scholarly journals Structural-Dimensional Concept of Tourism Service Quality / Strukturno-Dimenzionalni Koncept Kvaliteta Turističkih Usluga

2013 ◽  
Vol 10 (2) ◽  
pp. 32-39
Author(s):  
Vukan P. Vujović
Keyword(s):  
User Satisfaction ◽  
Continuous Monitoring ◽  
Structural Complexity ◽  
User Participation ◽  
Enterprise System ◽  
Tourism Product ◽  
Tourism Service ◽  
Analysis Models ◽  
Tourism Services

Abstract The difficulties of delivering a consistently satisfactory quality of tourism services emerge as a result of the discrepancies between the productive structures and corresponding dimensional features of delivering values during their cycle of consumption. Organizational enterprise system is the primary responsible for the above mentioned phenomenon, and it consists of production (working) units and departments in charge of quality management as well as control and monitoring of the production processes, that is, the flow of delivery. This paper discusses the current models of structural complexity, dimensional observations of quality as well as the phases of user participation throughout the life cycle of tourism services. The possibility of identifying several typical levels in the complex tourism product provides the groundwork for a more meaningful comparison between “projected and actual quality”, as well as achieving greater organizational performances in the domain of market-delivered value of the resulting service. The main objective of this paper is to provide a theoretical basis for the implementation of deeper organizational and functional analysis models and continuous monitoring of the achieved quality. The effects of such systematic approach would be manifested to the ultimate degree of fulfillment of expectations and the overall customer or user satisfaction with tourism service.

scholarly journals THE INFLUENCE OF SOFTWARE QUALITY HUMAN RESOURCES INFORMATION SYSTEM AND USER PARTICIPATION TOWARD USER SATISFACTION AS SYSTEM USER

2017 ◽  
Vol 11 (2) ◽  
pp. 139
Author(s):  
Yanuar Latief
Keyword(s):  
Information System ◽  
Information Systems ◽  
Human Resources ◽  
Software Quality ◽  
User Satisfaction ◽  
Positive Relationship ◽  
User Participation ◽  
Coefficient Of Determination ◽  
Human Resources Information System

The research on the influence of the quality of software human resources information systems and user participation on user satisfaction in the Bureau of Human Resources Trisakti University. <br />The research purposes (1) Identify the effect of the quality of software human resources information system for user satisfaction as users of the system, (2) Identify the effect of user participation on user satisfaction as users of the system (3) identification of the influence of the quality of software human resource information systems and participation user together to user satisfaction as users of the system. <br />This research is descriptive and correlational research is to describe the characteristics of respondents and aims to determine the relationship between two or more variables. <br />The research was conducted at the Bureau of Human Resources University of Trisakti by respondents as many as 32 people and using correlational and regression analyzes. <br />The study found that the quality of the software (Xl) and user participation (X2) either individually or group have a strong influence and positive impact on user satisfaction (1J as the user s system. <br />From this study several conclusions can be drawn as follows: (1) there is a strong and positive relationship between software quality variables (Xl) to the satisfaction of the user m with r values of 0.584, (2) there is a strong and positive relationship between the variables user participation (X2) with user satisfaction (Y) with r value of 0.721 (3) The regression model obtained is Y = -2.125 + 0.304 software quality (Xl) + 0.397 user participation (X2), (4) regression models can state that the variable quality of the software and user participation is jointly affect user satisfaction as users of the system. It is shown from ANOVA test results were obtained Fcount of 22.642 with a significance level of F = 0.000 which is much smaller than 0.05, (5) The coefficient of determination (R Square) of 0.610 implies that, 61.0% user satisfaction can be explained by a variety of software quality and variety of user participation, while the rest is explained by other factors.

scholarly journals ЗАДОВОЉСТВО И ЛОЈАЛНОСТ КАО ПОКАЗАТЕЉИ КВАЛИТЕТА ЕЛЕМЕНАТА ТУРИСТИЧКОГ ПРОИЗВОДА

TEME ◽  
2021 ◽  
pp. 331
Author(s):  
Ivana Kostadinović ◽  
Sunčica Stanković
Keyword(s):  
Multivariate Analysis ◽  
Statistical Analysis ◽  
Age Structure ◽  
Successful Development ◽  
Transportation Services ◽  
Tourism Product ◽  
The World ◽  
The Subject ◽  
Tourism Services

The continuous expansion and diversification of tourism in recent decades have led to this branch of industry to become one of the largest and fastest growing in the world. Well-planned tourism generates benefits to destinations by increased revenue from tourism and employment. In this connection, the quality of tourism services, and this is the tourists’ satisfaction with the quality of tourism services provided, as a precursor of loyalty, become crucial for the successful development of tourism. The subject of this research are satisfaction and loyalty as indicators of tourism product element quality. The aim of this study is to explore the connection between tourists’ satisfaction with the quality of catering services, accommodation services, transportation services and in terms of the specific tourism event with their age structure and region they visited, as well as the connection between satisfaction of tourists with the quality of the elements of the tourist product and loyalty. In order to achieve this objective, the sample included 381 respondents. Answers that are relevant for the analysis yielded 357 respondents. For statistical analysis, multivariate analysis of variance and discriminant analysis were used. Research results indicated that there were significant statistical differences between the age structure and tourists’ satisfaction, that these also corresponded to the region visited, and tourist loyalty depends on their satisfaction with the quality of elements of the tourist product.  

scholarly journals Possibilities of Turning Passive Rural Areas into Tourist Attractions Through Attained Service Quality

2020 ◽  
Vol 12 (2) ◽  
pp. 179-192 ◽  
Author(s):  
Tamara Gajić ◽  
Marko D. Petrović ◽  
Milan M. Radovanović ◽  
Tatiana N. Tretiakova ◽  
Julia A. Syromiatnikova
Keyword(s):  
Rural Areas ◽  
Rural Setting ◽  
Tourist Attractions ◽  
Processing Data ◽  
Perceived Values ◽  
Spss Software ◽  
Tourism Service ◽  
Definition Of ◽  
Tourism Services

AbstractThis paper gives an overview of the quality of tourism service in rural areas of the South Bačka District, one of the most economically developed parts of Serbia. The main objective of the research is to determine the correlation between the expected and perceived values of the quality of service by collecting and processing data. The modified SERVQUAL questionnaire was applied in the study, and all obtained data were analyzed in the SPSS software 23.00. As a result of the survey, it was found that tourists had significantly higher expectations than perceived service. The results obtained can serve for broader thematic research and contribute to the definition of appropriate corrective actions to improve the quality of tourism services in the selected rural area. Moreover, these are the key propositions to start an initiative for the improvement of tourism services in any undeveloped rural setting with a tourism offer. The results provide tourism organizers and local authorities with important visitors’ perpceptions pertaining to the quality of rural tourism service.

scholarly journals PERILAKU NELAYAN DALAM PENGELOLAAN WISATA BAHARI DI KAWASAN PANTAI LOVINA, BULELENG, BALI

2006 ◽  
Vol 2 (2) ◽  
Author(s):  
Siti Amanah ◽  
Hamidah Nayati Utami
Keyword(s):  
Management Behavior ◽  
Government Organization ◽  
Tourist Satisfaction ◽  
Tourism Management ◽  
Productive Activities ◽  
Beach Tourism ◽  
Learning Programs ◽  
Tourism Service ◽  
Tourism Services

Fishermen living around the Lovina Beach Tourism Area had other productive activities besides catching fishes. The fishermen living in coastal villages of Lovina offered services such as guides for tourists who were interested in diving, snorkeling, and watching dolphin’s attraction in their habitat. The objectives of this research were to portray the fishermen’s behavior in managing the tourism services and to determine the variables correlated to the fishermen behavior and the tourist satisfaction. The research showed that the fishermen’s competencies in managing the tourism related activities need improvement, especially in the management of coastal resources and services. Furthermore, all of the fishermen’ variables, whether internal or external, were positively and significantly correlated with their coastal tourism management behavior and the tourists satisfaction. It was recommended that along with the purposes of promoting tourism and the fishermen quality of life, learning programs that were developed based upon the fishermen’s problems and needs were required. The programs could include hospitality training, eco-tourism, and tourism management. Additionally, coordination amongst the fishermen groups, local government, non government organization, and private sector involved in these activities was needed to improve the performance of the tourism service.

Factors Affecting Satisfaction on the Quality of Tourism Services at Flamingo Dai Lai Resort

2021 ◽  
Vol 37 (1) ◽  
Author(s):  
Nguyen Thi Mai Huong ◽  
Bui Thi Quyen
Keyword(s):  
Regression Analysis ◽  
Strategic Planning ◽  
Service Quality ◽  
Linear Relationship ◽  
Ecological Environment ◽  
Factors Affecting ◽  
Tourism Service ◽  
Staff Behavior ◽  
Tourism Services

Determining the degree of influence of factors on tourism service quality is a useful tool for managers in strategic planning, planning tourism development. This study uses a questionnaire designed from the results of previous studies, surveying 117 customers who have stayed at Flamingo Dai Lai Resort to find out factors that affect the satisfaction of customers to the quality of tourism services of this resort. Regression analysis results show that there are 3 factors affecting the satisfaction of customers who have used the service here: Weather, climate, environment (Ecological environment); Staff behavior; Quality of infrastructure. The remaining factors are not enough to conclude a linear relationship with the satisfaction of customers who have come to this resort.

scholarly journals THE INFLUENCE OF SOFTWARE QUALITY HUMAN RESOURCES INFORlVlATION SYSTEM AND USER PARTICIPATION TOWARD USER SATISFACTION AS SYSTEM USER (Study in Human Resources Bureau Trisakti University)

2012 ◽  
Vol 11 (2) ◽  
pp. 139
Author(s):  
Yanuar Latief
Keyword(s):  
Information Systems ◽  
Human Resources ◽  
Software Quality ◽  
User Satisfaction ◽  
Positive Relationship ◽  
User Study ◽  
Positive Impact ◽  
User Participation ◽  
Coefficient Of Determination

The research on the influence of the quality of software human resources information systems and user pariticipation on user satisfaction in the Bureau of Human Resources Trisakti University. <br />The research purposes (1) Identify the effect of the quality of software human resources information system for user satisfaction as users of the system, (2) Identify the effect of user participation on user as users ofthe system (3) identification of the influence of the quality of software human resource information systems and participation user together to user satisfaction as users <br />of the system. <br />This research is descriptive and correlational research is to describe the characteristics of respondents and aims to determine the relationship between two or more variables. <br />The research was conducted at the Bureau of Human Resources University of Trisakti by respondents as many as 32 people and using correlational and regression analyzes. <br />The study found that the quality of the software (XI) and user participation (X2) either individually or group have a strong influence and positive impact on user satisfaction (Y) as the user s system. <br />From this study several can be drawn as follows: (I) there is a strong and positive relationship between software quality variables (Xl) to the satisfaction of the user 01 with r values of 0.584, (2) there is a strong and positive relationship between the variables user participation (X2) with user satisfaction (Y) with r value of 0.721 (3) The regression model obtained is Y = -2.125 + 0.304 software quality (Xl ) + 0.397 user participation (X2), (4) regression models can state that the variable quality of the software and user participation is jointly affect user satisfaction as users of the system. It is shown from ANOVA test results were obtained Fcount of 22.642 with a significance level of F = 0.000 which is much smaller than 0.05, (5) The coefficient of determination (R Square) of 0.610 implies that, 61.0% user satisfaction can be explained by a variety of software quality and variety of user participation, while the rest is explained by other factors. <br /><br />

scholarly journals Tourist Perception of Tourism Service Satisfaction (Case Study: Pantai Kelapa Forest Tourism in Tuban)

2021 ◽  
Vol 2 (1) ◽  
pp. 15
Author(s):  
Hendra Suwardana ◽  
Miftachul Munir ◽  
Muhammad Yusuf
Keyword(s):  
Data Reduction ◽  
Secondary Data ◽  
Tourist Attractions ◽  
Marine Tourism ◽  
Tourist Satisfaction ◽  
Tourism Service ◽  
Strongly Agree ◽  
Tourism Services

Pantai Kelapa forest tourism is one of the marine tourism objects in Tuban Regency which is quite well known  outside  the  region.  Pantai  Kelapa  has  several  rides  that  are  not  in ferior  when  compared  to  other beaches on the coast of Tuban. The purpose of this study was to determine the characteristics  of  tourists,  facilities,  services,  objects,  accessibility,  the  development  of  tourist  attractions  in  Pantai  Kelapa based on tourist  responses. The method used is descriptive qualitative, namely research that  describes,  summarizes  various  problems,  then  draws  to  the  surface  as  a  feature  or  description  of  certain   conditions,   situations   or   variables.   Data   collection   techniques   include   dat a   primary  (observation,  interview,  documentation)  and  secondary  data  (study  literature).techniques  analysis  covering  data  reduction  (data  reduction),  display  data  presentation),  (data  conclusion  drawing  (inference).  The  results  showed  that  the  tourists  're sponses  to  the  satisfaction  of  Pantai  Kelapa  tourism services, the satisfaction of Pantai Kelapa tourism services, were good. It was seen from the  respondents' answers strongly agree with 51% and 54% agree on the variables questionnaire given.  So from the  responses given by respondents, it can be concluded that the quality of service to tourists  is good. By doing this research, it is hoped that it can provide recommendations for the development  of rides according to the needs of tourists to increase tourist attractiveness and maintain naturalness  in  the  Pantai  Kelapa  tourism  area  so  that  tourist  satisfaction  with  services  in  Pantai  Kelapa  tourism  increases.  

scholarly journals Strategic approach to managing the quality of the services of the tourism enterprise

2019 ◽  
Vol 18 (2) ◽  
pp. 19-28
Author(s):  
Andriy Honcharov ◽  
Svitlana Honcharova
Keyword(s):  
Effective Control ◽  
Advantages And Disadvantages ◽  
Enterprise Application ◽  
Tourism Product ◽  
Strategic Approach ◽  
Product Service ◽  
Tourism Enterprises ◽  
Definition Of ◽  
Tourism Services

Modern competition in the tourism sector is characterized by extreme aggravation, a departure from price levers and, at the same time, a shift to quality and differentiation of services provided. Ensuring the competitive advantages becomes possible only by applying a strategic approach to managing the quality of a tourism enterprise activity. The main aspects of the strategic approach to the management of the quality of tourism enterprise services are investigated. Definition of quality of tourism services is specified. The main strategies that are most often used in the management of the quality of the tourism enterprise are identified, aimed at ensuring the compliance of tourism services with the requirements of normative documentation and aimed at ensuring the quality of the tourism product (service) in accordance with the requirements of consumers, their advantages and disadvantages are analyzed. Areas of improvement of quality management of tourism enterprises activity are proposed, the essence of which is the clear formulation of the mission of the enterprise, as well as strategic, tactical and operational plans; constant monitoring of the market, identification of changes in consumer requirements to the quality of the tourism product and the process of service provision; improvement of methods and forms of work with personnel of the organization; creation of an effective control system at the enterprise; application of the latest technologies and modern equipment; constant targeted search and use of quality reserves.

scholarly journals The quality of tourism destination – integrated quality management

2009 ◽  
Vol 57 (6) ◽  
pp. 361-368 ◽  
Author(s):  
Ida Vajčnerová
Keyword(s):  
Quality Management ◽  
Strategic Alliance ◽  
Tourism Development ◽  
Unified Approach ◽  
The Czech Republic ◽  
Tourism Product ◽  
European System ◽  
Tourism Organization ◽  
Tourism Services

The paper deals with the quality of tourism services. It mentions various ways of approaching quality management, such as the standards of quality, systems based on ISO standards and systems of complex quality management. It describes approaches applied in the Czech Republic and points out the difficulty keeping the quality in tourism. Tourism services are not offered individually, which is why it is necessary to assess the quality of a whole complex of services within the frame of a tourism product or a tourist destination. The level of tourists' satisfaction is not based on the quality of individual tou­rism services or a destination product but it arises from their overall impression which is formed from the hospitality of local inhabitants, the willingness of employees, the cleanness of the environment, security and so on. The presumption of maintaining the quality of a destination is a unified approach of all participants in tourism development that can be reached by various forms of cooperation. Crea­ting a strategic alliance is one of such possibilities. The main objective of the article is to introduce the European system of Integrated Quality Management (IQM) and the tool for assessing the qua­li­ty in a destination “Qualitest”. The Integrated Quality Management is an approach based on the cooperation of all areas taking part in tourism development in a destination. The qua­li­ty is assessed in a complex way with respect to tourism development impacts on local inhabitants and the environment. “Qualitest” is made of 16 indexes that are focused on the quality of a destination and the quality of a product. Each index is evaluated by three indicators that asses the quality of conditions (QPCI), the quality of management (QMI) and the quality of a destination performance (QPI). These indicators combine qualitative as well as quantitative values. The precondition for using “Qualitest” in our destinations is the existence of a functional tourism organization fulfilling the task of destination management, the results of the survey concerning the satisfaction of visitors and ser­vi­ce suppliers in a destination and the cooperation with public sector for the purpose of obtaining data for QPI (police, municipal authorities, trade supervisory office). Such materials provide a methodical base for accomplishing “Qualitest” in a suitable destination.

Quality Enhancement in Designing E-Tourism Service Systems

2015 ◽  
pp. 43-63 ◽  
Author(s):  
Ye Wang ◽  
Jie Sun
Keyword(s):  
Quantitative Analysis ◽  
Services Quality ◽  
Service Systems ◽  
Quality Enhancement ◽  
Important Indicator ◽  
Core Set ◽  
Tourism Service ◽  
Tourism Services

With many e-tourism businesses providing same or similar services, quality has become an important indicator for good e-tourism services. Yet, Quality of Tourism Service (QoTS) is usually difficult to handle due to a set of characteristics. In this chapter, the authors have identified a core set of common QoTSs such as performance, reliability and security through the investigation of several e-tourism systems. This chapter will first give precise definitions to a set of QoTSs and then present detailed metrics for these QoTSs. Besides, this chapter will provide a way to quantitative analysis of different QoTSs and finally introduce how to use a partition-based architecture to improve the performance and reliability of tourism services.

Sign in / Sign up

Export Citation Format

Share Document