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dc.contributor.authorJin, Xinen_US
dc.contributor.authorQi, Shanshanen_US
dc.contributor.authorChiang, Chia⿐Haoen_US
dc.date.accessioned2017-04-24T13:39:39Z
dc.date.available2017-04-24T13:39:39Z
dc.date.issued2008en_US
dc.date.modified2012-03-14T05:32:36Z
dc.identifier.issn19388160en_US
dc.identifier.doi10.1080/19388160802505754en_US
dc.identifier.urihttp://hdl.handle.net/10072/43607
dc.description.abstractThis study evaluates visitor overall satisfaction with the quality of services provided by the hotel, restaurant, and retail sectors in Hong Kong. A survey with questionnaire items derived from SERVQUAL was conducted and statistical techniques, including regression, importance-performance analysis, and ANOVA, are used for analysis. The performance of service attributes and their relative impacts on overall satisfaction are identified. A cross-sector and cross-region comparison is made. It is found that the perceived overall satisfaction levels of visitors are significantly correlated with their place of domicile and two different travel modes, namely, independent travel and guided package tours. As a whole, the hotel sector enjoys a level of overall satisfaction higher than that of the other two sectors. Managerial implications of service quality improvement are drawn.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_US
dc.languageEnglishen_US
dc.publisherRoutledgeen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_US
dc.relation.ispartofpagefrom319en_US
dc.relation.ispartofpageto335en_US
dc.relation.ispartofissue3-4en_US
dc.relation.ispartofjournalJournal of China Tourism Researchen_US
dc.relation.ispartofvolume4en_US
dc.rights.retentionYen_US
dc.subject.fieldofresearchBusiness and Management not elsewhere classifieden_US
dc.subject.fieldofresearchcode150399en_US
dc.titleA Cross‐Sector Evaluation of Service Quality in the Tourism Industry of Hong Kong: Importance vs. Performanceen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2008
gro.hasfulltextNo Full Text


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