Factors Affecting Satisfaction on the Quality of Tourism Services at Flamingo Dai Lai Resort
Main Article Content
Abstract
Determining the degree of influence of factors on tourism service quality is a useful tool for managers in strategic planning, planning tourism development. This study uses a questionnaire designed from the results of previous studies, surveying 117 customers who have stayed at Flamingo Dai Lai Resort to find out factors that affect the satisfaction of customers to the quality of tourism services of this resort. Regression analysis results show that there are 3 factors affecting the satisfaction of customers who have used the service here: Weather, climate, environment (Ecological environment); Staff behavior; Quality of infrastructure. The remaining factors are not enough to conclude a linear relationship with the satisfaction of customers who have come to this resort.
Keywords:
Tourism, travel service quality, satisfaction
References
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[3] C. Groncroos, “An Applied Service Marketing Theory”, European Journal of Marketing 16(7) (1984) 30.
[4] R.L. Oliver, Satisfaction: A Behavioral Perspective on the Consumer, The McGraw-Hill Companies, Inc, New York, 1997.
[5] V.A. Zeithaml, M.J. Bitner, Services Marketing: Integrating Customer Focus, Across the Firm, Irwin McGraw-Hill, 2000.
[6] Z. Yang, R.T. Peterson, “Customer perceived value, satisfaction, and loyalty: The role of switching costs”, Psychology and Marketing 21(10) (2004) 799.
[7] P. Kotler, Marketing Management (Vu Trong Hung translated), Statistical Publishing House, Ho Chi Minh City, 2001.
[8] T. Levesque. G.H.G. McDougall, “Determinants of customer satisfaction in retail banking”, International Journal of Bank Marketing 14(7) (1996) 12.
[9] A. Yuksel, F. Yuksel, “Measurement and management issues in customer satisfaction research: Review, critique and research agenda: Part one”, Journal of Travel and Tourism Marketing 10(4) (2001) 47.
[10] R. Nunkoo, V. Teeroovengadum, C.M. Ringle, V. Sunnassee, “Service quality and customer satisfaction: The moderating effects of hotel star rating”, International Journal of Hospitality Management 21 (2019) 102414, pp. 15.
[11] H.C. Wu, Y.J. Ko, “Assessment of service quality in the hotel industry”, J. Qual. Assur. Hosp. Tour. 14(3) (2013) 218.
[12] Ryan, Huimin, “Perceptions of Chinese Hotels”, Cornell Hospitality Quarterly 48(4) (2007).
[13] R.K.S.Chu, T. Choi, “An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travellers”, Tourism Management 21(4) (2000) 363.
[14] A. Akbaba, “Measuring service quality in the hotel industry: A study in a business hotel in Turkey”, International Journal of Hospitality Management 25(2) (2006) 170.
[15] J.A. Alhelalata, Ma’moun A.Habiballaha, Naseem M.Twaissib, “The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction”, International Journal of Hospitality Management 66 (2017) 46.
[16] R. Nunkoo, V. Teeroovengadum, P. Thomas,
L. Leonard, “Integrating service quality as a second-order factor in a customer satisfaction and loyalty model”, International Journal of Contemporary Hospitality Management 29(12) (2017) 2978.
[17] C.A. Enz, M.K. Taylor, “The safety and security of U.S. hotels: A post-September-11 report” [Electronic version], Cornell Hotel and Restaurant Administration Quarterly 43(5) (2002) 119.
[18] M. Kozak, “Comparative analysis of tourist motivations by nationality and destinations”, Tourism Management 23 (2002) 221.
[19] Y. Yoona; M. Uysalb, “An examination of the effects of motivation and satisfaction on destination loyalty: A structural model”, Tourism Management 26 (2005) 45.
[20] D. Jarvis, Natalie Stoeckl, Hong-Bo Liu, “The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning”, Tourism Management 52 (2016) 1.
[21] Nunnally, J.C. và Bernstein, I.H. “The Assessment of Reliability”, Psychometric Theory, 3 (1994), 248-292.