اخبار و اعلانات
آمار
| تعداد نشریات | 61 |
| تعداد شمارهها | 2,211 |
| تعداد مقالات | 17,984 |
| تعداد مشاهده مقاله | 55,234,029 |
| تعداد دریافت فایل اصل مقاله | 28,907,452 |
تاثیر کیفیت خدمات گردشگری بر وفاداری به مقصد گردشگری با توجه به نقش میانجی تصویر ذهنی از مقصد گردشگری و رضایت گردشگران | ||
| فصلنامه مطالعات مدیریت گردشگری | ||
| مقاله 5، دوره 12، شماره 40، دی 1396، صفحه 115-153 اصل مقاله (2.78 M) | ||
| نوع مقاله: مقاله پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22054/tms.2018.19440.1534 | ||
| نویسندگان | ||
| کامبیز حیدرزاده* 1؛ کبری نجفی2؛ سیدعلی حسینی3 | ||
| 1عضو هیات علمی تمام وقت دانشگاه آزاد اسلامی علوم و تحقیقات | ||
| 2دانشجو | ||
| 3فارغ التحصیل | ||
| چکیده | ||
| هدف مطالعه بررسی تاثیر کیفیت خدمات گردشگری بر وفاداری به مقصد با توجه به نقش میانجی تصویرذهنی از مقصد و رضایت گردشگران است. تحقیق با هدف کاربردی و روش توصیفی و پیمایشی و با بکارگیری پرسشنامه پاسخ بسته در گردآوری اطلاعات انجام گرفته است. نمونه آماری را 388 نفر از گردشگران (تابستان 1395) مکانهای پربازدید استان قزوین تشکیل داده است. مدل پژوهش با معادلهیابی ساختاری بررسی و نتایج حاکی است که کیفیت خدمات گردشگری بر رضایت و تصویرذهنی گردشگری و همچنین تصویرذهنی بر رضایت و وفاداری و رضایت بر وفاداری به مقصد گردشگری تاثیر میگذارد. نقش میانجی رضایت و تصویرذهنی در رابطه بین کیفیت خدمات گردشگری و وفاداری به مقصد گردشگری و در نهایت نقش میانجی تصویرذهنی در رابطه بین کیفیت خدمات گردشگری و رضایت گردشگران مورد تایید قرار گرفت. | ||
| کلیدواژهها | ||
| کیفیت خدمات گردشگری؛ تصویر ذهنی از مقصد گردشگری؛ رضایت گردشگران؛ وفاداری به مقصد گردشگری | ||
| مراجع | ||
|
زنگنه، یعقوب، و شمس الله زاده، یاسر. (1391). بررسی و تحلیل نقش تصویر مقصد در توسعه صنعت گردشگری (مطالعه موردی: کلان شهر تبریز)، نشریه علمی- پژوهشی جغرافیا برنامه ریزی (دانشکده علوم محیط و معماری)، سال 16، شماره 41، صص 168-153. غفاری، محمد، رضایی دولت آبادی، حسین، و دهقانی اناری، فرشید. (1393). تحلیل عوامل مؤثر بر وفاداری گردشگران به مقاصد گردشگری (مورد مطالعه: گردشگران خارجی سفرکرده به شهر اصفهان)، مدیریت فرهنگ سازمانی دوره 12، شماره 3. فنی، زهره؛ برغمدی، مجتبی؛ اسکندرپور، مجید و سلیمانی، منصور. (1391). سنجشمیزان رضایتمندیگردشگرانشهرگرگان. فصلنامهعلمیپژوهشیمطالعاتمدیریتگردشگری، دوره 7، شماره 20، صص 48-31. کاظمی، علی، غفاری، محمد، کنجکاو منفرد، امیررضا، و تسلیمی بابلی، امین. (1394). بررسی تاثیر احساس تعلق به مقاصد گردشگری بر رضایت و وفاداری گردشگر (مطالعه موردی: گردشگران خارجی سفر کرده به شهر اصفهان). مجله برنامه ریزی و توسعه گردشگری، سال چهارم، شماره 12، صص 52-34. مروتی شریف آبادی، علی، عزیزی، فاطمه، و جمشیدی، زینت. (1395). تحلیلعواملمؤثربررضایتگردشگرانداخلیاستانیزدبااستفاده ازمدلدیمتلفازی. فصلنامهمطالعاتمدیریتگردشگری، سال یازدهم، شماره 33، صص 104-85. Akroush, M. N., Jraisat, L. E. Kurdieh D. J., AL-Faouri R. N. and T. Qatu L. (2016),"Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives ", Tourism Review, Vol. 71 Iss 1 pp. 18 – 44
Aldlaigan H.A., Buttle, F. (2002), “SYSTERA-SQ: a new measure of bank service quality” , International Journal of Service Industry Management,Vol. 13, No. 4.
Allenby, G. M. and Lenk, P. J. (1995). Reassessing Brand Loyalty, Price Sensitivity, and Merchandising Effects on Consumer Brand Choice, Journal of Business and Economic Statistics, 13 (3): 281–289.
Arasl, H. & Baradarani, S. (2014). European Tourist Perspective on Destination Satisfaction in Jordan’s industries. Procedia - Social and Behavioral Sciences, 109, 1416 – 1425.
Alexandris, K., Douka, S., Papadopoulos, P. and Kaltsatou, A. (2008), “Testing the role of service quality on the development of brand associations and brand loyalty”, Managing Service Quality, Vol. 18 No. 3, pp. 239-254.
Alegre, J. & Jaume, G. (2010). Tourist satisfication and dissatisfaction. Annals of tourism research, 37(1), 52-73.
Armstrong, R.W., Mok, C., Go, F.M. and Chan, A. (1997), “The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry”, International Journal of Hospitality Management, Vol. 16 No. 2, pp. 181-190.
Atilgan, E., Akinci, S. and Aksoy, S. (2003), “Mapping service quality in the tourism industry”, Managing Service Quality, Vol. 13, No. 5, pp. 412-422.
Aaker, David. A. (1991). Managing Brand Equity. New York: Free Press.
Baloglu S. 2001. An investigation of loyalty typology and the multidestination loyalty of international tourists. Tourism Analysis, 6: 41–52.
Banyai, M. (2009). The Image of Tourism Destination: A Case Study of Dracula Tourism, (MA Dissertations). Uniersity of Waterloo.
Baker D, Crompton J. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27 (3): 785–804.
Berry, L.L., Wall, E.A. and Carbone, L.P. (2006), “Service clues and customer assessment of the service experience: lessons from marketing”, The Academy of Management Perspectives Archives, Vol. 20, No. 2, pp. 43-57.
Bigné, J.E., Sanchez, M.I. and Sanchez, J. (2001), “Tourism image, evaluation variables and after purchase behaviour: inter-relationship”, Tourism Management, Vol. 22, No. 6, pp. 607-616.
Coshall, John T. & Charlesworth, Richard. (2011). “A management orientated approach to combination forecasting of tourism demand”, Tourism Management, 32, PP: 759-769.
Court BC, Lupton RA. (1997). Customer portfolio development: modeling destination adopters, inactives, and rejecters. Journal of Travel Research, 36(1), 35–43.
Clemes, D. M., Gan, C., Ren, M., (2011), Synthesizing the Effects of Service Quality, Value, and Customer Satisfaction on Behavioral Intentions in the Motel Industry: An Empirical Analysis, Journal of Hospitality & Tourism Research, Volume . 35, Issue 4.
Caruana A, Money AH, Berthon PR. (2000). Service quality and satisfaction: the moderating role of value. European Journal of Marketing, 34 (11/12), 1338–1352.
Cronin J, Taylor S. 1992.Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (3), 125–131.
Cronin JJ, Brady MK, Hult GT. (2000). Assessing the effects of quality, value, customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.
Chen, C.-F. and Tsai, D. (2007), “How destination image and evaluative factors affect behavioral intentions?”, Tourism Management, Vol. 28, No. 4, pp. 1115-1122.
Chen, C. (2008), “Investigating structural relationships between service quality, perceived value, satisfaction and behavioral intentions for air passengers: Evidence from Taiwan”, Journal of Transportation Research, part A, Vol. 42.
Chi, C.G.Q. and Qu, H. (2008), “Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: an integrated approach”, Tourism Management, Vol. 29 No. 4, pp. 624-636.
Choi, T.Y. and Chu, R.K.S. (1998), “Consumer perceptions of the quality of services in three hotel categories in Hong Kong”, Journal of Vacation Marketing, Vol. 5, No. 2, pp. 176-189.
Doswill, R. (2005). Tourism Management, Fundamentals, Strategies and Impacts, Translated by Arabi, S. M., and Izadi, D., Cultural Research Bureau, Third Edition.
Demir, S. (2013), “The relationship among expectation, perceived quality-value and satisfaction: a study on undergraduate students of tourism”, International Journal of Human Science, Vol. 10, No. 1, pp. 307-324.
Engel, J. F., Blackwell, R. D. and Miniard, P. W. (1995), Consumer Behavior, 8th ed., U.S.A: Dryden Press.
Elliott, Jams, (1997). Tourism: Politics and Public sector management, Londan: Routledye.
Fourie, Johan & Santana-Gallego, María. (2011). “The impact of mega-sport events on tourist arrivals”, Tourism Management, xxx, PP: 1- 7.
Fornell C, Wernerfelt B. (1987). Defensive marketing strategy by customer complaintManagement. Journal of Marketing Research, 24 (November),: 337–346.
Fornell C, Johnson MD, Anderson EW, Cha J, Bryant BE. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60(4): 7–18.
Fornell, Claes. (1992). A National Customer Satisfaction Barometer: The SwedishExperience. Journal of Marketing, Vol.56, No. 1, pp. 6-21.
Faullant, R., Matzler, K. and Fuller, J. (2008), “The impact of satisfaction and image on loyalty: the case of Alpine ski resorts”, Managing Service Quality, Vol. 18, No. 2, pp. 163-178.
Farias, S., Aguiar, E., Kovacs, M. and Sales, F. (2013), “Destination image on the web: evaluation of pernambuco’s official tourism destination websites”, Business Management Dynamics, Vol. 2, No. 10, pp. 35-48. Farsnews
(http://www.farsnews.com/printable.php?nn=13940819001045)
Gholizadeh Sarvari, N. (2012). Destination Brand Equity, Satisfaction and Revisit Intention: an Application in TRNC as a Tourism Destination, (MS Dissertation), Eastern Mediterranean University.
Gallarza, M., Saura, I. and Moreno, F. (2013), “The quality-value-satisfaction-loyalty chain: relationships and impacts”, Tourism Review, Vol. 68, No. 1, pp. 3-20.
Gupta, A. and Chen, I. (1995), “Service quality: implications for management development”, International Journal of Quality & Reliability Management, Vol. 12, No. 7, pp. 28-35.
Gartner, W.C. (1993), “Image formation process”, Journal of Travel and Tourism Marketing, Vol. 2, Nos 2/3, pp. 191-215.
Getty JM, Thompson KN. (1994). The relationship between quality, satisfaction, and recommending behavior in lodging decisions. Journal of Hospitality and Leisure Marketing, 2(3), 3–22.
Haque, A. Khan, H. A. (2013). Factors Influencing of Tourist Loyalty: a Study on Tourist destinations in Malaysia. Proceeding of 3rd Asia-Pacific Business Research Conference. Kuala Lumpur, Malaysia. ISBN: 987-1-922069-19-1.
Hu, H.H., Kandampully, J. and Juwaheer, T.D. (2009), “Relationships and impacts of service quality, perceived value, customer satisfaction and image: an empirical study”, The Service Industries Journal, Vol. 29, No. 2, pp. 111-125.
Hunt, J.D. (1975), “Image as a factor in tourism development”, Journal of Travel Research, Vol. 13, No. 3, pp. 1-7.
Hanlan, J. and Kelly, S. (2005), “Image formation, information sources and an iconic Australian tourist destination”, Journal of Vacation Marketing, Vol. 11 No. 2, pp. 163-177.
Hankinson, G. (2005), “Destination brand images: a business tourism perspective”, Journal of Services Marketing, Vol. 19, No. 1, pp. 24-32.
Kotler, P. and Gertner, D. (2002). Country as Brand, Product and Beyond: A Place Marketing and Brand Management Perspective, Journal of Brand Management, 9 (4–5), 249–61.
Konecnik, M. and De Chernatony, L. (2010). A Systematic Approach to Branding Slovenia, Paper Presented at 2010 Thought Leaders International Conference on Brand Management, Lugano, Switzerland
Kim, S., Holland, S. and Han, H. (2013), “A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: a case study of Orlando”, International Journal of Tourism Research, Vol. 15, No. 1, pp. 313-328.
Lee ,S., Jeon,S.,Kim ,D. (2011). The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea, Tourism Management, 32 , 1115- 1124.
López-Toro, A., Dıáz-Muñoz, R. and Pe=rez-Moreno, S. (2010), “An assessment of the quality of a tourist destination: the case of Nerja, Spain”, Total Quality Management, Vol. 21 No. 3, pp. 269-289.
Liao, Kun-Hsi, (2012), "Service Quality, and Customer Satisfaction: Direct and Indirect Effects in a B2B Customer Loyalty Framework", The Journal of Global BusinessManagement, Volume 86, No.3, pp. 86-93
Lee, S., Jeon, S. and Kim, D. (2011), “The impact of tour quality and tourist satisfaction on tourist loyalty: the case of Chinese tourists in Korea”, Tourism Management, Vol. 32, No. 5, pp. 1115-1124.
Li, M., Cai, L.A., Lehto, X.Y. and Huang, J. (2010), “A missing link in understanding revisit intention – the role of motivation and image”, Journal of Travel & Tourism Marketing, Vol. 27 No. 4, pp. 335-348.
Michell, P.; King, J.; Reast, J. (2001). “Brand Values Related to Industrial Products”. Industrial Marketing Management, 30 (5), 415–425.
Myagmarsuren, O. and Chen, C. (2011), “Exploring relationships between destination brand equity, satisfaction, and destination loyalty: a case study of Mongolia”, Journal of Tourism, Hospitality and Culinary Arts, Vol. 3, No. 2, pp. 81-94.
Mohammad, Mahadzirah, Ahmad Rusdi Abdullah, Abdul Manan Ali andNurIzzati Ab. Ghani, (2012), "Tourist Perceptions of Malaysia as a travel and their satisfaction", International Conference on Business and Economic Research Proceeding, Vol. 17, pp. 2391-2401
McKerchera, B. and Prideauxb, B. (2011), “Are tourism impacts low on personal environmental agendas?”, Journal of Sustainable Tourism, Vol. 19, No. 3, pp. 325-345.
Moon, K., Kim, M., Ko, Y., Connaughton, D. and Lee, J. (2011), “The influence of consumer’s event quality perception on destination image”, Managing Service Quality, Vol. 21, No. 3, pp. 287-303.
Nam, J., Ekinci, Y. and Whyatt, G. (2011). Brand Equity, Brand Loyalty and Consumer Satisfaction, Annals of Tourism Research, (38) 3, 1009–1030.
Najdic´ , M. (2011), “Using multiple senses in service experience creating consumer loyalty in tourism”, International Journal of Management Cases, Vol. 13, No. 3, pp. 18-23.
Oppermann M. (2000). Tourism destination loyalty. Journal of Travel Research 39: 78–84. Alegre J, Juaneda C. 2006. Destination loyalty – consumers’ economic behavior. Annals of Tourism Research, 33(3), 684–706.
Oliver, Richard. L. (1997).Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63, pp. 33-44.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 14-40.
Parasuraman, A. Zeithaml, Valarie. A., and Berry, L.L. (1996), “The behavioral consequences of service quality’’, Journal of Marketing, Vol. 60, No.2, April, pp. 31-46.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of services quality and its implication for future research”, Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
Phillips, W. M. J. et al. (2013).Tourist word of Mouth and Revisit Intentions to Rural Tourism Destinations: a Case of North Dakota, USA. International Journal of Tourism Research. 15. pp. 93-104.
Petrick JF, Backman SJ. (2002). An examination of the construct of perceived value for the prediction of golf travelers: Intentions to revisit. Journal of Travel Research, 41(August): 38–45.
Petrick JF, Sirakaya E. (2004). Segmenting cruisers by loyalty. Annals of Tourism Research 31(2): 472–475.
Pike, S., Bianchi, C., Kerr, G. and Patti, C. (2010), “Consumer-based brand equity for Australia as a long-haul tourism destination in an emerging market”, International Marketing Review, Vol. 27, No. 4, pp. 434-449.
Prayag, G. (2009), “Tourists’ evaluations of destination image, satisfaction, and future behavioral intentions – the case of Mauritius”, Journal of Travel & Tourism Marketing, Vol. 26, No. 8, pp. 836-853.
Prayag, G. and Ryan, C. (2012), “Antecedents of tourists’ loyalty to Mauritius: the role and influence of destination image, place attachment, personal involvement, and satisfaction”, Journal of Travel Research, Vol. 51, No. 3, pp. 342-356.
Qu, H, Kim, L and Im, H. (2011). A Model of Destination Branding: Integrating the Concepts of TheBranding and Destination Image, Tourism Management, 32, pp 465-476.
Qaemi, Vahid, (2012), "An empirical survey on perceived value from Tourism destination based on brand equity model: A case study of Qeshm Island", Management Science Letters, Vol. 2, No.2, pp. 2347–2354
Reichheld FF. (1996). The Loyalty Effect. Harvard Business School Press: Boston, MA.
Riduan, Suharyono, Achmad, Fauzi Darminto. (2015). The Effect of Tourism Service Quality, Tourist Destination Image and Experience of Tourist towards Tourists Satisfaction, Tourism Word of Mount, Tourist Destination Preferences, and Tourist Destination Loyalty (A Study on Foreign Tourists in Tourist Destinations Area in Indonesia), European Journal of Business and Management, Vol.7, No.2, 2015
Sahin, A, Zehir, C. and Kitapc H. (2011), "The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands", Procedia Social and Behavioral Sciences, Vol. 24, No.3, pp. 1288–1301
Supitchayangkool, Surat, (2012), "The Differences between Satisfied/Dissatisfied Tourists towards Service Quality and Revisiting Pattaya, Thailand", International Journal of Business and Management, Vol. 7, No.4, pp. 30-39
Song, H. & Cheung, C. (2010). Attributes affecting the level of tourist satisfaction with and loyalty towards theatrical performance in China: Evidencen from a qualitative study. International Journal of Tourism Research, 12, 665-679.
Shani, A. Chen, P-J, Wang, Y, and Hua, N. (2010).Testing the Impact of a Promotional Video on Destination Image Changes: Application of China as aT destination. International Journal of Tourism Research. 12. pp. 116-133.
Son, A. (2005). The measurement of tourist destination image: Applying a Sketch Map Technique. International Journal of Tourism Research. 7. pp. 279-294.
Salleh, M., Omar, K., yaakop, A. & Mahmmod, A.R. (2013). Tourist Satisfaction in Malaysia. International Journal of Business and Social Science, 4 (5), 221-226.
Tam JLM. 2000. The effects of service quality, perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality and Leisure Marketing, 6 (4): 31–43.
Tasci, A.D. and Gartner, W.C. (2007), “Destination image and its functional relationships”, Journal of Travel Research, Vol. 45, No. 4, pp. 413-425.
Upadhyaya, M. (2012), “Influence of destination image and destination personality: an empirical analysis”, Journal of Marketing and Communication, Vol. 7, No. 3, pp. 259-272.
Vinh, N. and Long, N. (2013), “The relationship among expectation, satisfaction and loyalty of international visitor to Hanoi, Vietnam”, Journal of Global Management, Vol. 5, No. 1, pp. 30-43.
Voss, K.E., Spangenberg, E.R. and Grohmann, B. (2003), “Measuring the hedonic and utilitarian dimensions of consumer attitude”, Journal of Marketing Research, Vol. 40, No. 3, pp. 310-320.
Wen-Bao, L. (2009), “A study of relations among service quality differences, post-purchase behavior intentions with personality traits, and service recovery strategy as intervening variables”, International Journal of Commerce and Management, Vol. 19, No. 2, pp. 137-157.
Yoon, C.V. and Uysal, T. (2003). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model, Tourism Management, 26 (1), 47-56.
Yoon Y, UysalM. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56.
Yang, C., Chen, P. and Chien, Y. (2014), “Customer expertise, affective commitment, customer participation, and loyalty in B and B services”, The International Journal of Organizational Innovation, Vol. 6 No. 4, pp. 174-183.
Zhang, H., Fu, X., Cai, L.A. and Lu, L. (2014), “Destination image and tourist loyalty: a meta-analysis”, Tourism Management, Vol. 40, pp. 213-223.
| ||
|
آمار تعداد مشاهده مقاله: 3,394 تعداد دریافت فایل اصل مقاله: 4,323 |
||
Scholarly Journals Management System © 1991.05.01 by Allameh Tabatabaei University is
licensed under Attribution-NonCommercial 4.0 International.