Abstract
This study aims to identify the effects of package tour dimensions on overall customer satisfaction. A literature review and analysis of data obtained from 4029 Russian tourists visiting Antalya, Turkey, enabled the authors to identify the dimensions of a typical package tour process. Thereafter, the main and interaction effects of package tour dimensions ("flight", "transfer services", "vehicle", "info", "hotel" and "guide") on overall customer satisfaction were tested by ordinal regression analysis. Inclusion of the interaction effects between "transfer services" and "vehicle" and between "guide" and "info" significantly improved the research model. This result indicates that low performance of "vehicle" and "info" can be tolerated by well-organised "transfer services" and professional "guide" services.
| Original language | English |
|---|---|
| Pages (from-to) | 274-289 |
| Number of pages | 16 |
| Journal | Journal of Quality Assurance in Hospitality and Tourism |
| Volume | 17 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 14 Jan 2016 |
Keywords
- Ordinal regression analysis, package tour , satisfaction, tour operator
