THE STUDY ON CUSTOMER SERVICE QUALITY OF VIETNAM’S ISLAND TOURSIM
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 8
Abstract
The study was conducted to find out the relationship between the international tourists’ expectations and their perceptions to investigate their satisfaction level with the current tourism service quality on Vietnam’s island, case study in Phu Quoc island. In empirical research, the survey questionnaire was examined the feedback from 280 foreign tourists who visited Phu Quoc Island in the Tet holiday, 2013. The questionnaire was designed based on SERVQUAL dimensions. The findings indicate that the tourist satisfaction level in general is remarkably high in some aspects of service quality, but some are not. In particular, the lowest value was found in reliability such as the performance of service for the first time although it was not crucial. There was no significant difference in the rest of the variables; however, the best scored variable was assurance, meaning that adequate and available information, kindness, professional and knowledge levels were evaluated as well. The study provides useful information for local authorities to improve the service quality on Vietnam’s island tourism sector, effectively manage of the abundant nature resource and strength activities to maximize both tourist satisfaction and profitability of tourism enterprises, and at the same time sustain natural resources in the long term.
Authors and Affiliations
Hoang Sa Dang| (Corresponding Author) National Kaohsiung University of Applied Sciences Address: No.415, Jiangong Rd., Sanmin Dist., Kaohsiung City 807, Taiwan (R.O.C.) Tel: 07-3814526-7102 Email: hoangsa8181@gmail.com, Ying- Fang Huang| National Kaohsiung University of Applied Sciences Address: No.415, Jiangong Rd., Sanmin Dist., Kaohsiung City 807, Taiwan (R.O.C.) Tel: 07-3814526-7102 Email: winner@kuas.edu.tw
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