Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | School of Hotel and Tourism Management | en_US |
| dc.creator | Wang, Jing Francoise | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/3807 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | Tour services, customer satisfaction and behavioural intentions : a case study of outbound package tours in HangZhou | en_US |
| dcterms.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. | en_US |
| dcterms.extent | x, 109 leaves : ill. ; 30 cm | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2004 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.LCSH | Tourism -- China -- Hangzhou -- Case studies | en_US |
| dcterms.LCSH | Consumer satisfaction -- China -- Hangzhou -- Case studies | en_US |
| dcterms.accessRights | restricted access | en_US |
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 |
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/200/3807