THE STUDY ON CUSTOMER SERVICE QUALITY OF VIETNAM’S ISLAND TOURSIM
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 8
Abstract
The study was conducted to find out the relationship between the international tourists’ expectations and their perceptions to investigate their satisfaction level with the current tourism service quality on Vietnam’s island, case study in Phu Quoc island. In empirical research, the survey questionnaire was examined the feedback from 280 foreign tourists who visited Phu Quoc Island in the Tet holiday, 2013. The questionnaire was designed based on SERVQUAL dimensions. The findings indicate that the tourist satisfaction level in general is remarkably high in some aspects of service quality, but some are not. In particular, the lowest value was found in reliability such as the performance of service for the first time although it was not crucial. There was no significant difference in the rest of the variables; however, the best scored variable was assurance, meaning that adequate and available information, kindness, professional and knowledge levels were evaluated as well. The study provides useful information for local authorities to improve the service quality on Vietnam’s island tourism sector, effectively manage of the abundant nature resource and strength activities to maximize both tourist satisfaction and profitability of tourism enterprises, and at the same time sustain natural resources in the long term.
Authors and Affiliations
Hoang Sa Dang| (Corresponding Author) National Kaohsiung University of Applied Sciences Address: No.415, Jiangong Rd., Sanmin Dist., Kaohsiung City 807, Taiwan (R.O.C.) Tel: 07-3814526-7102 Email: hoangsa8181@gmail.com, Ying- Fang Huang| National Kaohsiung University of Applied Sciences Address: No.415, Jiangong Rd., Sanmin Dist., Kaohsiung City 807, Taiwan (R.O.C.) Tel: 07-3814526-7102 Email: winner@kuas.edu.tw
Keywords
Related Articles
- EP ID EP10506
- DOI -
- Views 340
- Downloads 18
LIFE SATISFACTION AMONG JOB-HOLDERS AND NON JOB-HOLDERS
The study is aimed at investigating the degree of life satisfaction among job-holders and non job-holders and also among male and female. Two sub hypotheses were formulated to study the level of life satisfaction. So,...
IMPLEMENTATION OF A LEAN PRODUCTION COMPONENTS SUPERMARKET IN AN AUTOPARTS INDUSTRY – CASE STUDY
Markets competition is fierce and has been intensified in the last two decades. Several factors contribute to this fact, such as: intensive use of information technology, scarcity and difficulty of capital access, mar...
PORTFOLIO MANAGEMENT: MEAN-VARIANCE ANALYSIS IN THE US ASSET MARKET
In practice an investor would like to have the highest return possible. However, assets with high return usually correlate with high risk. The expected return and risk measured by the variance are the two main charact...
EFFECT OF SKILLS TRAINING PROJECTS ON ENHANCING THE LIVELIHOOD OF EX-COMBATANTS WITH DISABILITIES
The purpose of the study was to assess the effect of skills training projects on enhancing the livelihood of Ex-Combatants with disabilities. Previous research has identified that their disabilities have limited their...
CAN THE NEW SOUTH AFRICAN FINANCE MINISTER’S MID TERM AND ACTUAL BUDGET SAVE SOUTH AFRICA FROM ITS ECONOMIC WOES
The paper attempts to analyze the mid – term budget of the new Finance Minister of the Republic of South Africa. The new Finance Minister has to walk a very tight rope in balancing the economic crisis that confronts...