Strategic quadrants and service quality: tourist satisfaction in Portugal
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/12961 |
Resumo: | The main objective of this study is to examine the tourist satisfaction levels in Portugal across various segments by comparing tourists' expectations with service performance. This paper applies expectancy-disconfirmation theory for this purpose. Data were collected through personal interviews of 221 tourists in Lisbon regarding the importance they attach to attributes of tourism and service delivery. The importance-performance analysis identified gaps between tourists' expectations and actual service performance. Overall, most of the tourists in Lisbon are concerned with safety, cleanliness, and price levels. Though tourist segments have differing needs, male and female tourists seem to have similar perceptions and preferences overall. Both package tourists and domestic tourists are not satisfied with the local food. It is further suggested that the friendliness of the local people and the local food could be highlighted in the tourism promotional campaigns. In the future, data could be collected from other tourist segments based on tourists' age and the purpose of their visit. |
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Strategic quadrants and service quality: tourist satisfaction in PortugalImportance-performance analysisService qualityStrategic quadrantsTourist satisfactionThe main objective of this study is to examine the tourist satisfaction levels in Portugal across various segments by comparing tourists' expectations with service performance. This paper applies expectancy-disconfirmation theory for this purpose. Data were collected through personal interviews of 221 tourists in Lisbon regarding the importance they attach to attributes of tourism and service delivery. The importance-performance analysis identified gaps between tourists' expectations and actual service performance. Overall, most of the tourists in Lisbon are concerned with safety, cleanliness, and price levels. Though tourist segments have differing needs, male and female tourists seem to have similar perceptions and preferences overall. Both package tourists and domestic tourists are not satisfied with the local food. It is further suggested that the friendliness of the local people and the local food could be highlighted in the tourism promotional campaigns. In the future, data could be collected from other tourist segments based on tourists' age and the purpose of their visit.American Society for Quality Control2017-04-17T15:46:37Z2016-01-01T00:00:00Z20162019-04-16T15:33:30Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/12961eng1068-696710.1080/10686967.2016.11918471Panchapakesan, P.info:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:25:14Zoai:repositorio.iscte-iul.pt:10071/12961Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:11:26.704712Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
title |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
spellingShingle |
Strategic quadrants and service quality: tourist satisfaction in Portugal Panchapakesan, P. Importance-performance analysis Service quality Strategic quadrants Tourist satisfaction |
title_short |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
title_full |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
title_fullStr |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
title_full_unstemmed |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
title_sort |
Strategic quadrants and service quality: tourist satisfaction in Portugal |
author |
Panchapakesan, P. |
author_facet |
Panchapakesan, P. |
author_role |
author |
dc.contributor.author.fl_str_mv |
Panchapakesan, P. |
dc.subject.por.fl_str_mv |
Importance-performance analysis Service quality Strategic quadrants Tourist satisfaction |
topic |
Importance-performance analysis Service quality Strategic quadrants Tourist satisfaction |
description |
The main objective of this study is to examine the tourist satisfaction levels in Portugal across various segments by comparing tourists' expectations with service performance. This paper applies expectancy-disconfirmation theory for this purpose. Data were collected through personal interviews of 221 tourists in Lisbon regarding the importance they attach to attributes of tourism and service delivery. The importance-performance analysis identified gaps between tourists' expectations and actual service performance. Overall, most of the tourists in Lisbon are concerned with safety, cleanliness, and price levels. Though tourist segments have differing needs, male and female tourists seem to have similar perceptions and preferences overall. Both package tourists and domestic tourists are not satisfied with the local food. It is further suggested that the friendliness of the local people and the local food could be highlighted in the tourism promotional campaigns. In the future, data could be collected from other tourist segments based on tourists' age and the purpose of their visit. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016-01-01T00:00:00Z 2016 2017-04-17T15:46:37Z 2019-04-16T15:33:30Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/12961 |
url |
http://hdl.handle.net/10071/12961 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1068-6967 10.1080/10686967.2016.11918471 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/embargoedAccess |
eu_rights_str_mv |
embargoedAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
American Society for Quality Control |
publisher.none.fl_str_mv |
American Society for Quality Control |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
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1799134669056245760 |