| Author: | Chow, Ching-man Ivy |
| Title: | Perception of mainland Chinese visitors towards tour guides in Hong Kong |
| Degree: | M.Sc. |
| Year: | 2001 |
| Subject: | Tour guides (Persons) -- China -- Hong Kong Tourism -- China -- Hong Kong Hong Kong Polytechnic University -- Dissertations |
| Department: | Multi-disciplinary Studies School of Hotel and Tourism Management |
| Pages: | x, 131 leaves : ill. ; 30 cm |
| Language: | English |
| Abstract: | The purpose of this study was to explore the perception of Mainland Chinese visitors towards tour guides in Hong Kong. Twenty pertinent tour guide's service quality attributes were identified. The importance and the performance of Hong Kong's tour guides in these attributes as perceived by Mainland Chinese visitors were assessed. The findings indicate that the worst aspect was regarding to the issue of "shopping". At the same time, tour guide's problem solving ability was rated as one of the most important attributes, but Mainland Chinese visitors perceived the performance of Hong Kong's tour guides on this area was one of the worst. Furthermore, the results of Importance-Performance Analysis showed that tour guides in Hong Kong performed well in 11 out of the 20 service quality attributes, these areas mainly related to their professional skills, reliability and language ability. On the other hand, no evidence was found that there were significant influence of Mainland Chinese visitors' demographics and past travel experience to Hong Kong in their rating of perceived importance of tour guide's service quality attributes and the performance of Hong Kong's tour guides in this study. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b16009319.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.64 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/3445