An Evaluation of Expectation and Performance of Service Quality in Experienced Tourism Villages

• 발행기관: 세계문화관광학회
• 저자명: Hong Chul LEE Yong Ho Roh Yuliansyah
• 간행물 정보: 『Conference Proceedings』10th International Joint World Cultural Tourism Conference 2009, 359~372쪽, 전체 14쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.11.30

영문 초록

Over the past decade, SERVQUAL has emerged as perhaps the most popular standardized questionnaire to measure service quality. This study assesses the usefulness and application of the SERVQUAL instrument in measuring and comparing service quality in experienced tourism villages in South Korea. The purpose of this study is to demonstrate expectation and performance of service quality dimensions by types of service in experienced tourism villages. The service quality was measured on the basis of the original 20 items in the SERVQUAL questionnaire which used a five-point likert scale. The data were collected in 6 experienced tourism villages over two months. The total sample was 180 tourists. Data were analyzed using statistical methods, namely frequency analysis, reliability Analysis, paired t-test, one-way ANOVA and factor analysis. The results of this study with 20 expectation level evaluation criteria brought up five underlying factors. Moreover, the expectation and performance level were significantly different in all 20 corresponding items. The performance level of service quality at Experienced Tourism Villages was lower than the expectation level of service quality. The results of this quantitative assessment of service quality can provide some insights on the relationship between service quality expectation level and service quality performance level of the visitors.

목차

Abstract

Introduction

Literature Review

Data and Methodology

Results

Conclusion

References

키워드

SERVQUAL model Expectation and performance Experienced tourism villages