Service quality, satisfaction andrevisit intention: A conceptualmodel

• Main Authors: Rosmalina Abdul Rashid, Nurul Amalinah Rusdin
• Format: Article
• Language: English
• Published: UITM Press 2018
• Subjects: HG Finance
• Online Access: https://eprints.ums.edu.my/id/eprint/21878/1/A%20descriptive%20recreation%20activity%20patterns%20of%20international%20tourists%20in%20Tunku%20Abdul%20Rahman%20Park.pdf; https://eprints.ums.edu.my/id/eprint/21878/

Tourist’s satisfaction is a primary issue in the context of tourism because it is the key measure indetermining whether a tourist is satisfied with their overall visit and their revisit intention. Previousunderpinning theories in measuring tourist’s satisfaction and behavioural intention was adopted todevelop the conceptual model. The model identifies tourist satisfaction level based on service quality withthe addition of two sustainable practice variables. In addition, two additional sustainability dimensionswere included in the conceptual model to replicate the ecotourism destination attributes. The conceptualmodel is useful in determining tourist satisfaction and revisit intention especially in ecotourism-relateddestination.