Managing the perception of service quality; the importance of understanding differences between demographic and behavioural customer segments amongst theme park visitors

Fotiadis, Anestis; KOZAK, METİN

doi:10.1108/f-01-2016-0016

Managing the perception of service quality; the importance of understanding differences between demographic and behavioural customer segments amongst theme park visitors

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Fotiadis A., KOZAK M.

FACILITIES, vol.35, pp.486-510, 2017 (ESCI)

Publication Type: Article / Article
Volume: 35
Publication Date: 2017
Doi Number: 10.1108/f-01-2016-0016
Journal Name: FACILITIES
Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
Page Numbers: pp.486-510
Keywords: Cluster analysis, Taiwan, Service quality, Importance-performance analysis, Theme parks, Visitor satisfaction, Visitor segmentation, Time cost, IMPORTANCE-PERFORMANCE, SATISFACTION, SCALE, INTENTION, MODEL
Dokuz Eylül University Affiliated: Yes

Abstract

Purpose - The aim of this study was to investigate the differences in the perception of service quality among various demographic and behavioural visitor segments within the theme park tourism market.