Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes
Purpose The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach Drawing on the ECOSERV model, the authors conduct fur...
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University of Economics Ho Chi Minh City
2023
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| Truy cập trực tuyến: | https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/html http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115577 |
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oai:scholar.dlu.edu.vn:DLU123456789-1155772023-03-08T04:10:12Z Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes Ngoc, Thuy Vo Thi Phuong, Thao Hoang Doan Purpose The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional dimensions of service quality. Kano’s model and Customer Satisfaction Index are then employed with a sample of 324 ecotourists to categorize these service quality elements. Findings A new scale of ecotourism service quality is proposed, with the addition of four dimensions: price-quality, interaction with locals, interaction with other customers and relaxation feelings. The paper also confirms the existence of four groups which are classified according to their level of impacts on satisfaction and dissatisfaction: attractive, one-dimensional, must-be and indifferent. Originality/value The paper improves the present ecotourism scale and develops an integrated approach to facilitate effective decision making by identifying areas that require greater attention, thus providing practical benefits for eco-site managers. It also hopes to contribute to better understanding about ecotourism services in the context of an Asia country like Vietnam and encourages further research in this area. 2023-03-08T04:10:11Z 2023-03-08T04:10:11Z 2019 Article 2515-964X https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/html http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115577 10.1108/JABES-07-2018-0051 en Journal of Asian Business and Economic Studies, Volume 26, Issue 2; p. 189-205 application/pdf University of Economics Ho Chi Minh City |
| institution |
Thư viện Trường Đại học Đà Lạt |
| collection |
Thư viện số |
| language |
English |
| description |
Purpose The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional dimensions of service quality. Kano’s model and Customer Satisfaction Index are then employed with a sample of 324 ecotourists to categorize these service quality elements. Findings A new scale of ecotourism service quality is proposed, with the addition of four dimensions: price-quality, interaction with locals, interaction with other customers and relaxation feelings. The paper also confirms the existence of four groups which are classified according to their level of impacts on satisfaction and dissatisfaction: attractive, one-dimensional, must-be and indifferent. Originality/value The paper improves the present ecotourism scale and develops an integrated approach to facilitate effective decision making by identifying areas that require greater attention, thus providing practical benefits for eco-site managers. It also hopes to contribute to better understanding about ecotourism services in the context of an Asia country like Vietnam and encourages further research in this area. |
| format |
Article |
| author |
Ngoc, Thuy Vo Thi Phuong, Thao Hoang Doan |
| spellingShingle |
Ngoc, Thuy Vo Thi Phuong, Thao Hoang Doan Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| author_facet |
Ngoc, Thuy Vo Thi Phuong, Thao Hoang Doan |
| author_sort |
Ngoc, Thuy Vo Thi |
| title |
Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_short |
Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_full |
Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_fullStr |
Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_full_unstemmed |
Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| title_sort |
ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes |
| publisher |
University of Economics Ho Chi Minh City |
| publishDate |
2023 |
| url |
https://www.emerald.com/insight/content/doi/10.1108/JABES-07-2018-0051/full/html http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/115577 |
| _version_ |
1765278135917477888 |