SERVQUAL Model in Measuring Service Quality of Sunwheel - Da Nang City

• 발행기관: 세계문화관광학회
• 저자명: Cao Thi Cam Huong Le Thai Phuong Ho Su Minh Tai Le Huu Luat
• 간행물 정보: 『International Journal of Culture and tourism Research』Vol.9 No.1, 49~55쪽, 전체 7쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.12.30

영문 초록

The purpose of the study is to measure the quality of Sun Wheel service using SERQUAL model. Sunwheel is the world’s fourth largest ferris wheel in Danang. SERVQUAL model is used to measure the gaps between Sunwheel visitor’s expectation and perceived quality in terms of tangibility, reliability, responsiveness, assurance, and empathy. Factor and multiple regression analyses were conducted on the sample of 684 customers in 2015. Findings indicate that appearance, assurance, fast service, consistency and motivation are key factors help Sunwheel increasing service quality and visitor return rate.

목차

Introduction

Basis Of Theory and Methodology

Outcome Of The Research

CONCLUSION

키워드

Da Nang City Sunwheel Service Quality SERVQUAL