Factors Affecting International Tourists’ Perceived Service Quality and Return Intention—A Study in Ho Chi Minh City, Vietnam

2016 ◽  
Vol 8 (3) ◽  
pp. 133
Author(s):  
Mai Ngoc Khuong ◽  
Nguyen Phuong Quyen
Keyword(s):  
Service Quality ◽  
Destination Image ◽  
Ho Chi Minh City ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Culture History ◽  
Perceived Price ◽  
Negative Effect ◽  
Return Intention

<p>This research aimed to measure key factors affecting international tourists’ perceived service quality and their return intention towards Ho Chi Minh City, Vietnam. A quantitative method was used with structured questionnaire directly delivered to 1,673 tourists who had already visited or stayed in the city for more than three days. The empirical results of this study showed that recreation and entertainment had the strongest effect; other factors such as perceived service quality, culture, history and art, safety and security, local cuisine, negative attributes, perceived price, natural environment, and destination image also had positive effects on international tourists’ return intention. Conversely, infrastructure provided negative effect on tourists’ return intention.</p>

scholarly journals International Tourists’ Loyalty to Ho Chi Minh City Destination—A Mediation Analysis of Perceived Service Quality and Perceived Value

2019 ◽  
Vol 11 (19) ◽  
pp. 5447 ◽  
Author(s):  
Khuong Ngoc Mai ◽  
Phuong Ngoc Duy Nguyen ◽  
Phuong Thi Minh Nguyen
Keyword(s):  
Service Quality ◽  
Perceived Value ◽  
Image Data ◽  
Destination Image ◽  
Ho Chi Minh City ◽  
Perceived Service Quality ◽  
Structural Relationships ◽  
Perceived Price ◽  
Willingness To Recommend ◽  
Negative Attributes

At present, tourism is a key component of the modern Vietnamese economy. However, it is increasing the country’s pitifully low return visitor rate. The aim of this study was to explore the structural relationships among destination attributes, perceived service quality, perceived value, and loyalty of international tourists in Ho Chi Minh City. The destination attributes were investigated in terms of cultural and historical attractions, local cuisine, perceived price, safety and security, service facilities, natural environment, entertainment and recreation activities, negative attributes, and destination image. Data were collected through a self-administered questionnaire survey of 2073 respondents employed using SmartPLS analysis. The results indicate that destination attributes, perceived service quality, and perceived value have positive and direct influences on tourist loyalty. In addition, the findings also confirmed that these destination attributes indirectly affected tourist loyalty through their perceived value and perceived service quality. Based on the findings, some recommendations and implications are suggested to enhance traveler intention to re-visit and increase awareness of the necessity for sustainable development tourism in Ho Chi Minh City, with their willingness to recommend this place to others.

scholarly journals Determinants of return intention of visitors: An investigative study in Phu Quoc islands, Vietnam

2022 ◽  
Author(s):  
Le Thanh Tung
Keyword(s):  
Service Sector ◽  
Statistical Significance ◽  
Destination Image ◽  
Research Model ◽  
Positive Effects ◽  
Tourism Sector ◽  
The Social ◽  
Perceived Price ◽  
Tourist Service ◽  
Return Intention

The Vietnamese tourism sector was fastly growing in several years, this sector also has played an important role in support the social development in Vietnam. Our paper tries to analysis the factors affect return intention of visitors with the data sample are collected from a survey including 230 visitors in Phu Quoc islands, which is the most well known and beautiful one in Vietnam. The research model has one dependent variable which is Return intention and eight independence variables including Destination Image, Natural and Cultural Environment, Perceived Price, Infrastructure, Accessibility, Local Cuisine, Leisure and Entertainment, and Attitude of the local people. The results show that all independent variables also have the positive effects on the Return intention of visitors at the statistical significance at 5% level. Finally, our paper provides some suggestions which are useful for managers in the tourist service sector and academics in the service economics field.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

Factors affecting agricultural students’ loyalty: a study at Nong Lam University Ho Chi Minh City

2021 ◽  
Vol 66 (1) ◽  
pp. 78-87
Author(s):  
Viet Vo Van ◽  
Thu Le Anh
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Plant Protection ◽  
Animal Husbandry ◽  
Ho Chi Minh City ◽  
Research Approach ◽  
Factors Affecting ◽  
Agricultural Students ◽  
Students Satisfaction

This study was conducted with the objective of identifying the influence of service quality, university image on agricultural students’ satisfaction and loyalty. The quantitative research approach was applied. Data were collected using questionnaires with a sample size of 313 students who majored in Veterinary Medicine, Animal Husbandry, Agronomy and Plant Protection at Nong Lam University Ho Chi Minh City. The sample has been selected by convenient method. The research results show that agricultural students’ satisfactions and loyalty are affected by service quality and school image. In which, the school image has the stronger impact on student satisfaction and loyalty. From the findings, the researcher has made conclusions and some suggestions to contribute to improving student loyalty.

scholarly journals Marketing Mix and Tourism Destination Image: The Study of Destination Bled, Slovenia

Organizacija ◽  
2016 ◽  
Vol 49 (4) ◽  
pp. 209-223
Author(s):  
Urška Binter ◽  
Marko Ferjan ◽  
João Vasco Neves
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Perceived Quality ◽  
Marketing Mix ◽  
Destination Image ◽  
Tourist Destination ◽  
Business Partners ◽  
Perceived Price ◽  
Quality Of Products

Abstract Background and Purpose: The aim of the research was to find out how business partners from the field of tourism estimate the dimensions of the image of Bled and the marketing mix used to promote Bled. Further on we were interested in evaluating the influence of image and marketing mix on the scope of sales measured in overnights. The following dimensions of image were explored: perceived uniqueness of image as a whole, perceived uniqueness of attractions and experiences, perceived quality of the environment (cleanness), perceived feeling of safety, as well as the dimensions of the marketing mix: perceived quality of products (accommodation, culinary offer, transfers, etc.), perceived price of services, perceived manner of sales for the promotion of Bled, perception of promotional channels, perception of residents (politeness, friendliness, multicultural and religious openness, etc.) and a positive experience of visiting Slovenia. Design/Methodology/Approach: The survey was dispensed among 400 incoming agencies, foreign tour operators, tourist agencies and associations that promote the product of Bled. 235 units were received, 164 of them were completed. The respondents come from 30 countries from all over the world. Results: The findings disclose how service quality, tourist provider competencies and environmental factors are estimated. Safety at Bled has the highest arithmetic mean and the lowest standard deviation. The lowest ranking is linked to traffic and tolerance towards other religions. It is alarming to find the service quality, as the core of tourism business, rated poorly during the main season. Conclusion: Having overviewed the available literature it might be concluded that the analysis can be regarded as the first research of the tourist destination Bled performed in this manner and scope.

Factors influencing the tourists’ intention to select sustainable tourism destination: a case study of Penang, Malaysia

2017 ◽  
Vol 3 (4) ◽  
pp. 442-465 ◽  
Author(s):  
Zurina Mohaidin ◽  
Koay Tze Wei ◽  
Mohsen Ali Murshid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Sustainable Tourism ◽  
Destination Image ◽  
Tourism Destination ◽  
Environmental Attitude ◽  
Tourist Destination ◽  
Content Type ◽  
Perceived Service Quality ◽  
The Relationship

Purpose The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’ intention to select sustainable tourist destination. It also aims to investigate the moderating effect of knowledge on the relationship between environmental attitude and the tourists’ intention to select sustainable tourist destination. Design/methodology/approach Using survey design, 300 self-administrated questionnaires (both online/hard copy) were distributed to both local and international tourists at different tourism locations in Penang state in Malaysia. A total of 161 questionnaires were returned and analysed by using SPSS and smart PLS software. Findings The findings found that environmental attitude, motivation, and word-of-mouth significantly influenced the tourists’ intention to select sustainable tourism destination, while destination image and perceived service quality have not a significant influence in this study. Furthermore, this study proved that knowledge negatively moderates the positive effect of the environmental attitude on tourists’ intention to select sustainable tourism destination. Research limitations/implications The findings offer important managerial implications for managers of tourism destinations and decision makers in understanding what motivates influence tourists’ intention in selecting sustainable tourism destination. The research scope was limited to convenient sampling and one city (Penang). Thus, the results could not be generalised to all Malaysia or other countries. Originality/value This research contributes to extending knowledge in sustainable tourism destination in the context of emerging markets, especially Malaysia. Moreover, this study found a way to examine the relationship between the environmental attitude and tourists’ intention to select sustainable tourism destination.

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