Description

• Title:
  The effect of overall service quality on customer satisfaction: The moderating role of travel experience
• Creator:
  Gu, Shengyu
• Contributor:
  Huizhou University (China), School of Geography and Tourism;
  miller@hzu.edu.cn
• Description:
  The purpose of this study is to explore the relationship between overall service quality and customer satisfaction, further, this relationship is examined in terms of travel experience as a moderator. The study mainly focuses on eco-tourism and collected data from tourists travelling to China. Convenience sampling was used for data collection and a questionnaire used from previous studies. AMOS software analyzed the data collected from 341 respondents. The results highlighted that there is a significant and positive relationship between overall service quality and customer satisfaction. Moreover, the presence of travel experience as a moderator strengthens this relationship. This research is limited to eco-tourism and future studies could be done from the perspective of any other country with a large sample size.
• Object availability:
  free access
• Rights: https://creativecommons.org/licenses/by-nc-nd/4.0
• Date:
  2023.09.18;
  2023.09.08
• Type:
  Article
• Language:
  English
• Format:
  application/pdf
• Publisher:
  Wydawnictwo Uniwersytetu Łódzkiego
• Relation:
  Turyzm/Tourism;1;
  33
• Subject:
  service quality;
  eco-tourism;
  customer satisfaction;
  travel experience
• Identifier:
  0867-5856;
  http://hdl.handle.net/11089/47937 ;
  2080-6922;
  10.18778/0867-5856.33.1.02
• Data provider:
  Repozytorium Uniwersytetu Łódzkiego
• Can I use it?:
  check license
• Type:
  image