 The Application of SERVQUAL Model on Detecting Satisfaction and Behavioral Intention of Eco Tourists: A Study of Sri Lankan Eco ResortsR. S. S. W. Arachchi ()
Chapter Chapter 9 in Future of Tourism in Asia, 2021, pp 141-155 from Springer Abstract: Abstract The main focus of this research is to find out the reasons for less eco-tourists arrivals to Sri Lanka This study investigates whether service quality practices of eco-resorts are affecting to the satisfaction and behavioral intention of tourists. According to the findings of the study, eco-resort service quality practises have an influence on eco-tourists’ intentions to visit the eco-resorts. If a resort fails to implement them to the level expected by visitors, it will have a negative impact on their satisfaction and behaviour intentions. Tourists will not return to the place as a repeat customer, and they will not suggest it to others. As a result, favourable word of mouth from them is unlikely. The personal touch of service is critical in the tourist and hospitality industries, according to this study. This research findings show the major service quality issues in the eco-resorts, it will be beneficial for eco-resorts operators to think about managerial implications on this matter. Keywords: SERVQUAL model; Eco-tourists; Satisfaction; Behavioral intention; Sri Lanka (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-1669-3_9 Ordering information: This item can be ordered from DOI: 10.1007/978-981-16-1669-3_9 Access Statistics for this chapter More chapters in Springer Books from Springer |
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