A Cross‐Sector Evaluation of Service Quality in the Tourism Industry of Hong Kong
Importance vs. Performance
Bibliographic Data
| ID | 12974307 |
|---|---|
| Authors | Xin Jin (0000-0003-4590-5834, Hong Kong Polytechnic University, corresponding author), Shanshan Qi (0009-0002-9461-1357, Hong Kong Polytechnic University), Chia‐Hao Chiang (Aletheia University) |
| Year | 2008 |
| Volume | 4 |
| Issue | 3-4 |
| Pages | 319-335 |
| Publication date | 2008-11-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of China Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1938-8160 • E-ISSN: 1938-8179 |
| Publisher | Taylor & Francis (PUBLISHER • GB) |
| DOI | 10.1080/19388160802505754 |
| OpenAlex | W2061893727 |
| Language | EN |
| Citations received | 5 |
| References cited | 25 |
This study evaluates visitor overall satisfaction with the quality of services provided by the hotel, restaurant, and retail sectors in Hong Kong. A survey with questionnaire items derived from SERVQUAL was conducted and statistical techniques, including regression, importance-performance analysis, and ANOVA, are used for analysis. The performance of service attributes and their relative impacts on overall satisfaction are identified. A cross-sector and cross-region comparison is made. It is found that the perceived overall satisfaction levels of visitors are significantly correlated with their place of domicile and two different travel modes, namely, independent travel and guided package tours. As a whole, the hotel sector enjoys a level of overall satisfaction higher than that of the other two sectors. Managerial implications of service quality improvement are drawn
Advertising · Business · Consumer satisfaction · Customer satisfaction · Geography · Hotel industry · Quality (philosophy · Regression analysis · Service (business · Service quality · SERVQUAL · Statistics · Tertiary sector of the economy · Tourism · Visitor pattern · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Diverse Aspects of Tourism Research · Mathematics · Marketing
China's Generation Y's Expectation on Outbound Group Package Tour
Exploring factors influencing first-mile and last-mile connections to public transport from car users' perspective
An Analysis of Publications in the Journal of China Tourism Research
The Effects of Physical and Cultural Distance on Tourist Satisfaction
Importance–performance analysis in tourism
Identification and Evaluation of those Components of Tourism Services which have a Bearing on Tourist Satisfaction and Which Can be Regulated, and State Measures to Ensure Quality of Tourism Services
The asymmetric relationship between attribute-level performance and overall customer satisfaction
Modelling and forecasting the demand for Hong Kong tourism
Importance-Performance Analysis
Measuring Service Quality in the Travel and Tourism Industry
Models of Consumer Satisfaction Formation
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Comparative assessment of tourist satisfaction with destinations across two nationalities
Using a revised importance–performance analysis approach
An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry
Categorical classification of tourism dining
Response Determinants in Satisfaction Judgments
| Unique citing works | 5 |
|---|---|
| Citations per year | 0,36 |
| Citation span | 2012 - 2025 (14) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 5 |