Assessment of Service Quality of Leisure Center and the Intention to Revisit a Destination
Abstract
Revisit intention is considered one of the key subjects in the current tourism industry. This paper examines the influence of the service quality of a leisure center on future intention to revisit Orlando city, as influenced by overall tourist satisfaction and destination image. Data was collected from 313 visitors of Orlando city, United States. The results indicated that leisure service quality positively affected the overall tourist satisfaction with the city and destination image. Additionally, tourist satisfaction and positive destination image positively impacted tourists’ intention to revisit the city. Moreover, tourist satisfaction and destination image fully mediated the linkage between service quality and tourist intention to revisit the destination in the model with two parallel mediators. Received results indicate that leisure service quality plays a vital role in tourist satisfaction. High quality service will positively affect the travel intentions of leisure center tourists, inclining them revisit the city. Thus, leisure centers and the leisure tourism industry should better understand the expectations and demands of tourists.
References
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[13] Çelik, S. and Dedeoğlu, B. B. 2019. Psychological factors affecting the behavioral intention of the tourist visiting Southeastern Anatolia. Journal of Hospitality and Tourism Insights, 425–50. DOI:https://doi.org/10.1108/JHTI-01-2019-0005
[14] Cham, T.-H., et al. 2021. Medical tourism destination image and its relationship with the intention to revisit: A study of Chinese medical tourists in Malaysia. Journal of China tourism research, 17 (2): 163-91. DOI:https://doi.org/10.1080/19388160.2020.1734514
[15] Chan, W.-C., et al. 2021. Controllable drivers that influence tourists’ satisfaction and revisit intention to Semenggoh Nature Reserve: The moderating impact of destination image. Journal of Ecotourism, 1-19. DOI:https://doi.org/10.1080/14724049.2021.1925288
[16] Chen, C.-M., Chiu, M.-C. and Yen, C.-C. 2021. Using PZB to Explore the Impact of Leisure Farm Service Quality on the Willingness to Revisit: Using Satisfaction as an Intermediary Variable. International Journal of Organizational Innovation, 13 (3): 250-73. Available at: https://cutt.ly/LmhSAYw
[17] Chiu, W., Zeng, S. and Cheng, P. S.-T. 2016. The influence of destination image and tourist satisfaction on tourist loyalty: a case study of Chinese tourists in Korea. International Journal of Culture, Tourism and Hospitality Research, 223-34. DOI: https://doi.org/10.1108/IJCTHR-07-2015-0080
[18] Damanik, J. and Yusuf, M. 2021. Effects of perceived value, expectation, visitor management, and visitor satisfaction on revisit intention to Borobudur Temple, Indonesia. Journal of Heritage Tourism, 1-16. DOI:https://doi.org/10.1080/1743873X.2021.1950164
[19] Davras, Ö. and Özperçin, İ. 2021. The relationships of motivation, service quality, and behavioral intentions for gastronomy festival: the mediating role of destination image. Journal of Policy Research in Tourism, Leisure and Events: 1-14. DOI: https://doi.org/10.1080/19407963.2021.1968881
[20] Gholipour S., Ali, and Einolahzadeh, H. 2018. The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4 (1): 2-14. DOI: https://doi.org/10.1080/23311886.2018.1560651
[21] Habibi, A. and Rasoolimanesh, S.M. 2021. Experience and service quality on perceived value and behavioral intention: Moderating effect of perceived risk and fee. Journal of Quality Assurance in Hospitality & Tourism, 22 (6): 711-37. DOI: https://doi.org/10.1080/1743873X.2021.1950164
[22] Haji, S., Surachman, S., Ratnawati, K. and Mintartirahayu, M. 2021. The effect of experience quality, perceived value, happiness and tourist satisfaction on behavioral intention. Management Science Letters, 11 (3): 1023-32. DOI: http://dx.doi.org/10.5267/j.msl.2020.9.040
[23] Han, G.-S., Lee, J.-H. and Ko, W. 2016. The relationship among flow, satisfaction, service quality, and revisit intention of college ski class participants. Journal of the Korea Academia-Industrial Cooperation Society, 17 (6): 459-68. DOI: https://doi.org/10.5762/kais.2016.17.6.459
[24] Hasan, K., et al. 2020. An integrated model for examining tourists’ revisit intention to beach tourism destinations. Journal of Quality Assurance in Hospitality & Tourism, 21 (6): 716-37. DOI:https://doi.org/10.1080/1528008X.2020.1740134
[25] Heydari F., Maryam, Ali Sanayei, and Azarnoush Ansari. 2021. Determinants of medical tourists’ revisit and recommend intention. International Journal of Hospitality & Tourism Administration, 22 (4): 429-54. DOI:https://doi.org/10.1080/15256480.2019.1650688
[26] Howat, G., Crilley, G. and Mcgrath, R. 2008. A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres. Managing Leisure, 13 (3-4): 139-61. DOI:https://doi.org/10.1080/13606710802200829
[27] Howat, G., Absher, J., Crilley, G. and Milne, I. 1996. Measuring customer service quality in sports and leisure centres. Managing leisure, 1 (2): 77-89. DOI: https://doi.org/10.1080/136067196376456
[28] Hu, F. and Shen, H. 2021. Memorable Tourism Experiences, Destination Image, Satisfaction, and Revisit Intention of Chinese Outbound Tourists to South Pacific Islands. In Advances in Hospitality and Leisure, 103-28. Emerald Publishing Limited. DOI: https://doi.org/10.1108/S1745-354220210000017006
[29] Huang, J. 2015. The relationship between push-pull factors and destination loyalty: a flow theory perspective. ISCTE – University Institute of Lisbon. Available at: https://repositorio.iscte-iul.pt/bitstream/10071/11642/1/Thesis%20final-Jie%20Huang.pdf.
[30] Juliana, J. et al. 2021. Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables. Journal of Islamic Marketing, 161-76. DOI: https://doi.org/10.1108/JIMA-08-2020-0245
[31] Khoo, K. L. 2020. A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 2-15. DOI:https://doi.org/10.1108/prr-08-2019-0029
[32] Khuong, Mai Ngoc, and Nguyen Phuong Quyen. 2016. Factors affecting international tourists' perceived service quality and return intention-a study in Ho chi minh city, Vietnam. Rev. Eur. Stud., 8: 133. DOI:https://doi.org/10.5539/res.v8n3p133
[33] Kim, Woo Gon, and Yun Ji Moon. 2009. Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International journal of hospitality management, 28 (1): 144-56. DOI: https://doi.org/10.1108/JIMA-08-2020-0245
[34] Kline, E., et al. 2012. Convergent and discriminant validity of attenuated psychosis screening tools. Schizophrenia research, 134 (1): 49-53. DOI: https://doi.org/10.1016/j.schres.2011.10.001
[35] Kusdibyo, L. 2021. Tourist loyalty to hot springs destination: the role of tourist motivation, destination image, and tourist satisfaction. Leisure/Loisirm 1-28. DOI: https://doi.org/10.1080/14927713.2021.1986420
[36] Lai, Kim Piew, Yee Yen Yuen, and Siong Choy Chong. 2020. The effects of service quality and perceived price on revisit intention of patients: the Malaysian context. International Journal of Quality and Service Sciences,541-58. DOI: https://doi.org/10.1108/IJQSS-02-2019-0013
[37] Lee, Hui Chen, Hung Li Pan, and Chih Chiang Chung. 2019. The Study of Destination Image, Service Quality, Satisfaction and Behavioral Intention - An Example of Dapeng Bay National Scenic Area. International Journal of Organizational Innovation, 1 (3): 25-36. Available at: https://www.ijoi-online.org/attachments/article/117/0882%20Final.pdf
[38] Lee, J.C., et al. 2021. Photo taking paradox: contrasting effects of photo taking on travel satisfaction and revisit intention. Journal of Travel Research, 60 (4): 833-45. DOI:https://doi.org/10.1177%2F0047287520912334
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Published
2022-03-31
How to Cite
ALSHIHA, Ahmed.
Assessment of Service Quality of Leisure Center and the Intention to Revisit a Destination.
Journal of Environmental Management and Tourism, [S.l.], v. 13, n. 2, p. 367-378, mar. 2022.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/6892>. Date accessed: 20 apr. 2024.
doi: https://doi.org/10.14505/jemt.v13.2(58).07.
Section
Article
Copyright© 2023 The Author(s). Published by ASERS Publishing 2023. This is an open access article distributed under the terms of CC-BY 4.0 license.