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Service Quality of Troy: An Importance-satisfaction Analysis

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  • Yurtseven, Huseyin Ridvan

Abstract

The 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.

Suggested Citation

  • Yurtseven, Huseyin Ridvan, 2005. "Service Quality of Troy: An Importance-satisfaction Analysis," MPRA Paper 25396, University Library of Munich, Germany, revised 25 Feb 2006.
  • Handle: RePEc:pra:mprapa:25396
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    File URL: https://mpra.ub.uni-muenchen.de/25396/1/MPRA_paper_25396.pdf
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    More about this item

    Keywords

    service quality of heritage sites; importance-satisfaction analysis; Troy;

    JEL classification:

    • O1 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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