- Title
- Measuring perceptions of service quality within the visitor attractions sector
- Creator
- Lynch, David
- Date
- 2007
- Type
- Text; Conference paper
- Identifier
- http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/41728
- Identifier
- vital:3610
- Identifier
- ISBN:9781877156299
- Abstract
- The attraction sector’s ability to enhance service quality is fundamentally important to its future sustainability. Attempts to enhance performance within the sector have suffered from the lack of a standard instrument for measuring service quality perceptions. This study sought to address this issue by piloting an instrument designed to measure visitor levels of perceived service quality. The instrument was piloted on 133 visitors to four purpose built attractions in Victoria, Australia. Analysis of the data resulted in a purified 17-item instrument, called ATTRACTQUAL and proposed that two dimensions, interactions and outcomes, underlie attraction visitors’ perceptions of service quality.
- Publisher
- University of Otago, Dunedin, New Zealand : Australia & New Zealand Marketing Academy
- Relation
- Paper presented at Australian and New Zealand Marketing Academy (ANZMAC) Conference 2007 : 3Rs - Reputation, Responsibility & Relevance, University of Otago, Dunedin, New Zealand : 3rd-5th December 2007 p. 64-72
- Rights
- Open Access
- Rights
- This metadata is freely available under a CCO license
- Subject
- 0806 Information Systems; Service quality; Visitor attractions sector
- Full Text
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| Thumbnail | File | Description | Size | Format | |||
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