Service Quality of Troy: An Importance-satisfaction Analysis
AbstractThe main purpose of this study was to measure Troy visitors’ perceptions of service quality in terms of importance and satisfaction by visitor types. Troy visitors were categorized into four different types: the scholar, the general, the student, and the reluctant. The significant finding of this research has been that the importance service elements of the scholar visitors were perceived not to be present, while the majority of these elements were perceived to be present in Troy for the general, the student and the reluctant visitor. Perceptions of service quality by Troy visitors are not homogeneous. Consequently, specific and differentiated offers should be designed by the site organization for each type of visitor. The advantage of using importance-satisfaction analysis in this research is to underline the major service quality elements of heritage sites which are given high importance and perceived to be present by visitor types.
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Bibliographic InfoPaper provided by University Library of Munich, Germany in its series MPRA Paper with number 25396.
Date of creation: 10 Oct 2005
Date of revision: 25 Feb 2006
Publication status: Published in TOURISMOS: An International Multidisciplinary Refereed Journal of Tourism 2.1(2006): pp. 61-75
service quality of heritage sites; importance-satisfaction analysis; Troy;
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