The effect of overall service quality on customer satisfaction

The moderating role of travel experience

Bibliographic Data

ID6131800
AuthorsShafei Gu (0000-0001-5556-029X, Huizhou University, corresponding author)
Year2023
Volume33
Issue1
Pages19-28
Publication date2023-09-08
Open AccessYes
TypeARTICLE
VenueTuryzm/Tourism (JOURNAL)
Journal identifiersISSN: 0867-5856 • E-ISSN: 2080-6922
PublisherUniwersytet Lodzki (University of Lodz) (PUBLISHER)
DOI10.18778/0867-5856.33.1.02
OpenAlexW4378375428
LanguageEN
Citations received1
References cited71

The purpose of this study is to explore the relationship between overall service quality and customer satisfaction, further, this relationship is examined in terms of travel experience as a moderator. The study mainly focuses on eco-tourism and collected data from tourists travelling to China. Convenience sampling was used for data collection and a questionnaire used from previous studies. AMOS software analyzed the data collected from 341 respondents. The results highlighted that there is a significant and positive relationship between overall service quality and customer satisfaction. Moreover, the presence of travel experience as a moderator strengthens this relationship. This research is limited to eco-tourism and future studies could be done from the perspective of any other country with a large sample size

Business · Customer satisfaction · Data collection · Geography · Moderation · Service quality · Statistics · Tourism · Computer Science · Consumer Behavior in Brand Consumption and Identification · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Mathematics · Psychology · Social Psychology · Marketing