Examining the Impact of Tour Guides’ Professional Competences on Service Quality, Tourist Satisfaction and Repurchase Intentions towards Package Tour Products

Abstract

Tour guide"s professional competences might affect the service quality of tour guiding, thereby affecting tourists" satisfaction on traveling and their repurchase intentions towards travel agencies" package tour products. This empirical study was proposed to investigate the impacts of professional competences on service quality, tourist satisfaction and repurchase intentions of package tour products. Data gathered from tourists was based on a convenience sample of 345 respondents to test the proposed hypotheses. The conceptual model was validated using the partial least squares (PLS) technique. The empirical results indicate that (1) tour guides" professional competences significantly impact on service quality and tourist satisfaction; (2) tour guides" service quality positively influences tourist satisfaction and repurchase intentions; (3) tourist satisfaction has a positive significant effect on repurchase intentions. The research predicts a good amount of variance to 70.7% of tourists" repurchase intentions. The findings of this study are expected to provide practical implications for the competence development of tour guides and proffer instrumental contributions to help travel agencies strengthen tour guides" professional competences for effectively enhancing service quality of tour guiding, tourist satisfaction and repurchase intentions towards package tour products.

The Customer Satisfaction Analysis of Community based Agrotourism in Yogyakarta

“…Umar (2003) stated that managers must have the ability to communicate to convey information to customers or obtain input from customers and understand customers about their needs and desires. Lin et al (2018) also stated that tourists' perceptions of service quality are significantly influenced by professional competence (professional attitude, professional knowledge and professional skills) of tour guides. A positive professional attitude can bridge the gap between tourists, tour guides and tourism managers.…”

Analysis of Visitors’ Satisfaction on the Quality of Omah Salak Agro Tourism Services

“…This causes the attributes to have a high degree of conformity. The opinion expressed by Lin et al, (2018) stated that tourist perceptions about service quality are significantly influenced by the attitudes, knowledge, and skills of tour guides. Engeset & Heggem, (2015) also added that personal contact with consumers is an important key in maintaining the company's existence.…”

Challenges Facing Tour Guide Profession and their Impacts on the Egyptian Guides performance

“…According to the Oxford dictionary the guide concept can be illustrated as guiding and showing routes, leading or directing others' way (Moore, 2011); the definition of tour guide is expressed in many ways in the literature such as the person who is responsible for directing and leading tourists during their tour or sightseeing; the person who accompanies visitors, individual tourists or group of tourists during their holiday, interprets historical, cultural and natural sites in an entertaining way in the language of visitors, explains aspects of local culture and enables them to understand the value of this culture and creates favorable image of the destination (Weiler and Black, 2015b;Lin et al, 2018;Dileep, 2019); the local citizen who interprets cultural and natural heritage sites for tourists and visitors in their own language, as well as being licensed by competent authorities to guide tourists for a fee, wage or salary (Cetin and Yarcan, 2017). According to the Egyptian tour guide professional law number 121 issued in 1983, the tour guide can be defined as the person who has the right and authority to offer tour guiding service (i.e.…”