Servqual
ABSTRACT
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.
Introduction
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
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.
Introduction
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
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