Assessment of Service Quality of Leisure Center and the Intention to Revisit a Destination

  • Ahmed Alshiha King Saud University, Saudi Arabia


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.


[1] Abbasi, G.A., Kumaravelu, J., Goh, Y.-N. and Singh, K.S. D. 2021. Understanding the intention to revisit a destination by expanding the theory of planned behaviour (TPB). Spanish Journal of Marketing-ESIC: 280-307. DOI:
[2] Abdulla, S. A. M., et al. 2019. Antecedents of Dubai revisit intention: The role of destination service quality and tourist satisfaction. Restaurant Business, 118 (10): 307-16. DOI:
[3] Abdullah, S. and Lui, E. 2018. Satisfaction Drivers and revisit intention of International Tourists in Malaysia. Journal of Tourism, Hospitality and Environment Management, 3 (9): 1-13. DOI:
[4] Akroush, M. N, et al. 2016. Tourism service quality and destination loyalty–the mediating role of destination image from international tourists’ perspectives. Tourism Review, 18-44. DOI:
[5] Alam, J. 2021 Effects of service quality on satisfaction in Eastern University Library, Bangladesh. IFLA journal, 47 (2): 209-22. DOI:
[6] Aliedan, M.M., Sobaih, A.E.E. and Elshaer, I. A. 2021. Influence of Cities-Based Entertainment on Tourist Satisfaction: Mediating Roles of Destination Image and Experience Quality. Sustainability, 13 (19): 11086. DOI:
[7] An, Soyoung, Suh, J. and Eck, T. 2019. Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for Airbnb guests. International Journal of Tourism Sciences, 19 (3): 145-65. DOI:
[8] Arasli, H., et al. 2021. Key attributes of Muslim-friendly hotels’ service quality: voices from booking. com. Journal of Islamic Marketing, 2-22. DOI:
[9] Awang, Z. 2012. Research methodology and data analysis second edition: UiTM Press.
[10] Baron, R.M. and Kenny, D. A. 1986. The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology 51 (6): 1173. DOI:
[11] Barshan, G., Elahi, A. and Aghaei, N 2017. Impact of service quality on satisfaction, loyalty and intention to revisit of sport customers: The case study of swimming pools in Alborz Province. International Review of Management and Marketing, 7 (2): 334-39. Retrieved from http://files/110/Barshan et al. - 2017 - Impact of Service Quality on Satisfaction, Loyalty.pdf.
[12] Başarangil, İ. 2018. The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors. Tourism and Hospitality Research, 18 (4): 415-28. DOI:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[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:
[29] Huang, J. 2015. The relationship between push-pull factors and destination loyalty: a flow theory perspective. ISCTE – University Institute of Lisbon. Available at:
[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:
[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:
[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:
[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:
[34] Kline, E., et al. 2012. Convergent and discriminant validity of attenuated psychosis screening tools. Schizophrenia research, 134 (1): 49-53. DOI:
[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:
[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:
[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:
[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:
[39] Lee, K., et al. 2021. The impact of service quality and customer satisfaction on consumer spending in wineries. The Service Industries Journal, 41 (3-4): 248-60. DOI:
[40] Lee, So Young, and Jun Ha Kim. 2014. Effects of servicescape on perceived service quality, satisfaction and behavioral outcomes in public service facilities. Journal of Asian Architecture and Building Engineering, 13 (1): 125-31. DOI:
[41] Li, Minglong, Dexiang Yin, Hailian Qiu, and Billy Bai. 2021. A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations. International Journal of Hospitality Management, 95: 1-10. DOI:
[42] Liang, Xinjian, and Jiaolong Xue. 2021. Mediating effect of destination image on the relationship between risk perception of smog and revisit intention: a case of Chengdu. Asia Pacific Journal of Tourism Research, 26 (9): 1024-37. DOI:
[43] Lin, Yao-Chang, Yao-Hsien Lee, Jau-Ming Su, and Li-Yang Hsieh. 2018. Relationships among service quality, experiential marketing, and the revisit intention of visitors to tourism factories. International Journal of Economics and Research, 9 (2): 22-37. Available at:
[44] Liu, Chih-Hsing Sam, and Tingko Lee. 2016. Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52: 42-54. DOI:
[45] Loi, L.T. et al. 2017. Does the quality of tourist shuttles influence revisit intention through destination image and satisfaction? The case of Macao. Journal of Hospitality and Tourism Management, 32: 115-23. DOI:
[46] Mohaidin, Z., Wei, K. T. and Murshid, M. A. 2017. Factors influencing the tourists’ intention to select sustainable tourism destination: a case study of Penang, Malaysia. International Journal of Tourism Cities, 442-65. DOI:
[47] Neuvonen, Marjo, Eija Pouta, and Tuija Sievänen. 2010. Intention to revisit a national park and its vicinity: Effect of place attachment and quality perceptions. International Journal of Sociology, 40 (3): 51-70. DOI:
[48] Nghiem-Phu, Binh. 2021. Predicting Tourist Loyalty to a Small Emerging Destination–The Importance of Destination Image. ASEAN Marketing Journal, 9 (2): 4. DOI:
[49] Nguyen Viet, Bang, Huu Phuc Dang, and Ho Hai Nguyen. 2020. Revisit intention and satisfaction: The role of destination image, perceived risk, and cultural contact. Cogent Business & Management, 7 (1): 1796249. DOI:
[50] Nunnally, J. C. 1978. Psychometric Theory 2nd ed. Mcgraw hill book company.
[51] Perwitasari, F.A. 2021. The Effect of Service Quality, Price, and Location on Visitors Satisfaction (An Empirical Study at Pasir Jambu Rest Area, Ciwidey). Universitas Muhammadiyah Surakarta. Available at:
[52] Pratminingsih, S. A., Rudatin, C. L. and Rimenta, T. 2014. Roles of motivation and destination image in predicting tourist revisit intention: A case of Bandung-Indonesia. International Journal of Innovation, Management and Technology, 5 (1): 19. DOI:
[53] Rini, E. S., et al. 2021. Intention to Revisit Tourist Destinations in Indonesia.
[54] Romiti, A. and Sarti, D. 2016. Service quality experience and customers’ behavioural intentions in active sport tourism. Modern Economy, 7 (12): 1361. DOI:
[55] Rusdin, N. A., and Rashid, R. A. 2018. Service quality, satisfaction and revisit intention: A conceptual model. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 10 (2): 1-11. Available at:
[56] Sabilillah, J.U. and Usman, O. 2021. The effect of service quality, price and facilities on visitor satisfaction in Ragunan. Price and Facilities on Visitor Satisfaction in Ragunan (January 16, 2021), 2-21. DOI:
[57] San Martin, H., Collado, J. and Del Bosque, I. R. 2013. An exploration of the effects of past experience and tourist involvement on destination loyalty formation. Current Issues in Tourism, 16 (4): 327-42. DOI:
[58] Soliman, M. 2021. Extending the theory of planned behavior to predict tourism destination revisit intention. International Journal of Hospitality & Tourism Administration, 22 (5): 524-49. DOI:
[59] Su, L., Hsu, M. K. and Swanson, S. 2017. The effect of tourist relationship perception on destination loyalty at a world heritage site in China: The mediating role of overall destination satisfaction and trust. Journal of Hospitality & Tourism Research, 41 (2): 180-210. DOI:
[60] Timur, B. 2018. Service quality, destination image and revisit intention relationships at thermal tourism businesses. Journal of Gastronomy Hospitality and Travel, 1 (1): 38-48. DOI:
[61] Tuncer, İ., Unusan, C. and Cobanoglu, C. 2021. Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of Quality Assurance in Hospitality & Tourism, 22 (4): 447-75. DOI:
[62] Wang, B., et al. 2017. Car tourism in Xinjiang: The mediation effect of perceived value and tourist satisfaction on the relationship between destination image and loyalty. Sustainability, 9 (1): 22. DOI:
[63] Wirth, R., and Edwards, M.C. 2007. Item factor analysis: current approaches and future directions. Psychological methods, 12 (1): 58. DOI:
[64] Wu, H.-C., Ai, C.-H., Yang, L.-J. and Li, T. 2015. A study of revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. Journal of China Tourism Research, 11 (4): 371-401. DOI:
[65] Zeithaml, V.A, Berry, L.L. and Parasuraman, A. 1988. Communication and control processes in the delivery of service quality. Journal of marketing, 52 (2): 35-48. DOI:
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: <>. Date accessed: 18 may 2022. doi: