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The effect of overall service quality on customer satisfaction: The moderating role of travel experience

dc.contributor.authorGu, Shengyu
dc.date.accessioned2023-09-18T07:08:51Z
dc.date.available2023-09-18T07:08:51Z
dc.date.issued2023-09-08
dc.identifier.issn0867-5856
dc.identifier.urihttp://hdl.handle.net/11089/47937
dc.description.abstractThe purpose of this study is to explore the relationship between overall service quality and customer satisfaction, further, this relationship is examined in terms of travel experience as a moderator. The study mainly focuses on eco-tourism and collected data from tourists travelling to China. Convenience sampling was used for data collection and a questionnaire used from previous studies. AMOS software analyzed the data collected from 341 respondents. The results highlighted that there is a significant and positive relationship between overall service quality and customer satisfaction. Moreover, the presence of travel experience as a moderator strengthens this relationship. This research is limited to eco-tourism and future studies could be done from the perspective of any other country with a large sample size.en
dc.language.isoen
dc.publisherWydawnictwo Uniwersytetu Łódzkiegopl
dc.relation.ispartofseriesTuryzm/Tourism;1en
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0
dc.subjectservice qualityen
dc.subjecteco-tourismen
dc.subjectcustomer satisfactionen
dc.subjecttravel experienceen
dc.titleThe effect of overall service quality on customer satisfaction: The moderating role of travel experienceen
dc.typeArticle
dc.page.number19-28
dc.contributor.authorAffiliationHuizhou University (China), School of Geography and Tourismen
dc.identifier.eissn2080-6922
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dc.contributor.authorEmailmiller@hzu.edu.cn
dc.identifier.doi10.18778/0867-5856.33.1.02
dc.relation.volume33


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