Dissertations / Theses on the topic 'Tourisme de qualité'
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1
Noaman, Samar Billi. "Tourisme médical : comprendre les comportements de consommation des voyageurs et enjeux stratégiques pour le Liban." Thesis, Paris 1, 2018. http://www.theses.fr/2018PA01E033/document.
Abstract:
Une littérature de fond sur le tourisme médical a été attribuée aux motivations des touristes médicaux. Des académiciens ont étudié les expériences des touristes médicaux et leur niveau de satisfaction. Néanmoins, le lien entre ces deux concepts a rarement été examiné dans la littérature sur le tourisme médical. Ainsi, cette étude examine les motivations des touristes médicaux destinées pour le tourisme médical et l’effet de ces motivations sur leur perception de la qualité, de la satisfaction, et de l’intention de revisiter. En outre, l’étude vise à explorer les différentes caractéristiques des touristes médicaux qui rendent à des classements différents. L'objectif est d'étudier les caractéristiques qui attirent les touristes médicaux vers la destination, pour améliorer leurs expériences et leurs satisfactions en matière de tourisme médical. De manière empirique, cette étude privilégie la destination touristique médicale, au niveau commercial et national pour un niveau mondial, en abordant les motivations et les perceptions des touristes médicaux. Les fondements théoriques sont tirés de la théorie «push» et «pull», du processus de prise de décision en cinq étapes, en plus des théories issues de la qualité de perception des services et la satisfaction de la littérature. Un cadre conceptuel a été développé pour illustrer la relation entre les variables de l’étude. Les motivations ont été classées en attirer «push» et pousser «pull». Les motivations d'attirer ont été classées en motivations associées à la destination, aux attributs médicaux, à la commodité et au prix. La qualité perçue a été classée en médecine et touristique. Méthodologiquement, l’étude incorpore une approche de triangulation où les données primaires ont été collectées auprès de fournisseurs impliqués dans le tourisme médical via des entretiens et auprès de touristes médicaux via une enquête. Huit entretiens ont été menés avec des fournisseurs de tourisme médical dans les pays d’étude, afin d’obtenir des informations approfondies sur le sujet et de procéder à une vérification plus approfondie du développement des connaissances quantitatives. Au total, 212 réponses ont été obtenues à partir de l’enquête pour vérifier le modèle quantitatif en utilisant le modèle d’équation structurel. D'autres techniques d'analyse des données ont été utilisées, principalement l'Analyse Factorielle Exploratoire et l'Analyse Factorielle Confirmatoire. Les résultats apportent un soutien à certaines relations hypothétiques. Les motivations d'attraction associées aux attributs médicaux affectent la qualité médicale perçue et les motivations d'attraction associées à la destination, aux attributs médicaux et à la commodité affectent la qualité touristique perçue. La qualité perçue à la fois médicale et touristique influe sur la satisfaction, tandis que la satisfaction affecte l’intention de la visite. Les constatations étendent également les applications des théories sous-jacentes pour expliquer le comportement des consommateurs dans le tourisme médical. Les principales théories comprennent un processus de prise de décision en cinq étapes et une théorie de la qualité du service de désaccord. Les implications de la recherche s'étendent au niveau de l'entreprise et au niveau national. Les résultats peuvent aider les gestionnaires impliqués dans les entreprises de tourisme médical, notamment les cliniques, les centres médicaux, les hôtels et les agences de voyages, à réaffecter leurs ressources et à mettre en œuvre les pratiques recommandées susceptibles d'améliorer leurs performances et d'attirer d'autres touristes. Au niveau national, les conclusions sont importantes pour les décideurs clés dans les domaines du tourisme et de la santé. Les résultats et les recommandations peuvent aider à accroître l’attractivité de la destination et à améliorer l’expérience du tourisme médical, ce qui se traduirait par des avantages économiques pour la destination dans son ensembleA substantive literature of medical tourism has been attributed to medical tourists' motivations. Academicians have studied medical tourists' experiences and resulting satisfaction level. Nevertheless, the link between these two concepts has seldom been examined in medical tourism literature. Thus, this study examines medical tourists’ motivations for medical tourism destination, the effect of those motivations on their perception of quality, satisfaction and intention to revisit. In addition, the study aims to explore the various characteristics of medical tourists which yields in classifying them into different segments. The objective is to investigate the attributes that attract medical tourists to the destination as well as possible ways to enhance their medical tourism experience and satisfaction. Empirically, the study aims to promote the medical tourism destination at business and national levels to a world-class level by addressing the motivations and perceptions of medical tourists. Theoretical foundations are drawn from push-pull theory, five steps decision-making process, in addition to theories from service perceived quality and satisfaction literature. A conceptual framework was developed to illustrate the relationship between the study variables. The motivations were classified into push and pull. Pull motivations were classified into motivations associated with the destination, medical attributes, convenience and with price. Perceived quality was classified into medical and touristic. Methodologically, the study incorporates a triangulation approach where primary data were collected from suppliers involved in medical tourism via interviews and from medical tourists via survey. Eight interviews were conducted with suppliers of medical tourism in destination of study to obtain an in-depth insight into the subject matter as well as for further verification of quantitative knowledge development. A total of 212 responses were obtained from the survey for verification of the quantitative model using Structural Equation Modeling. Other data analysis techniques were employed, primarily Exploratory Factor Analysis and Confirmatory Factor Analysis. The findings provide support to some hypothesized relationships.The pull motivations associated with medical attributes affect perceived medical quality and the pull motivations associated with destination, medical attributes and convenience affect perceived touristic quality. Both medical and touristic perceived quality affect satisfaction while satisfaction affected intention to revisit. The findings as well extend the applications of the underpinned theories in explaining consumer behavior in medical tourism. The main theories include five steps decision-making process and disconfirmation service quality theory. The implications of the research extend to business level and national level. The results can help managers involved in medical tourism businesses including clinics, medical centers, hotels and travel agencies to reallocate their resources and implement the recommended practices that can improve their performance and attract additional medical tourists. On a national level, the findings are significant to key decision makers in the fields of tourism and healthcare. The outcomes and recommendations can assist in increasing the attractiveness of the destination and improving the medical tourism experience which would result in economic benefit to the destination as a whole
2
Al-Rachkidi, Nour Hanna. "Le rôle potentiel des aéroports dans la promotion des pays comme destination touristique : Le cas de l’aéroport international de Beyrouth." Thesis, Rennes 1, 2016. http://www.theses.fr/2016REN1G014/document.
Abstract:
Nous tentons dans ce travail d’étudier le rôle de l'Aéroport International de Beyrouth (BIA) dans la promotion du Liban comme destination touristique. De même, nous cherchons à identifier les facteurs qui affectent la satisfaction des touristes à l'aéroport autant pendant leur arrivée que pendant leur départ. En outre, nous accordons une importance particulière à l'étude et l'identification de la relation entre le rôle de l'aéroport d’une part et l'image de la destination d’une autre part. Nous identifions ainsi les facteurs qui peuvent influencer la décision du touriste, de visiter une telle destination ou de s’y retournerThis research investigates the role of Beirut International Airport (BIA) in marketing Lebanon as touristic destination and to identify the factors that have influence on tourists’ satisfaction at airport during arrival and departure stages. Furthermore, special emphasis is placed on investigating and identifying the existing relationship between the airport role and the destination image and reputation by pinpointing the factors that might affect tourist decision to visit or re-visit the destination
3
Ye, Jin. "Vers un nouveau "modèle touristique chinois" ? : l'exemple du district de Songyang (province du Zhejiang en Chine)." Electronic Thesis or Diss., Amiens, 2022. http://www.theses.fr/2022AMIE0094.
Abstract:
La poussée touristique chinoise s'est faite, et se fait encore, sur un modèle "quantitatif" aujourd'hui. Pourtant, des choses changent, en particulier dans les espaces ruraux et montagneux, avec l'accent mis par l'État chinois sur la revitalisation rurale et le nombre croissant d'une nouvelle génération de touristes de la classe moyenne. Cette thèse propose de s'interroger si un nouveau "modèle touristique chinois" émerge, à partir du district de Songyang, un territoire rural et montagneux en retard de développement situé dans la province parmi les plus riches et les plus innovantes. Il s'agit d'un modèle de mise en tourisme "qualitatif", éloignant de l'ancienne logique standardisée autour du tourisme qualifié comme "quantitative" ou "de masse". Ce travail met l'accent tout d'abord sur le rôle fondamental de l'État central et sur la construction de goûts "stéréotypés" dans l'esthétique paysagère des touristes afin de souligner le contexte politique, culturel et esthétique positif dans le développement du tourisme rural. Les rôles des investisseurs extérieurs et des architectes, en tant que porteurs de valeurs et de regards urbains, dans la mise en tourisme et dans la construction de l'image territoriale, ont été abordés. Néanmoins, nous remettons en question des hébergements ruraux de qualité et des architectures comme révélateurs du territoire et comme leviers du développement. Notre travail analyse ensuite les pratiques touristiques des touristes chinois dans la campagne. Nous nous interrogeons aussi sur la "ruralité" et l'"authenticité" recherchées par les touristes. L'intérêt de ce travail est également de montrer la valeur exemplaire et expérimentale du modèle de Songyang à d'autres zones rurales confrontées à des difficultés de développementTourism development in China has been, and still is, based on a "quantitative" model. However, the situation is changing, especially in rural and mountainous areas, with the Chinese government's focus on rural revitalization and the increasing number of new generations of middle-class tourists. This thesis proposes to examine whether a new "Chinese tourism model" is emerging, using Songyang County as the subject of this study, a rural and mountainous region located in one of the wealthiest and most innovative provinces. This is a "qualitative" model of tourism development, moving away from the "quantitative" or "mass" logic of standardization that has been described around Chinese tourism in the past. This thesis begins by emphasizing the fundamental role of the Chinese national government and analyzes the construction of "stereotypical" tastes in tourists' landscape aesthetics to highlight the active political, cultural and aesthetic context in rural tourism development. The role of outsider urban investors and architects, as bearers of urban values and perspectives, in tourism and territorial image building has been discussed. However, we question the role of high quality rural accommodation and architecture as levers for the revelation and development of the territory. This thesis then analyzes the tourism practices of Chinese tourists in the countryside. We also question the "rusticity" and "authenticity" sought by tourists. This work is also relevant to show the exemplary and experimental value of the Songyang model to other rural areas facing development difficulties
4
Merasli, Saïda. "Innovation et tourisme : Pour une dynamique durable des territoires. Un territoire en mutation : Andorre." Perpignan, 2010. http://www.theses.fr/2009PERP1038.
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La place du tourisme dans le cadre d’une dynamique de développement durable des territoires est une question centrale aujourd’hui. Notre travail comporte une analyse du rôles des opérateurs touristiques dans une dynamique de durabilité. Il se base tout d’abord sur une formalisation théorique qui permet de caractériser le produit touristique et l’entreprise touristique. La question que nous soulevons est d’étudier dans une vision évolutionniste, dans quelle mesure l’entreprise peut changer ses pratiques (ses routines), alors même qu’elle est un acteur idiosyncratique et artefactuelle. Nous, nous interrogerons sur les nouvelles voies de développement des territoires, les deux leviers étant, la qualité et l’innovation. Nous mettrons particulièrement en relief un territoire bien singulier : Andorre et ses nouvelles offres touristiques orientées vers une dynamique de durabilité.The tourism place is today very important in a sustainable development of the territories. This work of thesis inculdes analysis of the role of the tourist actors in a dynamic sustainabilitéy of the territories. IT first of all a theorical formalisation that permits to characterize the tourist poroduct and the place of the tourist firme in a research of sustainable development of the tourism. The question that we raise is to study in a evolutionist visison in what measures the firm even if it is an actor idiosyncratic can participate in this sustaible dynamic by the change of its practices (its skills). By looking for the just balance betxeen exploitation, profitability and protection of the resources, the tourist actor can estalishe a sustainable managmement of their activity. We also suestion about the new way of the development of territories with quality and innovation and we hiligth particularly a very singular country : Andorra and its news sustainable supplies
5
Chatillon, Marie-Maud. "Méthodologie de conception robuste appliquée aux trains de véhicules de tourisme." Ecully, Ecole centrale de Lyon, 2005. http://www.theses.fr/2005ECDL0032.
Abstract:
La méthodologie de conception "first design" relative aux systèmes mécaniques est présentée. Celle-ci repose sur une démarche de conception hiérarchisée intégrant la notion de robustesse dès la phase amont de conception. L'objectif est ainsi d'améliorer la qualité du système en le rendant robuse c'est à dire peu sensible aux variations des paramètres extérieurs et de conception. Les prestations et les variables de conception influentes sont introduites au fur et à mesure de l'avancement du cycle de conception. A titre d'exemple, la méthodologie sera appliquée à l'optimisation des paramètres de conception d'un système de suspension. Les paramètres fonctionnels seront d'abord optimisés afin d'améliorer les prestations de comportement routier. Ils serviront ensuite de cible à la détermination des paramètres organiques fournissant les caractéristiques détaillées de chaque pièce garantissant un comportement optimal quelque soient les conditions d'utilisationThe design methodology "frist design" for mechanical systems is presented. It is based on a hierarchical organization of the design taken into account the notion of robustness at an early phase of the design. The aim is to improve the quality of the system in order that il became robust, less sensitive to the variability of the exterior parameters and the design parameters. The performances and the design variables are introduced all along the design cycle. As an example, the methodology will be applied to the optimization of a vehicle suspension system design parameters. First of all the functional parameters will be optimized in order to improve the vehicle road behavior. These parameters will be then used as target for the material parameters optimization which define the detailed characterics of each part ensuring an optimal behavior whatever the external conditions
6
Moalla, Mehdi. "La différenciation des produits et services touristiques par la qualité et le territoire : une application aux services touristiques et environnementaux territorialisés." Grenoble 2, 2005. http://www.theses.fr/2005GRE21027.
Abstract:
Dans cette thèse, nous étudions la différenciation des produits et des services en introduisant une dimension territoriale. L'enjeu étant de qualifier l'effet de l'ancrage territorial dans la différenciation des produits touristiques. Nous nous intéressons à une activité touristique bien précise : le tourisme vert (séjours en campagne et montagne). Nous avons choisi le marché de location des gîtes ruraux comme secteur d'étude. Le terrain d'étude est la région des Baronnies (sud de la Drôme). Nous fondons notre analyse sur les travaux portant sur " la rente de qualité territoriale " issue du modèle de biens complexes territorialisés. Nous nous intéressons à mettre en évidence le rôle de la demande touristique dans la construction de la rente de qualité territoriale. Nous nous situons dans l'approche par la qualité qui, elle-même, se situe dans le prolongement de la vision Marshalienne de la rente. En effet, nous étudions la formation des préférences des touristes autour des services environnementaux disponibles et accessibles dans un espace rural. Ainsi, nous développons une nouvelle approche que nous désignons par " Approche cognitive des services environnementaux ". Cette approche permet d'étudier un mode de consommation touristique spécifique autour des services environnementaux traduisant un processus de différenciation par la demande. Autrement dit, c'est le consommateur qui détermine l'origine de la différenciation à travers la représentation cognitive (valeurs, croyances, etc. . . ) des services environnementaux.
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Anaba, Ebanda Valéry Armel. "Contribution à l'analyse de la relation qualité perçue - satisfaction dans les services d'hébergement touristique." Phd thesis, Université de Bourgogne, 2010. http://tel.archives-ouvertes.fr/tel-00717829.
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Petit, Sylvain. "Une analyse du tourisme international : fragmentation de la production, flux croisés, effets redistributifs." Thesis, Lille 1, 2010. http://www.theses.fr/2010LIL12013/document.
Abstract:
Malgré le dynamisme du secteur touristique et son poids dans l’économie internationale, il s’agit d’une activité qui a été très peu étudiée par les économistes. L’objectif de cette thèse est de pallier à cette insuffisance. Le premier chapitre est consacré à la division internationale de la production touristique. En utilisant un modèle d’économie internationale traditionnel et d’une analyse empirique, nous montrons que la production touristique peut être internationalement segmentée en plusieurs étapes de production, qui sont localisées dans différents pays. La comparaison des flux touristiques bilatéraux est étudiée dans les quatre chapitres suivants. Nous commençons par mesurer le commerce intrabranche dans le tourisme. Pour cela, nous construisons une méthodologie permettant de mesurer ce que nous appelons ‘commerce intratouristique’ et d’estimer la qualité des services touristiques internationaux. Ensuite, nous analysons la spécialisation touristique par gamme de qualités. Dans le chapitre suivant, nous présentons une revue de littérature théorique et empirique du commerce intrabranche. Pour terminer, nous procédons à une étude économétrique des déterminants du commerce intratouristique. Le dernier chapitre concerne un autre sujet : l’impact du tourisme international sur les inégalités. Pour cela, nous nous appuyons sur une investigation économétrique, basée sur les techniques des modèles de données de panel, permettant de comparer cet impact à celui des autres secteurs de l’économieDespite the dynamism of tourism sector and its weight in the international economy, this is an activity which is rarely studied by economists. The objective of this thesis is to lessen this deficiency. The first chapter is devoted to the international division of tourism production. By using a traditional international economy model and an empirical analysis, we show that tourismproduction can be internationally segmented into several steps of production, which are localized in different countries. The comparison of bilateral tourism flows is studied in the next four chapters. We begin by measuring the intra-industry trade in tourism. For this, we construct a methodology which can measure what we call ‘intra-tourism trade’ and can estimate the quality of international tourism services. We then analyze tourism specialization by level of quality, and in the following chapter, we present a theoretical and empirical survey of the intra-industry trade. Finally, we conduct an econometric study of the explaining factors for intra-tourism trade. The last chapter concerns another subject: the impact of international tourism on inequalities. For this, we conduct an econometric investigation, based on panel data modeling techniques, therefore being able to compare this impact to that of the other sectors in the economy
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Pinna, Gabriele. "Les rapports sociaux de service dans l'hôtellerie haut de gamme : tensions entre mise en scène de l'accueil et pratiques de travail." Paris 8, 2011. http://www.theses.fr/2011PA083822.
Abstract:
Le marché de l’hôtellerie de luxe confirme les tendances à l’œuvre dans l’ensemble du secteur du luxe et du tourisme contemporain : les entreprises de ces secteurs oscillent entre la financiarisation et l’internationalisation et une gestion qui reste souvent artisanale. A l’intérieur de cet univers les hôtels sont traversés par de nombreuses tensions qui caractérisent les rapports sociaux de service. La nature du service offert dépend du type de politique commerciale de l’entreprise. Faute d’investissements importants concernant le personnel et les infrastructures les hôtels ne paraissent pas toujours en mesure de réaliser une personnalisation du service ni de garantir une qualité élevée des prestations. La solution adoptée par les managers afin de pallier les manques et les défaillances dans le service est la reproduction des aspects formels et cérémoniels du luxe relationnel des palaces, et ceci par la « mise en scène de la servitude » : à savoir une reconstruction, sous la forme d’une mise en scène du service d’accueil et d’accompagnement des clients, des relations entre maîtres et domestiques dans les maisons aristocratiques. Les tensions propres à la relation de service ont des conséquences sur les relations entre le personnel du fait de travailler ou non en interaction avec les clients. La reconnaissance au travail des salariés en interaction avec les clients dépend largement de leur reconnaissance symbolique et matérielle (les pourboires) alors que cela se réalise dans une moindre mesure pour les membres des autres services. Le risque de voir son volume de travail augmenter dans des équipes en sous-effectif est une source constante de conflictualité et de tensionsHotel trade evolution in Paris confirms the general trend of contemporary luxury and tourist trade: firms oscillate between internationalisation and traditional management. The real services offered by hotels depend on their commercial policies. If the hotels adopt a commercial strategy which aims at easy profits to the quality of service’s detriment, service interactions between guests and workers are often modulated by a dissatisfaction of the guests. In the absence of considerable investments on staff’s organization and qualification and on hotel’s facilities, the hotels cannot guarantee personalized and high quality services. The solution borrowed by the management for overcoming the lack in services is a reproduction of the formal and ceremonial standards of the luxury services of the palaces, which represent the top in the luxury hotel trade. The service relationship supports the internal frictions between workers, leaving out of consideration if they are in touch with the guests or not. Front desk workers construct their personal and work identities on interaction. Guest acknowledgement of their work (such as tips and thanks) is very important for them. Back office workers do not work on interaction, so they do not give the same meaning to their work. Furthermore, they try to control the volume of their work. But front desk workers always ask them to quickly carry out more and more tasks and to please guests at the same time. In this way, tensions in service relationships engender disputes in the front office (guests against workers), and in the back office (front workers against back office workers)
10
Giry, Isabelle. "Contrôle sanitaire des eaux du Bassin d'Arcachon : impact de la fréquentation touristique sur la qualité bactériologique des eaux de baignade." Bordeaux 2, 1995. http://www.theses.fr/1995BOR2P016.
11
Deesilatham. "Wellness tourism: determinants of incremental enhancement in tourists? quality of life." Thesis, Royal Holloway, University of London, 2018. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.736256.
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Ndione, Méry. "Dynamique et identification des sources de contamination fécale dans un espace littoral connaissant des pratiques de tourisme et de loisirs : l’exemple de la baie d’Aytré." Thesis, La Rochelle, 2022. http://www.theses.fr/2022LAROS006.
Abstract:
La qualité microbiologique des eaux de baignade diminue progressivement d’années en années, et peut être un problème majeur de santé publique. Ainsi, des surveillances sanitaires de la qualité microbiologique des eaux de baignade sont effectuées conformément à la directive européenne (2006/7/EC) pour assurer la sécurité sanitaire des baigneurs et préserver l’image de ces écosystèmes. Depuis de nombreuses années, la baie d’Aytré (Charente Maritime, France), a été classée en « qualité insuffisante » et cette plage est interdite à la baignade depuis 2018. Les enjeux sanitaires et le rôle prépondérant de cette plage sur le développement touristique et l’économie locale ont conduit à rechercher l’origine et le déterminisme spatiotemporel de cette contamination fécale. Cette thèse présente une approche intégrée de l’analyse de la contamination fécale de la baie d’Aytré par une étude pluridisciplinaire de différentes hypothèses analysées depuis le début des années 2000 par les collectivités locales. Le niveau de contamination fécale des eaux de baignade durant une année était relativement faible avec une variation saisonnière notable de l’abondance des indicateurs de contamination fécale Escherichia coli et entérocoques. Les dépassements des seuils réglementaires sur 24% et 32% des échantillons d’eau du Platin Nord et du Platin Sud, les deux sites de baignade de la baie d’Aytré étaient principalement dus aux entérocoques. La qualité microbiologique du sédiment au cours du temps a montré que le sédiment n’était pas une source diffuse de contamination dans l’eau. L’analyse combinée des marqueurs protéiques, génétiques et chimiques a révélé la présence d’une part d’espèces d’entérocoques d’origine environnementale et d’autre part une contamination d’origine animale principalement et une faible contribution de l’origine humaine. La stratégie d’analyse élaborée et les outils développés au cours de cette étude permettront d’améliorer les méthodes de surveillance sanitaire des eaux de baignadeThe microbiological quality of bathing water is progressively decreasing from year to year, and can constitute a major public health problem. Thus, sanitary monitoring of the microbiological quality of bathing waters is carried out in accordance with the European directive (2006/7/EC) to ensure the sanitary safety of bathers and preserve the image of these recreational ecosystems. For many years, the bay of Aytré (Charente Maritime, France), has been classified as "poor quality" and this beach is prohibited for bathing since 2018. The health issues and the preponderant role of this beach on the tourism development and the local economy led to investigate the origin and the spatiotemporal determinism of this fecal contamination. This thesis presents an integrated approach to the analysis of the fecal contamination of Aytré Bay through a multidisciplinary study of different hypotheses analysed since the beginning of the 2000s by the local authorities. The level of fecal contamination of the bathing water during a year was relatively low with a notable seasonal variation in the abundance of the fecal contamination indicators Escherichia coli and enterococci. Exceedances of the regulatory thresholds on 24% and 32% of the water samples from Platin Nord and Platin Sud, the two bathing sites in Aytré Bay, were mainly due to enterococci. The microbiological quality of the sediment over time showed that the sediment was not a diffuse source of contamination in the water. The combined analysis of protein, genetic and chemical markers revealed the presence of enterococci species of environmental origin on the one hand, and on the other hand, a contamination of mainly animal origin and a small contribution from human origin. The analytical strategy and tools developed during this study will help to improve the sanitary surveillance methods of bathing waters
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Moussa, Sondes. "L'évaluation de la gestion de la réclamation et son impact sur la qualité relationnelle perçue par le consommateur. Cas du secteur touristique." Thesis, Lyon 3, 2011. http://www.theses.fr/2011LYO30101.
Abstract:
Le secteur touristique souffre de plus en plus des départs de clients insatisfaits suite aux dysfonctionnements de services vécus. De nombreux établissements de services, attachent encore, peu d’importance à la gestion des réclamations en raison des moyens financiers qu’elles suscitent. Or, une gestion efficace de la réclamation pourrait transformer un client insatisfait en un client plus confiant et engagé. Notre recherche s’est intéressée à l’identification des critères d’évaluation sur lesquels les réclamants se basent pour juger la gestion de la réclamation, et à l’impact de cette évaluation sur la qualité de la relation établie avec l’établissement touristique. Pour ce faire une étude qualitative exploratoire suivie d’une étude quantitative ont été réalisées.Après avoir examiné la revue de la littérature, nous nous sommes focalisés sur les théories de la justice perçue lors de l’évaluation de la gestion de la réclamation. En outre, nous avons mobilisé les dimensions de la confiance et de l’engagement comme critères de jugement de la qualité relationnelle perçue. Les résultats de notre étude montrent l’existence d’un impact positif et significatif de quelques critères de la justice perçue (jugés par les réclamant comme étant les plus importants) sur la satisfaction post-réclamation et la qualité relationnelle perçue. Ces critères sont essentiellement l’équité du résultat accordé par l’établissement (ex : compensation accordée), l’empathie et la politesse développées par le personnel en contact, et la rapidité du traitement de la réclamationThe tourist sector is suffering more and more from the departure of the unsatisfied customers after experienced service failures. Several services companies, still attach, few importance to complaint handling because of financial funds needed. However, an efficient complaint handling management could transform a dissatisfied customer to a more confident and committed customer. Our research was interested in the identification of the appraisal criteria on which claimants base to judge complaint handling and the impact of this evaluation on the quality of the relationship established with the tourist establishment. Consequently, a qualitative study followed by a quantitative study has been accomplished. After examining the literature review, we focused on the perceived justice theory to evaluate the complaint handling. Besides, we used trust and commitment dimensions as a criteria of judgment of the perceived relationship quality (Morgan et Hunt, 1994).The outcomes of our study show the existence of a positive significant impact of some criteria of the perceived justice (considered by consumers as the most important), on recovery satisfaction and perceived relationship quality. These criteria are mainly equity of the result provided by the establishment (Ex. Compensation provided), empathy and politeness developed by the front line staff, and the quickness of the complaint treatment
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Smith, Mary-Anne. "Quality Tourism Experiences: a Qualitative Study of Gold Coast Resident's Perspectives as both Tourists and Hosts to Tourists." Thesis, Griffith University, 2014. http://hdl.handle.net/10072/365815.
Abstract:
In an experiential economy, tourists demand quality tourism experiences. Tourists want more than to see sights or to overnight in a hotel, they want each component of their travel to deliver a quality experience. As the industry becomes more competitive, industry focus and research on the determinants of quality tourism experiences is burgeoning.This research studies Gold Coast resident’s perspectives of quality tourism experiences both as a tourist and as a host to tourists. China tour group individuals applied their quality filters of pricality, functionality, aesthetics and familiarity, to benchmark the China tour mediating quality concepts, Tour leader, Locally hosted visits, Tour elements, Tour group, Tour destination, and Hosting to evaluate a quality tourism experience.
Situated within the social sciences, the design of this research is multifacted and uses a blended approach of traditions and methods with the intent of interpretion and meaning-making. To this end an interpretive constructivist approach lead to the adoption of a blend of phenomenology and ethnography traditions.Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
Full Text
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Carvalho, Pedro Domingos da Costa. "Modelo Conceptual Integrativo de Destination Branding - TouristMIND: teste empírico no Porto e Norte de Portugal." Doctoral thesis, [s.n.], 2015. http://hdl.handle.net/10284/4895.
Abstract:
Tese apresentada à Universidade
Fernando Pessoa como parte dos requisitos
para obtenção do grau de Doutor em
Ciências Empresariais, especialidade em MarketingEnquadrado na área de conhecimento do destination branding, considerado um elemento critico para o sucesso do marketing dos destinos turísticos, este estudo tem como propósito contribuir para o desenvolvimento conceptual do mesmo. Nesse sentido, um modelo conceptual integrativo foi desenvolvido e testado empiricamente, tendo-se relacionado os constructos: identidade da marca, imagem da marca, qualidade percebida, satisfação turística e lealdade à marca; que sendo tidos como importantes para a avaliação DB não foram anteriormente identificados num só estudo. Em termos metodológicos, optou-se por um design de pesquisa descritivo, através de inquérito, com questionário estruturado para recolha de dados primários na zona pública de partidas do AFSC no Porto. Os sujeitos foram turistas residentes no estrangeiro em situação de pós-consumo. A amostra foi não-probabilística por conveniência, tendo-se obtido uma amostra de 466 questionários válidos. A estatística descritiva foi analisada com o software SPSS, e a análise multivariada, com AEE, usando os softwares PLS-SEM e SPSS-AMOS. Confirmou-se que o conjunto de associações da marca explica a imagem da marca, que existem relações da personalidade e da qualidade com a imagem da marca, um impacto da qualidade na satisfação e da qualidade/valor percebido na satisfação, que existem relações da imagem e da satisfação com a lealdade, da qualidade/valor percebido com a lealdade, da satisfação com a lealdade e, que a imagem da marca, a qualidade percebida e a satisfação explicam a lealdade. Verificaram-se ainda efeitos indiretos a confirmar as relações no modelo estrutural. O estudo teve implicações diretas (avaliação da performance da marca, do comportamento do consumidor e perfil do turista) para o Porto e Norte, e das discussões foram tiradas ilações para a gestão e dados contributos para as DMO, e outros stakeholders do DT. Concluiu-se que o modelo conceptual integrativo TouristMIND é um contributo original e relevante, pois em termos práticos, o modelo e o instrumento de recolha de dados (questionário) representam uma ferramenta útil para as DMO avaliarem o DB dos DT.
Framed in the knowledge area of destination branding, considered a crucial element for the success of tourist destination marketing, this study aims to contribute for its conceptual development. Therefore, an integrative conceptual model was developed and empirically tested, and a relationship between the following constructs was established: brand identity, brand image, perceived quality, tourist satisfaction and brand loyalty; these constructs which are seen as important for the DB evaluation were not identified before in a single study. In methodological terms, we opted for a descriptive research design, through a survey, with a structured questionnaire for the primary data collection in the departures public area of the airport AFSC in Oporto. The subjects were tourists living abroad in a situation of post-consumption. The sample was non-probabilistic for convenience and a sample of 466 valid questionnaires was obtained. Descriptive statistics were analysed with SPSS software, and multivariate analysis, with SEM, using PLS-SEM and SPSS-AMOS software. We verified that: the set of brand associations explains brand image; there are connections between personality/quality and brand image; there is an impact of quality on satisfaction and perceived quality/value on satisfaction; there are connections between brand/satisfaction and loyalty, perceived quality/value with loyalty, satisfaction with loyalty; and brand image, perceived quality and satisfaction explain loyalty. Also, we verified indirect effects that confirm the connections in the structural model. The study had direct implications (brand performance evaluation, consumer behaviour evaluation and tourist profile evaluation) for Oporto and the North of Portugal, and discussions led to conclusions, as well as, contributive data for the management of DMO and other TD stakeholders. We concluded that the integrative conceptual model TouristMIND is an original and relevant contribution since, in practical terms, the model and the data collection instrument (questionnaire) represent a useful tool for the DMO to evaluate the DB of the TD.
Encadrée dans la connaissance destination branding, considérée comme un élément essentiel pour le succès du marketing des destinations touristiques, cette étude vise à contribuer à l’élaboration conceptuelle de la même. En conséquence, un modèle conceptuel intégrateur a été développé et testé empiriquement, en associant des constructions connexes: identité de la marque, image de la marque, la qualité perçue, la satisfaction des touristes et fidélité à la marque; celles-ci, en étant considérées comme importantes pour l'évaluation DB, n’ont pas été identifiées précédemment dans une seule étude. En ce qui concerne la méthodologie, nous avons choisi une conception de recherche descriptive, à travers une enquête, en utilisant un questionnaire structuré pour recueillir des données primaires sur la zone publique de départs de l'AFSC (Aéroport Francisco Sá Carneiro), à Porto. Les sujets étaient des touristes résidant à l'étranger en situation de post-consommation. Nous avons utilisé l'échantillonnage non probabiliste, en obtenant un échantillon de 466 questionnaires valides. Les statistiques descriptives ont été analysées avec le logiciel SPSS, et l'analyse multivariée, avec la méthode d’équations structurelles (MES), en utilisant le logiciel PLS-SEM et SPSS-AMOS. Il a été confirmé que l'ensemble des associations de la marque explique l'image de la marque, qu’il y a des relations de la personnalité et de la qualité avec l'image de la marque, un impact de la qualité sur la satisfaction et la qualité / valeur perçue dans la satisfaction, qu'il y a des relations de l'image et de la satisfaction avec la loyauté, de la qualité / valeur perçue avec la loyauté, de la satisfaction avec la loyauté et, que l'image de la marque, la qualité perçue et la satisfaction expliquent la loyauté. Il y a eu aussi des effets indirects pour confirmer les relations dans le modèle structurel. L'étude a eu des implications directes (évaluation de la performance de la marque, du comportement des consommateurs et le profil des touristes) pour Porto et le Nord, et à partir des discussions des leçons pour la gestion ont été retirées et aussi des contributions aux DMO, et autres intervenants de la destination touristique (DT). Il a été conclu que le modèle conceptuel intégrateur TouristMIND est une contribution unique et importante, parce qu’ en termes pratiques, le modèle et l'outil de collecte de données (questionnaire) représentent un outil utile pour que les DMO évaluent le DB des DT.
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Zehrer, Anita. "Evaluating research performance in tourism the quality of tourism journals." Hamburg Kovač, 2005. http://www.verlagdrkovac.de/978-3-8300-3062-1.htm.
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Meng, Fang. "An Examination of Destination Competitiveness from the Tourists' Perspective: The Relationship between Quality of Tourism Experience and Perceived Destination Competitiveness." Diss., Virginia Tech, 2006. http://hdl.handle.net/10919/25936.
Abstract:
Destination competitiveness has become a critical issue in today's increasingly challenging tourism market. Many studies have indicated that tourists and their needs stand as the ultimate driving force which influences competition and competitiveness in the tourism destination. Today, destinations eventually compete on the quality of tourism experience offered to visitors. However, limited research has been undertaken to examine destination competitiveness from the tourists' perspective. The purpose of this study is to investigate the effect of quality of tourism experience on tourists' perception of destination competitiveness.
A destination competitiveness model based on the perceptions of tourists and a measurement instrument to assess the constructs of the model were developed for this study. The model proposes that tourists' perceived destination competitiveness is affected by the quality of tourism experience, which includes the experience in pre-trip planning, en-route, on-site, and after-trip (reflection) phases. Furthermore, tourist involvement, as an important salient dimension of consumer behavior, is introduced into the model as a moderating factor in the relationship between quality of tourism experience and perceived destination competitiveness.
The sample population of this study consists of residents of Virginia who are 18 years old or above and took at least one leisure trip away from home in the past 18 months. Three hundred and fifty-three usable questionnaires were utilized in the data analysis of the study. Canonical Correlation Analysis (CCA) and Structural Equation Modeling (SEM) analysis were performed to test the study hypotheses.
The results indicated that the quality of tourism experience and tourists' perception of destination competitiveness do relate to each other as substantiated by the existence of shared common variances between these two major constructs. The study also revealed that tourists' perception of destination competitiveness is positively influenced by the quality of tourism experience in terms of different phases (pre-trip planning, en-route experience, on-site instrumental experience, on-site expressive experience, and after-trip reflection). Furthermore, tourist involvement appears to have a moderating effect on the relationship between pre-trip planning experience, en-route experience, on-site expressive experience, and perceived destination competitiveness. The study also provided managerial implications to destination managers and marketers based on the research findings.Ph. D.
18
Muskat, Birgit. "Total Quality Management im Tourismus." Wiesbaden : Dt. Univ.-Verl, 2007. http://dx.doi.org/10.1007/978-3-8350-5413-4.
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Seakhoa-King, Arthur. "Conceptualising 'quality of a tourism destination' : an investigation of the attributes and dimensions of quality of a tourism destination." Thesis, University of Bedfordshire, 2007. http://hdl.handle.net/10547/299479.
Abstract:
Tourism destinations need to continuously improve in quality to succeed, if not to survive. To improve quality, current levels need to be measured to identify areas requiring improvement. However, no adequate technique for measuring the quality of a tourism destination has yet been developed. More importantly, tourists' understanding of the meaning of the term 'quality of a tourism destination' has not been investigated; a pre-requisite step for developing a technique for measuring the quality of a tourism destination. This thesis aims to ascertain the attributes and dimensions of quality of a tourism destination and to specify implications for the development of a technique for measuring its quality. To achieve this aim, a qualitative research approach is employed in the first stage of the thesis. The findings from this stage are used to inform the ensuing, mainly quantitative phase. The main results are summarised here. Firstly, seventy-five attributes and twelve dimensions of quality of a tourism destination were revealed in the qualitative phase of the study. Secondly, in the quantitative stage, an analysis of mean score values revealed that tourists strongly associated all seventy-five attributes and twelve dimensions with the quality of a tourism destination. Thirdly, it was established that the twelve dimensions of quality of a tourism destination differ in either breadth or scope from both service quality dimensions widely used in tourism and product quality dimensions from the quality management field. This thesis suggests that the quality of a tourism destination can best be defined as 'conformance to tourist requirements'. The main hypothesis; that there are significant differences in interpretations of the meaning of 'quality of a tourism destination' within groups oftourists, is rejected. Finally, the thesis ascertains that a tool for measuring the quality of a tourism destination can be developed based on the findings of the thesis. Such a tool, though predominantly quantitative, should include open-ended questions. This would allow changing tourist needs to be captured periodically and the results used to update the tool for measuring the quality of a tourism destination.
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Almubark, K. "Tourism policy and service quality management in business conference tourism in Saudi Arabia." Thesis, University of Exeter, 2019. http://hdl.handle.net/10871/36369.
Abstract:
This study assesses tourism policy and service quality management in business and conference tourism in the Kingdom of Saudi Arabia (KSA), examining the capacity of KSA to become an international business conference tourism destination. It considers the factors that could favour or hinder the expansion of the conference industry in (KSA), Research was conducted through mixed methods, the fact that qualitative and quantitative designs complement each other - each covering for the weakness of the other including original data drawn from interviews and questionnaires. The target respondents are officials from the Saudi Exhibition and Convention Bureau, which is the government organisation responsible for conferences, drawn from the public sector, and staff and managers of tourism companies drawn from the private sector. Understanding these factors is vital to enable stakeholders to address the opportunities and challenges that may emerge. Substantial analysis of the interviews and questionnaires brings out both important recurring themes and specific detail. The personal views of the participants reflect optimism for the sector's current performance and its prospects in the future. The participants also noted that the continuous increase of the sector's performance in KSA has been secured mostly due to the government's support. It demonstrated that there are several positive factors about KSA that may promote a thriving conference tourism sector. This is contrary to the expectations that global issues such as terrorism, and the negative images they have painted of the Arab world from the Western perspective, which have increased safety concerns for delegates visiting KSA. A further objective was to analyse the quality of service and its effects on business conference tourism in (KSA). This facilitates the rating of the current condition of facilities used in conference tourism, as well as the status of supporting industries such as hospitality. Respondents in this context include external delegates who use these services and can give a first-hand account of their experiences. From these responses, it was established that that a large percentage of external delegates preferred staying in 4- and 5-star hotels. The fact that these hotels were available for these delegates meant that the hospitality industry in KSA is large enough to accommodate conferences and also that the level of customer satisfaction that they offer is relatively high. A further objective was to explore the social and political feasibility of KSA developing as a business conference tourism destination. This objective was addressed using the responses of internal conference delegates to evaluate how the social and political characteristics and perceptions of KSA may influence the future conditions of conference tourism in the country. The data gathered shows that there is a close relationship between social and political factors, and the performance of business and conference tourism in KSA. Several elements of the social and political environment have a bearing, not only tourism but also on other sectors in the country One of these is infrastructure; with appropriate infrastructure, which can only be attained with responsible political planning, the running of many industries will be smooth. This study has established that KSA has the infrastructural capability for hosting international conferences, and its organizational capabilities are good. The themes uncovered have pointed out that the Saudi tradition is significant in the development of Saudi Arabia as a business and conference tourism destination. Culture has been shown to be significant determinant of the sector. It is thus important to consider the cultural attributes that act as obstacles to KSA gaining a position as a business and conference tourism destination, while also noting that the themes have pointed out that several socio-political challenges surround the development of Saudi Arabia as a business and conference tourism destination.
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Morin, Guy. "Analyse de la qualité dans les services touristiques : expérimentation d'un outil d'évaluation dans le cas d'un hôtel /." Thèse, Chicoutimi : Université du Québec à Chicoutimi, 1993. http://theses.uqac.ca.
22
Ghalia, Thaana. "Essays on tourism and its determinants." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/12839.
Abstract:
This thesis is based on four essays dealing with tourism development and its determinants. Chapter Two explores the different definitions of ‘tourism’ and ‘tourist’, as well as the factors that influence tourism arrivals. We discuss traditional and more recent theories that underlie the study of the tourism industry. The third chapter examines the effect of tourism upon economic growth, investigating the effects of tourism specialization within tourism-exporting countries and non-tourism-exporting countries annually over the period 1995–2007, applying panel-data methods in cross-sectional growth regressions. This study finds that tourism does not affect economic growth in either underdeveloped or developed countries. Moreover, tourism might cause Dutch Disease in tourism-exporting countries owing to their over-reliance on the exporting of non-traded goods. Chapter Four seeks to identify how institutional quality and aspects of infrastructure (internet access measured by size of country or per 100 people) influence tourist arrivals in a whole sample of 131 countries and in sub-samples comprising developed and developing countries (as defined by IMF criteria) using static and dynamic panel data. The findings indicate that internet access enhances the tourism industry, and most interestingly, that good governance is one of the most influential factors for improving and developing tourism. Chapter Five diagnoses the determinants of tourism flows using panel-data sets including 134 originating countries and 31 destination countries (selected depending on data availability) focusing on ICRG data for the period 2005–2009. The methodology makes use of basic and augmented gravity equations, together with the Hausman-Taylor and Poisson estimation techniques, whilst comparing the performance of the three gravity-equation methods. The results suggest that lower levels of political risk contribute to an increase in tourism flows. Furthermore, common language (positively), common currency (negatively) and political factors (particularly institutional quality) are the most prominent determinants in promoting (or deterring) tourism. Chapter Six gives concluding remarks.
23
Renata, Steven M., and n/a. "The service quality of Maori tourism operators : a gap analysis." University of Otago. Department of Marketing, 1997. http://adt.otago.ac.nz./public/adt-NZDU20070530.143739.
Abstract:
This thesis examines the nature and elements of Maori involvement in tourism using a dyadic assessment of operator service quality.
The SERVQUAL instrument has been proposed as an instrument for the measurement of perceived service quality within a wide range of service categories. The current research examines both the operation of the scale and its management implications in four major sectors of the New Zealand tourism industry.
Data for this study was collected through random mall intercept using a judgemental nonprobability sample of leading Maori tourism operators. In total, two hundred and thirteen useable responses formed the basis of the results.
Major outcomes of the study reveal that; the conceptualisation and measurement of Maori cultural impacts on service encounters is problematic due the difficulty in defining who and what is Maori; the definition and measurement of service quality as a five dimensional construct as in SERVQUAL appears to suffer from a number of methodological shortcomings. For researchers in the process of using SERVQUAL, the results of this study suggest to exercise caution. Suggestions are provided with implications for instrument modification.
The final outcome of the study reveals that the service quality of Maori tourism operators contains significant service gaps highlighting potential strengths and weakness and profiles of sector specific characteristics for the future development of this tourism field.
24
Kong, W. H. "Development of a structural model for quality cultural heritage tourism." Thesis, Nottingham Trent University, 2010. http://irep.ntu.ac.uk/id/eprint/256/.
Abstract:
The aim of this research is to develop and test a theoretical model of quality cultural heritage tourism. It offers an integrated approach to understanding cultural heritage development and management of tourist destinations, and attempts to extend the theoretical and empirical evidence regarding causal relationships including quality of experience, perceived quality, satisfaction and behavioural intentions. The previous literature has already presented the relationship among perceived quality, quality of experience, satisfaction and behavioural intentions in cultural heritage tourism. However, there is a relative lack of academic interest, particularly in Macao. Thus, this research tries to investigate the quality and related constructs in cultural heritage tourism. It seeks to understand the major constructs considered by local stakeholders and visitors in evaluating the quality in cultural heritage tourism, the importance of the availability of quality in the overall experience, visitors‘ behaviour toward quality cultural heritage tourism and also the constructs related to quality. The methodological approach of this research includes qualitative and quantitative methods in the field research in Macao, China. Semi-structured interviews with Macao stakeholders and a questionnaire survey with Macao visitors were used for data collection. A structural model of the relationships between perceived quality, quality of experience, satisfaction and behavioural intentions was tested SEM used in quantitative study tested the validity, reliability and potential of the quality models developed from literature reviews and grounded theory. The findings provide further evidence for the importance of perceived quality and quality of experience as the major constructs in the development of cultural heritage tourism and as a strategic objective which emphasises it as the core construct in cultural heritage tourism. The study also examines whether there is a relationship between quality of experience, perceived quality, satisfaction and behavioural intentions in cultural heritage tourism. The findings show that perceived quality leads to quality of experience and satisfaction. In addition, it suggests that perceived quality and satisfaction are the important determinants of behavioural intentions. An unexpected finding concerned the antecedents of perceived quality and the empirical results from the structural modelling presented in the study shows that authenticity, interpretations and behavioural intentions in cultural heritage tourism can affect the perceived quality which affects the quality of experience and their satisfaction indirectly. These results have generated a new concept in the literature. From the managerial standpoint, the findings offer suggestions for the future direction of cultural heritage tourism. It can enable researchers into cultural heritage tourism to gain a better understanding between these constructs and has shown an emerging consensus in their interrelationships. The tourism providers can improve quality of experience and perceived quality in cultural heritage tourism in order to develop effective strategies. Since cultural heritage tourism has been shown to be increasing and substantial, it should be beneficial for the destinations to examine the quality attributes and constructs that influence travelling and returning to cultural heritage destinations. By understanding the relationships between quality constructs, the tourism providers would better know how to develop cultural heritage tourism and improve the strategies to maximise its benefits. These findings are particularly useful to tourism providers because they provide directions for the implementation of sustainable cultural heritage tourism.
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Al-Maaitah, Hadeel Mahmoud Khaleel. "An investigation of the acquisition and experience of medical tourism : the case of Jordan." Thesis, University of Exeter, 2016. http://hdl.handle.net/10871/26194.
Abstract:
The purpose of this study is to investigate medical tourism in Jordan through the international patients‘ perspective. The aim is to contribute to a better understanding of international patients‘ consumption behaviour to seek medical treatment, and while at the destination. And also to better understand the medical tourists‘ perceptions of quality of healthcare services. This research was designed to facilitate the identification of the characteristics of medical tourists, their visit, their sources of information and the main pull/push factors influencing their decision to travel. Moreover, it was designed to identify the level of satisfaction held by medical tourists towards their patient experience and their satisfaction predictors, by translating, adapting and validating a patient-centred quality of care instrument and assessing its psychometric properties amongst them. This research used a mixed-methods case study approach. It was conducted in 7 private hospitals with a primary quantitative research method through 302 interviewer-administered questionnaires and descriptive quantitative statistics, Mann-Whitney U Non-Parametric Significance Tests, Principal Component Analysis (PCA) and Factor Analysis. As a complement, qualitative research through 20 semi-structured interviews and content analysis was conducted in order to provide further insights into this area of research. The findings suggest that word-of-mouth recommendations and reputation have the utmost role in informing international patients of healthcare options in Jordan. Furthermore, recommendations from family and friends are the second most important after availability of specialized treatments in influencing the 3 international patients‘ decision to seek international healthcare. Moreover, significant differences in these terms exist between first and repeat visitors, which hold important implications for tourism marketers. Further marketing implications also exist as most patients shift in the type of activities they and their companions undertake after the main treatment period is completed. In terms of satisfaction, Factor Analysis suggest that medical tourists satisfaction of quality of services in Jordan‘s hospitals is based on six predictors including nutritional care, nursing care, physician care, room atmosphere, the procedure for incoming patients and other hospital services. Both quantitative and qualitative analyses show that medical tourists are satisfied with the quality of health care services rendered to them. However, minor areas show less satisfaction. The findings raise issues regarding the recruitment of non-Arab speaking nurses. Drawing together these findings presents implications for medical tourism management, international healthcare marketing, policy-making, and continuous improvement of the services they provide.
26
Lee, Chi Hou Ken. "Quality in conference interpreting for Macao's tourism sector :a case study." Thesis, University of Macau, 2018. http://umaclib3.umac.mo/record=b3954300.
27
Senior, Martin Colin. "Managing service quality : a study in the UK roadside lodge sector." Thesis, Bournemouth University, 1992. http://eprints.bournemouth.ac.uk/332/.
Abstract:
Service quality is increasingly becoming an important issue for organisations to consider when attempting to satisfy customers and remain competitive in the marketplace. Delivering consistent service quality though appears to present difficulties for many organisations,but this can largely be attributed to the poor understanding of services and the poor understanding of the service quality concept. This thesis has illustrated how services and service quality can be better understood by its review of the literature and by discussing alternative perspectives. Service quality is considered to be a subjective,multi-faceted concept which exists in the mind of each and every individual in a unique way, but which may be partly controlled by understanding customers' separate expectations and their separate perceptions of the service as they pass through the service delivery system. The control and improvement of this service process is considered to be highly dependent upon the organisation's ability to keep customers' expectations within achievable parameters, and upon the service employees' ability to control the customers'perceptions as they pass through the service delivery system. Both the organisation's managers and employees though need to have a good understanding of customers' expectations and perceptions to ensure the consistent delivery of service quality. Several well established research techniques were used to collect empirical data to achieve the research aim in showing how the delivery of service quality can be understood more effectively by using both customers'and employees' perceptions of the service experience. This study illustrated how perceptual gap analysis,service blue printing,and the soft systems methodology can be combined to explore both customers'and employees' perceptions of the service experience. This resulted in the development of a new research technique which has been called 'perceptual blueprinting'. The study was carried out with the collaboration of one organisation in the UK roadside lodge sector where the consistent delivery of service quality is particularly crucial to its continued success. The results from the study have raised some important methodological and substantive issues surrounding the identification and control of service quality in both the roadside lodge sector and service industries in general,and subsequently should provide some value to both acaden-dcs and practitioners alike.
28
Tomas, Stacy Renee. "The effects of selected visual cues on tourists' perceptions of quality and satisfaction, and on their behavioral intentions." Texas A&M University, 2007. http://hdl.handle.net/1969.1/85880.
Abstract:
In tourism, the product is the experience. The destination sets the stage, which
facilitates the experience. First impressions, based largely on visual cues in the
environment, help to determine the level of quality tourists should expect from their
encounter. While much research has focused on destination image in advertising, little
attention has been given to on-site assessments of tourists' perceptions of the visual
environment.
This study had three specific objectives. The first was to determine if changes in
the visual environment affect respondents' attitudes, perceptions of quality and
satisfaction. The second objective set out to determine which visual quality elements
have the strongest influence on respondents' attitudes, their perceptions of quality and
satisfaction. The final objective was to explore the interrelationship between attitudes,
quality, satisfaction and behavioral intentions.
Utilizing a series of digitally modified photographs and an experimental design
approach with three treatments, this study examined how selected visual environmental cues affected respondents' perceptions. The relatively high adjusted R2 values across the
three treatments suggests the strong influence of visual quality elements on hedonic (R2
values ranging from .16 to .27) and utilitarian attitudes (R2 values ranging from .16 to
.24), and particularly on satisfaction (R2 values ranging from .31 to .44) and overall
quality (R2 values ranging from .28 to .35). The visual cues having the strongest
influence on perceptions were level of crowding, available seating, maintenance and
upkeep, and type of signage.
Utilizing structural equation modeling, this study examined the interrelationship
between the endogenous variables in the model. The influence of hedonic attitude on
overall quality and satisfaction was confirmed, but the influence of utilitarian attitude on
overall quality and satisfaction was not. This suggests that some tourism experiences are
more hedonic in nature. This research supports previous literature suggesting that a high
level of quality will result in a high level of satisfaction for the visitors (significant path
estimate of .422). Additionally, standardized path coefficients indicate that overall
quality (.416) and satisfaction (.486) were both related to behavioral intentions, with
satisfaction being a stronger predictor.
29
Iliachenko, Elena. "Electronic service quality (e-SQ) in tourism : development of a scale for the assessment of e-SQ of tourism websites." Doctoral thesis, Luleå, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-16958.
Abstract:
Electronic service quality (e-SQ) is a new developing area of research, which has strategic importance for businesses striving to address consumers in the electronic marketspace. It is known that consumer behaviour in an online environment may differ substantially from the one displayed in the physical world. Therefore, it is important for practitioners to understand customer needs that are amenable to fulfilment in an online environment and strive to meet them. Website e-SQ, defined as "the extent to which a website facilitates efficient and effective shopping, purchasing and delivery of products and services" (Ziethaml et al. 2002, p. 363) is a powerful trigger of customer satisfaction with a website. E-SQ is what differentiates a good quality website from a customer point of view and facilitates the process of bringing customer and company together. The present study addresses e-SQ in the tourism context. The area of e-SQ in tourism appears to have been understudied, and there is clearly a need for further research. With growing role of websites as a customer contact point and virtual company office, tourism businesses are realising the strategic importance of a website as a tool for addressing consumers in electronic business environment. This study employs quantitative research paradigm to address the research problem "What constitutes tourism website e-service quality?" and hypotheses using the methods of multivariate data analysis. Empirical data are gathered through a five-month on-going online survey of potential inbound tourists of Norrbotten, the northernmost region of Sweden. The results indicate that proposed e-services fulfil online customer needs and can, therefore, form a tourism website e-SQ profile. Further findings indicate that website user demographics and online buying behaviour patterns can significantly affect users' perceptions of website quality features. The main outcome of the current research is the development of the scale for assessing the e-SQ profile of tourism websites (Meeting Online Needs of Customers or MONC scale). The scale has been tested in the follow-up study, the results of which indicated that the developed scale possesses good reliability (internal consistency) and validity (nomological and convergent). The study's managerial implications include the proposition of the consistent e-SQ profile for a tourism website, tourism e-SQ scale that can be used for evaluation of the tourism website quality, and recommendations to practitioners on how to improve website design in order to meet the online needs of tourism consumers. Further research in the area of e-SQ in tourism can be recommended, for example to follow up the current findings on the broader sample of tourism websites' visitors.Godkänd; 2006; 20080521 (ysko)
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Iliachenko, Elena Y. "Electronic service quality (e-SQ) in tourism : development of a scale for the assessment of e-SQ of tourism websites /." Luleå : Industrial marketing & e-Commerce Research Group, Luleå University of Technology, 2006. http://epubl.ltu.se/1402-1544/2006/63/.
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Leal, Segio Rodrigues. "Quality in tourism higher educaiton in Brazil : The voices of undergraduate students." Thesis, University of Surrey, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.502675.
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Mirjana, Penić. "Квалитет смештајних капацитета као индикатор развијености руралног туризма у Србији." Phd thesis, Univerzitet u Novom Sadu, Prirodno-matematički fakultet u Novom Sadu, 2016. https://www.cris.uns.ac.rs/record.jsf?recordId=101764&source=NDLTD&language=en.
Abstract:
Руралне области имају посебно место као предели изузетних вредности, као еколошке оазе, центри традиционалне културе и разноврсности етно-културне баштине. Понуда руралног туризма Србије је слаба, готово у самом повоју и неравномерно распоређена. У раду је дат приказ проучавања релевантне литературе и анализа досадашњих сазнања као и тренутна ситуација везана за рурални туризам и квалитет смештајних капацитета на подручју Републике Србије. У раду је урађена и компаративна анали између руралних подручја Србије, Хрватске и Словеније. У методолошком делу приказани су инструменти, процедура и узорак истраживања, а постављене су и хипотезе рада. Кроз резултате и дискусију, хипотезе су потврђене, делимично потврђене или оповргнуте, уз помоћ статистичких прорачуна и других метода провере, док су у закључку рада представљени научни и практични допринос теоријског и теренског истраживања, као и ограничења истраживања.Ruralne oblasti imaju posebno mesto kao predeli izuzetnih vrednosti, kao ekološke oaze, centri tradicionalne kulture i raznovrsnosti etno-kulturne baštine. Ponuda ruralnog turizma Srbije je slaba, gotovo u samom povoju i neravnomerno raspoređena. U radu je dat prikaz proučavanja relevantne literature i analiza dosadašnjih saznanja kao i trenutna situacija vezana za ruralni turizam i kvalitet smeštajnih kapaciteta na području Republike Srbije. U radu je urađena i komparativna anali između ruralnih područja Srbije, Hrvatske i Slovenije. U metodološkom delu prikazani su instrumenti, procedura i uzorak istraživanja, a postavljene su i hipoteze rada. Kroz rezultate i diskusiju, hipoteze su potvrđene, delimično potvrđene ili opovrgnute, uz pomoć statističkih proračuna i drugih metoda provere, dok su u zaključku rada predstavljeni naučni i praktični doprinos teorijskog i terenskog istraživanja, kao i ograničenja istraživanja.
Rural areas occupy a special position as areas of exceptional value, ecological oases, traditional culture centres, and ethno-cultural heritage variety in rural tourism of Serbia. The offer of rural tourism in Serbia is weak, at its earliest phase and unevenly distributed. The paper reviews the relevant literature and analyses former knowledge as well as current situation with regard to rural tourism and quality of accommodation in the Republic of Serbia. The paper renders comparative analysis between rural areas of Serbia, Croatia and Slovenia. Methodological part includes instruments,procedure and sample of the research, with the main hypotheses of the paper. Within the results and the discussion parts the hypothesis, were confirmed, partially confirmed or discarded, by means of statistical calculations and other methods. Finally the conclusion part brings forth the scientific and practical contribution of theoretical and fieldwork and the restrictions of the research.
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Cock, Don. "Development of REFERQUAL : an instrument for evaluating service quality in GP exercise referral schemes." Thesis, University of Central Lancashire, 2006. http://clok.uclan.ac.uk/21817/.
Abstract:
Evidence concerning the benefits of physical activity to health is well established. Despite this extensive evidence, the vast majority of the population remains insufficiently physically active to elicit meaningful health gain. Exercise Referral Schemes (ERSs) have been operating in this country since the early 1990s. However, despite continuing expansion in the number of schemes nationwide, `success', in terms of long-term adherence to physical activity by clients has not been achieved. Extensive evidence in the literature suggests service quality may impact on clients' decision to adhere. However, this concept has not previously been applied to ERSs, assuring the originality and contributory potential of this investigation This thesis aims to investigate the factors affecting retention rates in ERSs. Furthermore, this investigation seeks to develop an understanding of the relationship between service quality and adherence in this setting. Five schemes comprising diverse operational management systems are evaluated via a new assessment tool, completed by 1024 respondents. This quantitative data is supported and extended by qualitative data drawn from a range of key stakeholders collected via 10 interviews and five focus groups. Results suggest clients do not generally perceive service quality to be problematic; however, significant differences between adherence groups and schemes offer insights into issues affecting retention. The nature of the relationship between client and exercise professional appears to represent one of the most notable `keys' to retention. Many clients seek a medical solution to health problems and perceive an exercise professional to be the poor relation of a GP. The fundamental importance of the potential for other exercisers to contribute to the support of clients is also highlighted and discussed. Site-specific issues, time to exercise and client stereotypes of the gym environment also feature as possible determinants of adherence. Considerable further research is needed to build upon these results. Possible avenues for such studies are also discussed.
34
Azeb, Girmai. "Cultural Tourism as Creating Opportunities for Livelihood Diversification in Ethiopia." Kyoto University, 2020. http://hdl.handle.net/2433/253404.
35
Lachkar, Mounia. "Les déterminants de la qualité expérientielle comme facteurs de positionnement dans le secteur de l'hôtellerie de luxe." Mémoire, 2006. http://www.archipel.uqam.ca/2804/1/M9574.pdf.
Abstract:
Les services se caractérisent par leur production et consommation simultanées, ils se caractérisent aussi par la participation du consommateur à leur livraison, ce qui implique que les gestionnaires doivent prendre en considération non seulement la valeur intrinsèque du service mais aussi les valeurs périphériques de ce dernier. Avec l'augmentation du nombre des offres touristiques les gestionnaires des destinations ont de plus en plus besoin d'éléments comparatifs et de différenciation, qui sont par nature des éléments de positionnement aussi pour déduire des actions compétitive et concurrentielle. Pour différencier les services, le contenu de ces derniers est bien peu important puisqu'il est facilement imitable. L'avantage concurrentiel demeure en fait, basé sur des dimensions de qualité expérientielle qui peuvent tout autant constituer des éléments de positionnement. Cette étude a pour objectif de présenter et de détailler d'une part l'expérience touristique dans un hôtel de luxe en un ensemble de variables, mais aussi de vérifier quelles sont celles qui sont plus favorables et plus pertinentes dans l'esprit des consommateurs. Un autre objectif est de démystifier la relation existante entre les variables composant chacun des facteurs de qualité expérientielle. Pour ce faire, nous avons exploré empiriquement cette possibilité de recherche dans le milieu hôtelier (de luxe), au moyen d'une étude par questionnaire qui a servi à vérifier les hypothèses proposées à l'issue de notre revue de littérature. Les résultats de nos analyses révèlent que les touristes assignent plusieurs degrés d'importance aux dimensions de la qualité dépendamment de la phase de l'expérience (accueil, séjour ou départ). Il en résulte que des dimensions, telle que l'environnement physique ou la fiabilité sont plus significatives à travers une certaine catégorie de variables lors de la phase du séjour et le sont à travers une deuxième catégorie de variables, complètement différente de la première, lors d'une autre phase. En outre, une attention particulière devrait être attribuée aux deux dimensions de l'environnement relationnel de prise en charge et de la fiabilité puisqu'elles sont considérées comme la route centrale de l'offre hôtelière. De plus, et plus particulièrement dans l'hôtellerie de luxe, nous avons constaté, à travers nos résultats, une grande influence de l'individualisation et la personnalisation du service sur l'évaluation de la qualité de ce dernier. En effet, plusieurs variables telle que la réponse aux demandes exceptionnelles, l'adaptation du service aux besoins du client..., influencent directement la perception de la qualité du service. Les gestionnaires des hôtels de luxe, pour leur part, acquièrent à travers l'étude un savoir-faire en terme de gestion des dimensions de la qualité en utilisant des variables spécifiques pour pouvoir les conjuguer avec de nouvelles productions d'expériences. Ils savent qu'une expérience est toujours assurée si un hôtel a délibérément recours à des services en tant que plate forme et à des produits en tant qu'instrument de mémorabilité. Cette étude leur permet de savoir comment gérer et entretenir les émotions intentionnelles des clients dans la chaîne d'approvisionnement du service hôtelier. Finalement, nous pouvons dire que le principal bénéficiaire de ces approches est principalement le client qui souhaite que non seulement ses attentes et besoins soient satisfaits d'après un schéma de gestion traditionnelle de la qualité, mais aussi ses désirs les plus profonds, ses aspirations, ses espérances et ses rêves les plus fous qui ne pourront être exaucés grâce à une méthode de gestion purement fonctionnelle. ______________________________________________________________________________ MOTS-CLÉS DE L’AUTEUR : Services, Qualité des services, Offres hôtelières, Positionnement, Luxe.
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Silva, Sandro Marques. "Os impactos socio-económicos do turismo: estudo de caso na comunidade brasileira de Jericoacoara - Ceará (2000-2015)." Doctoral thesis, 2018. http://hdl.handle.net/10284/6414.
Abstract:
O presente estudo tem por objetivo analisar como os nativos e moradores antigos da pequena localidade de Jericoacoara, situada no Nordeste brasileiro, que tem sido alvo de uma intensa movimentação turística, avaliam e vivenciam os indicadores socioeconómicos, culturais e ambientais resultantes da atividade turística na Vila e quais os impactos para a comunidade e para a sua vida.
Pretende-se, além disso, avaliar a acuidade desse olhar, comparando-o com opiniões de estudiosos do assunto. Para isso foi feita uma apresentação pormenorizada das diversas posições teóricas a respeito do turismo e os seus impactos positivos e negativos sobre as comunidades recetoras nos mais variados segmentos da vida quotidiana da população. Para situar melhor a questão, estão pontuados alguns momentos históricos mais significativos do Turismo no Mundo, no Brasil e no Ceará. Em relação ao Brasil e ao Ceará, o estudo preocupou-se também em descrever os principais indicadores relacionados com o turismo, assim como, a identificar o perfil dos trabalhadores na atividade, situação laboral, escolaridade, rendimentos, condições de vida, políticas públicas de turismo adotadas e instituições ligadas a esse setor, seja na preservação ambiental seja na proteção e defesa do património histórico e natural, além de verificar as transformações ao nível das principais infraestruturas básicas: saúde, educação, transportes e saneamento.
Na conclusão do trabalho, apresentam-se as perceções dos moradores acerca dos impactos decorrentes da atividade, isto é, o reconhecimento de efeitos positivos advindos do turismo para a vida dessa comunidade, nos seus aspetos sociais e económicos, além, também, de alguns efeitos colaterais negativos nos seus aspetos culturais e ambientais. Esboça-se, no final, uma crítica e síntese de tudo o que foi discutido, questionando-se entre outros os conceitos-chave nesse estudo de turismo, de desenvolvimento, da qualidade de vida e do encontro de culturas. Foram propostas, ainda, algumas sugestões de ação às instâncias públicas, no sentido de um aprimoramento da vivência e administração do turismo naquela localidade, com o objetivo de proporcionar uma melhor condição de vida ao nativo, na sua luta por um desenvolvimento mais integral, englobando o plano social, económico, cultural e ambiental da região.The present study aims to analyze how the natives and ancient residents of the small locality of Jericoacoara, located in the Northeast of Brazil, and recognized as being a spot of an intense tourist movement, evaluate and experience the socioeconomic, cultural and environmental indicators resulting from the tourist activity and what are the impacts for the community and on the life of each resident. It is also intended to evaluate the acuity of the community perception towards the tourism in comparison with the opinions of scholars. Therefore we undertake a detailed presentation of the different theoretical positions regarding tourism and its positive and negative impacts on the host communities, taking in consideration the most varied segments interfering on population's everyday life. To better situate the issue, some of the most significant historical moments of Tourism in the World, in Brazil and in Ceará are highlighted. In relation to Brazil and Ceará, the study was also concerned with describing the main indicators related to tourism, as well as identifying the profile of workers in there´s activity, labor situation, schooling, income, living conditions, public policies of tourism and institutions related to this sector, either in the preservation of the environment or in the protection and defense of the historical and natural heritage, as well as to verify the transformations in the main basic infrastructures: health, education, transport and sanitation. In conclusion, the residents' perceptions about the impacts of the activity are presented. The recognition of the positive effects of tourism on the life of community, its social and economic aspects, are evaluated as well as some negatives effects in their cultural and environmental aspects. Also, a criticism and synthesis of everything that has been discussed is outlined and the key concepts of tourism such as development, quality of life and the encounter of cultures. Some suggestions of action were also proposed to the public authorities, in the sense of an improvement of the experience and administration of tourism in that locality, with the objective of providing a better living condition to the native, in his struggle for a more integral development, encompassing the social, economic, cultural and environmental plan of the region.
La présente étude vise à analyser la façon dont les natif et les anciens habitants de la petite localité de Jericoacoara, située dans le nord-est du Brésil, et reconnu comme étant un mouvement touristique intense, évaluent et expérimentent les indicateurs socio-économiques, culturels et environnementaux résultant de l'activité touristique et quels sont les impacts pour la communauté et sur la vie de chaque résident. Il est également destiné à évaluer l'acuité de la perception de la communauté vis-à-vis du tourisme par rapport aux opinions des chercheurs. Par conséquent, nous entreprenons une présentation détaillée des différentes positions théoriques concernant le tourisme et ses impacts positifs et négatifs sur les communautés hôtes, en tenant compte des segments les plus variés qui interfèrent sur la vie quotidienne de la population. Pour mieux cerner le problème, certains des moments historiques les plus importants du tourisme dans le monde, au Brésil et en Ceará sont mis en évidence. En ce qui concerne le Brésil et Ceará, l'étude a également porté sur la description des principaux indicateurs liés au tourisme, ainsi que sur l'identification du profil des travailleurs dans l'activité, la situation du travail, la scolarité, le revenu, les conditions de vie, les politiques publiques de tourisme et institutions liées à ce secteur, soit dans la préservation de l'environnement, soit dans la protection et la défense du patrimoine historique et naturel, ainsi que pour vérifier les transformations dans les principales infrastructures de base: santé, éducation, transport et assainissement. En conclusion, les perceptions des résidents sur les impacts de l'activité sont présentées. La reconnaissance des effets positifs du tourisme sur la vie de la communauté, ses aspects sociaux et économiques, sont évalués ainsi que certains effets négatifs sur leurs aspects culturels et environnementaux. En outre, une critique et une synthèse de tout ce qui a été discuté sont décrites et les concepts clés du tourisme tels que le développement, la qualité de vie et la rencontre des cultures. Des suggestions d'action ont également été proposées aux autorités publiques, dans le sens d'une amélioration de l'expérience et de l'administration du tourisme dans cette localité, dans le but de fournir une meilleure condition de vie aux autochtones, dans sa lutte pour un développement plus intégral, englobant le plan social, économique, culturel et environnemental de la région.
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Tran, Nguyen Thi My, and 阮氏美珍. "The Relationships among Tourist Satisfaction, Tourism Service Quality and Tourists Loyalty－A Case of Five Stars Hotel in Vietnam." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/rn6k8y.
Abstract:
碩士大葉大學
企業管理學系碩士班
103
This paper aims to examine the relationship between tourism service quality, tourism loyalty and tourism satisfaction expectations in hotel industry. In this paper, the service quality standard model has been used for evaluation of service quality, Parasuraman, Zeithaml, & Berry (1985, 1988). Fornell et al. (1996) and Oh (2000) models with revision was used for evaluating the loyalty, and the instrument presented by Cauana, Money, and Berthon (2000) was used for evaluation of customer satisfaction. The focus of this research is five stars hotels in Vietnam, and 300 customers of these hotels were sampled. The results of this paper demonstrate that in all aspects, customers’ expectation, are higher than their perceptions of the hotels services. In addition, this research findings show that customer satisfaction plays the role of a mediator in the effects of service quality on service loyalty. Moreover, the findings of this study provide tourism professionals in Vietnam with more insight about the idea of TSQ and help them improve the quality of their services. Finally, there are some suggestions for further research.
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Shih-Chi, Yu, and 余石吉. "Studies on Tourism Service Quality and Tourists’ Satisfaction of Guanshan Water Park." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/24931496091172268338.
Abstract:
碩士國立屏東科技大學
熱帶農業暨國際合作系
103
This study investigated the tourism service quality and tourists’ satisfaction of Guanshan Water Park. The tourists who came to Guanshan Water Park were surveyed and 174 effective questionnaires were collected. The results showed that Guanshan Water Park was rich in ecological resources and bio-diversity was found in the park. This park was suitable for ecological tourism, slow movement learning, and ecological tutor. Most of the tourists feel satisfactory. According to the analysis using SPSS as a software, there is significant difference on hygiene facilities. Meanwhile, in the service factors item, there were always shown significant differences on accessible spaces, clean and convenient toilets, safety of every facility, maintenance and repair of each facility, and ticket prices of the park. It indicated that the tourists regarded those items as very important issues and it might be the effective factors that influence the willing of tourists who wish to come to this park. Moreover, there was no significant difference on average income and vocations items. It indicated that the two items were not effective factors in this study.
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Chang, Chieh-hsin, and 張皆欣. "A Study on Service Quality of Kinmen Tourism Industry and Satisfaction of Tourists." Thesis, 1999. http://ndltd.ncl.edu.tw/handle/29855366329885930650.
Abstract:
碩士銘傳大學
管理科學研究所
87
Since the Civil Administration in Kinmen War Zone annulled in 1992, the local government has been engaged in the development of tourism as a means to promote the prosperity of Kinmen. In recent years, the industrial structure of Kinmen has transformed into the one relying on tourism, so the tourism industry has become of vital importance for Kinmen. Recently, a sharp decrease in the number of tourists, has resulted into worrisome situation is a major concern. In the long term, improving service quality is a major concern for the development of the tourism industry. The purpose of this thesis is to explore the dimension of service quality in Kinmen tourism industry and satisfaction of tourists. In this research, We use Factor Analysis is extract the major factors of Kinmen service quality. In addition, we introduce how to determine the key factors of satisfaction using Multi-linear regression and demonstrate how to identify the priorities of action in travel services using Importance－Performance Analysis. This work presents the results of using statistical analysis as a reference to establish the development policy of tourism in Kinmen for the local government and tourism related agencies.
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Swart, Magdalena Petronella. "A business tourist service quality scorecard for predicting tourist retention." Thesis, 2013. http://hdl.handle.net/10210/8521.
Abstract:
D.Comm. (Leadership in Performance and Change)The National Department of Tourism (NDT), in the National Tourism Sector Strategy (NTSS), highlighted the need for research on tourist service satisfaction. According to the Global Competitiveness Programme (GCP), most of the dissatisfied tourists are business travelers. There are gaps in the literature with reference to the operationalisation of, and relationship between, service quality scores and retention scores in the business tourism industry. The contextualisation and conceptualisation of the proposed SQSC will be supported by a discussion on service quality, the Balanced ScoreCard (BSC), and the relationship between service quality and the BSC. The proposed mediating role of Business Tourist Satisfaction (hereafter mostly referred to as Satisfaction) will be highlighted, while evidence will be provided that Business Tourist Retention (hereafter mostly referred to as Retention) can be a criterion variable in this measurement. It is also apparent that using specific market segmentation variables will enable business tourism managers to build business tourist retention strategies.
41
Chen, Ya-Ting, and 陳雅婷. "A Study of Taiwan Tourism image, service quality and satisfaction for Mainland Chinese tourists." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/03601750278125520688.
Abstract:
碩士國立高雄應用科技大學
觀光與餐旅管理研究所
103
The enormous economic benefits by opening to mainland tourists to visit Taiwan are definitely positive investment highlights for the tourism industry. All countries are now striving for tourists. For mainland tourists, we have inherent advantages, two-way cross-strait tourism exchanges, and substantial progress has been made. For the mainland tourists to visit Taiwan can enjoy more comfortable travel products and services, it is necessary to understand the mainland tourists to Taiwan's tourism image, in-depth understanding of mainland tourists needs, enhance the tourism value of the land off, which was currently important tourism and leisure industry topic. Therefore, understanding the mainland tourists to Taiwan for sightseeing imagery, as well as whether there are negative tourism image, tourism industry in Taiwan will help provide better quality of tourism. To learn mainland tourists to Taiwan to experience sightseeing tours, whether to feel bad quality of service, and whether or not the travel service experience adverse affects of mainland tourists to Taiwan tourism satisfaction. To assist Taiwan tourism authorities and tourism operators and service quality management strategy is the study motivation. This study used questionnaires and use Taiwan’s mainland tourists as objects to conduct a sample survey. Four hundred valid questionnaires were distributed by t- test, analysis of variance and regression analysis. After analysis, we made the following conclusions. (1) Mainland tourists to the natural landscape and human feeling of imagery in Taiwan is very good experience. (2) When mainland tourists travel to tangible service quality is the best, second is the quality of service times for service quality and responsiveness of care. They like natural landscape and multi religion culture and dislike food taste. (3) When mainland tourists are traveling in Taiwan, the obtained higher tourism quality than they originally expected. (4) They have partially significant differences on tourism image, service quality and satisfaction depend on their socioeconomic background. (5) Tourism image to service quality has partial significant positive influence. (6) Tourism image to satisfaction has partial significant positive influence. (7) Service quality to satisfaction has significant positive influence. Research suggestions: 1. Enhance the marketing strength of first and secondary cities, visitors are encouraged to visit Taiwan and publish their travel impressions on blogs and weibo. 2. Distinguish multi-level service and reception specifications and standards, in order to grade segment to tour mainland tourists to Taiwan market. 3. Multiple characteristics of tourism product development and increase network platform to build tourism opportunities. 4. Continue to improve service quality of Taiwan tourism industry and create tourist satisfaction.
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Lee, Chun-Mei, and 李君美. "A study on the importance and satisfaction from the tourists on Bali Township tourism destination image and tourism recreation quality." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/75405164046180259733.
Abstract:
碩士中國文化大學
觀光休閒事業管理研究所
97
Bali Township of Taipei County was the commercial harbor in Tamsui River end with the earliest development in the past; however, its importance downfalls because of the harbor silting. Relative to the Tamsui River in the opposite of the river, it has slower development, but this helps it to reserve most of the natural resource and human landscape; after the grand opening of “Shihsanhand Musem” and the construction of many important public facilities in Bali Township, the tourism development of Bali Township is gradually brought up, and Bali Township is now a good place for recreation activity in northern Taiwan. This study mainly investigates the importance and satisfaction of tourists on Bali Township tourism destination image and tourism recreation quality. Tourists of major scenery spots in Bali Township are the major research targets for questionnaire survey in sampling way; a total of 412 effective survey questionnaires are obtained, the effec-tive sample recycling rate is 90.17％. The research data is analyzed by descriptive sta-tistical analysis, factor analysis, independent sample t-test, one-way ANOVA and Pear-son correlation analysis methods; meanwhile, Importance-Performance Analysis (IPA) method is used for the analysis. The analysis results are abstracted as in the followings: 1.Most of the tourists coming to Bali Township are people from northern Taiwan with ages in the range of 19-35 years old; the tourism motive is mainly the watching of natural scenery, relaxing and the enhancement of the relationship with family mem-bers or friends; the transportation vehicle is mainly based on automobile. 2.Tourists coming to Bali Township have tourism destination image on Bali of mainly taking the ferry, bicycle experience in the left riverside and the watching of natural scenery; tourist population statistic and tourism characteristics are important factors affecting tourism destination image. 3.Difference analysis is performed on the importance and satisfaction of tourism rec-reation quality as affected by tourist population statistical variable and tourism char-acteristic for tourists coming to Bali Township, and the result shows that significant difference level is achieved by most of them. 4.Difference analysis is performed on the importance and satisfaction of tourism rec-reation quality as affected by tourism destination image for tourists coming to Bali, and the result shows that most of them have reached significant difference level; from related analysis results, it is found that obvious positive relationship exists among tourism destination image factor and tourism recreation quality importance and satis-faction factor. 5.From Importance-Performance Analysis method, some results can be drawn on the importance and satisfaction from tourists on Bali tourism recreation quality; there are five items falling on A quadrant of “Keep Up the Good Work”, which belong to natu-ral scenery and perfect bicycle path planning, that is, they are of high importance and satisfaction; there are six items falling on B quadrant “Possible Overkill”, which be-long to tourism and recreation scenery spots and are of low importance but high sat-isfaction; there are five items falling in C quadrant of “low priority”, which belong recreation service facility and are of low importance and low satisfaction; there are six items falling on D quadrant of “Concentrate Here”, which belong to the water cleaning of Tamsui River and public facility and are of high importance and low sat-isfaction, in other words, it is item that needs to be improved urgently by related de-partments.
43
CHEN, YUN-XIAN, and 陳芸賢. "Effects of Tourism Perceived Value and Experience Satisfaction on Quality of Life among Elderly Tourists." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/hf7za7.
Abstract:
碩士大葉大學
運動健康管理學系
105
The improvement of quality of life of the elderly is an important issue to which advanced countries around the world has attached importance. In general, the elderly’s level of acceptance of domestic and foreign tourism activities is extremely high. However, there are only a few studies in Taiwan investigating the relationship between elderly tourists’ participation in tourism activities and quality of life. Therefore, this study enrolled elderly tourists over the age of 55 as the subjects to investigate the relationship among three factors, tourism perceived value, experience satisfaction, and quality of life. This study conducted a questionnaire survey, and 387 valid questionnaires were returned. This study used structural equation modeling as the analysis tool. The research results showed that: (1) tourism perceived value has a positive effect on experience satisfaction; (2) experience satisfaction has a positive effect on quality of life of the elderly. Based on the research results above, tourism industry operators or relevant units are advised to further achieve the objective of improving quality of life of the elderly by improving tourism perceived value and increasing experience satisfaction during the planning of activities.
44
"Service quality of Hong Kong tourism industry towards Mainland visitors." 2002. http://library.cuhk.edu.hk/record=b5890956.
Abstract:
[vddisc. 1] 大屿山一日遊(1) -- [vddisc. 2] 大屿山一日遊(2) -- [vddisc. 3] 海洋公園一日遊(1) -- [vddisc. 4] 海洋公園一日遊(2)[vddisc. 1] Dayushan yi ri you (1) -- [vddisc. 2] Dayushan yi ri you (2) -- [vddisc. 3] Hai yang gong yuan yi ri you (1) -- [vddisc. 4] Hai yang gong yuan yi ri you (2)
by Cheng Sheung Yan, Amy, Chiu Mei Wah, Annie.
Thesis (M.B.A.)--Chinese University of Hong Kong, 2002.
Includes bibliographical references (leaves 65-68).
Accompanying discs in VCD format.
ABSTRACT --- p.ii
TABLE OF CONTENTS --- p.iii
ACKNOWLEDGMENTS --- p.v
Chapter
Chapter I. --- BACKGROUND --- p.1
Purpose of Study --- p.1
Importance of Tourism to Hong Kong --- p.1
The Growing Market - China the Mainland --- p.3
Government Response and Policies --- p.5
Increasing Number of Complaints from Mainland Visitors --- p.7
Chapter II. --- LITERATURE REVIEW --- p.9
Customer Retention --- p.10
Tourists' Satisfaction --- p.12
Tourists' Perceptions and Satisfaction --- p.14
Chapter III. --- METHODLOGY --- p.16
Critical Incident Technique --- p.17
Research Implementation --- p.19
Chapter IV. --- FINDINGS --- p.20
Trip A: Big Buddha at Po Lin Monastery --- p.20
Critical Incidents --- p.21
Trip B: Ocean Park --- p.26
Critical Incidents --- p.27
Generalisation of Two Trips --- p.33
On Tour Guides --- p.34
On Shopping --- p.35
On Price --- p.36
On Food --- p.36
Chapter V. --- IMPLICATIONS AND RECOMMENDATIONS --- p.38
Tour Guides --- p.39
Language Proficiency --- p.39
Knowledge About Hong Kong --- p.39
Interaction with Tourists --- p.40
Attitudes --- p.41
Travel Agencies --- p.42
Market Segmentation --- p.42
Target Marketing --- p.45
Differentiation --- p.46
Retailing Staff --- p.50
Infrastructure of Tourism Industry --- p.51
Big Buddha --- p.51
Repulse Bay --- p.52
Ocean Park --- p.52
Chapter VI. --- CONCLUSION AND LIMITATIONS --- p.54
APPENDICES --- p.56
BIBLIOGRAPHY --- p.65
45
CHIN, WEN-YI, and 秦文沂. "The study of Tour Service Quality Satisfaction for Mainland China Tourists –An Example of Guangdong Tourism Groups." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/p2nvb7.
Abstract:
碩士世新大學
觀光學研究所(含碩專班)
102
Since 2010, mainland Chinese tourists have become the majority of the tourists in Taiwan. In accordance with mainland China’s vast territory, there are huge difference between areas and provinces and is fond of with the habits and acquired characteristics. There are many studies over the mainland Chinese tourists; somehow, there is no any study regarding a specific province available at the moment. Writer has been specializing in Guangdong province tour groups in Taiwan for more than a decade which we call “Inbound Tour Operator” for Guangdong package tour groups only. This research probes into the factors of travel quality satisfactions of Guangdong province consumers, examine Guangdong province tourists’ background and understand package tour groups’ attributes, in order to attract more tour groups of Guangdong to Taiwan. The starting point, however, is a brief examination of Guangdong province tourists service quality satisfaction. In this context, the purpose of this study is to examine the service quality satisfaction of the Guangdong province tourists. The research was carried out by questionnaire and is framed by interviewing Guangdong province tourists. Questions were designed based on tourist’s personal basic attributes, for example, marriage status, age, occupations and education status. “Travel companion” “frequency to Taiwan” “number of companions” and the last “price of tour” are having significant influence on service quality satisfaction for the tourists joining package tour groups. According to 500 valid returned questionnaires, this survey has found that the most important elements of service quality satisfaction from a customer’s perception are the “Friendliness” “Responsiveness” “Reliability” “Tangibles” “Empathy” and “Assurance”, which has confirmed the “SERVQUAL” five dimensions. From this research results practical suggestions for improvements for the industry, and even up to the Taiwanese government could be made.
46
Chen, Chen-Hui, and 陳慧真. "A Study on Tourists Motivation, Service Quality, and Satisfaction for Traveling at Houli Jhongshe Tourism Flower Marketplace." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/87626361175261887711.
Abstract:
碩士大葉大學
管理學院碩士在職專班
98
Houli is an important cultivation and production area for Taiwan flowers and land-scape plantlet, it is also the second flower planting area and output in Taiwan. It is filled with so much tourism value and leisure function. This article aims at studying the rela-tionship among tourists motivation, service quality and satisfaction, the tourists who visit Houli Jhongshe Tourism Flower Marketplace are used as the survey target. The study started with questionnaires. Among the 461 valid questionnaires descriptive sta-tistics, factor analysis, independent samples t test analysis, varieties analysis, relation-ship analysis, mulitiple regression analysis, etc., are used to investigate the tourists mo-tivation, and the connection between service quality and satisfaction. The results of the study were as followings: (1)Most of the visitors are local resi-dents, main travel way is the family take the car to travel. The main source of informa-tion is friends and relatives recommend. Different background characteristics of the tourists, in the tourists motivation, service quality and satisfaction are significantly dif-ferent. (2)Four motivation factors were extracted and named as “recreation”, “emotional communication”, “self-development” and “novelty content”. Men attach importance to the local industry and culture is higher than women. Therefore, the self-development motivation is higher than females. (3)Five service quality factors were extracted and named as “assurance”, “empathy”, “reliability”, “responsiveness” and “tangibles”. Mar-ried tourists showed significant differences in assurance and empathy. Because married tourists went to the flower market with their families. He was satisfied with the fam-ily-like friendly service. (4)Men is higher than women in the traffic satisfaction. Be-cause most of the drivers were male. (5)The motivation for tourists has a positive sig-nificant effect on satisfaction. The service quality has a positive significant effect on satisfaction. Finally, this study made discussion and stated research implications. Suggestions to the Houli Jhongshe Tourism Flower Marketplace managers, and future researches were also proposed.
47
TSENG, YI-CHU, and 曾怡菊. "Tourists’ Recreational Experiences on Service Quality and Recreation Satisfaction toward Tourist Service Centers in Penghu." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/4v6kcx.
Abstract:
碩士國立澎湖科技大學
觀光休閒系碩士班
107
Penghu takes tourism as its main source of income. It is the peak season for sightseeing in Penghu from April to June. The visitor center is a must for tourists. It is also one of the ways for visitors to get to know Penghu as soon as possible. After the visitor’s experience in Penghu area, the service quality and leisure satisfaction of the visitor center will also affect the impression of tourists on Penghu tourism. Therefore, this study will explore the service quality and recreation satisfaction of tourists after the experience of visitors in the Penghu area. The scope of this study is the visitor center in all areas of Penghu. Questionnaires are used to issue questionnaires and collect relevant materials. A total of 1056 questionnaires were distributed and 930 valid questionnaires were collected. The reliability analysis and descriptive statistics were used. Independent sample t-test, single-factor variance analysis, correlation analysis and regression analysis were used for data analysis. The results of the study show that the tourists enjoy the service quality of the visitor center. The overall score of the respondent's actual service experience is that the "tangible" of the service quality will be the average facet of 5.75 given the weight of the distribution. The minimum score is “reliability” average of 5.38; for tourists to experience the satisfaction of recreation in the Penghu area, tourists have a higher score for the “original natural landscape”. For "sanitary safety of food", a relatively low score is given. In terms of face-to-face, the average number of “main travel experiences” is 6.02, which is relatively high for tourists.
48
Fong, Wei-chieh, and 馮威傑. "Research on Constructing Quality Evaluation Indexed and Performance Assessment of the Relationship Between Cultural Heritage Tourism in Environmental Education and Tourists Relationship Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/72359044837055266135.
Abstract:
碩士國立聯合大學
建築學系碩士班
103
With advances in technology, it promotes economical and social development. Tourist industry plays an important role on both increasing one country’s visibility in the whole world and raising its economic income. Cultural heritage tourism has become an international tourism trend. However, with the prevailing tourism industry, it also brings byproduct, such as climate change and the destruction of local and cultural environment, and these situations raise the awareness of the idea on cultural heritage protection and environmental education. Countries in the whole world are actively promoting the concept of sustainability, low-carbon, green energy and environmental protection, etc. However, environmental damage cannot be avoided in a short time; in order to reduce the harm, it is urgent to establish perfect business model of cultural heritage tourist integrated with environmental education. If we find out the root cause, the reason of damaged environment is human beings. Cultivation of environmental protection awareness should be taken into action from local, and environmental education integrated into it can enhance the quality of environment and tourist, and thus has a direct positive impact on the relationship quality with tourists. Accordingly, this study will be adopted multiple criteria decision making (MCDM) to analyze the relevant literature on cultural heritage tourism, environmental education and the relationship quality to obtain the best management performance index of cultural heritage tourism integrated with environmental education. First, the author will screen performance index with Fuzzy Delphi Method (FDM), and then explain the relationship between cultural heritages integrated with environmental education business strategy and relationship quality by the Influential Network Relation Map (INRM), which is constructed by Decision Making Trial and Evaluation Laboratory (DEMATEL). Then to get importance weights of each assessment strategy and review the performance of empirical case, the author will adopt DEMATEL-based ANP (DANP) and VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) to build the assessment mode of cultural heritage tourism integrated with environmental education and the tourist relationship quality. The empirical case of this study is Shengxing Station railway cultural scenic area. The result shows that the sustainable business management and social economic benefits two dimensions performance are the worst; it means that in the cultural heritage tourism area, it should strengthen local social economy and build the environmental concept of the sustainable “knowledge” and “skills”, and the low-carbon design for buildings and green marketing mechanism are the top consideration and should be improved the most. It also shows the performance index that built in this study can be an evaluation basis for future decision makers as promoting cultural heritage tourism integrated with environmental education and tourist relationship quality.
49
Chen, Shu, and 高淑貞. "Research of the attraction and the satisfaction of Kinmen’s tourism resource and the service quality to Chinese tourists." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/c4n724.
Abstract:
碩士銘傳大學
觀光研究所碩士在職專班
95
The future success of tourism in Kinmen places hope on Chinese tourists traveling by the ships between Kinmen and Xiamen which brings a great tourism market to Kinmen. In order to enhance Chinese travelers’ faith in visiting Kinmen, the government and the travel agencies need to maintain normal business order, elevate the quality of service and, finally, reach the perpetual economic development in Kinmen. This research uses a questionnaire that, when answered by tourists from Foujien region, evaluates the attraction of tourism resources, the level of satisfaction of the service, and the desire to visit Kinmen again. With these questionnaires, we can understand Chinese tourists’ expectations in visiting Kinmen and their impressions after the visit. By analyzing the research of the satisfaction of services in food, lodging, transportation, shopping and entertainment, we can enhance and improve the related travel industry in Kinmen in order to atrract more Chinese tourists from all regions. The questionnaire was answered by 1078 Chinese tourists. According to the research， the typical tourist is as follows: the scale between male and female is 6 to 4; the age is between 31 to 50 years old; these tourists are normally high-educated (B.A or college diploma) and most of them work for governments or schools. Their monthly salary is between 1500 to 3500 RMB. Most tourists are married. They are often from Foujien region and most of them come from Xiamen City. The normal tour of Kinmen by Chinese tourists is as below: the itinerary is normally designed for 2 days; the transportation between Kinmen and Xiamen uses the original China steamship. Their objective is to visit Kinmen and Xiamen. The tourists are usually in the same club or the same company and they contact the travel agencies for the itinerary. The duration of applying for the visa is more than one month. The price for 2 days itinerary is about 80% under 1200 RMB. The price for 3 days itinerary is between 1200 to 1600 RMB. The travel information usually comes from a travel agency, the company or the club, TV, and the newspapers. The budget for shopping is normally between 501 to 1500 RMB. The real cost is about 1000 RMB. The tourists are interested in buying speciality items from Kinmen. The attraction to Kinmen by Chinese tourists is diverse. The top 3 most attractive affairs are the battlefield scenes, the speciality items of Kinmen, and the ecological travel. The top 3 most unattractive affairs are the cheaper prices, the activities on the seaside, and the custom of buying and selling of Taiwan’s products. The levels of satisfaction of service for Chinese tourists in Kinmen are different for different areas of service. The top 5 most satisfied services are the service of driver, the service of tour guide, the equipment of tourist coaches, the high quality of speciality items of Kinmen, the travel itinerary, and the service of selling the speciality items of Kinmen. The top 5 most unsatisfied services are the taste of food, the tour prices in Kinmen, the service of the restaurants, the equipment of restaurants, and the equipment of hotels. The importance and the satisfaction of 15 services are related to each other, and the 2 most satisfied services are the service of driver and the service of tour guide. According to IPA strategy analysis of Kinmen travel services, the equipment of tourist coaches, the service of drivers, the high quality of speciality items of Kinmen, the service in selling the speciality items, the service of entry procedures, the service of tour guides are in the A quadrant. It means the Chinese tourists are satisfied and attach importance to these services. Therefore, these services are very important and must be maintained in the future. The results of the questionnaire in regard to the desire to visit Kinmen again: about 60% of tourists would like to visit Kinmen again; about 70% of tourists would recommend their relatives to visit Kinmen; about 59% of tourists would visit Kinmen again while visiting Xiamen ; and about 75% of tourists would be attracted by the itinerary of meeting in Xiamen and traveling to Kinmen.
50
HUANG, YI-SHENG, and 黃億勝. "An Exploration of Service Quality of Inbound Tourist Groups: A Case of Tour Guide of Muslim Tourists." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/8uww8v.
Abstract:
碩士健行科技大學
國際企業經營系碩士在職專班
105
Abstract The purpose of this study is to explore whether the information provided by the tour guides in the inbound tourist groups meet the actual requirements of the Muslim travel market and how to improve it if not. The survey is regarding the travel market of Muslim that the tourism industry has been urged to actively pursue by the new government. In this study, a qualitative study was conducted. The interview was conducted by interviews with tour guides; six tour guides who had actually gave tours to the Muslim groups. Through in-depth interviews, the unique religious beliefs and customs of Muslim were brought into all the aspects of eating, housing, transportation, travel, shopping and entertainment to meet the requirements of the travelers. There are more stringent requirements for Muslim tourists due to their doctrine. From the survey a lot of valuable practical experience have been learned and found that the preparation for the visit of the tourists was insufficient in Taiwan. However, there are significant improvements on the quality of the tourism for Muslim tourists in Taiwan under the new government''s attention. For example, Chinese Muslim Association organizes tour guide training specifically for Muslim tourists and certificates mosque restaurant to build a Muslim friendly environment. Many hotels are willing to set the mark indicating the direction of Mecca and make special arrangements for Muslim travelers to enjoy breakfast in an independent space. More and more attractions are willing to set up prayer rooms for Muslim travelers. The general populations in Taiwan also gradually understand the Muslim doctrine; no longer think that they are just the folks who do not eat pork only, which makes the work of the tour guide much easier to serve the Muslim travelers, also makes the global Muslim community recognizing Taiwan a friendly environment, suitable for Muslim travelers to travel. Because of the small number of Muslims in Taiwan, which leads to that the people generally do not understand Muslim, coupled with the tour guide pre-training did not specifically for the Muslim tourists, the practice tour guides generally do not understand the Muslim tourists; therefore, the service to the Muslim tourists could not be good. By the study, we hope to provide practical experience and skills allowing the relevant units strengthen pre-employment training and continue to increase on-the-job trainings, so that the tour guides can quickly understand the Muslims and able to provide better tourism services to the target market groups.