The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam
Bibliographic Data
| ID | 12968835 |
|---|---|
| Authors | Mai Ngọc Khương (0000-0002-0527-3046, Vietnam National University Ho Chi Minh City, corresponding author), Nguyen Thanh Phuong (0000-0002-1451-1317), Tran Ngoc Diem Chau (Vietnam National University Ho Chi Minh City) |
| Year | 2016 |
| Volume | 8 |
| Issue | 3 |
| Pages | 36-36 |
| Publication date | 2016-06-06 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Review of European Studies (JOURNAL) |
| Journal identifiers | ISSN: 1918-7173 • E-ISSN: 1918-7181 |
| Publisher | Canadian Center of Science and Education (PUBLISHER) |
| DOI | 10.5539/res.v8n3p36 |
| OpenAlex | W2417017014 |
| Language | EN |
| References cited | 18 |
As company tours have become more popular and received much attention in Vietnam, it is a favorable chance for travel companies and agencies to gain more customers and profits. This study was carried out to investigate the effects of travel service quality, using SERVPERF assessment procedure, on word-of-mouth (WOM) behaviors of the whole organization through the mediation of perceived value and satisfaction, so that further recommendations would be suggested for tourism companies to improve their services. Quantitative approach was applied with questionnaire directly delivered to 300 small to medium-sized companies in Ho Chi Minh City which annually book tours for their staff. Although all variables were positively correlated, only four quality aspects (Empathy, Responsiveness, Tangibles, Assurance) had significant effects on other dependent variables; in particular, empathy was proven to have the most powerful impact on WOM with both direct and indirect effects. Guidelines for travel agencies were recommended; especially, activities which prioritized customers’ needs and fulfilled their requests were most emphasized
Advertising · Business · Empathy · Geography · Ho chi minh · Mediation · Quality (philosophy · Service (business · Service quality · Socioeconomics · Sociology · Statistics · Tourism · Value (mathematics · Word of mouth · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Mathematics · Psychology · Social Psychology · Marketing
Customer satisfaction with services
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models
Word-of-Mouth Processes within a Services Purchase Decision Context
China's Generation Y's Expectation on Outbound Group Package Tour
Revisiting importance–performance analysis
Meeting planners’ use and evaluation of convention and visitor bureaus
Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists
Perceived value of the purchase of a tourism product
The impact of tour quality and tourist satisfaction on tourist loyalty
SERVQUAL Reliability and Validity in Travel Agencies
Ecoserv
Tourist satisfaction a cognitive-affective model
Surveys in social research
Value dimensions, perceived value, satisfaction and loyalty
| Citation velocity | historical |
|---|---|
| Highly cited | No |