| 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 |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b17810024.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.01 MB | Adobe PDF | View/Open |
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