation of tourism and hospitality industries of Hong Kong tourism industry against their perceptions, and customer satisfaction is investigated in it which is the major determinants of it. The customer satisfaction has the determinants which consists SERVQUAL dimensions, Parasuraman, et al., (1998) which has five principle dimensions by which customers judge the service quality by using it, i.e, Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The similarity between perceived performances, satisfaction of the customers is main purpose of this study, this study examines the extent to which each variable is associated with tangible performance, customers' attributions for problems, experience and the level of performance which customers think is possible in tourism industry. The customer satisfaction can be achieved through good performance of the industry . Halstead et al. (1994) “argued that customer satisfaction as an affective response that focuses on service performance compared with pre‐purchase expectation during or after consumption”. If they are satisfied they come to re-purchase. It is the fact that loyal customers purchase the same service again and again. Therefore, the Quality services are the essence of service industries which affects tourists’ satisfaction level and re‐purchase intention. Early service quality research has posited that service quality is the "gap" or difference between "perceptions and expectations" (Parasuraman et al., 1988). Recent research by Parasuraman et al. (1994) (PZB hereafter) has argued that "expectations measurement is necessary in the measurement of the service quality construct”. The researchers hypotheses in this study that in the uni-cultural context "expectations" measurement may not be necessary, however, in the in the cross-cultural context it is necessary. part evidence of this hypothesis is also supported by Luk et al. (1993) “in the study they studied the influences of cultural values on expectations. “They found that tourists from the Asia- Pacific region have significantly higher expectations of service quality compared to tourists from Europe and America”. With regard to above Introduction, we create the Hypothesis to test it with several statistical analyses; Ho: The Importance is not different from the Satisfaction in the Hong Kong Tourist Industry. H1 : The Importance is different from the Satisfaction in the Hong Kong Tourist Industry. Literature...
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