Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/27456
Title: Tourist perception of service quality in the theme park
Authors: Li, W
Song, H 
Keywords: Service quality
Theme park
Tourist perception
Issue Date: 2011
Source: International Conference on Management and Service Science, MASS 2011, 2011, 5998864 How to cite?
Abstract: The theme parks in China have gone through a rapid growth during the past decades and high quality service has become essential to survival. This study aims to investigate the service quality expectations and perceptions of theme park's tourists using SERVQUAL instrument, and identify the weakness within seven dimensions of service quality based on tourists' quality evaluations. The t-test analysis results from a survey of 202 tourists in a theme park in Shenzhen City, south of China, indicate that the theme park tourists are significantly dissatisfied with the seven dimensions of service quality, including tangibles, reliability, assurance, responsiveness, empathy, price and perceived value. This research suggests that Chinese theme park professionals have more potential and need more efforts for improving service quality along all seven critical service dimensions to establish customer satisfaction.
Description: International Conference on Management and Service Science, MASS 2011, Wuhan, 12-14 August 2011
URI: http://hdl.handle.net/10397/27456
ISBN: 9781424465811
DOI: 10.1109/ICMSS.2011.5998864
Appears in Collections:Conference Paper

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