Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/20459
Title: Difference in shopping satisfaction levels : a study of tourists in Hong Kong
Authors: Wong, J
Law, R 
Keywords: Shopping
Satisfaction levels
Tourists
Hong Kong
Issue Date: 2003
Publisher: Pergamon Press
Source: Tourism management, 2003, v. 24, no. 4, p. 401-410 How to cite?
Journal: Tourism management 
Abstract: Since the handover of sovereignty of Hong Kong to China and the financial turmoil experienced in 1997, the retail trade in Hong Kong has undergone a major restructuring. As sales to tourists account for more than 2% of the Gross Domestic Product of Hong Kong, it is beneficial to investigate the shopping satisfaction levels of visitors to Hong Kong. This study aims to explore travellers’ expectations and perceptions of shopping in Hong Kong, compare the responses of Asian and Western travellers and recommend possible actions that would improve the position of the retail trade in Hong Kong. An analysis of the results revealed that significant differences exist between the expectations and perceived satisfaction of the seven tourist groups studied for service quality, quality of goods, variety of goods and price of goods. It was also noted that Western travellers were more satisfied with almost all the individual attributes than were Asian travellers. In the light of these empirical findings, theoretical and practical implications are discussed.
URI: http://hdl.handle.net/10397/20459
ISSN: 0261-5177
EISSN: 1879-3193
DOI: 10.1016/S0261-5177(02)00114-0
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