Service quality and previous experience as a moderator in determining tourists' satisfaction with rural tourism destinations in Malaysia: A partial least squares approach

被引：24

作者：

Rajaratnam, Sushila Devi ^{[1
]}

Munikrishnan, Uma Thevi ^{[1
]}

Sharif, Saeed Pahlevan ^{[2
]}

Nair, Vikneswaran ^{[1
]}

机构：

[1] Taylors Univ, Sch Hospitality Tourism & Culinary Arts, Subang Jaya 47500, Selangor, Malaysia

[2] Taylors Univ, Sch Business, Subang Jaya 47500, Selangor, Malaysia

来源：

5TH ASIA-EURO CONFERENCE 2014 IN TOURISM, HOSPITALITY & GASTRONOMY | 2014年 / 144卷

关键词：

Rural Tourism; Malaysia; Service Quality; Tourist Satisfaction; Partial Least Squares; Moderating Effect; BEHAVIORAL INTENTIONS; PLS-SEM;

D O I：

10.1016/j.sbspro.2014.07.288

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This paper examined tourists' perception of service quality in rural tourism destinations on satisfaction as well as the moderating effect of previous experience on this relationship. Data from 309 valid questionnaires was analyzed using variance-based Partial Least Squares-Structural Equation Modeling (PLS-SEM) method. Perceived service quality has a significant positive influence on tourist satisfaction. Moreover, previous experience moderates the relationship between perceived service quality and satisfaction. The findings of this study offer some interesting implications for practitioners and researchers. (C) 2014 Elsevier Ltd.

引用

页码：203 / 211

页数：9

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