An Evaluation of Service Quality Management of Sport Tourism Industry in Thailand
Keywords:
คุณภาพบริการ, การท่องเที่ยวเชิงกีฬาAbstract
This research aimed to propose a model for enhancement of service quality of sport tourism industry in Thailand. Data were collected from a sample survey of 400 sport tourism business entrepreneurs and clients. A multi-stage sampling was used. Descriptive and regression analytical techniques were employed for data analysis. Three primary dimensions in service quality were identified in sport tourism context: transportation quality, accommodation quality and venue quality. Perceived sport tourism quality effected tourist satisfaction. The management in tourism could apply the findings in delivering services with a view to boost customer satisfaction.
References
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Ko, M., & Pastore (2004). Similarity in leisure interests: Effects of selection and socialization in friendship. Journal of Social Psychology, 135, 471-482.
Lehtinen, R., & lehtinen, J. (1983). Similarity in real-life service experience, attitude and user compensation. Journal of Service Management, 36, 36-49.
Lehtinen, R., & lehtinen, J. (1991). Service process in user touch points and customer moment of entry. Journal of Service Management, 44, 26-41.
MacKay, A., & Crompton, P. (1988). A model for the role of similairy of values in friendship development. British Jorunal os Social Psychology, 21, 301-310.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVPUAL: A multiple-itemscale for measuring consumer perceptions of service puality. Journal of Retailing, 64, 12–40.
Rust, R. T., & Oliver, R. L. (1994). Service Puality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Thousand Oaks, CA: Sage.
Singer, S. J., & Edmondson, A. C. (2008). When learning and performance are at odds: Confronting the tension. In P. Kumar & P. Ramsey (Eds.), Performance and learning matters: pp. 33– 60. Singapore: World Scientific.
Thongyam, Pawinee. (2560). “The Importance of Service Quality for Business Success.” Kasem Bundit Journal. Volume 18 No. 1 January - June 2560. P. 220.
Wagner, S., Grosse-Ruyken, P. & Erhun, F. (2012). “The link between supply chain fit andfinancial performance of the firm.” Journal of Operations Management. 30(4), 340–353.
Whitten, G.D., Green,K.W.J.,& Zelbst, P. J. (2012). “Triple–A supply chain performance.”International Journal of Operations & Production Management. 32(1), 28 – 48.
Wong, W. H., A. M. Zhang, Y. Van Hui, L. C. Leung. (2009). “Optimal baggage-limit policy: Airline passenger and cargo allocation.” Transportation Science. 43(3) 355–369.
Zeithaml, V. A. and Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the Firm. 3rd edition. New York: McGraw-Hill Irwin.
Ajzen, I., & Driver, B. L. (1992). Application of the theory of planned behavior to leisure choice. Journal of Leisure Research, 24, 207–224.
Bitner, M. J. (1990). Evaluating service encounters: The effects of physicalsurroundings and employee responses. Journal of Marketing, 54(2), 69–82.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service puality and value. Journal of Consumer Research, 17, 375–384.
Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizingperceived service puality: A hierarchical approach. Journal of Marketing,65(3), 34–49.
Chelladurai, P., & Chang, K. (2000). Targets and standards of puality in sport services. Sport Management Review, 3, 1–22.
Collier, D. A. (1994). The service quality solution: Using service management to gain competitive advantage. Milwaukee, WI: ASPC Puality Press.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service puality: A reexamination and extension. Journal of Marketing, 56(3), 55–68.
Kandampully, J. (1998). Service puality to service loyalty: A relationship which goes beyond customer services. Total Quality Management, 9, 431–443.
Ko, M., & Pastore (2004). Similarity in leisure interests: Effects of selection and socialization in friendship. Journal of Social Psychology, 135, 471-482.
Lehtinen, R., & lehtinen, J. (1983). Similarity in real-life service experience, attitude and user compensation. Journal of Service Management, 36, 36-49.
Lehtinen, R., & lehtinen, J. (1991). Service process in user touch points and customer moment of entry. Journal of Service Management, 44, 26-41.
MacKay, A., & Crompton, P. (1988). A model for the role of similairy of values in friendship development. British Jorunal os Social Psychology, 21, 301-310.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVPUAL: A multiple-itemscale for measuring consumer perceptions of service puality. Journal of Retailing, 64, 12–40.
Rust, R. T., & Oliver, R. L. (1994). Service Puality: Insights and managerial implications from the frontier. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 1–19). Thousand Oaks, CA: Sage.
Singer, S. J., & Edmondson, A. C. (2008). When learning and performance are at odds: Confronting the tension. In P. Kumar & P. Ramsey (Eds.), Performance and learning matters: pp. 33– 60. Singapore: World Scientific.
Thongyam, Pawinee. (2560). “The Importance of Service Quality for Business Success.” Kasem Bundit Journal. Volume 18 No. 1 January - June 2560. P. 220.
Wagner, S., Grosse-Ruyken, P. & Erhun, F. (2012). “The link between supply chain fit andfinancial performance of the firm.” Journal of Operations Management. 30(4), 340–353.
Whitten, G.D., Green,K.W.J.,& Zelbst, P. J. (2012). “Triple–A supply chain performance.”International Journal of Operations & Production Management. 32(1), 28 – 48.
Wong, W. H., A. M. Zhang, Y. Van Hui, L. C. Leung. (2009). “Optimal baggage-limit policy: Airline passenger and cargo allocation.” Transportation Science. 43(3) 355–369.
Zeithaml, V. A. and Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the Firm. 3rd edition. New York: McGraw-Hill Irwin.
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Published
2019-10-15
How to Cite
ธีรสรณ์ ส. (2019). An Evaluation of Service Quality Management of Sport Tourism Industry in Thailand. KASEM BUNDIT JOURNAL, 20(October), 117–126. Retrieved from https://so04.tci-thaijo.org/index.php/jkbu/article/view/111098
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Research articles
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