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Tourist satisfaction in Singapore – a perspective from Indonesian tourists

Tourist satisfaction in Singapore – a perspective from Indonesian tourists This research assessed the usefulness of integrating Kano's model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Tourist satisfaction in Singapore – a perspective from Indonesian tourists

Managing Service Quality , Volume 13 (5): 13 – Oct 1, 2003

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References (19)

Publisher
Emerald Publishing
Copyright
Copyright © 2003 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520310495868
Publisher site
See Article on Publisher Site

Abstract

This research assessed the usefulness of integrating Kano's model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.

Journal

Managing Service QualityEmerald Publishing

Published: Oct 1, 2003

Keywords: SERVQUAL; Service quality assurance; Tourism; Singapore

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