scholarly journals RESEARCH OF CONSUMER SATISFACTION WITH THE SERVICES QUALITY IN THE MARKETING SYSTEM OF THE TOURIST INDUSTRY ENTERPRISES

2021 ◽  
Author(s):  
Nataliia Bogdan ◽  
Yuliya Krasnokutska ◽  
Olga Kravets
Keyword(s):  
Consumer Satisfaction ◽  
Tourism Industry ◽  
Professional Services ◽  
Quality Of Services ◽  
Clear Understanding ◽  
Tourism Marketing ◽  
Marketing Activities ◽  
Correct Understanding ◽  
Tourist Service

The article examines the peculiarities of marketing activities in the tourism industry. The complexity of this issue is not only that there is no single theoretical approach to solving problems of marketing support of tourism, there is no clear understanding of practical aspects. The purpose of the article is to study the features of marketing activities in the tourism industry and to develop tools for its improvement in order to increase consumer satisfaction with the quality of services provided. To achieve the goal of the article, a number of general scientific and special methods were used: abstract-logical method, method of theoretical generalization, abstract analysis, content analysis. The article defines the essence of tourism marketing, its purpose, tasks and functions, which are considered in tourism at 3 levels: public, regional and individual. The necessity of correct understanding of consumer behavior for realization of effective marketing activity at the tourist enterprise is proved. A comprehensive study of consumer needs and their consumer satisfaction with the quality of services is proposed. It will assess how marketing activities meet consumer needs and how a company assesses the importance of its work at each stage of the purchase decision. It has been proved that identifying the degree of consumer satisfaction with the company's services is the most important problem in the context of ensuring the competitiveness of the enterprise and the efficiency of its work in the market. A client-oriented model of marketing of a professional tourist service has been developed, which is based on the characteristics inherent in a professional tourist service. The model considers three types of marketing: traditional, internal and interactive marketing. The components of the model should be three controlled and interdependent links: "travel company – customers"; "travel company – staff"; "staff – customers ". It has been proved that the introduction of a customer-oriented model of marketing professional services and methods of personal sales will help improve the quality of services provided and increase the efficiency of the tourism enterprise as a whole.

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 PRICING POLICY IN TOURISM AS ONE OF THE FACTORS IN FORMING IMAGE OF DESTINATION

2017 ◽  
Vol 11 (3) ◽  
pp. 14-26
Author(s):  
Валентина Ячменева ◽  
Valentina Yachmeneva ◽  
Наталья Фокина ◽  
Natalya Fokina
Keyword(s):  
Negative Impact ◽  
Price Policy ◽  
Tourism Industry ◽  
Pricing Policy ◽  
Factors Influencing ◽  
Tourism Product ◽  
The Republic ◽  
Tourist Center ◽  
Tourist Service

There are several challenges on way to the forming modern international tourist center on the territory of Crimea meeting the criteria of a year-round, demand and competitiveness. The harmonization of tourism product’s prices and its quality is the main among them. Existing currently unbalanced price policy of tourist service enterprises in the territory of the peninsula could have a negative impact on the region’s image and lead to the loss of competitive position in the market of tourist services. This explains the relevance of this study and its purpose. The research aimed at evaluating the experience of successful development of tourism in foreign destinations and analyzing the factors influencing the pricing policy of tourist service enterprises in the Crimean destinations. To achieve the objectives of the study the authors analyze the approaches to the definition of "destination" and "image". There are a variety of definitions of these terms, but they are all focused on a consumer’s comprehensive perception of tourism product. The distinctive features of main consumer of tourist services in Crimea are established. The reasons for the success of tourism in the destinations in Turkey and Egypt are analyzed. The authors have revealed that the government's efforts to support enterprises in Crimean tourism industry create preconditions for improving the quality of tourism products and the introduction of pricing policies aimed at reducing prices. The article provides an analysis of the factors influencing the pricing policy of tourist service enterprises in Crimean destinations through the method of PEST-analysis. The authors concluded that the current pricing policy of the majority of tourist service companies on the territory of the Republic of Crimea, is apart from the pricing policy of its nearest competitors, does not meet the quality of service and, therefore, does not meet the expectations of the consumers.

scholarly journals Using the principal component analysis for evaluating the quality of a tourist destination

2012 ◽  
Vol 60 (2) ◽  
pp. 449-458 ◽  
Author(s):  
Ida Vajčnerová ◽  
Jakub Šácha ◽  
Kateřina Ryglová
Keyword(s):  
Public Administration ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Principal Component ◽  
Services Marketing ◽  
Quality Of Services ◽  
Tourist Destination ◽  
Original Number ◽  
The Given

The article deals with problems concerning evaluating the quality of a tourist destination. A tourist destination is a conjunction of products, services, natural resources, culture resources, local people, artificially created attractions and information, due to which it is able to attract a number of visitors. The visitors’ satisfaction with a destination depends on the quality of their overall experience that is created on the basis of the cooperation of all actors in tourism in the given area – these are local inhabitants, service providers, public administration workers and destination management. The quality of services is a component of consumer satisfaction and so it is evaluated according to the level of a customer’s satisfaction. Sustainable development and the quality of natural environment are parts of the destination quality, too. When evaluating quality it is necessary to define a set of factors (variables) that can be quantified and then to determine the quality of a destination.The objective of the paper is to create a model for evaluating the quality of a destination on the basis of analysing the importance of individual factors (variables) concerning the quality of a destination. The importance of these factors was determined by relevant responders during a questionnaire survey. For reducing the original number of twenty dependant variables the multidimensional statistical method of analysing the principal components was used. On the basis of similarities in evaluation this method supported clusters of factors – relative dimensions of the quality of a destination. Subsequently a methodology was formulated to evaluate the quality of a destination according to four newly-defined dimensions of quality: Attractions, Services, Marketing management, Sustainability and cooperation.

scholarly journals Teknologi Komunikasi Informasi dan Dekonstruksi Tren Pariwisata

2019 ◽  
Vol 3 (2) ◽  
pp. 179
Author(s):  
Zakaria Lantang Sukirno ◽  
Edoardo Irfan
Keyword(s):  
Consumer Behavior ◽  
New Media ◽  
Human Behavior ◽  
Consumer Culture ◽  
Technology Development ◽  
Tourism Industry ◽  
Tourism Marketing ◽  
Service Companies ◽  
Digital Era ◽  
Tourist Service

Abstract ICT progress and dynamics has been changing human behavior and life. Thus, tourism industry has changed drastically because of the new media development. The changes in organizational order or structure, society, trend, and culture based on technology development become the signifier of postmodern era. ICT is responsible for the drastic change of tourist consumer behavior, tourist service companies, tourism marketing, and tourism business. That’s called as deconstruction. Tourism business must be sensitive to the consumer behavior and consumer culture deconstruction in this digital era that occurs in the tourism trend by following the ICT usage trend. Tourism entrepreneurs must deconstruct their mindset from competition to collaboration.Keywords : ICT, postmodern, deconstruction, tourism, apps, startup

scholarly journals UPAYA RESTORAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN: Studi Pengendalian Mutu Restoran Dave Kitchen di Yogyakarta

2018 ◽  
Author(s):  
Daisy Christiana Santoso
Keyword(s):  
Quality Of Care ◽  
Service Provider ◽  
Service Providers ◽  
Tourism Industry ◽  
Quality Of Services ◽  
The World ◽  
Food And Beverage ◽  
Independent States ◽  
Unit Analysis

ABSTRACRestaurant or caffee is part of tourism industry that played a role as service providers food and beverage for people who were far from home. The customer’s need of value service pushing the service provider of food and beverage to get involved in the competition and won them all. Any activities of the restaurant must be focused on management efforts to provide the performances of service that exceed expectations of customers. These efforts can be done through the development of the quality of care with consists of reability, responsibility, assurance, empathy, and tangibles. Based on the above description, then done reseacrh on the strategy the development of the quality of services to the satisfaction of customers. Unit analysis of this research are the guests who has ever been and making purchases at Dave Kichen. Methods used in this study is the method of observation, interview and documentation. The analysis of data used is the analysis of qualitative to see the influence of a variable is independent of variable dependent. The analysis is shown by those independent states (in the world service) to variable dependent (reward customers). These other factors that arent pursuing.

scholarly journals Einkarekstur eða ríkisrekstur í heilsugæslu: Samanburður á kostnaði og ánægju með þjónustu

2018 ◽  
Vol 14 (2) ◽  
pp. 69-84
Author(s):  
Héðinn Sigurðsson ◽  
Sunna Gestsdóttir ◽  
Sigríður Halldórsdóttir ◽  
Kristjan G. Guðmundsson
Keyword(s):  
Health Care ◽  
Consumer Satisfaction ◽  
Low Cost ◽  
Safety Net ◽  
Community Services ◽  
Quality Of Services ◽  
Private Health Care ◽  
The Cost ◽  
Health Care Centers

The organization of health care is one of the most complex present day challenges. Like other countries that run socialized health care systems, Icelanders face the question of the role of private enterprise in health care. The objective of this study was two-fold: to compare the cost of 17 private and state-run health care centers in the metropolitan area, and to compare consumer satisfaction related to these. At the beginning of Icelandic settlement, there were statutory laws decreeing that community services should be provided for those in need. By the Health Care Act in 1973, the Icelandic health care system fell under the Nordic welfare society with equal access and a tight safety net. The results show that the private health care centers had a low cost per work unit, but not the lowest. Four to seven state run health care centers had less expenditure per patient than the private centers. The cost of each doctor’s position was highest in one of the private clinics. Patient satisfaction surveys showed that there is no difference in the quality of services between these two different operating modes. A conclusion can be drawn from this study that it is not clear whether private health care improves the use of public funds or increases the quality of services.

scholarly journals MARKETING ASPECTS OF DEVELOPING TOURISM SERVICES MARKET IN UKRAINE & THE BALTIC COUNTRIES

2019 ◽  
Vol 5 (1) ◽  
pp. 39
Author(s):  
Ganna Gorina ◽  
Valentina Barabanova
Keyword(s):  
Functional Model ◽  
Tourism Industry ◽  
Methodological Principle ◽  
Baltic States ◽  
Baltic Countries ◽  
Marketing Activities ◽  
European Standards ◽  
The Baltic ◽  
Tourism Services

Under the conditions of modern European integration processes, the quality of providing tourism services, which should meet the requirements of the population as much as possible, gains momentum. The regulation of tourism development in Ukraine according to European standards and regulations impose the task of upgrading the tourism industry, search for innovative instruments to improve its functioning based on the best European practices example of the Baltic States. Marketing approaches in managing the demand for tourism services by means of innovative technologies are insufficiently defined. Among the scholars who investigated the marketing aspects in the field of tourism activities should be distinguished the following: N. E. Kudla, I. Yu. Martynov, O. M. Pravyk, I. M. Shkoda and so on. The methodology is based on a systematic approach to the market for tourist services, marketing analysis as a management concept for this market, on the use of modelling as a methodological principle and a method of scientific knowledge. The mechanisms of increasing the efficiency of marketing activities in the field of tourism through the structural-functional model and model of management of the marketed approach system are determined. At the present stage, the issues of finding and implementing modern mechanisms for the formation and management of demand for a tourism product remain unsolved. Results. The article is aimed at developing innovative methods for managing the process of implementing marketing approaches to the market for tourist services in Ukraine. Priority is the development of mechanisms for the formation of demand for tourism products through marking technologies. The authors developed a system of marking approaches, which includes the factors of the effectiveness of travel services; marking methods and techniques; forms of realization of tourist services. The mechanism of formation and management of demand for a tourist product, as well as communicative and social methods of increasing the efficiency of marking activity in the tourist services market in Ukraine, is determined. Practical implications. The article considers mechanisms of increasing the efficiency of marketing activities in the field of tourism. The expediency of using the European experience of the Baltic States for the development of tourism in Ukraine is emphasized. Directions of further researches are offered. The structural-functional model of the system of marketing approaches and the organizational model of operational management of the process of realization of marketing approaches to the market for tourist services are developed. Value/originality. The use of the proposed models will more effectively increase the efficiency of marketing activities in the modern market for tourist services. The authors prove that modelling, development, and implementation of models of marketing approaches is a powerful mechanism for achieving a new quality of tourism services market and Ukraine.

scholarly journals Analisis Tingkat Kepuasan Konsumen Berdasarkan Kualitas Pelayanan pada Pengunjung Objek Wisata Pantai Pulau Merah Kabupaten Banyuwangi

2018 ◽  
Vol 5 (2) ◽  
pp. 189
Author(s):  
Mohamad Jajang I ◽  
Diah Yulisetiarini ◽  
Hadi P
Keyword(s):  
Consumer Satisfaction ◽  
Sampling Method ◽  
Quality Of Services ◽  
Rank Test ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Signed Rank ◽  
Wilcoxon Signed Rank Test ◽  
Signed Rank Test

This article aim to anayze the level of satisfaction of customer on the quality of services that includes physical evidence, dependability, responsiveness, assurance, and empathy on subjects tourist Red Island Beach. The population in this research was visitors of The Red Island Beach. Sampling method used was non-probability sampling namely purposive sampling with the number of respondents as much as 108 people. Variables used the quality of services. The analysis methode uses Service Quality (SERVQUAL).The results demonstrates  that 1) physical evidence has eight indicator which all indicators showed satisfaction visitors of Red Island Beach.2) dependability indicator having two roomates they showed satisfaction visitors of Red Island Beach. 3) responsiveness indicator having two roomates they showed satisfaction visitors of Red Island Beach. 4) assurance indicator having two roomates they showed satisfaction visitors of Red Island Beach .5) empathy have five indicator roomates showed satisfaction reviews those five visitors of coastal islands red. Keyword: Consumer Satisfaction, Quality of Service, Servqual, Wilcoxon Signed Rank Test. 

scholarly journals Tourism as A Driver of Development: An Evidence from Selected Tourism Stakeholders in Vigan City

2021 ◽  
Vol 2 (1) ◽  
pp. 39-48
Author(s):  
Lord Jan Talania Rodiris
Keyword(s):  
Tourism Industry ◽  
Tourism Impact ◽  
Tourism Marketing ◽  
Correlational Research ◽  
Research Activities ◽  
Validated Questionnaire ◽  
The Social ◽  
The Impact ◽  
The Relationship

This research investigates the tourism of Vigan City, the impact of tourism, and the relationship between tourism and its impact on Vigan City. This utilized the descriptive-correlational research design with a validated questionnaire checklist used to gather the data from the selected tourism stakeholders. Findings suggest that there is a significant relationship between the tourism impact in Vigan City and the level of the tourism industry in Vigan City. Thus, developments for the tourism industry, particularly in the transportation system, tourism marketing, attraction, and destination, could increase the tourism demand and is a good development contributor, particularly on economics, social, physical, and political aspects of tourism. From the findings, it is highly recommended that there should be further development initiatives and further research activities to identify other strategies for tourism development other than the variables used in the study to maximize the benefits of the tourism industry. Continuous development is also needed along with tourism transportation, marketing, attractions, and destination, and lastly, sustainability should also be considered. This research is necessary because it fills the gap in the literature of Hasan Siddique (2016), particularly on maximizing the benefits of tourism in sustaining the quality of the social, economic, and environmental assets.

scholarly journals PENGARUH KUALITAS JASA TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA TRANSPORTASI PT EKA SARI LORENA TRANSPORT BOGOR

2017 ◽  
Vol 8 (1) ◽  
pp. 37
Author(s):  
Ans James Sembiring ◽  
Titiek Tjahja Andari
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Research Quality ◽  
Quality Of Services ◽  
Transportation Services ◽  
Descriptive Research ◽  
Research Survey ◽  
Consumer Feedback ◽  
Positive Effect

Tujuan dari penelitian ini adalah untuk mengetahui bagaimana tanggapan konsumen tentang kualitas jasa yang diberikan perusahaan dan pengaruh kualitas jasa (tangible, emphaty, reliabiilty, responsiveness dan assurance) secara parsial dan simultan berpengaruh terhadap kepuasan konsumen. Metode penelitian adalah survey, bentuk penelitian deskriptif dan verifikatif dengan objek penelitian sebanyak 100 responden yang menggunakan jasa transportasi PT Eka Sari Lorena Transport. Berdasarkan hasil penelitian, secara simultan kualitas jasa yang terdiri dari tangible(X1), emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), sedangkan secara parsial variabel tangible(X1) tidak berpengaruh terhadap kepuasan konsumen PT Eka Sari Lorena Transport (Y), variabel emphaty(X2), reliabiilty(X3), responsiveness(X4) dan assurance(X5) berpengaruh signifikan dan positif terhadap kepuasan konsumen PT Eka Sari Lorena Transport.KATA KUNCI:  Kualitas Jasa, Kepuasan Konsumen THE EFFECT OF SERVICE QUALITY CUSTOMER SATISFACTION IN USING TRANSPORTATIONABSTRACTThe purpose of this research is to find out how consumer feedback about the quality of services rendered and the influence of the quality of the company's services (tangible, emphaty, reliabiilty, responsiveness and assurance) partially and simultaneous effect on customer satisfaction. The method of research done is a descriptive research, survey and verifikatif with the object of research by as much as 100 respondents who use transportation services PT Eka Sari Lorena Transport. Based on the results of research, quality service that simultaneously composed of tangible (X 1), (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) influence on consumer satisfaction PT Eka Sari Lorena Transport (Y), while partially tangible variables (X 1) does not affect satisfaction of PT Eka Sari Lorena Transport (Y), variable (X 2), emphaty reliabiilty (X 3), responsiveness (X 4) and assurance (X 5) significant and positive effect toward satisfaction of PT Eka Sari Lorena Transport. 

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