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A comparison of the effectiveness of...

Panton, Diane Ruth.

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A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.

Record Type:	Electronic resources : Monograph/item
Title/Author:	A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry./
Author:	Panton, Diane Ruth.
Description:	118 p.
Notes:	Source: Masters Abstracts International, Volume: 38-02, page: 0348.
Contained By:	Masters Abstracts International38-02.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MQ43196
ISBN:	0612431967

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.
Panton, Diane Ruth.

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry. - 118 p.

Source: Masters Abstracts International, Volume: 38-02, page: 0348.

Thesis (M.Sc.)--University of Guelph (Canada), 1999.

This thesis is an investigation of the relative effectiveness of two models (the Performance Only and the Expectancy-Disconfirmation model) in determining the satisfaction of tourists attending the Winterlude Festival in Ottawa-Hull, Canada. The study was a replication of the work of Yuksel and Rimmington (1998). Each of 119 tourists completed a mailback survey inquiring about his/her satisfaction with five components of tourism (ambience, attractions, accommodations, food services and transportation). The results indicate that the Performance Only model is a more effective model for predicting tourists' overall satisfaction based on their intent to recommend or return to the Festival. In addition, the results showed that the ambience component of tourism had the greatest effect on overall satisfaction with the Festival. Plus, the elements which affect overall satisfaction with each of the components vary from component to component. Finally, the ambience component illustrated the greatest effect on tourists' stated behaviour intentions.

ISBN: 0612431967Subjects--Topical Terms:

1017573
Business Administration, Marketing.

A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.
LDR:01969nmm 2200289 4500 001 1814300
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008 130610s1999 eng d
020 $a 0612431967
035 $a (UnM)AAIMQ43196
035 $a AAIMQ43196
040 $a UnM $c UnM
100 1 $a Panton, Diane Ruth. $3 1903773
245 1 2 $a A comparison of the effectiveness of two models in measuring customer satisfaction in the tourism industry.
300 $a 118 p.
500 $a Source: Masters Abstracts International, Volume: 38-02, page: 0348.
500 $a Adviser: Anne Wilcock.
502 $a Thesis (M.Sc.)--University of Guelph (Canada), 1999.
520 $a This thesis is an investigation of the relative effectiveness of two models (the Performance Only and the Expectancy-Disconfirmation model) in determining the satisfaction of tourists attending the Winterlude Festival in Ottawa-Hull, Canada. The study was a replication of the work of Yuksel and Rimmington (1998). Each of 119 tourists completed a mailback survey inquiring about his/her satisfaction with five components of tourism (ambience, attractions, accommodations, food services and transportation). The results indicate that the Performance Only model is a more effective model for predicting tourists' overall satisfaction based on their intent to recommend or return to the Festival. In addition, the results showed that the ambience component of tourism had the greatest effect on overall satisfaction with the Festival. Plus, the elements which affect overall satisfaction with each of the components vary from component to component. Finally, the ambience component illustrated the greatest effect on tourists' stated behaviour intentions.
590 $a School code: 0081.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Recreation. $3 535376
650 4 $a Sociology, Theory and Methods. $3 626625
690 $a 0338
690 $a 0814
690 $a 0344
710 2 0 $a University of Guelph (Canada). $3 1018650
773 0 $t Masters Abstracts International $g 38-02.
790 1 0 $a Wilcock, Anne, $e advisor
790 $a 0081
791 $a M.Sc.
792 $a 1999
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=MQ43196