The main and interaction effects of package tour dimensions on the Russian tourists' satisfaction

Albayrak, T., Caber, M., Hutcheson, G. and Moutinho, L. (2016) The main and interaction effects of package tour dimensions on the Russian tourists' satisfaction. Journal of Quality Assurance in Hospitality and Tourism, 17(3), pp. 274-289. (doi: 10.1080/1528008X.2015.1048921)

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Abstract

This study aims to identify the effects of package tour dimensions on overall customer satisfaction. A literature review and analysis of data obtained from 4029 Russian tourists visiting Antalya, Turkey, enabled the authors to identify the dimensions of a typical package tour process. Thereafter, the main and interaction effects of package tour dimensions (‘Flight,’ ‘Transfer Services,’ ‘Vehicle,’ ‘Info,’ ‘Hotel.’ and ‘Guide’) on overall customer satisfaction were tested by ordinal regression analysis. Inclusion of the interaction effects between ‘Transfer Services’ and ‘Vehicle’ and between ‘Guide’ and ‘Info,’ significantly improved the research model. This result indicates that low performance of ‘Vehicle’ and ‘Info’ can be tolerated by well-organized ‘Transfer Services’ and professional ‘Guide’ services.

Item Type:Articles
Status:Published
Refereed:Yes
Glasgow Author(s) Enlighten ID:Albayrak, Professor Tahir and Moutinho, Professor Luiz
Authors: Albayrak, T., Caber, M., Hutcheson, G., and Moutinho, L.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Journal of Quality Assurance in Hospitality and Tourism
Publisher:Routledge (Talor and Francis)
ISSN:1528-008X
ISSN (Online):1528-0098
Published Online:14 February 2016
First Published:First published in Journal of Quality Assurance in Hospitality & Tourism 17(3):274-289
Publisher Policy:Copyright © 2016 Taylor and Francis

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