Abstract
Based on the analysis of relevant literature studies on tourism service quality, this paper develops a theoretical model of the service quality of a package group of mainland students taking the Scholastic Achievement Test (SAT) in Hong Kong. The structural equation model (SEM) is utilized to analyze the dimensionality of service quality of this special travel mode and its relationships with important consequence factors. The results turn out a 6-dimension, 21-item scale for measuring service quality and positive relationships between the scale and customer satisfaction and behavioral intentions levels. This study not only fills the gap in the study of package groups of mainland students taking the SAT in Hong Kong, but also offers practical insights into better developing and operating products of this special travel mode.
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