Service quality, satisfaction and revisit intention: a conceptual model / Nurul Amalinah Rusdin and Rosmalina Abdul Rashid

• Main Authors: Rusdin, Nurul Amalinah, Abdul Rashid, Rosmalina
• Format: Article
• Language: English
• Published: Faculty of Hotel & Tourism Management, Universiti Teknologi MARA 2018
• Subjects: Travel. Voyages and travels (General); Ecotourism; Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• Online Access: https://ir.uitm.edu.my/id/eprint/65302/1/65302.pdf; https://ir.uitm.edu.my/id/eprint/65302/; https://www.jthca.org/
• Institution: Universiti Teknologi Mara

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