外文文献旅游服务质量及其对游客满意度的影响.docx

外文文献旅游服务质量及其对游客满意度的影响.docx

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文献信息

标题：

ServiceQualityanditsImpactonTouristSatisfaction

作者：

AI-Ababneh,Mukhles

出版物名称：

InterdisciplinaryJournalofContemporaryResearchInBusiness

卷：

4

期：

12

页：

164-177

页数：

14

出版年份：

2013

年份：

2013

出版商：

InstituteofInterdisciplinaryBusinessResearch

出版物地点：

Belleville

出版物主题：

BusinessAndEconomicsISSN:

20737122

ServiceQualityanditsImpactonTouristSatisfactionAI-Ababneh,Mukhles

Abstract

Thisstudyaimstoassesstourists'perceptionstowardsqualitytau「ismservicesp「ovidedatPetrahistoricalsite,andtomeasuretouristsatisfactionbyexaminingtheimpactofqualitytourismproductonoveralltouristsatisfaction.Inthisstudy,fourhypothesesweredevelopedareproposedastudymodel.Theempiricaldatawerecollectedfromtouristsviaasurveythatyielded180usablequestionnaires,thesedatawereanalysedusingaseriesofmultipleregressionstodeterminetherelationshipbetweenservicequalityandtouristsatisfaction.Thefindingsconfirmedthatservicequalitydirectlyimpactedtouristsatisfactionthroughout

destinationfacilities,destinationaccessibilityanddestinationat「taction.Asaresult,thisstudyarguedthatthere

isasignificantimpactoftheservicequalityontouristsatisfaction,andthereforeservicequalityplaysanimportantroleintourismbyincreasingtheleveloftouristsatisfaction.Theresultsinthisstudysupportedtheevidencethattherearepositiveimpactsofcomponentsoftourismproductontouristsatisfaction.Thisstudyprovidedsometheoreticalandmanagerialimplicationsbasedonthefindingstoacademiciansandtourismsector,theresearcherpresentedrecommendationsforfurtherstudiesandhediscussedthemainlimitationsinthisstudy.

Keywords:

ServiceQuality;TouristSatisfaction;Tourism;PetraandJordan.Introduction

Tourismisoneofthetopandfastestgrowingsectorsintheworld;itplaysaveryimportantroleintheeconomyandstimulatedthegrowthofothereconomy（OsmanandSentosa,2013）.TheTravelandTourismindustryhasoutperformedtheglobaleconomyin2012,itgrowingfasterthanmanufacturing,retail,financialservicesand

communications.TheindustryhasgrownitstotalcontributiontoGDPby3%andincreasedthenumberofjobsbyfivemillionto260million,andthereforeonein11ofalljobsintheworldarenowsupportedbyTravelandTourism.Morethan10%ofallnewjobscreatedin2012werefromtheindustry.AccordingtotheWorldTravelandTourismCouncil'seconomicresearch,in2012,TravelandTourism'stotaleconomiccontributionwasUS$6.6trillioninGDP.Thiscontributionrepresents9%oftotalGDP（WTTC,2013）.

InJo「dan,tourismplaysanimportantroleinthenationaleconomyandcontributeshighlytothecountry'sGDPcomparedwiththeothersectors.Tourism'scontributiontotheJordanianeconomywasestimatedtobeUS$3.4汕onandaccountsforapproximately12.4percentofthecountry'sGDPin2010.ItprovidestheJordanianeconomywithhardcurrencyandcreatesnewjobs.ThetourismsectorisapromisingsectorinJo「danduetoJordanbeingconsideredasanattractivecountryfortouristsintheworldfo「reasonssuchasthediversityofnature,thedeep-rootedculturalheritage,andthecountry'spoliticalstab小ty.Inaddition,Petrabecameoneofthe"SevenWondersoftheWorld"in2007,andthatattractsmoretouristsfromaroundtheworld.Jordanhadbeenvisitedbymorethan8.25milliontouristsin2010whichanincreaseof16.5%from2009whichwasabout

7.08milliontourists.Thetourismstatisticsbetween2006and2010indicatethatthetourismsecto「inJordanisgrowingrapidly.Hence,thetourismincomein2010hasincreasedby65%from2006whichwasaboutUS$2.06

b曲on（JordanianMinistryofTourism,2013）.Jordanisadestinationwithmanyiconictouristattractions,suchasPetra,WadiRum,Jerash,andtheDeadSea.TourismisofvitalimportancetothenationaleconomyofJordanItistheKingdom'slargestexportsector,itssecondla「gestprivatesecto「employe「,andit'ssecondhighestproducerofforeignexchange（Othman,2010）.

Servicequalityisconsideredasastandardusedtoassesstheeffectivenessofaparticularleisureserviceagency,includingthetourismservicesector（Godbey,1997）,andthereforethequalityofserviceinvolvedwithtourismplaysanimportantroleintheprocessofdelivery（Wyllie,2000）.Further,thequalityofserviceinfluencedcustomers*imagethathadaneffectontheprocessfromexpectedqualitytoperceivedquality（Prabaharanetal.,2008）.Customersatisfactioncanalsobedefinedassatisfactionbasedonanoutcomeoraprocess（Vavra,1997）.Tourismisarguablyoneofthelargestself-initiatedcommercialinterventionstocreatehappinessontheentireplanet（Pearce,2007）.Happinessisdirectlyrelatedtosatisfaction,andthereforeoverallh