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Efficacy of Alternative Service Quality Measures to Predict Satisfaction and Future Intention
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作者 Joohyun Lee 《Journal of Tourism and Hospitality Management》 2022年第2期64-73,共10页
Purpose:This research focuses on comparing various service quality measures including disconfirmation measures(performance-minus-importance and performance-minus-expectation),performance-only measure,and importance-we... Purpose:This research focuses on comparing various service quality measures including disconfirmation measures(performance-minus-importance and performance-minus-expectation),performance-only measure,and importance-weighted measures(importance-weighted performance-only and importance-weighted disconfirmation)in a festival setting.It also explores the relationship between the constructs of service quality and other variables including visitors’perceptions of overall service quality,overall satisfaction,and future intentions.Reliability,convergent validity,discriminant validity,and predictive validity of five service quality measures are tested and compared.The result shows that the importance-weighted performance-only measure exhibits the highest reliability and validity. 展开更多
关键词 service quality measures overall quality overall satisfaction future intention
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