Establishing a national tourist service quality framework: Spain’s experience

10.12737/3587 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 64-71
Author(s):  
Дина Макеева ◽  
Dina Makeeva
Keyword(s):  
Service Quality ◽  
Tourist Industry ◽  
Industrial Growth ◽  
The Past ◽  
Tourism Sector ◽  
State Economy ◽  
Quality Framework ◽  
Industry Leader ◽  
Resource Shortage ◽  
Tourist Service

With governments and entrepreneurs worldwide facing the pressing issue of raising the competitiveness of their respective states in the global tourist market, tourism has been treated as a largely prioritized sector of economy in the past few years. The globally experienced resource shortage, agricultural output precariousness, the lack of industrial growth have turned the attention of the authorities to the development potential of tourism as a sector of economy. However, tourists today are notably different from their counterparts of a few decades ago. Competition in the tourism sector is escalating not only on the company-against-company scale, but on a state-against-state, or even, continent-against-continent scale. At present, a key competitive advantage that encourages the tourist inflow is the tourist service quality, and a great number of European governments are currently focusing their attention on ensuring quality tourist service provision. The article considers Spain’s experience in establishing a tourist service quality framework, which has significantly contributed to the country’s status of a global tourist industry leader in terms of the level of tourist industry development and the revenue from this sector of state economy.

On Regional Hospitality Standards Development (Case study: Yaroslavl Region)

10.12737/4499 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 32-38
Author(s):  
Ольга Вапнярская ◽  
Olga Vapnyarskaya ◽  
Тигран Асоян ◽  
Tigran Asoyan
Keyword(s):  
Service Quality ◽  
Development Policy ◽  
Tourism Development ◽  
Tourism Industry ◽  
Regional Level ◽  
Tourist Industry ◽  
Regional Tourism ◽  
Complex Development ◽  
Tourist Service

Research and practice show that special-purpose programmes designed to promote tourism development at a regional level are generally aimed at improving industry and infrastructure in a targeted region. These tasks, as well as the issues of hotel, public catering and other service quality enhancement, are focal for developers of strategies and targeted programmes of regional tourism development. Besides tourist industry development, policy papers address marketing issues, such as, for example, the development, positioning and promotion of the tourist product. However, the issues concerning the tourist service quality and the hospitable atmosphere in the environment external to a tourism enterprise receive little attention. Experience shows that tourists value not only the service quality as provided by tourist-oriented enterprises but also the friendly and welcoming attitude of the local people, which, combined, serve to create a unique atmosphere of general hospitality. UNWTO regards the ethics of tourism development as important and indispensable. With this in mind, the authors of the article raise the problem of a hospitality standards complex development which, applied at a regional level, should include provisions to be implemented by the tourism industry and infrastructure participants to improve service. The authors hold that a standards complex will ensure a synergetic approach to the creation of a unique atmosphere of hospitality in a region, and assert that the content of the standards be based on the provisions of international legal acts and the legal and regulatory framework in effect in a particular region. A model of the standards is demonstrated in the context of the Yaroslavl region.

Non-Russian experience in establishing a national tourist service quality framework (Case study: Finland)

10.12737/3586 ◽  
2014 ◽  
Vol 8 (2) ◽  
pp. 53-63
Author(s):  
Дина Макеева ◽  
Dina Makeeva
Keyword(s):  
Service Quality ◽  
Tourism Development ◽  
Quality System ◽  
Annual Growth ◽  
Principal Function ◽  
Quality Framework ◽  
Tourist Service

The article considers Finland’s experiences in establishing and developing a national tourist service quality framework. Currently, Finland’s tourist revenue sees an annual growth of 5-10 percent, and is a major GDP contributor. To ensure continued tourism development, to promote tourist-sector-provided employment and the tourist inflow, Finland established a national tourist service quality system – DQN (destination quality net), whose principal function is to analyse and adapt the practices of top tourist organizations and to facilitate the adoption of the practices by other organizations. The article provides an overview of the system and described its implementation tools.

scholarly journals Ferðaþjónusta og virkjanir til bjargar byggðum?

2017 ◽  
Vol 14 (1) ◽  
pp. 99 ◽  
Author(s):  
Anna Dóra Sæþórsdóttir ◽  
Þorkell Stefánsson
Keyword(s):  
Rural Areas ◽  
Energy Production ◽  
Service Providers ◽  
Tourism Industry ◽  
Tourist Industry ◽  
Structured Interviews ◽  
Negative Effects ◽  
Tourism Sector ◽  
Tourist Service

Opportunities in the tourism industry along with the harnessing of energy resources are commonly referred to as means of dealing with changes in employment structure, to counteract depopulation in rural areas, and as a way to create capital. Both fields utilize nature as a resource, but can they coexist or are conflicts foreseeable? In order to find out whether the tourist industry consider that proposed power plant developments will diminish the possibilities of the tourism sector to strengthen local settlements semi-structured interviews were conducted with 65 tourist service providers in six different parts of Iceland. In the opinion of the interviewees the tourism sector is the industry that offers the best long-term possibilities to strengthen the economy in rural areas and most of them had seen clear indications of this in recent years. Many interviewees felt that energy production and tourism do not concur because the negative effects energy production can have on nature, the core resource for the tourist industry. Uncertainty over where power developments will be located was thought to have delayed investment and marketing efforts in certain areas. A few of the interviewees mentioned examples of successful cohabitation of energy production and tourism and it was pointed out that favourable collaboration between the two industries could diminish their conflict of interest. Moreover, it was stated that the income from both industries could reach the areas where it was generated more effectively.

ANALISIS LOYALITAS PELANGGAN HOTEL SYARIAH DI DAERAH ISTIMEWA YOGYAKARTA

2019 ◽  
Vol 13 (03) ◽  
pp. 15-30
Author(s):  
Dwi Agus Kristianto ◽  
Amin Kiswantoro
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Service Quality ◽  
Customer Loyalty ◽  
Brand Image ◽  
Tourist Destinations ◽  
The Past ◽  
The World ◽  
Special Region

In the past the function of the hotel was only as a place to stay for consumers who travel on business or tourism and do not have a relationship or family at their destination. Sharia concept hotels continue to grow along with the needs of Muslim consumers around the world. The concept of sharia hotels also continues to grow in Indonesia, especially in the Yogyakarta region as one of the tourist destinations in Indonesia. This study aims to determine the effect of price, service quality and brand image on customer loyalty of sharia hotels in Yogyakarta Special Region both partially and simultaneously.This type of research is causally comparative. The variables in this study are price, service quality, brand image and customer loyalty. The population in this study are customers who have visited sharia hotels in Yogyakarta. Sampling was done by nonrandom sampling, specifically using purposive sampling where the sample was taken from the population, with the following criteria: 1) Customers who had stayed in sharia hotels in Yogyakarta more than twice, and 2) Respondents aged 18 years. The sample in this study was taken as many as 100 respondents. Data collection techniques using questionnaires. Data analysis used is multiple linear regression analysis.Based on the results of the study, the following conclusions are obtained: (1) Prices have a positive and significant effect on customer loyalty; (2) Service quality has a positive and significant effect on customer loyalty; (3) Brand image has a positive and significant effect on customer loyalty; and (4) Price, service quality, and brand image have a positive and significant effect on customer loyalty. Keywords: hotel, sharia, price, service quality, brand image, customer loyalty.

scholarly journals The Effect of Service Quality on Satisfaction apropos Service Recipients of Divisional Secretariats in Colombo District in Sri Lanka

2017 ◽  
Vol 7 (1) ◽  
pp. 127
Author(s):  
Nayanananda Nilwala ◽  
Kennedy Gunawardana ◽  
R. S. Lalitha Fernando
Keyword(s):  
Regression Analysis ◽  
Correlation Analysis ◽  
Service Quality ◽  
Service Provider ◽  
Sampling Method ◽  
Social Economic ◽  
Relative Impact ◽  
Vast Array ◽  
The Public ◽  
The Past

A vast array of knowledge has been accumulated on the effect of service quality on customer satisfaction, particularly with a large number of studies over the past few years. However, the effect of service quality on satisfaction of service recipients in Divisional Secretariats in the Public Sector is relatively an unattended area by researchers. Hence, this study was carried out to evaluate the effect of service quality on satisfaction of service recipients of divisional secretariats. This particular organization was selected for the study as it is considered to be the most significant service provider in terms of statutory, social, economic and development in the country. A questionnaire survey and personal interviews were conducted to collect data by using the purposive sampling method. A modified questionnaire was prepared based on SERVQUAL instruments with two additional questions. A sample of 520 service recipients from 13 Divisional Secretariats in Colombo was drawn and it was represented by 40 from each division. Correlation analysis and multiple regression analysis were used to examine the relative impact of the service quality on satisfaction of service recipients. The study revealed that all the service quality attributes positively related to satisfaction of the service recipients. The findings of the study show that satisfaction of service recipients in terms of service quality has not met the expected level, which a divisional secretariat is deemed to provide for. 

From service quality to experience – and back again?

2015 ◽  
Vol 7 (1) ◽  
pp. 107-119 ◽  
Author(s):  
Jon Sundbo
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Service Management ◽  
Service Marketing ◽  
Service Research ◽  
Experience Economy ◽  
Content Type ◽  
The Past ◽  
Functional Quality ◽  
Original Contribution

Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings – Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality/value – This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

scholarly journals Assessment of Public Catering Development Key Factors in Russian Federation Regions

2018 ◽  
pp. 58-64
Keyword(s):  
System Development ◽  
Developed Countries ◽  
Infrastructure Development ◽  
Tourist Industry ◽  
Investment Activity ◽  
Goods And Services ◽  
Catering Industry ◽  
Tourism Sector ◽  
European Development ◽  
Internal And External Factors

The catering sector plays a prominent and important role in the economy of developed countries, the formation of employment, the development of small and medium-sized businesses, and the development of related industries. In this regard, an inefficient infrastructure ensuring the development of the catering system generates a number of risks associated with an insufficient level of demand supply and, ultimately, the loss of competitive positions of countries and regions at the international “platform” of the tourist industry. The current trends and catering sector development parameters in RF regions are characterized by the decrease of the tourism sector share in the turnover generation of provided goods and services, and the level of the catering infrastructure development that does not correspond to the trends of the dynamically developing tourist market, and European development parameters, weak investment activity, etc. These factors determine the need to develop the strategic models of the catering system development in RF regions, adapted to the current and future trends of the tourist industry development, as well as taking into account the changing macroeconomic trends of the national economy, which are formed under the influence of conjuncture internal and external factors and affecting the population consumer activity in the catering industry.

Medical Tourism Service Quality

2015 ◽  
pp. 149-180
Author(s):  
Bikash Ranjan Debata ◽  
S. S. Mahapatra ◽  
Bhaswati Patnaik
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Validity And Reliability ◽  
Tourism Sector ◽  
Confirmatory Factor ◽  
The World ◽  
Information And Communication ◽  
National Boundaries ◽  
Tourism Service

Medical tourism, a growing phenomenon in the world today, possesses a worthwhile potential for the economic development of any country. Globalization, development of information and communication technology (ICT) and adherence to the international quality standards potentially result in a significant increase in the movement of patients and healthcare professionals across national boundaries. The demand for medical tourism in India is experiencing a tremendous growth. However, the Indian medical tourism sector faces various challenges. Since India attempts to position itself as one of the preferred global medical tourism hub, a thorough understanding of means to attract, satisfy and retain medical tourists is extremely important. Five hundred and thirty four (534) useful responses in two different phases is collected and tested to examine the validity and reliability of the scale to ensure a quantitative and statistically proven identification of the responses. The exploratory factor analysis (EFA) is used to identify the underlying dimensions of medical tourism service quality for medical tourism in India. Next, confirmatory factor analysis (CFA) was used to confirm the factor structure of the constructs and validate EFA results.

Perspectives of the Adoption of Cloud Computing in the Tourism Sector

2018 ◽  
pp. 377-400 ◽  
Author(s):  
Pedro R. Palos-Sanchez ◽  
Marisol B. Correia
Keyword(s):  
Cloud Computing ◽  
Conceptual Framework ◽  
Economic Model ◽  
New Technology ◽  
Current Situation ◽  
The Internet ◽  
Tourist Industry ◽  
Review Of The Literature ◽  
Tourism Sector

This chapter aims to expose the current situation of the adoption of cloud computing in companies in general and in enterprises of the tourism sector in particular. For this, a review of the literature has been carried out to establish the conceptual framework of technology and of the new economic model that underlies its adoption. Cloud computing is one of the technologies less known to many organizations and especially users, as it is a new technology based on the Internet, through which information is stored on servers, is provided as a service and on clients' demand. Therefore, the main theories of adoption that have been used to explain the different adoption models are presented, as well as, the different solutions that are being used in the tourist industry.

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