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

Fotiadis A., KOZAK M.

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

  • 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


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.