The Quality of Tour Guides on Tourists’ Satisfaction in Malaysia Tourism Industry

Abstract

Tour guides are one of the key players in the tourism industry as intermediaries between travel agents and tourists. They have a responsibility to explain the culture and all information involving the destination. This research aims to study the service quality of tour guides on tourist satisfaction. Empirical data were gathered from a large-scale online survey with 58 national and international tourists from Malaysia and Indonesia. The result shows that tour guides’ service quality has a positive relationship with tourist satisfaction