We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
An Empirical Study on the Impact of Differences in Bed and Breakfast Service Quality Attributes on Customers' Revisiting Desires.
- Authors
Wu-Chung Wu; Chih-Yun Yang
- Abstract
In recent years, Bed and Breakfast (B&B) operations have quickly grown popular, and, in particular, growth in the Tsing-Ching area of Taiwan has been the fastest and most concentrated. Previous studies have shown that tourists' satisfaction from a visit is significantly and positively related to their desire for revisiting that B&B. But, it seems that from the tourists' satisfaction level we cannot differentiate revisiting incentives deployed by B&B operators with varying characteristics. This paper presents an empirical study, based on questionnaires, on the impact of differing levels of B&B service quality on customers' desires to revisit. The Kano table is first applied to define each quality element, and then through one-way ANOVA analysis the service quality elements perceived by customers with the most significant difference are isolated. Logistic regression is applied to the customers' desire to revisit each B&B to uncover the preferences they hold for specific quality elements that contribute to their decisions to revisit, even among B&Bs that provide similar service elements. This provides an explanation for why customers choose and continue to return to specific B&B businesses over others within highly competitive areas in popular tourist destinations.
- Subjects
TAIWAN; BED &; breakfast accommodations; QUALITY of service; CUSTOMER services; TOURIST camps, hostels, etc.; SERVICE industries; ANALYSIS of variance; SERVICES for tourists; QUESTIONNAIRES; TOURIST attractions
- Publication
International Journal of Organizational Innovation, 2010, Vol 2, Issue 4, p223
- ISSN
1943-1813
- Publication type
Article