Developing and validating a multidimensional quality scale for mega-events

Lee, Jin Soo; Lee, Choong‐Ki; Park, Chang-Kyu

doi:10.1016/j.ijhm.2014.09.003

Cited by 25 publications

(15 citation statements)

References 56 publications

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“…The first section is the demographic information of the respondents. The second section contains questions linked with 7Ps of marketing mix (price (Al-Dmour et al, 2013), product (Ziarah, 2018), place (Helm & Gritsch 2014), promotion (Zaahara, 2017), people (Lee et al, 2014), process (Sreenivas et al, 2013) and physical evidence (Akroush & Al-dmour, 2006)). The final part was about questions about customer loyalty.…”

Section: Conceptual Framework and Research Methodologymentioning

confidence: 99%

The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia

Othman¹,

Harun²,

Rashid³

et al. 2019

10.5267/j.msl

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In the Malaysian Umrah industry, there are so many new entrants selling and offering similar products and services. As a result, Umrah providers must compete to survive in the Umrah travel industry, as there are currently so many competitors. They need to focus on customers' special needs and preferences to maintain the long-term relationship. Hence, the purpose of this research is to identify the relationship between service marketing mix and customer's loyalty towards Umrah travel agents in Malaysia. The customers who performed Umrah more than once were on the focus of this study. The necessary data were collected from 384 respondents through a structured questionnaire using a convenience sampling technique. The results of the research confirm that all "service marketing mix" elements ("price, product, place, promotion, process, people, and physical evidence") show significant positive effects on customer loyalty. This study will be of interest to the Umrah travel industry in understanding how marketing mix strategies are essential for maintaining a long term relationship with customers.

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Section: Conceptual Framework and Research Methodologymentioning

confidence: 99%

The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia

Othman¹,

Harun²,

Rashid³

et al. 2019

10.5267/j.msl

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show abstract

“…In other words, satisfaction is defined as an index measuring the gap between consumers' expectations and perceived results after consumption (Oliver, 1980). Conversely, satisfaction is also considered an emotional reaction that consumption generates, that is, the tourist's psychological outcome after the destination experience (Lee et al, 2014;Ž abkar et al, 2010). In addition, a purely cognitive perspective has been rejected by an increasing number of studies, suggesting that customers' emotional states explain their satisfaction levels (Brunner-Sperdin et al, 2012).…”

Section: Satisfactionmentioning

confidence: 99%

Tourism experiences, memorability and behavioural intentions: a study of tourists in Sardinia, Italy

Sthapit

Chiappa

Coudounaris

et al. 2019

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Purpose The purpose of this study is to test Kim et al.’s (2012) seven-dimension memorable tourism experience (MTE) scale in a new context and with a new sample. In addition, the study aims to test for causes or relationships between satisfaction, MTE dimensions, co-creative tourism experiences and memorability, as well as the mediating effect of memorability on tourists’ behavioural intention. Design/methodology/approach This study uses a cross-sectional survey design using a questionnaire to collect data. Three trained interviewers questioned international travellers in the boarding area in Olbia-Costa Smeralda Airport while they were waiting to board their flights home. The interviewers also distributed and administered the questionnaires. The questionnaire was in English. Data collection was carried out from August to October 2017. Findings In terms of the theoretical implications of this study, its findings result in a different MTE construct than that of Kim et al.’s (2012) study. Although they discuss seven important experiential tourism factors that are likely to affect the memorability of a person’s experience, what emerges from the present research is that satisfaction, novelty, refreshment, involvement and knowledge significantly influence the memorability of a tourist’s experience. Research limitations/implications This study has some limitations. First, it is highly site-specific and based on a convenience sample, rendering the findings non-generalizable to either the destination under investigation or any other tourism destination. Further studies should be conducted in other Mediterranean cities to generalise the significance of these findings. Although English can be considered the primary international language, the fact that the survey has been written only in English could have excluded non-English speakers from participating in the study. In addition, the study has not considered national domestic tourists. In the future, translating the survey into different languages and interviewing domestic tourists visiting the island might be useful. Practical implications Tourism service providers could gather feedback forms from tourists to measure and improve their satisfaction. Additionally, the multiplicity of actors involved in the tourism sector should coordinate and cooperate with one another to create tourism experiences that result in high overall visitor satisfaction. Tourism service providers could also offer new and diverse encounters, for example, the chance to attend local festivals to arouse curiosity, as studies suggest that such novel activities make the experiences particularly memorable. Public officials should also focus on site rejuvenation to appeal to novelty seekers who have visited previously. Originality/value Overall, the study highlights the discrepancies in the effects of satisfaction, MTE dimensions and co-creative tourism experience on the memorability of a trip experience in relation to previous studies. The results of the analysis refute the assumption that the seven MTE dimensions are representative across a variety of destination-specific tourist experiences. Besides the identified five dimensions, opening up the discussion on other factors that might influence the memorability of tourists’ experiences presents an updated agenda.

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“…According to Kontogeorgos, Tselempis, and Aggelopoulos (2014), the SERVQUAL model can be used as a diagnostic instrument to assist public and private organizations to improve the quality standards by recognizing the strengths and weaknesses for their service procedures. Subsequently, SERVQUAL model as a base has been replicated, adapted and developed to several scales for measuring services(Lee, Lee, and Park, 2014;Rajaratnam et al, 2014).…”

mentioning

confidence: 99%

The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

Othman

Harun

2021

TSSJ

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The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

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Developing and validating a multidimensional quality scale for mega-events

Cited by 25 publications

References 56 publications

The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia

The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia

Tourism experiences, memorability and behavioural intentions: a study of tourists in Sardinia, Italy

The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

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