Sustainable Tourism Development in Jordan. Measuring Customer Satisfaction of American Tourists Visiting Petra and Mount Nebo in Jordan

2020 ◽  
Vol 11 (4) ◽  
pp. 1001
Author(s):  
Ramzi AL ROUSAN ◽  
Hussien IBRAHEIM ◽  
Malek BADER ◽  
Nermin KHASAWNEH
Keyword(s):  
Customer Satisfaction ◽  
Travel Agency ◽  
Satisfaction Level ◽  
Sustainable Tourism Development ◽  
Tourist Satisfaction ◽  
Travel Agencies ◽  
Perception Of Quality ◽  
Tourist Guides ◽  
Insight Into

This study investigates the effect of selected factors on the choice of tourist sites in Jordan. These selected factors form the basis for the satisfaction level of American tourist visiting Petra and Mount Nebo. The selected factors are chosen based on the perception of quality of services by American tourists who are focused on three main factors of “destination services” related to “accommodation, facilities at destination and the travel agency”. The opinions and feedbacks of the tourist guides were analysed to provide more insight into the satisfaction level of the American tourist. Specific questionnaires were distributed among American tourists via 10 travel agencies to gather data. Besides, all the tourist guides who supported this study were interviewed for cross-checking purposes. The findings suggested the Americans were generally satisfied with their vacation to Petra and Mount Nebo except for cleanliness at the nearby towns and the sites. This paper seeks to provide data on the satisfaction level of American tourists and the factors that need to be prioritized to enhance higher level of customer satisfaction. This will further improve the destination services for a particular tourist site. Besides, stakeholders need to further improve their tourism aspects to enhance tourist satisfaction.

scholarly journals Attributes And Consequences Of Customer Satisfaction In Tourism Industry: The Case Of Polish Travel Agencies

2012 ◽  
Vol 5 (1) ◽  
pp. 29-42 ◽  
Author(s):  
Andrzej Kobylanski
Keyword(s):  
Customer Satisfaction ◽  
Business Performance ◽  
Tourism Industry ◽  
Travel Agency ◽  
Travel Agencies ◽  
High Level ◽  
Positive Word Of Mouth ◽  
Agency Service

The term customer satisfaction still has an abstract meaning for managers in developing countries. This study focuses on travel agencies in Poland, to improve managers awareness of how customer satisfaction can directly improve business performance. Authors investigated nine attributes of the travel agency service, and identified four of them that have significant effect on overall customer satisfaction (quality of the offer, safety, convenience and comparison of the delivered service with the advertising message). Furthermore, this paper demonstrates that a high level of customer satisfaction in travel agencies creates certain effects like positive word-of-mouth and customer loyalty, which impacts long-term business performance.

Empirical Study on Intelligent Systems Coordination – A Case Study of Intelligent Tourism

2015 ◽  
Vol 740 ◽  
pp. 966-971
Author(s):  
Rong Rong Cai ◽  
Shu Tang
Keyword(s):  
Intelligent Systems ◽  
Perceived Quality ◽  
Travel Agency ◽  
Traditional Theory ◽  
Satisfaction Index ◽  
Index Model ◽  
Tourist Satisfaction ◽  
Intelligent City

Based on the traditional theory of the intelligent systems, as well as the present study on intelligent tourism, Tourist Satisfaction Index model of Intelligent Tourism is put out in this paper. With the data collected in Nanjing, statistic materials suggest that two variables, Perceived Quality of the Intelligent Tourism and Intelligent City, play the most important roles in tourist satisfaction of intelligent tourism. The further analysis reveals that the factor under Perceived Quality of Intelligent Tourism, including Intelligent Transportation, Public Service Platform, Intelligent Hotel and Intelligent Travel Agency, as well as the factors under Intelligent City including Intelligent Governance and Intelligent Environment are the most important factors in the model.

scholarly journals INCREASING KNOWLEDGE ABOUT FACTORS OF QUALITY OF EDUCATION

2014 ◽  
Vol 2 (2) ◽  
pp. 99-105
Author(s):  
Peter Madzík ◽  
Miroslav Hrnčiar ◽  
Zuzana Škutchanová
Keyword(s):  
Customer Satisfaction ◽  
Statistical Processing ◽  
Perceived Quality ◽  
Quality Of Education ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Study Results ◽  
Perception Of Quality ◽  
Increasing Knowledge

This article presents a study of an important attribute that influences students' perception of quality of education – their own study results. The influence of this attribute on the perceived quality of education is examined by formulating hypothesis and statistical processing of data acquired by menas of a survey among graduates. The hypothesis consisted of two researched attributes – study results of students, and graduates' satisfaction with their studies. Questions concerning the second attribute were formulated using methods for calculation of the customer satisfaction index. Statistical examination proved dependence of these two attributes.

scholarly journals Loyalty Model Proposal of Travel Agency Customers

2019 ◽  
Vol 11 (13) ◽  
pp. 3702
Author(s):  
Dudek ◽  
Jaremen ◽  
Michalska-Dudek ◽  
Walesiak
Keyword(s):  
Customer Loyalty ◽  
Structural Equation ◽  
Perceived Quality ◽  
Positive Influence ◽  
Travel Agency ◽  
Travel Agencies ◽  
Research Gap ◽  
Major Factors ◽  
The Impact

Customer loyalty to a destination and accommodation services constitutes a frequent object of research; however, customer loyalty to travel agencies is rarely analyzed. The presented article is an attempt to fill in this research gap. Its purpose is to construct and verify the model covering the impact of the selected factors on the loyalty level of customers of travel agencies operating in Poland. The conceptualization of the loyalty model of travel agency customers (based on the European path-based EPSI model) proposed in the article was first used to illustrate the existing correlations in customer behavior to analyze and explain the development of the loyalty phenomenon vis-a-vis travel agency customers. The aforementioned assumptions—having applied the structural equation modelling (SEM)—were reflected in the development of the theoretical model of travel agencies customer loyalty, the empirical verification of which (N = 1151) allowed us to determine the impacts of selected factors (i.e., the perceived quality of the travel agency’s offers, its image and the satisfaction with its service buyers) on the loyalty level of travel agency customers. It has been shown that two major factors have positive impacts on the loyalty of travel agency customers: (i) the perceived quality of travel agency offers, and (ii) its image. Furthermore, the conducted analysis highlights the positive influence of the perceived value of travel agency offers on the loyalty of customers.

Developing a matrix for assessing serviceability of U.S. online travel agency websites

2017 ◽  
Vol 45 (1) ◽  
pp. 115-126 ◽  
Author(s):  
Kwang-Woo Lee ◽  
Heesup Han ◽  
Jinsoo Hwang
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategies ◽  
Travel Agency ◽  
Brand Attachment ◽  
Travel Agencies ◽  
The Usa ◽  
Online Travel ◽  
Online Travel Agency ◽  
Online Travel Agencies

We examined the importance of website serviceability of online travel agencies (OTAs). We collected data from 283 users of OTA websites in the USA. Statistical differences were found for 8 out of 10 website serviceability items that were examined. In addition, 2 dimensions of functional website serviceability and technical website serviceability were derived from the website serviceability items. Last, both dimensions of website serviceability positively affected customer satisfaction, which, in turn, positively affected brand attachment and loyalty. These results will be useful for developing effective and efficient marketing strategies.

scholarly journals Pengaruh Kualitas Layanan terhadap Loyalitas Wisatawan Nusantara dengan Kepuasan Wisatawan Nusantara sebagai Variabel Intervening

2015 ◽  
Vol 5 (1) ◽  
pp. 24
Author(s):  
Eny Sulistyowati ◽  
Sobirin Maliyan
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Tourism Industry ◽  
Quality Of Services ◽  
Tourist Attraction ◽  
Business World ◽  
Tourist Satisfaction

<p>In the business world, customer satisfaction is an absolute must be the goal to achieve success. Due to the achieved satisfaction of the consumers or customers will bring many benefits to manufacturers or institutions, among others, will make consumers become loyal. From the results of research conducted shows that Quality of services provided to tourists have a strong influence on the loyalty of tourists to visit the tourism objects in the area of Yogyakarta. This is evidenced by the results of the r2 of the influence of service quality to local tourists loyalty is about 22.2%. This shows if the service quality provided by the tourism industry in Yogyakarta enhanced within the region will make the travelers loyal to the tourism industry in Yogyakarta. In addition to the quality of services provided to tourist there are other factors that also have a strong influence on the tourist loyalty that tourist satisfaction factor, as evidenced by the r2 value of 15.2%. This suggests that if the tourism industry pay attention to things that could improve the satisfaction of tourists visiting the attractions in Yogyakarta, then the tourists will be eager to visit again or loyal. Meanwhile, indirectly influence the quality of service to tourists loyalty through the satisfaction of tourists who visit tourist attraction in the DIY region have only r2 values of 0.015 or 1.5%. This implies that the satisfaction of tourists is less strong loyalty of tourists who visit tourist attraction in the area of DIY.</p>

scholarly journals ANALISIS PENGARUH KUALITAS PRODUK DAN PELAYANAN TERDAHAP KEPUASAN KONSUMEN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DI TWISSTERDOG DENPASAR

2018 ◽  
Vol 6 (3) ◽  
pp. 259
Author(s):  
I.G.A Devika Inten A ◽  
Amna Hartiati ◽  
Cokorda Anom Bayu Sadyasmara
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Food Presentation ◽  
Satisfaction Level ◽  
Consumer Interest ◽  
Level Of Satisfaction ◽  
Parking Facilities

This study aims to determine the attributes that are considered important by consumers to achieve customer satisfaction, determine the level of performance in Twissterdog, know the level of satisfaction or level of consumer suitability of products and services in Twissterdog, and determine the attributes that need to get priority from the company to achievement of customer satisfaction. This research was conducted in Twissterdog with the sample used was 97 respondents by using purposive and accidental sampling method. Data obtained from the questionnaire distribution were analyzed by Importance Performance Analysis method. The result of research shows that attribute with highest level of customer satisfaction on product quality is clarity of name and logo of company with satisfaction level 222%, attribute with lowest satisfaction level is price match with consumer interest, food presentation and price match with product quality with satisfaction level equal to 80.84%. Attributes with the highest level of customer satisfaction on the quality of service is the hospitality of the waiter and the courtesy of the waiter with a satisfaction level of 218%. Attribute with the lowest level of customer satisfaction on the quality of service is the convenience of café with a satisfaction level of 43%. Attributes that should be prioritized on product quality are price conformity with consumer interest, food presentation and price conformity with product quality. The attributes that must be prioritized on the quality of service is the ease of reaching the location, the cleanliness of the cafe, the availability of parking facilities and the convenience of the cafe. Keywords : Customer satisfaction, Importance Performance Analysis, Twissterdog.

scholarly journals Optimizing Limousine Service with AI

AI Magazine ◽  
2011 ◽  
Vol 32 (2) ◽  
pp. 27
Author(s):  
Andy Hon Wai Chun
Keyword(s):  
Constraint Satisfaction ◽  
Constraint Satisfaction Problem ◽  
Fleet Management ◽  
Travel Agency ◽  
Business Growth ◽  
Business Travelers ◽  
Travel Agencies ◽  
Support Decision Making

A common problem for companies with strong business growth is that it is hard to find enough experienced staff to support expansion needs. This problem is particular pronounced for operations planners and controllers who must be very highly knowledgeable and experienced with the business domain. This article is a case study of how one of the largest travel agencies in Hong Kong alleviated this problem by using AI to support decision-making and problem-solving so that their planners and controllers can work more effectively and efficiently to sustain business growth while maintaining consistent quality of service. AI is used in a mission critical fleet management system (FMS) that supports the scheduling and management of a fleet of luxury limousines for business travelers. The AI problem was modeled as a constraint satisfaction problem (CSP). The use of AI enabled the travel agency to sign up additional hotel partners, handle more orders and expand their fleet with their existing team of planners and controllers. Using modern web 2.0 architecture and proven AI technology, we were able to achieve low-risk implementation and deployment success with concrete and measurable business benefits.

scholarly journals Modification and application of ECSI on the Czech service market

2005 ◽  
Vol 53 (3) ◽  
pp. 185-194 ◽  
Author(s):  
Kateřina Ryglová ◽  
Jana Stávková ◽  
Eva Skoumalová
Keyword(s):  
Customer Satisfaction ◽  
Travel Agency ◽  
Service Market ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Travel Agencies ◽  
Marketing Analysis ◽  
Measurement And Evaluation

Considering contemporary trends in development of the world’s economy, all kinds of companies are made to analyse and implement new access to firm’s strategies. This article deals with new trends in marketing analysis focused on measurement and evaluation of customer satisfaction. We tried to apply methodology of ECSI (European customer satisfaction index) into Czech service market. We counted the total customer satisfaction indexes for two chosen travel agencies (85% for the first travel agency, and 74% for the second one) and for two chosen banks (72% for the first bank, and 82% for the second one).

scholarly journals A model of factors affecting domestic tourist satisfaction on eco-tourism service quality in the Mekong Delta, Vietnam

2021 ◽  
Author(s):  
Ha Nam Khanh Giao ◽  
Bui Nhat Vuong ◽  
Nguyen Ngoc Duy Phuong ◽  
Ngo Tan Dat
Keyword(s):  
Mekong Delta ◽  
Factors Affecting ◽  
Tourist Satisfaction ◽  
Travel Agencies ◽  
Perceived Price ◽  
Food And Beverage ◽  
Spss Software ◽  
Tourism Service ◽  
Domestic Tourist

The objective of the present study is to explore the factors affecting domestic tourists’ satisfaction with the quality ofecotourism services. Survey data collected from 457 visitors visiting Mekong Delta, Vietnam were analyzed to provide evidence.Results from multiple regression analysis using SPSS software have determined that Food and beverage Shopping &amp; entertainment services, Perceived price, Nature destination landscape, Security and Safety, Transportation had positive associations with domestic travelers’ satisfaction. Besides, this research also showed that female tourists tend to be more satisfied than male tourists. The main findings of this study provide practical implications for travel agencies and tourism managers. It implies that they should improve these factors in order to maintain and enhance domestic tourist satisfaction with the quality of ecotourism services in Mekong Delta, Vietnam.

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