Quality Of Tourism Services Research Articles

The Trend of Tourism Service Integration and Promotion from the Perspective of Multiculturalism

Multicultural education advocates the learning process and their own culture and experience together, advocating respect culture, advocate equality, difference and compensation, to set the multicultural curriculum, enhance the academic achievement of minority students and cultivate multicultural teachers' quality in three aspects as the starting point, the implementation of the education fair. Following the principle of equality, difference and compensation of education equality, its essence is to promote the equality of educational opportunities and provide a new angle of view and new measures for people to realize and implement educational equity. Multiculturalism is the main theme of today's cultural development. It is both an opportunity and a challenge for the core values of the school. The cultivation of school core values under the impact of multi culture has adapted to the requirements of multicultural development, is conducive to re orientation of schools and reshaping the core values of teachers and students. From a multicultural perspective, it is helpful to promote the diversification of school core values from the perspectives of educational philosophy, organizational structure and cultural studies. The smaller scale of tourism enterprises in China, the lack of investment ability of enterprises and the low attention of tourists to the service quality of tourism have affected the development of tourism service innovation in our country.

Структура и динамика турпотоков: тенденции и определяющие факторы

The article analyzes the structure and dynamics of tourist flows using the official website of Federal agency for tourism of the Russian Federation. For the last three years domestic tourism has experienced the structural shifts towards internal and entrance tourism. The tourist market extreme operation caused by the number of events and factors has significantly reduced imports in tourism The new reality has led to restructuring of domestic tourism. The authors research the inbound tourist flows, and define the leading countries by the number of arrivals in the Russian Federation. The article define key factors promoting growth international tourist attraction of Russia. The diversification of the international tourism product, transport availability and issues of visa maintenance, observance of the international standards and improvement of tourist service quality are among them. It is noted that creating competitive advantages of the tourist territory and its consumer value are not defined by just qualitative infrastructure. It become the part of economy of impressions. Obtaining adequate statistical information, including volumes of an inbound and outbound tourist flows, is still an important issue. It affects the effective managing the tourism industry and, finally, its competitiveness in the domestic and international markets.

Quality of tourist services – Analysis of tourist services from rural tourism wine-growing units

Quality of tourist services – Analysis of tourist services from rural tourism wine-growing units

FAKTOR-FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN PADA SCOOT FAST CRUISES DI BALI

Mode of water transport is very important in the tourism industry as a support in providing the best service for tourists. Transportation is the cause and the effect of the growth of tourist in Bali. Scoot Fast Cruises is transport services to Lembongan, Lombok and Senggigi. Based on Trip Advisor rating in the quality of service that is provided by Scoot Fast Cruises still very poor (158). This study aims to determine the factors that affect the service quality at Scoot Fast Cruises in Bali. Sampling technique used in this study using purposive sampling of respondents are crossing service users Scoot Fast Cruises in Bali with a total sample of 100 respondents. The data collection techniques using a questionnaire that was tested using the test validity and reliability. Analysis of the data used in this study is factor analysis using SPSS 17.0. The results of the factor analysis there are three factors that affect the service quality at Scoot Fast Cruises in Bali that is a factor completeness of facilities and services to get service with a value of eigen value 7.390, factor accuracy of services to the value of eigen value of 1.397 and the convenience factor rating with eigen values ??value amounting to 1.307. Factors completeness and ease of getting care facilities is a contributing factor dominant in influencing quality of tourist services at Scoot Fast Cruises in Bali. For further research that will lift the title of the research about the factors that affect the quality of service on a fast boat to take a shuttle to the hotel indicators and increasing the number of respondents and indicators. As for the company Scoot Cruises to take into account the convenience of tourists.

Assessing Medical Tourism Service Quality and Satisfaction: Focus on the Russian Medical Tourists in South Korea

Assessing Medical Tourism Service Quality and Satisfaction: Focus on the Russian Medical Tourists in South Korea

The Role and Importance of the Cluster Approach in the Development of Domestic Tourism of the Russian Federation

The relevance of the topic is determined by the fact that tourist's cluster plays an important role in the development of not only municipalities, regions of the Russian Federation, federal districts, but the country as a whole, solving social problems, including those that relate to the creation of jobs, the problems of improvement in the quality of domestic tourist's products and services and incensement in investment and tourist's potential of the regions and the country. The aim of the study of the role of clusters in the development of domestic tourism was a compilation of existing research approaches and results of original research in this field. The leading methods to solve this problem are the methods of systemic, economic and statistical analysis, quantitative and qualitative research. In support of the main provisions of the authors also relied on expert methods of obtaining and processing information. The article gives the basic theoretical and practical interpretation of the definition of tourist's cluster. The mechanisms and identified issues of state participation in the formation and development of the tourist cluster, based on the research methodology and practices, as well as authoring, compiled tools of state support for domestic tourism development. Article Submissions are of practical value to planners in the tourism sector, tourism administrations, marketing professionals of tourism enterprises.

Validation of Medical Tourism Service Quality Questionnaire (MTSQQ) for Iranian Hospitals.

IntroductionAssessing service quality is one of the basic requirements to develop the medical tourism industry. There is no valid and reliable tool to measure service quality of medical tourism. This study aimed to determine the reliability and validity of a Persian version of medical tourism service quality questionnaire for Iranian hospitals.MethodsTo validate the medical tourism service quality questionnaire (MTSQQ), a cross-sectional study was conducted on 250 Iraqi patients referred to hospitals in Ahvaz (Iran) from 2015. To design a questionnaire and determine its content validity, the Delphi Technique (3 rounds) with the participation of 20 medical tourism experts was used. Construct validity of the questionnaire was assessed through exploratory and confirmatory factor analysis. Reliability was assessed using Cronbach’s alpha coefficient. Data were analyzed by Excel 2007, SPSS version18, and Lisrel l8.0 software.ResultsThe content validity of the questionnaire with CVI=0.775 was confirmed. According to exploratory factor analysis, the MTSQQ included 31 items and 8 dimensions (tangibility, reliability, responsiveness, assurance, empathy, exchange and travel facilities, technical and infrastructure facilities and safety and security). Construct validity of the questionnaire was confirmed, based on the goodness of fit quantities of model (RMSEA=0.032, CFI= 0.98, GFI=0.88). Cronbach’s alpha coefficient was 0.837 and 0.919 for expectation and perception questionnaire.ConclusionThe results of the study showed that the medical tourism SERVQUAL questionnaire with 31 items and 8 dimensions was a valid and reliable tool to measure service quality of medical tourism in Iranian hospitals.

SOME FEATURES OF ASSESSING OF THE QUALITY OF TOURISM SERVICES

Quality is an important indicator of industrial and business activity of enterprises, because it affects the competitiveness of products, customer satisfaction, and ultimate profits. For businesses it is important to evaluate the quality level of their services in order to know their strengths and weaknesses. Therefore the problems of assessing the quality of tourist services are very relevant. The aim of the research is to define the methods of assessment of tourist services quality, and reveale their advantages and disadvantages. The results of the research show that the main parameters of assessing the quality of tourism services include indices, defining technical, functional and ethical quality of the tour. We offer to supplement them following indicators: economic, environmental, ergonomic, and informational. Firstly, environmental indicators include the availability of clean environment, using environmentally friendly materials, technologies, visiting wildlife areas. Secondly, economic indicators are the price of a tourist product, the optimal ratio "price-quality", and advertising costs. Thirdly, ergonomic indicators include: optimal parameters of microclimate for the person at all stages of tourist services; physiological and psychological comfort tourist habitat; anthropometric matching items to person. Finally, information indicators are the availability of information about the tour operator and travel agent, quality advertising media, high-quality brochures and other promotional material, information on the Internet etc. The most common methods used to assess the quality of tourism services are as follows: SERVQUAL, SERVPERF, method of critical incidents, mystery shopping and K. Ishikawa diagram. Having conducted the research we may conclude that it is difficult to rate the quality of tourism services, because the tourism product is characterized by such features as intangibility, complexity, subjectivity etc. Therefore, we suggest using special methods to assess the quality of services, mainly based on the survey and the survey of consumers.

Morfodinámica costera en la playa Bailén, costa sur del occidente de Cuba, entre los años 2003-2013

Due to their geological nature, beaches are susceptible to changes over a relatively short period of time. Composed mainly of recently formed rocks, the scarcely consolidated structure of the substrate makes beaches vulnerable to the action of waves, tides, currents, wind, changes in sea level and human activity. Beach dynamics is marked by different degrees of fragility. In tropical regions, especially in the Caribbean, extreme hydro-meteorological phenomena such as hurricanes and cold fronts associated with extra-tropical storms significantly accelerate the erosion and accretion processes along the coast. The geographical location of the Cuban archipelago, at the margins of the Tropic of Cancer (its northernmost latitude is 27°17’ N), makes it susceptible to the combined action of hurricanes (between June and November) and cold fronts (between November and March). This very fact makes the study of coastal morphodynamic changes a subject of the utmost importance in sustainable-development projects and environmental planning, including the preservation of coastal natural resources. In Cuba, several authors have reported a coastal retreat of 1 to 3 m per year in western beaches, as well as an average loss of sand of about 50 000 m3 per year in the famous Varadero beach. The latter case is mainly due to the extraction of sand from the underwater platform between 1968 and 1978 for construction purposes. This paper addresses the morphodynamic processes taking place at Bailén beach, on the southwestern Cuban coast, as observed during a 10-year period, from 2003 to 2013. Transversal topographic measurements were taken at the beachfront and coastline at 15 observation stations along 2 140 m of beach in 2007, 2010 and 2013. These measurements were then compared to the data available for 2003. Estimated volumes of accreted and eroded sand for the period 2003-2007 indicate remarkable changes in beach morphology and evidence the vulnerability of coastal systems to extreme events, such as those unleashed by hurricane Ivan in 2004. The most important morphological changes observed included an increase of 0.20 to 0.50 m in dune height in some cases, and a decrease in others in the order of 0.15 to 0.40 m. Finally, granulometric tests were conducted to establish the spatial and temporal variations in the diameter of sand grains. To the north side of the beach, the maximum recession rate was 2.0 m per year, and sand grains were larger. Both measurements are indicative of the impact of buildings constructed at the front side of dunes and the beach berm on beach morphology. In the southern sector, on the other hand, the maximum accretion reached 8.0 m per year, whereas the average value was 2.3 m per year. During the 10 years of analysis, beach recovery has been characterized by a low resilience to the impact of hurricanes and other meteorological events. There is a clear spatial correlation between the inadequate location of buildings less than 30 meters from the shore on dunes and berms, where beach dynamics is most intense, and the development of intensive erosive processes, as observed in the northern sector of Bailén beach. The slow recovery of the initial coastline position translates into a steady increase in the average diameter of sediments. The low level of resilience in these beach stretches becomes even more evident when hydro-meteorological events occur. For beach recovery projects through local sand repositioning to be successful, the beachfront must be closely monitored, recording measurements of both sediment dynamics and the effects of wind and water on a transversal profile. Also, to ensure an effective regeneration of this natural resource, an average volume of sand per linear meter of beach must be established. Finally, the demolition of old buildings located at the berm and the front side of dunes, and the prohibition of further construction in these sites, should contribute to restore the morphodynamic balance of this beach and increase the quality of tourism services.

Service quality and customer satisfaction in thermal tourism

PurposeSatisfaction in the tourism sector is a highly sensitive subject, and customer satisfaction (CS) has a significant impact on the choice of destinations made by tourists and on the decision to recommend them to friends or acquaintances. The purpose of this paper is to give empirical evidence of the dimensions of service quality (technical, functional and company image (CI)) and their connections in the sector of thermal tourism. It also aims at investigating the CI, seeking to understand whether some of the technical and functional service quality variables play a role in determining it.Design/methodology/approachAn empirical survey was conducted by administering a structured research questionnaire in order to collect all necessary data, which was then elaborated to test the hypotheses using factor and multiple regression analyses.FindingsThe results of the survey confirm the direct impact of service quality dimensions (technical, functional and CI) on CS also in the thermal sector when considered individually. Moreover, when the CI was analyzed further, relational quality was found to be dependent on thermal employees’ capabilities, abilities, trustworthiness, availability, etc. Finally, when considered together, functional service quality and CI have a stronger effect on CS than technical service quality.Originality/valueThe originality of the present research relies on the following: a further contribution to the so-called “European perspective” of service quality; the study of service quality dimensions (technical, functional and CI) in the thermal sector; and evidencing the link between thermal employee characteristics and the relational quality factor of the CI, demonstrating that many aspects of this construct need further empirical investigation, in the wellness sector.

THEORETICAL AND METHODICAL APPROACHES TO THE FORMATION AND EVALUATION OF THE QUALITY OF TOURIST SERVICES

The study, the results of which are described in the article, is devoted to analysing and substantiating approaches to the assessment and quality assurance of tourism services, which form their competitiveness, namely factors and indicators of quality. After all, the integration and globalization of the world society determine the development of tourism as a catalyst for these global processes, and world practice has proved that tourism can be an effective way to solve many socio-economic problems. The subject of the study is the peculiarities of assessing the quality of tourist services. Methodology. The methodological basis of the work is a system of general scientific and special scientific methods, mainly, in the process of research, there are used such methods as system-analytical and dialectical methods – for the theoretical generalization of the investigated material; structural and logical method – in systematizing factors and indicators of the quality of tourist services. The purpose of the article is a theoretical justification of approaches to the quality of tourist services and optimization of their quality assessment. In the research, approaches to the interpretation of the concept of quality are presented and analysed, features of services in general and tourism in particular are concentrated, and it is suggested to group and classify factors and indicators of their quality. The interpretation of the notion of quality is ambiguous, both in Ukrainian and in foreign literary sources, and depends on the point of view on this notion. In our opinion, the most thorough definition characterizes the quality of products and services as a complex feature that determines their suitability to the needs of the consumer. Taking into account the specificity of the term “service”, peculiarities determining the approaches to their evaluation are studied, such a service can be considered a product dominated by intangible elements and also there are separate material components. The peculiarity of tourist services is that they provide the satisfaction of financial and intangible (spiritual) tourist needs of the person, which includes transportation services, accommodation services, and other travel services, not related to transportation and accommodation. Awareness of factors that determine quality is the starting point for improving it. We carried out an extrapolation of factors of the quality of goods, tourism services as a special type of goods, and made their classification. Quality score is a quantitative or qualitative set of specific requirements for the characteristics (properties) of an object that make it possible to implement and verify them. To determine the quality level, we have suggested a classification of quality indicators of tourism service. Conclusions. Tourist service is considered as a specific activity aimed at creating the conditions for the effective realization and use of tourism product, which is the result of the purposeful activity of the tourist enterprise. Factors of the quality of tourist services should be grouped according to peculiarities of their manifestation (forming, restraining and storing), and managing individual determinants (tourism potential, material base, personnel qualification, marketing research on the relevance and life cycle of services, ongoing maintenance of facilities, timely overhaul of production capacities services, measures of ecological and economic stability, introduction of standards of service and analysis of their observance, material interest personnel, using the principles of quality system) can be directed to act on the overall quality. Indicators of quality of tourist services are pointers of their quality. Establishing the optimal value of a certain quality index (according to the classification suggested in the study) and its comparison with the actual manifestation of this indicator, one can characterize the degree of conformity of the tourist service to its requirements. The latter is aimed at improving the quality of tourist services, and, indirectly, the requirements to them.

Muslim service quality dimensions in the tourism and hospitality industry: construct development and measurement validation

Although Muslims make up one of the largest tourist markets in the world, service quality of tourism and hospitality offerings oriented toward this market has not been clearly defined. By means of a multi-dimensional procedure, the authors have developed a scale for measuring Muslim service quality (MSQ) through 29 items classified into six dimensions: tangibility, reliability, responsiveness, assurance, empathy and Shari'ah compliant facilities. The importance of the proposed constructs was theoretically discussed and justified. Using a sample of 345 Muslim tourists, the constructs are then tested and validated. This study provides new theoretical grounds for studying MSQ. It also supplies tourism and hospitality companies with a number of operative factors that may be essential if they are to remain competitive in the dynamic marketplace. It is probably the first to provide an integrative perspective of MSQ constructs in the tourism and hospitality industry.

Туристическая привлекательность Саратовской области (по материалам эмпирического исследования)

The article discusses approaches to the study of tourist attractiveness in terms of economics, marketing, social communication and sociology of management. The results of the authorial sociological study of citizens’ overall satisfaction with the quality of tourist services and tourist attractiveness of the Saratov Region are analyzed. A questionnaire survey of 1,200 respondents was conducted in the autumn of 2016, and the results formed the basis for the implementation of the project «Introduction to the Saratov Region: A Guide to Historical Sites», supported by a Presidential grant from NGO. The conclusion is that domestic tourism in the Saratov Region is now in the stage of development and determining its place among the potential visitors. As it is impossible to compete with foreign beach, mountain, and shopping routes for objective geographical, climatic and economic reasons, it is necessary to look for opportunities in other equally promising directions.

СПЕЦИФИКА РАЗВИТИЯ СЕЛЬСКОГО ТУРИЗМА В РОССИИ

The paper describes specific characteristics of rural tourism development in Russia which largely depends on traditions and peculiarities of the agricultural sector, a share of the rural population in its total population. Its further development is determined by the priority of domestic and incoming tourism, the rise in agricultural production. Since tourism is a complex phenomenon, the study of tourism should be based on the interdisciplinary approach, accounting for the multiplier effect on the associated activities and complexity of the tourism product. The authors identify the most important features of the rural tourism: sustainability, connection with the local natural and cultural-historical resources, and interaction with the agro-industrial complex. The role of government is defined in the regulation of tourism in general and the rural tourism in particular. Prospects of the rural tourism are dependent on the use of the existing farms and the emergence of new rural guest complexes or houses. The most successful in this regard should be considered the cluster approach aimed at strengthening the growth impulses through the coordinated activity of rural communities and agricultural complexes, investments and sustainable use of the natural resources. However, some issues still have to be solved, such as information support, standardization of accommodation services and evaluation of service quality in the rural tourism, transport accessibility, training of qualified personnel. In this respect, professional self-regulating organizations, both acting and newly created at the regional level, should play a regulating and supporting role.

PROBLEMS AND PROSPECTS OF SUSTAINABLE DEVELOPMENT OF THE RECREATION COMPLEX IN THE REPUBLIC OF DAGESTAN

The aim is to determine the organizational and economic aspects of sustainable development of the tourist and recreation complex in the Republic of Dagestan. Methods . Logical analysis, forecasting, economic and statistical method, method of comparative and expert assessments, sociological surveys, complex-factor method, SWOT-analysis. Results . In line with the aim of the study, we made an assessment of the state of the tourism industry in the Republic of Dagestan, thus existing challenges were identified. In the republic, measures are being taken in order to develop the tourism industry on the basis of using a unique cultural and historical heritage, natural and climatic potential, improve the quality of tourist services and implement the priority projects for the development of the Republic of Dagestan. Despite the existing resources, as well as the positive trends of recent years that can be seen both in the growth of the tourist flow and the construction of new facilities of tourist infrastructure, the tourist potential of the republic is not fully realized. Conclusions . Tourist and recreation complex should be considered as one of the most promising and priority directions of development of the economy of the Republic of Dagestan. In the republic, it is necessary to implement a set of measures aimed at institutional, investment and infrastructure support of the tourist and recreational complex; strengthen human capacities; support scientific and research activities in the tourist and recreational area; increase the level of safety of tourist facilities; promote the tourist product of the Republic of Dagestan in the Russian and world markets. To form a positive tourist image of the Republic of Dagestan, it is necessary to use the marketing tools in tourism trade.

中国遗产旅游研究进展与启示

近年来，遗产旅游逐渐成为研究热点，尤其是与我国供给侧结构性改革相适应，伴随着“全域旅游”、“互联网+”和“旅游+”等新理念的提出，对遗产地旅游开发及其管理创新提出了更高要求。该论文基于国内遗产旅游开发领域最新研究文献及实践，初步提出了我国遗产旅游发展思路。对国内文献的研究，主要基于中国期刊全文数据库文献，以“遗产旅游”为主题进行检索，选取2011年1月到2016年4月中文核心期刊和CSSCI来源期刊文献，共275篇，并选取其中的部分代表文献进行典型分析。最后，结合国内外遗产旅游进展与经验，初步提出了规范我国遗产旅游开发的相关对策和建议。 In recent years, with the improvement of people’s life, the demand of heritage tourism is also increasing. Especially, accompanied by the new policies, such as the structural reform of supply-side, which enlightens the managers of heritage sites only the improvement of tourist service quality and the innovation of heritage sites can provide visitors with effective supply. Furthermore, with the proposed new conceptions, such as the “global tourism”, “internet plus” and “tourism plus”, it is also given a new opportunity to the development of heritage tourism. Based on Chinese journal full text database and the theme of “heritage tourism”, the paper retrieved 275 relevant literatures which were from Chinese core journals and CSSCI source journals between January 2011 and April 2016, and selected and analyzed some representative articles. It divided the research content of heritage tourism into eight categories, such as heritage tourism authenticity, sustainable development, the protection and utilization, heritage tourism development, the residents of heritage sites, tourism management, the tourists and tourism interpretation system. Finally, it reviewed each category briefly.

The impact of Medical Tourism Service Quality on brand equity and also Recommendation Purpose

The impact of Medical Tourism Service Quality on brand equity and also Recommendation Purpose

Ориентиры формирования сельского гостеприимства Российской Федерации

The article discusses the formation of rural hospitality in the Russian Federation. We describe the deep cultural, historical and spiritual roots of the phenomenon of hospitality in different ethnic groups living in our country. Proceeding from the need to find appropriate directions of rural hospitality formation, the article introduces a number of tasks that contribute to the successful solution of given problems. The article discloses the concept of "rural hospitality" in activity and spiritual aspects, characterizes motivation of rural hospitality consumers and reveals those qualities, which the owners of rural estates should have. The legal and socio-economic basics for the formation of hospitality spheres are analyzed. Terminological apparatus of GOST R 56641-2015 "Small funds accommodation services. Rural guest houses. General requirements” is carefully considered. The article highlights the important role of rural tourism in addressing a number of issues of rural areas sustainable development, such as the conservation of small settlements, the development of additional employment, increasing incomes, strengthening of youth in rural areas. The authors present own opinion on the structure and the essential characteristics of the product "rural hospitality" that includes a number of levels, each of which is the object of improving to create optimal tourist product. A systematic interpretation of the substantive descriptions of "rural hospitality service" category is suggested. The strategic directions of state policy in hospitality sphere are outlined, which is associated with the relief of the tax burden for the rural guest houses, development of infrastructure in rural areas, competent information support for the promotion of rural hospitality products in the domestic and international tourist market, the improvement of service quality in rural tourism, on the basis of staff training, development and implementation of service standards.

치유관광의 서비스품질이 지각된 가치와 만족에 간의 구조적 관계: 농촌지역을 중심으로

치유관광의 서비스품질이 지각된 가치와 만족에 간의 구조적 관계: 농촌지역을 중심으로

Overall perceived value of a tourism service: Analysing the spillover effect between electronic channel and consumption of the hotel service

This study aims to investigate the key antecedents and consequences of the overall perceived value of the online purchase decision-making process for a tourism service. To this end, the spillover effect of the tourist’s perceptions of the purchasing channel on their evaluation of tourism service quality and on overall perceived value is analysed. A questionnaire was administered to 150 tourists who had purchased hotel accommodation via the Internet. Structural Equation Model (SEM) was then used to analyse the formation of overall perceived value. It was found that the tourist’s overall assessment of a tourism service is not only influenced by their perceptions of the establishment itself but also by their impressions of the medium they used for information and booking purposes. This paper breaks new ground in the study of overall perceived value formation, by jointly analysing the purchase, consumption, and post-experience assessment phases, whilst addressing both online and offline media. These aspects are reflected in the spillover effect provoked by the interaction between the online purchasing channel and consumption of the service.