Client perceptions of Emirati innovation strategy on service quality in UAE tourism sector

Rural Society ◽  
2021 ◽  
pp. 1-10
Author(s):  
Mohammed Mahmoud Hassan Ananzeh ◽  
Abdussalaam Iyanda Ismail ◽  
Alaeldin Awawdeh
Keyword(s):  
Service Quality ◽  
Innovation Strategy ◽  
Client Perceptions ◽  
Tourism Sector

Medical Tourism Service Quality

2015 ◽  
pp. 149-180
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Empowerment in Tourism

2020 ◽  
pp. 55-76
Author(s):  
Güllü Gençer ◽  
Kansu Gençer
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Competitive Advantage ◽  
Direct Relationship ◽  
Management Control ◽  
Employee Empowerment ◽  
Tourism Sector ◽  
Service Presentation ◽  
Customer Satisfaction And Loyalty

Empowerment is an approach that provides employees to participate in the management, control the processes, and decide about the problems by taking initiatives. Employee empowerment is important to develop service quality, respond faster to customer needs, ensure customer satisfaction and loyalty, and provide competitive advantage to the organization. In this context in the tourism sector where service presentation and consumption take place in a direct relationship with the customer, employees should be empowered. In this chapter, definition and importance of employee empowerment, employee empowerment approaches, concepts about the employee empowerment, employee empowerment elements, methods that enable employee empowerment, employee empowerment in tourism organizations, and the benefits of employee empowerment are explained by literature review.

Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling

2021 ◽  
pp. 478-494
Author(s):  
Özlem Ergüt
Keyword(s):  
Text Mining ◽  
Service Quality ◽  
Topic Modeling ◽  
Online Reviews ◽  
Current Situation ◽  
Tourism Industry ◽  
Daily Lives ◽  
New Normal ◽  
Tourism Sector ◽  
The World

The world is facing the COVID-19 pandemic that has impacted economies and millions of people worldwide. The fact that COVID-19 is highly contagious from person to person has greatly affected the daily lives of people, and it has also had a devastating effect on many sectors, particularly the tourism industry. In order to mitigate losses for the tourism sector and for it to gain a new dynamism under the current pandemic conditions, monitoring and analyzing online reviews is an important factor for better understanding the needs and desires of customers. The purpose of this study was to determine the main topics in online reviews by foreign guests staying in İstanbul during the pandemic period using text mining techniques. The information obtained as a result of the analysis is important in terms of understanding how to manage the current situation, developing suggestions for solutions, improving service quality, making future decisions, and adapting to the new normal.

scholarly journals A Study of Determinants of Service Quality and Its Role in Customer Satisfaction: A Case of Selected Hotels in Sulaimaniyah, Kurdistan Region of Iraq

2020 ◽  
Vol 10 (2) ◽  
pp. 64
Author(s):  
Mamta Singh ◽  
Devendra Kumar
Keyword(s):  
Service Quality ◽  
Tourism Industry ◽  
Small Sample ◽  
Time Behavior ◽  
Kurdistan Region ◽  
Tourist Destinations ◽  
Tourism Sector ◽  
Food And Beverage ◽  
Massive Number ◽  
Hospitality And Tourism

Purpose of the study: Hospitality and tourism is a promising sector for growth of the Economy in Kurdistan region of Iraq. Every year a massive number of tourists visit the region during Nawroz and Eid –ul-Adha festival seasons. The region is fairly modern and possesses several tourist destinations including site seeing, religious tourism and historical tourism etc. Kurdistan Regional Statistics Office published a report on region’s economy that consists of number of foreign individuals, who visited Kurdistan region categorized into Arab and Non-Arab visitors category provides a clear picture that the region is not only an attraction for holiday but also for other type of tourism. Therefore we wish to learn customers opinion about satisfaction from service quality of the selected hotels. The study will be used to share key information with the hotel in Sulaimaniyah city.Methodology: To understand the determinants of service quality that is most shot for by the individuals we have conducted a survey of selected five star hotels in Sulamaniyah. The sample size for this study was a small sample which was 50 respondents. We used purposive sampling. For data analysis we used SPSS software package for social sciences. Main Findings: We observed from the majority responses that Room service, delivery time, behavior of hotel staff, a nice welcome on arrival, variety of food and beverage are some of the important parameters on which customers decide to rate a hotel. The customers do not have much interest in modern furniture facilities as per this study result. Application of the study: In the nutshell hospitality and tourism sector has huge potential for job creation given the fact the region has well-educated and well groomed young population ready to be employed in the region’s growing tourism industry, this research will help the hotels to provide better services to satisfy the customer.

scholarly journals STRATEGI PEMERINTAH KABUPATEN MOJOKERTO UNTUKMENINGKATKAN KUALITAS PELAYANAN DI SEKTOR PARIWISATA (Studin Pada Dinas Pemuda, Olahraga, Kebudayaan dan Pariwisata Kabupaten Mojokerto)

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Andri Mahfudi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Qualitative Method ◽  
The Public ◽  
Tourism Promotion ◽  
Tourism Sector ◽  
Sport Culture ◽  
Tourism Service ◽  
Sector Service

Sector Tourism sevice is one of the effort that can improve tourism interprice in those area. This research is to know and always the tourism condition, strategy to improve the sector tourism service done by public young service, sport, culture and tourism of Mojokerto district. But tourism sector still has some obstacle so is is need some strategies to improve the quality of service by the district goverment at tourism in Mojokerto. To know the strategy to improve the quality of tourism sector service, so in this research , the researcher used qualitative method with description approach. Based on the research, the researcher found that there were there strategies which were used by the public young service, sport, culture and tourismof Mojokerto district to improve the quality of the tourism sektor service. Those were improve the tourism, tourism promotion, and contruction tourism interprise. But in those strategies still have some obstacles whether internal or external obstacle.Key words : Strategy, Tourism Service, Quality of Service.

scholarly journals CUSTOMER PERCEPTION ON SERVICE QUALITY TOWARDS TOURISM CUSTOMER SATISFACTION IN MALAYSIAN MARINE TOURISM SECTOR

2021 ◽  
Vol 37 (3) ◽  
pp. 792-799
Author(s):  
Mohammad Arije ULFY ◽  
◽  
Md Suliman HOSSIN ◽  
Md Wasiul KARIM ◽  
Fatin Husna Binti SUIB ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Model ◽  
Measurement Model ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Marine Tourism ◽  
Tourism Sector

Marine based tourism has emerged as a subject of concern in the area of ocean and coastal management. Today, demand for marine tourism has increased dramatically and is highlighted as one of the new horizons and fastest-growing sectors in the world’s tourism industry. Malaysia is indeed one of the countries with the most beautiful and diversified marine life. The fundamental purpose of this study is to examine the satisfaction of tourists towards the service quality of marine tourism in Malaysia. The development of the research framework is based on the SERVQUAL model. A total of 300 responses were received from the Klang Valley area of Malaysia. For the purpose of processing and analyzing the data, Partial Least Square (PLS-SEM) method was employed. By applying a two-step approach, the study assesses the measurement model and the structural model. Findings from the survey reveal that assurance, tangibility, empathy, reliability, and responsiveness have a significant positive relationship with customer satisfaction thus these factors describe the customer satisfaction adequately. This study would enable policymakers and tourism companies to develop policies to improve customer satisfaction by increasing the quality of service.

Medical Tourism Service Quality

2016 ◽  
pp. 1433-1464
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Service quality and customer satisfaction in thermal tourism

2017 ◽  
Vol 29 (1) ◽  
pp. 55-81 ◽  
Author(s):  
Cecilia Silvestri ◽  
Barbara Aquilani ◽  
Alessandro Ruggieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Content Type ◽  
Relational Quality ◽  
Empirical Survey ◽  
Tourism Sector ◽  
Highly Sensitive ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Employee Characteristics

Purpose Satisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it. Design/methodology/approach An empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses. Findings The results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality. Originality/value The originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.

scholarly journals RANKING SERVICE QUALITY USING MULTI-CRITERIA DECISION-MAKING METHODS: EXAMPLE OF ERZURUM PROVINCE

2021 ◽  
Vol 9 (3-4) ◽  
pp. 1-12
Author(s):  
Çağlar Karamaşa
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Criteria ◽  
Multi Criteria Decision Making ◽  
Quality Factors ◽  
Customer Expectations ◽  
Tourism Sector ◽  
Front Office ◽  
Method Show

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction.This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The MAUT method was used to weight the determined criteria. The results of the MAUT method show that the “Quality of Housekeeping” was the most important service quality criteria in three-star hotels. This was followed by "Front Office Service Quality", "Cleanliness", "Reliability", "Restaurant Service Quality" and "Service and Process Flexibility" respectively. The criteria considered as the least important include "Courtesy and Respect Level" and "Price Availability".

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