Posted by Lamya on December 24, 2001 at 00:20:39:
I am in the initial stages of a PhD in tourism marketing, and I was thinking of measuring customer satisfaction among tourists who come here. Does anyone know of this ever being done ? Is there some instrument that measures perception and expectation from a destination as SERVQUAL does with a specific service? If not, would it be feasible to adapt SERVQUAL to measure perception and expectation of the tourism experience even though it has various service providers within the experience? I have read some SERVQUAL and DINESERV, etc, and it appears difficult but do-able, especially that my country is quite small and separate???? Does anyone have any thoughts, experience, knowledge about this?