IDEAS home Printed from
   My bibliography  Save this paper

Service Quality of Troy: An Importance-satisfaction Analysis


  • Yurtseven, Huseyin Ridvan


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

    Download full text from publisher

    File URL:
    File Function: original version
    Download Restriction: no

    More about this item


    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


    Access and download statistics


    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:pra:mprapa:25396. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Joachim Winter). General contact details of provider: .

    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.

    We have no references for this item. You can help adding them by using 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.