An Evaluation of the Attractiveness of a Tourist Product (SERVQUAL Method)
DOI:
https://doi.org/10.18778/0867-5856.12.1.03Keywords:
tourist service quality, tourist attraction, SERVQUAL methodAbstract
The article presents an attempt to use the SERVQUAL evaluation method for judging the tourist attractiveness of Rogalin Palace, a branch of the Poznan National Museum. A questionnaire survey was carried out among 102 visitors which pointed to those elements that determined their satisfaction. With the use of a graphic analysis of their expectations and perception, strong and weak points of the attraction were identified.
Downloads
References
Anders P., Łęcki W., Maluśkiewicz P. (red.), 1992, Słownik krajoznawczy Wielkopolski, PWN, Warszawa-Poznań.
Google Scholar
Antkowiak W., Bednorz L., Szczepanik-Janyszek M., 1993, Dęby rogalińskie - ich stan obecny i perspektywy ochrony, „Przegląd Przyrodniczy", nr 3, s. 91-94.
Google Scholar
Augustyn M., Samuel K., 1998, Service Quality and Tourism, „Journal of Travel Research", no. 37(1), s. 71-76.
Google Scholar
DOI: https://doi.org/10.1177/004728759803700110
Babakus E., Mangold W., 1992, Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, „Health Services Research", no. 26(6), p. 767-786.
Google Scholar
Baker D., Crompton J., 2000, Quality, Satisfaction and Behavioral Intentions, "Annals of Tourism Research", no. 27(3), p. 785-804.
Google Scholar
DOI: https://doi.org/10.1016/S0160-7383(99)00108-5
Beck L., Cable T., 1998, Interpretation for 21th Century. Fifteen Guiding Principles for Interpreting Nature and Culture, Sagamore Publishing, Champaign, Il.
Google Scholar
Blockley M., 1996, Multimedia for the Terrified Luddite, „Journal of Interpretation”, no. 1(2).
Google Scholar
Brzeziński Z., 1996, Metodologia badań psychologicznych, PWN, Warszawa.
Google Scholar
Chade D., Matson J., 1995, Customer Satisfaction in Tourist Service Encounters, „Journal of Travel and Tourism Marketing", no. 4.
Google Scholar
DOI: https://doi.org/10.1300/J073v04n04_08
Cliff A., Ryan C., 1994, Do Travel Agencies Measure Up to Customer Expectation? An Empirical Investigation of Travel Agencies' Service Quality as Measured by SERVQUAL, Proceedings of Conference on Tourism Down Under. Massey University, 6-9 December, p. 553-577.
Google Scholar
Danaher P., Arweiler N., 1996, Customer Satisfaction in the Tourist Industry: A Case Study of Visitors to New Zealand, „Journal of Travel Research", no. 35(1), p. 89-94.
Google Scholar
DOI: https://doi.org/10.1177/004728759603500113
Dunn Ross E. L., Iso-Ahola S. E., 1991, Sightseeing Tourists' Motivation and Satisfaction, „Annals of Tourism Research", no. 18, p. 226-237.
Google Scholar
DOI: https://doi.org/10.1016/0160-7383(91)90006-W
Ekinci Y., Riley M., 2001, Validating Quality Dimensions, "Annals of Tourism Research", no. 28(1), p. 201-223.
Google Scholar
DOI: https://doi.org/10.1016/S0160-7383(00)00029-3
Ferguson A.G., Takane Y., 1997, Analiza statystyczna w psychologii i pedagogice, PWN, Warszawa.
Google Scholar
Geva A., Goldman A., 1991, Satisfaction Measurement in Guided Tours, „Annals of Tourism Research", vol. 18, p. 177-185.
Google Scholar
DOI: https://doi.org/10.1016/0160-7383(91)90002-S
Gołembski G., 1999, Integrated Quality Management - Kształtowanie jakości produktu turystycznego w regionie, „Ruch Prawniczy, Ekonomiczny i Socjologiczny". t.3. z.4, p. 221-231.
Google Scholar
Haber S., Lerner M., 1999, Correlates of Tourist Satisfaction, "Annals of Tourism Research", no. 18(1), p. 197-201.
Google Scholar
DOI: https://doi.org/10.1016/S0160-7383(98)00060-7
Knudson D.. Cable T., Beck L., 1999, Interpretation of Cultural and Natural Resources, Venture Publishing, Inc. Cato Avenue, State College, PA.
Google Scholar
Kozak M., Rimington M., 2000, Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. „Journal of Travel Research", no. 38(3), p. 260-270.
Google Scholar
DOI: https://doi.org/10.1177/004728750003800308
Loomis R., 1996, How do we know what the visitor knows?: Learning from interpretation, „Journal of Interpretation Research", no. 1(1).
Google Scholar
DOI: https://doi.org/10.1177/109258729600100105
Martilla J., James J., 1977, Importance-Performance Analysis, „Journal of Marketing", no. 41(1), p. 77-79.
Google Scholar
DOI: https://doi.org/10.1177/002224297704100112
Nowacki M., 1999, Atrakcje turystyczne, dziedzictwo i jego interpretacja - jako produkt turystyczny. „Problemy Turystyki", vol. 22, nr (2), s. 5-12.
Google Scholar
Nowacki M., 2000a, Analiza potencjału atrakcji krajoznawczej: Muzeum Narodowe Rolnictwa w Szreniawie, „Problemy Turystyki", nr 23(1-2), s. 45-60.
Google Scholar
Nowacki M., 2000b, Rola interpretacji dziedzictwa w zarządzaniu atrakcjami krajoznawczymi, „Problemy Turystyki", (w druku).
Google Scholar
Nowacki M., 2001, Analiza jakości produktu atrakcji turystycznych na przykładzie muzeów i innych obiektów dziedzictwa zachodniej Polski, „Muzealnictwo", (w druku).
Google Scholar
Parasuraman A., Zeithaml V., Berry L., 1988, SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, „Journal of Retailing", no. 64(1), p. 12-40.
Google Scholar
Parasuraman A., Zeithaml V., Berry L., 1990, Delivering Quality Service, Free Press, New York.
Google Scholar
Plenzler A., 2000, Panowie na Rogalinie, [w:] Z. Rola (red.), Tajemnicza Wielkopolska, Zysk i S-ka, Poznań.
Google Scholar
Prentice R. C., 1998. Tourism as Experience: The Case of Heritage Parks, "Annals of Tourism Research", no. 25 (1). p. 1-24.
Google Scholar
DOI: https://doi.org/10.1016/S0160-7383(98)00084-X
Regnier K., Gross M., Zimmerman R., 1994, The Interpreter’s Guidebook. Techniques for Programs and Presentations, Interpreter's Handbook Series, UW-SP Foundation Press Inc, University of Wisconsin.
Google Scholar
Ryan C., 1995, Researching Tourist Satisfaction. Issues, concepts, problems, Routledge, London and New York.
Google Scholar
Spreng R. A., Mackenzie S. B., Olshavsky, 1996, A Re- Examination of the Determinants of Consumer Satisfaction, „Journal of Marketing”, no. 60(3), p. 15-22.
Google Scholar
DOI: https://doi.org/10.2307/1251839
Uchwała Nr XLV/237/94 Rady Gminy Mosina z 16 marca 1994 r. w sprawie utworzenia Zespołu Przyrodniczo-Krajobrazowego na terenie lęgów rogalińskich, Dz. Urz. Woj. Poznańskiego, nr 5, poz. 51.
Google Scholar
Visitor Attractions Inspection Scheme (1995). Criteria and Application Form. Scottish Tourist Board. Edinburgh.
Google Scholar
Weiermair K., Fuchs M., 1999, Measuring Tourist Judgment on Service Quality, "Annals of Tourism Research", no. 26(4), p. 1004-1021.
Google Scholar
DOI: https://doi.org/10.1016/S0160-7383(99)00037-7
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
