Non-Russian experience in establishing a national tourist service quality framework (Case study: Finland)

10.12737/3586 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 53-63
Author(s):  
Дина Макеева ◽  
Dina Makeeva
Keyword(s):  
Service Quality ◽  
Tourism Development ◽  
Quality System ◽  
Annual Growth ◽  
Principal Function ◽  
Quality Framework ◽  
Tourist Service

The article considers Finland’s experiences in establishing and developing a national tourist service quality framework. Currently, Finland’s tourist revenue sees an annual growth of 5-10 percent, and is a major GDP contributor. To ensure continued tourism development, to promote tourist-sector-provided employment and the tourist inflow, Finland established a national tourist service quality system – DQN (destination quality net), whose principal function is to analyse and adapt the practices of top tourist organizations and to facilitate the adoption of the practices by other organizations. The article provides an overview of the system and described its implementation tools.

On Regional Hospitality Standards Development (Case study: Yaroslavl Region)

10.12737/4499 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 32-38
Author(s):  
Ольга Вапнярская ◽  
Olga Vapnyarskaya ◽  
Тигран Асоян ◽  
Tigran Asoyan
Keyword(s):  
Service Quality ◽  
Development Policy ◽  
Tourism Development ◽  
Tourism Industry ◽  
Regional Level ◽  
Tourist Industry ◽  
Regional Tourism ◽  
Complex Development ◽  
Tourist Service

Research and practice show that special-purpose programmes designed to promote tourism development at a regional level are generally aimed at improving industry and infrastructure in a targeted region. These tasks, as well as the issues of hotel, public catering and other service quality enhancement, are focal for developers of strategies and targeted programmes of regional tourism development. Besides tourist industry development, policy papers address marketing issues, such as, for example, the development, positioning and promotion of the tourist product. However, the issues concerning the tourist service quality and the hospitable atmosphere in the environment external to a tourism enterprise receive little attention. Experience shows that tourists value not only the service quality as provided by tourist-oriented enterprises but also the friendly and welcoming attitude of the local people, which, combined, serve to create a unique atmosphere of general hospitality. UNWTO regards the ethics of tourism development as important and indispensable. With this in mind, the authors of the article raise the problem of a hospitality standards complex development which, applied at a regional level, should include provisions to be implemented by the tourism industry and infrastructure participants to improve service. The authors hold that a standards complex will ensure a synergetic approach to the creation of a unique atmosphere of hospitality in a region, and assert that the content of the standards be based on the provisions of international legal acts and the legal and regulatory framework in effect in a particular region. A model of the standards is demonstrated in the context of the Yaroslavl region.

scholarly journals PENGARUH KUALITAS SISTEM, KUALITAS INFORMASI DAN KUALITAS LAYANAN HER REGISTRASI IGRACIAS TERHADAP KEPUASAN PENGGUNA

2019 ◽  
Vol 1 (01) ◽  
pp. 33
Author(s):  
Viliane Puspa Negara ◽  
Dudi Pratomo
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
Positive Influence ◽  
Quality System ◽  
System Quality ◽  
Probability Sampling ◽  
School Year

This research was carried out by using the model's success Information System which has been designed by DeLone and McLean (2003) by taking several required dimensions or variables. The purpose of this study was to examine the influence of information quality, system quality, service quality Her Registration process to the satisfaction of a user (A Case Study of the iGracias application Telkom University). The sample used in this study were the students of Telkom University class of 2013, which at the time of the school year 2016/2017 be final year students so that more process Her Registration compared to other forces. The sampling technique using probability sampling, with probability sampling technique used is Proportionate stratified random sampling, so that the sample in this study were 371 respondents. The study proves that the information quality, system quality, and service quality significantly influence to user satisfaction simultaneously, as well as proving that the information quality, system quality, and service quality have a positive influence and significant to user satisfaction

Establishing a national tourist service quality framework: Spain’s experience

10.12737/3587 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 64-71
Author(s):  
Дина Макеева ◽  
Dina Makeeva
Keyword(s):  
Service Quality ◽  
Tourist Industry ◽  
Industrial Growth ◽  
The Past ◽  
Tourism Sector ◽  
State Economy ◽  
Quality Framework ◽  
Industry Leader ◽  
Resource Shortage ◽  
Tourist Service

With governments and entrepreneurs worldwide facing the pressing issue of raising the competitiveness of their respective states in the global tourist market, tourism has been treated as a largely prioritized sector of economy in the past few years. The globally experienced resource shortage, agricultural output precariousness, the lack of industrial growth have turned the attention of the authorities to the development potential of tourism as a sector of economy. However, tourists today are notably different from their counterparts of a few decades ago. Competition in the tourism sector is escalating not only on the company-against-company scale, but on a state-against-state, or even, continent-against-continent scale. At present, a key competitive advantage that encourages the tourist inflow is the tourist service quality, and a great number of European governments are currently focusing their attention on ensuring quality tourist service provision. The article considers Spain’s experience in establishing a tourist service quality framework, which has significantly contributed to the country’s status of a global tourist industry leader in terms of the level of tourist industry development and the revenue from this sector of state economy.

Environment and atmosphere of night tourism based on the local wisdom: A case study of Berastagi

2020 ◽  
Vol 3 (1) ◽  
Author(s):  
Selly Veronica ◽  
Nurlisa Ginting ◽  
AmyMarisa
Keyword(s):  
Field Observation ◽  
Local Community ◽  
Tourism Development ◽  
Primary Data ◽  
Tourist Destination ◽  
Innovative Strategy ◽  
Depth Interview ◽  
Social Environmental ◽  
Descriptive Method

Night tourism development comes up as an innovative strategy for tourism development in this current intense competition. There are four main elements in night tourism, namely economic, social, environmental, and night atmosphere. Berastagi is the most popular tourist destination in Karo Regency, Sumatera Utara, Indonesia, which already have night tourism destination but unfortunately undeveloped yet. Night tourism development in Berastagi must be with the local wisdom approach to maximize its benefit. Karonese as the majority ethnic of the local community in this area potential to be developed on its night tourism. This paper only analyzes the environmental and night atmosphere aspects in Berastagi’s night tourism, which based on local wisdom. Qualitative primary data from field observation and depth interview results have been analyzed by using the descriptive method. The study shows that involving local wisdom in developing the environment and night atmosphere can give the typical identity for the night tourism in Berastagi.Night Tourism

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

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