Tour services, customer satisfaction and behavioural intentions : a case study of outbound package tours in HangZhou

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Tour services, customer satisfaction and behavioural intentions : a case study of outbound package tours in HangZhou

 

Author: Wang, Jing Francoise
Title: Tour services, customer satisfaction and behavioural intentions : a case study of outbound package tours in HangZhou
Degree: M.Sc.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
Tourism -- China -- Hangzhou -- Case studies
Consumer satisfaction -- China -- Hangzhou -- Case studies
Department: School of Hotel and Tourism Management
Pages: x, 109 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1781002
URI: http://theses.lib.polyu.edu.hk/handle/200/3807
Abstract: This study examined customer satisfaction with a series of tour services in package tours. Six service encounters and tour guide performance were examined in a sample of 193 tourists who participated in outbound package tours in Hangzhou. Overall satisfaction and repurchase intention were differently impacted by the various tour service encounters. Tour guides instrumental behaviour and accommodation had the greatest effect on outbound traveller's satisfaction. Recreation and shopping were the most important tour services that determined customers' repurchase intention, followed by tour guide's expressive behaviour and attractions. Tour guide's performance was identified as an important factor which strongly influenced customers' overall satisfaction. The findings of this study add to our understanding of the determinant factors that affect customer satisfaction and repurchase intention in package tours.

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