Service Quality of Troy: An Importance-satisfaction Analysis

Huseyin Ridvan Yurtseven

MPRA Paper from University Library of Munich, Germany

Abstract: The main purpose of this study was to measure Troy visitors’ perceptions of service quality in terms of importance and satisfaction by visitor types. Troy visitors were categorized into four different types: the scholar, the general, the student, and the reluctant. The significant finding of this research has been that the importance service elements of the scholar visitors were perceived not to be present, while the majority of these elements were perceived to be present in Troy for the general, the student and the reluctant visitor. Perceptions of service quality by Troy visitors are not homogeneous. Consequently, specific and differentiated offers should be designed by the site organization for each type of visitor. The advantage of using importance-satisfaction analysis in this research is to underline the major service quality elements of heritage sites which are given high importance and perceived to be present by visitor types.

Keywords: service quality of heritage sites; importance-satisfaction analysis; Troy (search for similar items in EconPapers)
JEL-codes: L83 M1 O1 (search for similar items in EconPapers)
Date: 2005-10-10, Revised 2006-02-25
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Published in TOURISMOS: An International Multidisciplinary Refereed Journal of Tourism 2.1(2006): pp. 61-75

Downloads: (external link)
https://mpra.ub.uni-muenchen.de/25396/1/MPRA_paper_25396.pdf original version (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:pra:mprapa:25396

Access Statistics for this paper

More papers in MPRA Paper from University Library of Munich, Germany Ludwigstraße 33, D-80539 Munich, Germany. Contact information at EDIRC.
Bibliographic data for series maintained by Joachim Winter ().