The Impact of Service Innovation on Tourist Satisfaction: Evidence from the Malaysian Tourism Industry

Journal Title: GATR Global Journal of Business & Social Science Review - Year 2014, Vol 2, Issue 3

Abstract

Objective - This study proposed a model to test the impacts of the four dimensions of service innovation (i.e., process innovation, organisational innovation, marketing innovation and product innovation) on tourist satisfaction in the Malaysian tourism. Methodology/Technique - Measurement items for the dimensions of service innovation were developed through focus group interviews. A convenience sampling approach was adopted with the distribution of 400 questionnaires among local and foreign tourists. Statistical tolls in the Statistical Package for the Social Sciences (SPSS) were adopted to analyse the reliability of items and the hypothesised relationships in the proposed research model. Findings - The findings reveal that the respective dimensions of service innovation are significantly related to tourist satisfaction. These findings contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. Novelty - Limited studies have been done to examine the impact of service innovation dimensions on tourist satisfaction.The findings of this study contribute to the services marketing body of knowledge by providing insight on the impact of service innovation on tourist satisfaction. At the same time to address the practical implications by recommending relevant and effective service innovation strategies for the tourism industry in Malaysia. This knowledge is useful for benchmarking better service innovation practices among the industry practitioners.

Authors and Affiliations

Boon Liat Cheng

Keywords

Related Articles

Suggested Information Strategies for Malaysian Land Administration

Objective - The purpose of this study is to identify the issues in implementing information sharing practice in an organization related to the technical and non-technical aspect. This study attempts to discuss the indica...

Success of Prediction Models in Slovak Companies

Objective The issue of bankrupt of company is very actual topic not only in Slovakia but also in abroad. The reason is that many companies have problem with the question of their probability of default or bankrupt and al...

Economic Speculative Motives in Selling Relocation Houses and the Provision of Assets for Urban Settlements

Objective - This research aims to analyze the impact of residential relocation to the change in social and economic conditions of the beneficiary. This change is then used to analyze whether it is related to the decision...

The Development and Construct Validation of Scientific Epistemological Beliefs Inventory

Objective- Based on Schommer theory, the present study was conducted to construct and validate epistemological beliefs inventory for science (EBIS) in Malaysian context. Type the brief purpose of the paper and illustrate...

Maintaining Food Security of Local Communities in Underdeveloped Regions through Agrarian Reform in Napan Village, Indonesian

Objective – The objective of this study is to identify the food security characteristics in local communities at Napan Village, Nusa Tenggara Timur Indonesia and to study the implementation of agrarian reform principles...

Download PDF file
  • EP ID EP185547
  • DOI -
  • Views 183
  • Downloads 0

How To Cite

Boon Liat Cheng (2014). The Impact of Service Innovation on Tourist Satisfaction: Evidence from the Malaysian Tourism Industry. GATR Global Journal of Business & Social Science Review, 2(3), 93-106. https://europub.co.uk/articles/-A-185547