Quality Of Tourism Services Research Articles

Study on Tourism Consumer Behavior and Countermeasures Based on Big Data.

In our study, through consulting, summarizing, and analyzing a large number of related literature studies on tourism consumer behavior, tourism big data, text data analysis, and so on, a framework of research ideas on tourism consumption was constructed. The train browser, NLPIR, and other software packages are used to crawl, preprocess, and mine the travel sample data, and the word frequency analysis, co-occurrence analysis, content analysis, sentiment analysis, network analysis, and other methods are used to analyze the characteristics and decision-making behavior of tourists. Based on the results of behavioral analysis, we proposed tourism development strategies from three aspects: reforming and promoting tourism marketing strategies, improving tourism product and service quality, and improving tourism destination management methods. The results show that (1) for the tourist characteristics, taking into account the factors of climate and geographical location, the domestic market is divided into four grades of markets, and different marketing strategies are adopted according to different market characteristics; (2) for the tourism decision-making behavior, a “push-pull resistance” tourism decision-making model was established through word frequency analysis, co-occurrence analysis, and content analysis; (3) for the tourism consumption preferences, through network analysis of scenic spots, it is found that there are three tourist routes preferred by tourists; and (4) for the tourism perception evaluation behavior, based on the “cognitive-emotional” model, this study describes the tourism image from the two dimensions of the cognitive image and emotional image. Generally speaking, tourists show a positive perception state. The research on tourism consumer behavior based on UGC (user-generated content) data can help scenic spots and other tourism companies to understand the characteristics and rules of tourists' behavior, understand the consumption preferences of different tourism groups, develop diversified tourism products, improve the quality of tourism services, and further cater to market segments. This research provides a new idea for tourist attractions and tourism management departments to monitor tourist behavior through big data analysis.

Exploring Service Quality and Visitors’ Complaining Behavior of Nepalese Tourism Industry

Background: Service quality and customer feedback are integral parts of any service organization. Creating the context to vent the visitors’ discomfort is a primary task for quality service delivery in the tourism industry. Objectives: This study aims to explore Nepalese tourism service quality and customers’ complaining behavior. Methods: A qualitative framework of in-depth interviews with tourism service providers, tourism experts, and visitors of the destination are the primary sources of data. Narrative manual content analysis has been adopted to analyze and draw the result from the data. Results: Nepalese tourism service quality has not been able to meet the visitor’s service expectations, however, some natural and provider’s experiences have made most of the visitors patronize the destination Nepal. Visitors are positing three types of complaining behaviors, the first category that generally goes for voice complaining from the service providers are labeled as redress seekers, the second category visitors cannot get an appropriate environment to vent the matter of dissatisfaction, the final category visitors do not like to share their matter of discomfort with the service providers. Conclusion: Nepalese tourism service demands much effort to make it more visitors friendly. Visitors must be provided with appropriate situations to express their matter of discomfort and match the expectations that they are seeking.

Health Service Quality and Patient Communication In Medical Tourism

This study investigates the perceptions of patient communication and medical service quality in relation to the demographic and occupational characteristics of medical staff working in Alanya. A significant relationship was found between perceptions of patient communication and the field of expertise of the staff and the foreign language they speak. This indicates that, in medical tourism contexts, the patient communication perceptions of medical staff affect first-hand perceptions of health service quality. To increase health service quality and patient communication motivation, it is recommended that revenues from patients or insurance companies be distributed to all staff involved with medical tourists. Furthermore, apart from doctors and nurses, staff believe health service quality and communication are low. Therefore, it is recommended to provide in-service training for this area.

An Impact Evaluation of the Application of Sharing Products in Tourism Services

This study is a discussion on the feasibility of, application, and promotion of sharing products in tourism services. The promotion and application of the current sharing concept are mostly aimed at a wide range of urban populations or urban service systems, while research on applications of the concept that target tourism services are few. This study hopes to demonstrate that, with the introduction of the sharing concept into the tourism industry, tourism services will benefit from sharing tourism products. Adopting the TAM model, the study surveyed tourists in the form of a questionnaire and obtained its data from 410 participants. The research investigated tourists’ attitudes towards sharing tourism products and the impact of sharing products in tourism services. In the SEM model test and analysis, we found that: (1) sharing tourism products is acceptable to tourists; (2) sharing tourism products brings tourists good travel experiences and improves the quality of tourism services in scenic spots; and (3) tourists can have their special needs and concerns met by sharing tourism products. These prove that tourist sharing products are a scientific and effective way for the tourism industry to improve the travel experience of tourists and to optimize the tourism service industry, and that the sharing concept is in agreeance with the climate of current economic development and the diversified needs of consumers. This research focuses on the promotion of the sharing concept in seaside tourism services. In future research, we can also try to improve the user experience, assist service management, and build a healthy economic ecological model with the application of the sharing concept in different service models and business venues.

Causal effect of tourist visa exemption schemes on international tourist arrivals

This study assessed the causal impact of tourist visa exemption schemes on international tourist arrivals to Organization of Economic Cooperation and Development (OECD) member countries through propensity score matching. We also consider other factors on international tourism demand outlined in the literature; these factors may affect international tourist arrivals. The results revealed that the average treatment effect on the number of international tourist arrivals does not necessarily increase when the number of visa-exempt countries increases in the long term without comprehensive tourism policy planning. In addition, the average treatment effect becomes large when bilateral trade has a high-quality vertical pattern for OECD home countries. Tourist decision-making for tourism destinations is not solely based on visa policy; tourism service quality is also critical. The empirical results can provide OECD member countries with different perspectives on international tourism marketing strategies.

Analytic Hierarchy Process and Its Application in Rural Tourism Service Performance Evaluation

In contemporary China, tourism is being upgraded to a modern service industry and strategic pillar industry. With the rapid development of modern information and communication technology and the continuous refinement of tourism market demand, tourism has entered a new era of smart tourism. Information runs through the whole process of tourism activities and is the key to determine the quality of tourism. Tourism public service is a very important basic support for tourism activities. It is of great significance to meet the diversified needs of tourists and optimize various services and government management functions. Based on the analysis of the connotation of tourism supply chain performance evaluation, this paper constructs a tourism supply chain performance evaluation index system and performance evaluation model suitable for analytic hierarchy process and studies the product price, production capacity, credit, complaint rate, and management level of its upstream tourism supply enterprises. To test the effectiveness of AHP on tourism supply chain performance evaluation, the comprehensive evaluation results and relevant suggestions for improving performance are obtained, which also proves the extensibility of the performance evaluation index system and provides an effective method for improving the performance of each link of China’s tourism industry and tourism service quality.

Study of the Effects of Marketing Mix and Service Quality on Tourists’ Decisions

Indonesia has some types of attractive tourism in various areas captivating tourists’ interest. However, from 2016 to 2020, the number of tourists visiting tourist destinations decreased since the tourism products offered did not meet the tourists’ expectations and desires, the minimum distribution of tourism products provided, lacking promotion made to the tourists, and the people involved in the tourism industry did not perform optimum services to the tourists. Another problem was the minimum information of the culture, or local culture of an area, tourism products, distribution services, tourism destination promotion, and the characteristics of local society causing tourists reluctant to visit some areas they did not know. This research employed descriptive quantitative based on survey method through path analysis using SPSS 22. The population of this study included 120 million local tourists who would visit various areas in Indonesia in 2020. By accidental sampling technique, 100 people were taken as the samples. The research results based on the partial hypothesis stated that the variables of tourism products offered, tourism product distribution services, and people had a positive and significant effect on the quality of tourism service, and these three variables influenced tourists’ decisions to visit some areas in Indonesia. Simultaneously, the variables of tourism products, tourism product distribution services, tourism product promotion, and people had a positive and significant effect on the tourists’ decisions to visit several tourist destinations in Indonesia through the variable of the quality of tourism services that have been provided.

ЯКІСТЬ ТУРИСТИЧНИХ ПОСЛУГ ЯК ФАКТОР ЄВРОІНТЕГРАЦІЙНИХ ПРОЦЕСІВ

The article analyzes one of the key factors of tourist services, which is the quality of service. This issue has a particular relevance in connection with the process of guiding the tourism industry to global standards, which in turn is an integral part of the general European integration processes of Ukraine. It is obvious that tourism has become almost the first stage of European level of service standards for our compatriots. Novelty of the study is systematization of the main periods in achieving high quality services, under conditions of independent Ukraine and new economic relations. The authors used and analyzed the system of tourist enterprises "Sputnik", historically one of the leading local founders of the modern hospitality industry. Characteristic of service quality evaluation methods is an important component of the article. Considering current challenges, it is worth paying attention to an analysis of the main trends in the tourism industry recommendations for preserving service quality due to the restrictive effects caused by the worldwide corona virus pandemic and war conditions. The key problem of Ukraine's European integration processes was and remains the quality of goods (services) produced in our country. The processes of its improvement and compliance with world standards is a prerequisite for European integration, as evidenced by the directives of the European Parliament and the EU Council, as well as the relevant agreements between the Government of Ukraine and the European Commission. Various methods of scientific research, namely analysis, observation and comparison, are used in the main body of the paper. The results of the research can be used by the tourism business to develop European quality standards that will accelerate the overcoming of the crisis, deepened by COVID-19 and the war in our country, and meet the requirements that will allow Ukraine to become a full member of the EU. Taking into account that the declared topic on the quality of tourist services is a rather broad concept it would be reasonable to study separately the quality of its components, namely,hotel service and catering, transport service and excursion component. All this could be the subject of separate studies. Taking the EU countries' achievements in these issues as the criteria of it, would be appropriate to use a comparative research method and focus on the characterization of the quality issue and its improvement in the post-pandemic and post-war periods.

ANALYSIS OF TOURISM TRENDS AND PROSPECTS IN THE KYRGYZREPUBLIC

Tourism worldwide is recognized as one of the most important sectors of the country's economy. However, in comparison with these countries, where tourism is highly developed at a high level, tourism has just begun to develop in the Kyrgyz Republic, along with there are shortcomings that are associated with the low level of development of tourism infrastructure, the discrepancy between prices and the quality of tourism services, the level of service that does not meet world standards, and the shortage of qualified personnel in the industry. This study analyses the current state and pace of development of the tourism industry through economic and financial indicators, including in-demand tourist trends for travel and tourism development prospects of the Kyrgyz Republic.

Human Talent and Its Impact on the Quality of Service in the Rural Community-Based Tourism Sector. Analysis and Theoretical Perspectives

Human talent in the tourism sector necessarily incorporates a global vision for quality improvement and sustainable development. Increased competition and the need to improve quality in tourism are closely linked. The objective of this work was to analyse the role of human talent. To analyse its impact on customer care and service quality in the tourism sector. An analysis and theoretical perspectives on the subject were established. Quality management was analysed as a key axis in the development of the tourism sector. Adequate management and the process that identifies the importance of the professional in the area were determined. A qualitative approach methodology was developed. The design was documentary interpretative. Bibliographic information was collected with theoretical and scientific positions. The material and content approached was based on the theories of tourism service quality. The information collected was collected globally on the web. The information was analysed using the triangulation technique. It is concluded that it is necessary to generate suitable mechanisms for tourism service quality. In addition, the work of the professional in the area must be highlighted to obtain significant achievements. These achievements are the satisfaction of the client who demands a tourist service. 

Does The Government Policy and T-Servqual Make Tourist Satisfaction?

Government policy and tourism service quality (T-Servqual) are important aspects of the tourism industry and can be increased performance organization and Tourist Satisfaction (customer satisfaction). This research aims to investigate government policy and T-Servqual toward customer (tourist) satisfaction in the Indonesia Tourism Industry. The sample size was 420 respondents with propulsive sampling used to determine the sample. The main instrument in this study is a questionnaire. The analysis used to examine the hypothesis of the study is structural equation modeling using AMOS version 20.0 software. The result of the study shows that: T-Servqual and government policy influence customer satisfaction. Nevertheless, government policy has the most influence on customer satisfaction. Therefore the manager in the tourism industry should improve more the T-Servqual.

PELATIHAN BAHASA INGGRIS PARIWISATA DI DESA WISATA MELER

Village tourism objects offer valuable assets that can be utilized by the village government in accelerating the welfare of the village community. The utilization of these assets cannot be separated from English communication competence. English competence has an effect on the quality of tourist services, particularly for foreign visitors. This service activity aims to improve communication skills in the English language of tourism and awareness of the essence of hospitality toward twenty-five persons in Meler village tourism. The service was carried out at the traditional house of Meler village and Meler tourist village cottage for four months (March - June 2021), once a week. The methods used to achieve this goal are lectures, question and answer, discussion, role-playing, demonstrations and personal presentation. The results show that the training participants understand the role of hospitality in tourism services and increase the fluency of communicating English in the tourism field.

Rural Tourism: Diversification and Modernisation of Tourist Infrastructure (on the Materials of the Transcarpathian Region)

In modern conditions, one of the promising areas of diversification of the rural economy in the Transcarpathian region is the rapid development of rural tourism. This is largely due to the concentration of unique natural and climatic, historical, cultural, and national-ethnic resources in rural areas. The assigning of tourism as one of the important priorities of rural economic development in decentralisation has intensified research to study the main trends in rural local tourism markets, the efficiency of tourism and recreational resources, and the level of tourism infrastructure, the quality of which creates an integrated tourism product to meet needs of tourists. The research aims to analyse and assess the level of development of functional tourism infrastructure and its impact on the efficiency of local rural tourism markets, the quality of tourism services, and outline promising areas for its development. By the purpose of the article, considerable attention is paid to the analysis of the existing network of health resorts, tourist and recreational facilities that make up the material and technical base and infrastructure of tourism. Given that the most popular type of tourism in the region is rural green tourism, the paper clarifies the main factors that determine its rapid development. Much attention is paid to the analysis of factors that negatively affect the development of tourist infrastructure. It is proved that the weakest link in the infrastructure chain of the market of tourist services is the state of development of “soft” infrastructure. The perspective directions of the development of “soft” infrastructure of rural tourism are outlined, focusing on the development of innovation-institutional, innovation-organisational, information-communicative, and security components. It is proved that the development of “soft” tourist infrastructure is an important area of diversification and modernisation of the rural economy, which in combination with socio-mental modernisation can ensure sustainable development of rural areas of Transcarpathia

PELATIHAN BAHASA INGGRIS BAGI STAF DINAS PARIWISATA KABUPATEN TABANAN

English is an international language which is important in the tourism sector. English is used not only as a means of communication but also as a means of improving the quality of tourism services. Tourists satisfaction can be increased, one of which is by increasing the language skills of the human resources involved in the sector. If the quality of human resources involved in the tourism sector is successfully improved, the level of tourist satisfaction can also be increased. Given the importance of English for the tourism sector, Udayana Service Program (Program Udayana Mengabdi) in the form of English training for Government Tourism Office of Tabanan Regency staff was carried out in order to improve the quality of the human resources, especially in English skills. The training material provided is in the form of English for Tourism which is tailored to the English needs of the trainees. This English training is a form of community service carried out by LP3M Udayana University as an effort to support the program of the Government Tourism Office of Tabanan Regency.

MARKET POWER AND COMPETITIVE POLICY ON THE MARKET OF TOURIST SERVICES INSURANCE

Abstract. Man’s desire for self-development through knowledge of the world, the realization of his right to rest are manifested in tourism. The development of tourism is also facilitated by globalization and international integration, visa liberalization with individual countries, as well as international economic and political unions. An effective tool for minimizing risks in tourism is insurance. Despite the long period of forming, the market of travel insurance in Ukraine still does not meet international standards, occupies a small place in the system of insurance services. The purpose of this study is the analysis of concentration on the market of tourist services insurance in Ukraine. The state and tendencies of concentration in the market of travel insurance in Ukraine are analyzed. Lorentz’ concentration curves in the market of medical expenses insurance are constructed. It has been shown that insurance in the market of medical expenses is essential for the development of tourism in Ukraine, especially outbound. In this system of provided insurance services the quality of tourist services should come first, which can be achieved only under conditions of perfect competition, state regulation and implementation of international insurance standards. It has been established that during 2014—2020 there were processes of increasing the market power of insurance companies, an oligopoly is formed with four or six main players. It has been shown that the leaders of insurance in the market of tourist services are large insurance companies with foreign capital, operating at the international level. Their gradual concentration in recent years indicates the improvement of the institutional framework of tourist insurance, and the increase in insurance premiums and insurance payments indicates the restoration of confidence of Ukrainians in insurers. Keywords: market power, concentration, competitive policy, insurance, tourism, market, risks. JEL Classіfіcatіon G22, L12, L13 Formulas: 6; fig.: 2; tabl.: 3; bibl.: 26.

SWOT-АНАЛІЗ ПОТЕНЦІАЛУ РОЗВИТКУ ТУРИЗМУ В ПОЛТАВСЬКІЙ ОБЛАСТІ

Opportunities for tourist development in Poltava region are considered. An assessment of the tourism potential in the region and a forecast of tourism development in the economic post-war reconstruction of Ukraine. The SWOT-analysis of the research object was carried out, the factors of its internal and external environment were determined, the weaknesses and strengths of the Poltava region in the market of tourist services were identified. The strengths of the region are: rich cultural and historical heritage; availability of recreational resources; popularity of everything related to Ukrainian culture and history; quite a wide range of tourist destinations. Weaknesses of the tourism industry of Poltava region are: the quality of tourism services; neglect of historical monuments; unsatisfactory condition of tourist infrastructure; low demand for tourist services due to insolvency of Ukrainians, disinterest of foreigners; shadow economy. The most probable potential opportunities for the economy of Poltava region and, in particular, its tourism sector in the post-war recovery period have been identified: government support, foreign and international partners, attracting investment, increasing demand for low-budget vacations, increasing potential customers and employees at the expense of internally displaced persons. Probable threats (obstacles) to the development of the tourism sector may be: possible destruction of the material base, environmental degradation due to hostilities; lack of funds to finance the tourism industry; competition with popular tourist regions; lack of demand for tourist services due to impoverishment and population decline, disinterest of foreigners. The authors have developed possible scenarios for the negative and positive effects of the socio-economic situation in Ukraine on various aspects of tourism. Competitive tourist products of the region have been identified – excursions to the region, health and green tourism. According to the results of the analysis, recommendations are given on strategies for using the potential of the tourism industry of Poltava region in the postwar period.

ТЕОРЕТИЧНІ ЗАСАДИ ДОСЛІДЖЕННЯ ТУРИСТИЧНОЇ ІНФРАСТРУКТУРИ ЯК ІННОВАЦІЙНОЇ ОСНОВИ РЕГІОНАЛЬНОГО РОЗВИТКУ ТУРИЗМУ

The article deals with the scientific approaches to the formation of theoretical and methodological foundations of tourism infrastructure innovative development in the context of regional economics and tourism research. The main theoretical provisions of modern research of tourist infrastructure, in particular regarding its content and structure, are highlighted. Definitions illustrating the main approaches to the interpretation of the concept of "tourism infrastructure" in Ukrainian and foreign science are analyzed. It was found that the dominant interpretation, which highlights the tourism infrastructure as a branch of the economy, rather than as a spatial structure. Modern tourism infrastructure covers almost all areas of tourism and includes tourism entities, the hospitality industry, tourism services and tourism products. The main elements of the tourism infrastructure are accommodation establishments, catering establishments, elements of the transport infrastructure. The accompanying infrastructure includes cultural institutions, entertainment facilities, sports facilities, health care facilities, within which additional tourism services are provided. Tourism infrastructure also has its own internal structure, which requires constant development and modernization. Research in the field of tourism infrastructure is innovative. Given the fact that most tourism resources are not subject to significant modifications in the process of destination management, it is the infrastructure that becomes a significant innovative factor in their development. It is concluded that the availability of tourism infrastructure forms tourism regions, promotes their tourism specialization. Due to the availability of infrastructural connections between individual facilities, the quality of tourism services in the destination is increasing. In the socio-humanitarian dimension, the functioning of tourism infrastructure is primarily due to the specific complex of human needs that are met by tourism and have sufficient motivational power to encourage people to travel. A special role in the development of tourism infrastructure is played by the marketing policy of regional tourism development, which allows intensifying tourist flows by forming competitive regional and local tourism products.

The effects of innovative management, digital marketing, service quality and supply chain management on performance in cultural tourism business

This article analyses how innovative management methods including collaborative networks, digital marketing, service quality, and supply chain management can bring increased potential performance for cultural tourism in the northeast of Thailand. To reveal the preconditions and factors like innovative management, service quality, digital marketing, and supply chain management that enable cultural tourism performance in Thailand's northeast, a survey was done utilizing a questionnaire and a simple random approach with key informants such as tourists. The findings imply that encouraging performance is dependent on innovative management, service quality, digital marketing, and supply chain management in cultural tourism.

РЕГІОНАЛЬНА ПОЛІТИКА ТА ОЦІНЮВАННЯ СТАЛОГО РОЗВИТКУ ТУРИЗМУ ЗАПОРІЗЬКОЇ ОБЛАСТІ

The article investigates the theoretical and methodological principles and practical aspects of regional policy of sustainable tourism development. It is noted that despite the large number of scientific studies, the problems of regional policy of sustainable tourism development taking into account the current situation in some regions, in particular in the Zaporizhzhia region, remain relevant and require further research and additional scientific and practical achievements. The scientific definition of "regional policy", "sustainable development" and "sustainable tourism" has been clarified. It is emphasized that regional policy is an integral part of public policy, which is aimed at organizing the national space in accordance with the chosen development strategy. Sustainable development is an important factor in the development of tourism, which meets the needs of the present, but does not jeopardize the ability of future generations to meet their own needs. It is proposed to monitor the main indicators for assessing the sustainable development of tourism in the region: volumes and directions of tourist flows; economic efficiency of tourism; efficiency of tourist activity at the level of enterprises of the tourist sphere; assessment of the state of tourist infrastructure. Indicators of sustainable tourism development in the Zaporizhia region are considered and analyzed. The main trends in tourism development in the Zaporizhzhia region are identified. The dynamics of the main indicators of tourism activity within the region was typical for Ukraine. According to state statistics, the dynamics of tourism in the Zaporizhzhia region over the past two years, unfortunately, is negative, which is most likely due to the epidemiological situation in the country and the world. The necessity to take into account first of all the regional specifics of the territories in the implementation of the policy of sustainable tourism development in the regions is substantiated. It is noted that in the Zaporizhzhia region there are important prerequisites to enter the most developed in terms of tourism in Ukraine and Europe. Zaporizhzhia region has a favorable geopolitical location, comfortable microclimatic conditions, diverse landscape, unique flora and fauna, historical and cultural heritage, sufficient natural and health resources. The orientation of the regional policy of tourism development of Zaporizhia region is highlighted. The task of ensuring sustainable development is indicated. The primary task of forming a regional policy of sustainable tourism development should be to consolidate the efforts of all executive bodies to create favorable conditions for improving the quality of tourism services to the level of international standards, tourism and general infrastructure of the region. Ultimately, the sustainable development of tourism leads to the sustainable development of the entire territory, while protecting nature, culture, social and economic development.

Primena marketinga drustvenih mreža u turizmu

Nowadays, the usage of social media has become integral part of life for many generations. These Web-based tools have allowed tourism companies to identify tourists ' needs and keep up with ever-changing market. Thus, this research paper presents the application of social media in tourism marketing, which extend tourism boundaries in innovative way. In this regard, the subject of the paper is to determine if social media have positive impact on business performances in tourism sector and how to incorporate these tools in tourism brand strategies. The paper is based on secondary data, gathered from academic publications from different scientific fields: tourism, marketing and IT. Research results confirmed the primary hypotheses, which indicated that social media have positive impact on tourists 'purchase intentions and brand loyalty, through which business performances of tourism companies have been improved The significance of the research results is reflected as the optimization of social media usage in tourism marketing in order to improve the quality of tourism services and tourists 'satisfaction.