IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i21p15303-d1267614.html
   My bibliography  Save this article

Events-Based Service Quality and Tourism Sustainability: The Mediating and Moderating Role of Value-Based Tourist Behavior

Author

Listed:
  • Ali Alsiehemy

    (Marketing Department, University of Tabuk, Tabuk 47512, Saudi Arabia)

Abstract

The tourism industry thrives on a multifaceted nexus among service quality, tourist satisfaction, delight, and sustainability. In particular, the tourism industry in Saudi Arabia brings prosperity and economic support by organizing cultural festivals and events in Riyadh. Therefore, this study investigates the direct effects of service quality on tourist satisfaction, delight, and sustainability. Additionally, this study also examines the mediating role of tourist satisfaction and delight on the one hand and the moderating role of trip experience and value. Employing a quantitative research approach, this study used a structured survey questionnaire to collect data from 430 international tourists who visited festivals and events in Riyadh, Saudi Arabia. Using Smart PLS, SEM was used to test the hypotheses. The findings revealed a strong positive effect of service quality on tourist satisfaction and delight and, in turn, on tourism sustainability. Tourist satisfaction and delight mediate the relationship between service quality and tourism sustainability. This study further established significant moderating effects between trip value and service quality on tourist delight. Accordingly, the tourism industry should prioritize high service quality as it significantly influences tourist perceptions and sustainable outcomes. Additionally, trip experiences and higher service quality lead to higher tourist satisfaction and delight. Furthermore, while not directly determining satisfaction, perceived value plays a pivotal role in strengthening tourist delight when combined with top-tier service quality.

Suggested Citation

  • Ali Alsiehemy, 2023. "Events-Based Service Quality and Tourism Sustainability: The Mediating and Moderating Role of Value-Based Tourist Behavior," Sustainability, MDPI, vol. 15(21), pages 1-21, October.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:21:p:15303-:d:1267614
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/21/15303/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/21/15303/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Thomas Schillemans, 2013. "Moving Beyond The Clash of Interests: On stewardship theory and the relationships between central government departments and public agencies," Public Management Review, Taylor & Francis Journals, vol. 15(4), pages 541-562, May.
    2. Jarvis, Diane & Stoeckl, Natalie & Liu, Hong-Bo, 2016. "The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning," Tourism Management, Elsevier, vol. 52(C), pages 1-18.
    3. Manolis Manioudis & Giorgos Meramveliotakis, 2022. "Broad strokes towards a grand theory in the analysis of sustainable development: a return to the classical political economy," New Political Economy, Taylor & Francis Journals, vol. 27(5), pages 866-878, September.
    4. Ko Koens & Albert Postma & Bernadett Papp, 2018. "Is Overtourism Overused? Understanding the Impact of Tourism in a City Context," Sustainability, MDPI, vol. 10(12), pages 1-15, November.
    5. Shahbaz Sharif & Rab Nawaz Lodhi & Vipin Jain & Paritosh Sharma, 2022. "A dark side of land revenue management and counterproductive work behavior: does organizational injustice add fuel to fire?," Journal of Public Procurement, Emerald Group Publishing Limited, vol. 22(4), pages 265-288, October.
    6. Lai, Wen-Tai & Chen, Ching-Fu, 2011. "Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement," Transport Policy, Elsevier, vol. 18(2), pages 318-325, March.
    7. Jan Boon, 2018. "Moving the governance of shared service centres (SSCs) forward: juxtaposing agency theory and stewardship theory," Public Money & Management, Taylor & Francis Journals, vol. 38(2), pages 97-104, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Xingwang Zhang & Jie Xin, 2024. "Analyzing Price Discrimination in Tourism Through Tripartite Evolutionary Game Theory: A Focus on Value Co-Creation," SAGE Open, , vol. 14(3), pages 21582440241, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zamparini, L. & Domènech, A. & Miravet, D. & Gutiérrez, A., 2022. "Green mobility at home, green mobility at tourism destinations: A cross-country study of transport modal choices of educated young adults," Journal of Transport Geography, Elsevier, vol. 103(C).
    2. Xuan Phuong Nguyen, 2019. "The Bus Transportation Issue And People Satisfaction With Public Transport In Ho Chi Minh City ," Journal of Mechanical Engineering Research & Developments (JMERD), Zibeline International Publishing, vol. 42(1), pages 10-16, January.
    3. Hui Wang & Yao Xu, 2024. "Optimized Decision-Making for Multi-Market Green Power Transactions of Electricity Retailers under Demand-Side Response: The Chinese Market Case Study," Energies, MDPI, vol. 17(11), pages 1-15, May.
    4. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    5. Jing Pan & Haoran Yang & Zihao Wang & Bo Peng & Shaoning Li, 2025. "Optimizing Sustainable Tourism: A Multi-Objective Framework for Juneau and Beyond," Sustainability, MDPI, vol. 17(16), pages 1-19, August.
    6. Bruno S. Frey & Andre Briviba, 2019. "Historical Replication Preserves Cultural Heritage," CREMA Working Paper Series 2019-09, Center for Research in Economics, Management and the Arts (CREMA).
    7. Shiwei Shen & Marios Sotiriadis & Qing Zhou, 2020. "Could Smart Tourists Be Sustainable and Responsible as Well? The Contribution of Social Networking Sites to Improving Their Sustainable and Responsible Behavior," Sustainability, MDPI, vol. 12(4), pages 1-21, February.
    8. Pravee Kruachottikul & Pinnaree Tea-makorn & Poomsiri Dumrongvute & Solaphat Hemrungrojn & Natawut Nupairoj & Ornsiree Junchaya & Sukrit Vinayavekhin, 2024. "MediGate: a MedTech product innovation development process from university research to successful commercialization within emerging markets," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-43, December.
    9. Drevs, Florian & Tscheulin, Dieter K. & Lindenmeier, Jörg & Renner, Simone, 2014. "Crowding-in or crowding out: An empirical analysis on the effect of subsidies on individual willingness-to-pay for public transportation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 59(C), pages 250-261.
    10. Nazmul Arefin Khan & Muhammad Ahsanul Habib, 2018. "Evaluation of Preferences for Alternative Transportation Services and Loyalty towards Active Transportation during a Major Transportation Infrastructure Disruption," Sustainability, MDPI, vol. 10(6), pages 1-14, June.
    11. Hugo Padrón-Ávila & Raúl Hernández-Martín, 2019. "Preventing Overtourism by Identifying the Determinants of Tourists’ Choice of Attractions," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    12. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    13. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    14. Eric N. AIDOO & William AGYEMANG & Jane E. MONKAH & Francis K. AFUKAAR, 2013. "pASSENGER’S SATISFACTION WITH PUBLIC BUS TRANSPORT SERVICES IN GHANA: A CASE STUDY OF KUMASI–ACCRA ROUTE," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 8(2), pages 33-44, May.
    15. M. Eshaq Stanikzai & Ella Mittal, 2025. "Leveraging AI-generated and human-generated content for maximized user engagement in contentpreneurs’ innovation and creativity," Journal of Innovation and Entrepreneurship, Springer, vol. 14(1), pages 1-28, December.
    16. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
    17. María Redondo-Carretero & Carmen Camarero-Izquierdo & Ana Gutiérrez-Arranz & Javier Rodríguez-Pinto, 2017. "Language tourism destinations: a case study of motivations, perceived value and tourists’ expenditure," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 41(2), pages 155-172, May.
    18. Kamran Khan & Thomas Henschel, 2024. "LCT-Based Framework for the Assessment of Sustainability: From the Perspective of Literature Review," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 175(3), pages 1-20, December.
    19. Machado-León, José Luis & de Oña, Rocío & de Oña, Juan, 2016. "The role of involvement in regards to public transit riders' perceptions of the service," Transport Policy, Elsevier, vol. 48(C), pages 34-44.
    20. Jelena Đurkin Badurina & Daniela Soldić Frleta, 2021. "Tourism Dependency and Perceived Local Tourism Governance: Perspective of Residents of Highly-Visited and Less-Visited Tourist Destinations," Societies, MDPI, vol. 11(3), pages 1-13, July.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:21:p:15303-:d:1267614. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.