The influence of service performance and destination resources on consumer behaviour: a case study of mainland Chinese tourists to Kinmen

2009 ◽  
Vol 11 (3) ◽  
pp. 269-282 ◽  
Author(s):  
Chien Min Chen ◽  
Sheu Hua Chen ◽  
Hong Tau Lee
Keyword(s):  
Consumer Behaviour ◽  
Service Performance ◽  
Mainland Chinese ◽  
Chinese Tourists

The Role of Guanxi in Chinese Tourists' Destination Loyalty

2018 ◽  
Vol 22 (3) ◽  
pp. 199-212
Author(s):  
Yao-Chin Wang ◽  
Chun-Chu Bamboo Chen ◽  
Yueh-Hsiu Lin ◽  
Chris Ryan
Keyword(s):  
Perceived Value ◽  
One Dimension ◽  
Tourist Destination ◽  
Destination Loyalty ◽  
Mainland Chinese ◽  
Study Results ◽  
Chinese Psychology ◽  
Chinese Tourists

The theory of guanxi, coming from the work in Chinese psychology, has been widely applied in marketing and management academy. Although tourism scholars have paid considerable attention to Chinese tourists, the use of Chinese psychology in explaining the market remains limited. The purpose of this study is to apply guanxi in explaining Chinese tourists' destination loyalty using Taiwan as a case study of a tourist destination. Based on the guanxi theory, the study results showed that cognitive image, affective image, and perceived value exerted positive influences on destination loyalty. Further, sentiment, one dimension of cognitive image, appears to play a determining role for Mainland Chinese tourists to establish guanxi with Taiwan.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

Understanding the Shopping Motivation of Mainland Chinese Tourists in Hong Kong

2014 ◽  
Vol 10 (3) ◽  
pp. 323-346 ◽  
Author(s):  
Nelson K.F. Tsang ◽  
Louisa Yee-Sum Lee ◽  
Carrie K.L. Liu
Keyword(s):  
Hong Kong ◽  
Mainland Chinese ◽  
Chinese Tourists ◽  
Shopping Motivation

scholarly journals TOURISTS AND OPPORTUNITIES TO FILL HOTEL OCCUPANCY. (CASE STUDY AT NUSA DUA BEACH HOTEL)

2017 ◽  
Vol 2 (1) ◽  
pp. 361
Author(s):  
Agus Deni Permadi ◽  
I Wayan Kiki Sanjaya ◽  
Nararya Narrotama
Keyword(s):  
Swot Analysis ◽  
Service Providers ◽  
Cross Culture ◽  
Negative Effects ◽  
Travel Agents ◽  
Loyal Customer ◽  
Chinese Tourists ◽  
Operational Processes ◽  
Occupancy Rates

Chinese tourists visit that increase each year have led to numerous impacts on the tourism industries, such as increasing the opportunities to invest in building more accommodation facilities to accommodate the influx. In addition to the development, there are also negative effects caused by it, such as intense competition among service providers to meet the level of occupancy. NDBH as one of the best hotels in Bali is quite keen to see these opportunities, by making advantage of the Chinese tourists visit in Bali. The research was conducted to study their potential room occupancy in NDBH to the viewpoint of academic realm. 2) Perform arguments proofing on negative issue of the scholars’ thinking paradigm on our current tourism concerning the Chinese tourists. By using SWOT analysis it is found out that: 1) The strength of Chinese tourists rely on its huge population, a positive contributions against occupancies, and diverse classification of Chinese tourists, 2) The weaknesses of the Chinese tourists are; they are having lack of Behavior, They speaking influent English, and they tend to make reservation in a short notice, 3) Opportunities of Chinese tourists are; travel agents are distributing many Chinese tourists in Bali making them accessible, and group of Chinese tourists help boost occupancy rates, 4) The threat of Chinese tourists are; it is likely to harm the Cross Culture of the hotel, Chinese travelers are not a loyal customer (Price Oriented), operational processes has hampered hotels, and hotel loss profit on sub-department. Hopefully this research can help interested parties, especially those who deal directly with tourists from China, in order to take appropriate measures and policies in the future.

scholarly journals USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION

2017 ◽  
Vol 14 (1) ◽  
pp. 82
Author(s):  
Larissa Maria Argollo de Arruda Falcão ◽  
Taciana De Barros Jerônimo ◽  
Fagner José Coutinho de Melo ◽  
Joas Tomaz de Aquino ◽  
Denise Dumke de Medeiros
Keyword(s):  
Point Of View ◽  
Service Performance ◽  
Level Of Service ◽  
Future Research ◽  
Good Service ◽  
Administrative Services ◽  
Service Companies ◽  
Basic Performance

This  paper  use  SERVQUAL measure  for  assessingthe  quality  of  the  administrative  services  in  a  large  mall,located in Brazil,  seen from the point of view of the currentservice  providers.  A questionnaire  was  used  to  interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice  providers,  the  comparison  enabled  the  strengths  andweaknesses of the quality perceived of the services offered bythe  mall  were  undertaken  as  a  case  study. Understand whatfeatures  and  level  of  service  must  have  in  order  to  meetconsumer needs, against on how consumers perceive the actualmall  performance  in  the  context  of  what  they  expected  to ensuring  good  service  to  classify  into  three  categories  offactors:  Basic,  Performance  and  Excitement.The  findings  ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall  services.  One  contribution  of  this  study  is  the  simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.

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