Tourist satisfaction in Singapore – a perspective from Indonesian tourists
説明
<jats:p>This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.</jats:p>
収録刊行物
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- Managing Service Quality: An International Journal
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Managing Service Quality: An International Journal 13 (5), 399-411, 2003-10-01
Emerald
