This document analyzes factors affecting the quality of tourism services in Vietnam's Lower Mekong River Basin. It uses a survey of 244 customers and statistical analysis to identify key factors. The analysis found four main factors: 1) Reliability and responsiveness, like food safety and trip costs; 2) Facilities, such as natural landscapes and restaurants; 3) Empathy, including employee communication skills and customer care; and 4) Tangibles, such as traffic systems and employee appearance. The study aims to provide suggestions for improving tourism service quality in the region.
“Mode choice between Roadway and Waterway ... • Roadway and waterway are plays an important role in our country’s society and economy as well as in our multi-modal transportation system. Its low expenses and high accessibility, as compared with other alternatives, amplifies a great demand
interesting civil engineering topics
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civil engineering seminar topics 2018
best seminar topics for civil engineering
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This document discusses measurement of travel time variability using floating car data. It defines key terms like mean travel time, standard deviation, 95th percentile travel time, buffer index, and planning time index. These statistical measures are used to analyze travel time variability in three case studies on selected highways. The buffer index and planning time index are identified as the most effective reliability measures for communicating with the public.
Evaluating the Service Quality at Lung Ngoc Hoang Tourist Site, Hau Giang Pro...ijtsrd
This study uses the IPA model to evaluate the service quality of the Lung Ngoc Hoang Tourist area. Research data were collected by convenient sampling with a sample size of 197 tourists who have ever visited and experienced the service at the Lung Ngoc Hoang tourist site. The research results show that only 8 over 30 criteria measuring the service quality rated by tourists have better performance levels than expected. In general, visitors claimed that the service quality of the Lung Ngoc Hoang tourist site does not meet their expectations. In particular, the criteria that are most rated not meeting the expectation are Plenty delicious dishes, specialties, and rich souvenirs and Good communication system . Then follow the criteria Convenient transportation system , Guaranteed security , and Quick resolve of customers complaints and problems . Nguyen Thi Bich Thuy | Nguyen Quoc Nghi "Evaluating the Service Quality at Lung Ngoc Hoang Tourist Site, Hau Giang Province" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35905.pdf Paper URL : https://www.ijtsrd.com/management/management-development/35905/evaluating-the-service-quality-at-lung-ngoc-hoang-tourist-site-hau-giang-province/nguyen-thi-bich-thuy
An Ordinal Logistic Regression Model For Analyzing Airport Passenger Satisfac...Roman Shrestha
This document presents a study on developing an ordinal logistic regression model to analyze airport passenger satisfaction at Lamezia Terme International Airport in Italy. The study collected survey data from 1,800 passengers on their perceptions of various airport service quality factors and their overall satisfaction. An ordinal logistic regression model was developed to analyze the relationship between service quality aspects and passenger satisfaction. The results showed that some factors like airport appearance had an insignificant impact while factors like competence of personnel were significant predictors of satisfaction. The model can help airport managers identify key service aspects to improve passenger satisfaction and service quality.
Identifying critical elements quality for online travel agency: A comparison ...inventionjournals
Intense competition among online travel agencies has made the improvement of service quality a crucial issue. To improve the service quality of online travel agencies, enhancing customer satisfaction is the top priority. This study surveyed customers in Taiwan and Mainland China on their views and ratings of the service quality of online travel agencies on both sides of the Taiwan Strait.We combined e-SERVQUAL, importance-performance analysis (IPA), and the Kano two-dimensional model to investigate the service quality of online travel agencies on both sides of the Taiwan Strait and understand the perceptions and experiences of customers.The results provide online travel agencies on both sides of the Strait with direction for service quality improvement and promote market competitiveness and sustainable operations.
● An Analysis of Urban Vacant Land on the Macau Peninsula
https://ojs.bilpublishing.com/index.php/jgr/article/view/4595
● Analysis of Chinese Citizens’ Perception and Its Differences of City Spirit: A Case Study of Hefei City
https://ojs.bilpublishing.com/index.php/jgr/article/view/4788
● The Use of Airborne LiDAR in Assessing Coastal Erosion in the Southeastern USA
https://ojs.bilpublishing.com/index.php/jgr/article/view/4762
● Spatial-temporal Evolution and Its Influencing Factors of Tourism Eco-efficiency in China
https://ojs.bilpublishing.com/index.php/jgr/article/view/4688
● Comparative Assessment of Heavy Metals Pollution in Surface Water in Ikoli River and Epie Creek in Yenagoa Metropolis Using Geographical Information System https://ojs.bilpublishing.com/index.php/jgr/article/view/4696
Selecting logistics providers in Thailand a shippers’ perspectiveMahmoud M. Ali
This document presents a study that aimed to identify key attributes of freight logistics service quality and examine how these attributes impact shippers' selection of third-party logistics service providers. The researchers conducted a survey and interviews with shippers and logistics providers in Thailand. Through statistical analysis of the results, they identified 24 freight logistics service attributes that were categorized into six dimensions: reliability, assurance, tangibility, empathy, responsiveness, and cost. The study found that freight logistics service quality significantly impacts shippers' selection of third-party logistics providers, with reliability, assurance, and cost being most important.
“Mode choice between Roadway and Waterway ... • Roadway and waterway are plays an important role in our country’s society and economy as well as in our multi-modal transportation system. Its low expenses and high accessibility, as compared with other alternatives, amplifies a great demand
interesting civil engineering topics
civil engineering topics for presentation
civil seminar topics ppt
civil engineering seminar topics 2018
best seminar topics for civil engineering
seminar topics pdf
seminar topics for mechanical engineers
seminar topic for civil engineering pdf
This document discusses measurement of travel time variability using floating car data. It defines key terms like mean travel time, standard deviation, 95th percentile travel time, buffer index, and planning time index. These statistical measures are used to analyze travel time variability in three case studies on selected highways. The buffer index and planning time index are identified as the most effective reliability measures for communicating with the public.
Evaluating the Service Quality at Lung Ngoc Hoang Tourist Site, Hau Giang Pro...ijtsrd
This study uses the IPA model to evaluate the service quality of the Lung Ngoc Hoang Tourist area. Research data were collected by convenient sampling with a sample size of 197 tourists who have ever visited and experienced the service at the Lung Ngoc Hoang tourist site. The research results show that only 8 over 30 criteria measuring the service quality rated by tourists have better performance levels than expected. In general, visitors claimed that the service quality of the Lung Ngoc Hoang tourist site does not meet their expectations. In particular, the criteria that are most rated not meeting the expectation are Plenty delicious dishes, specialties, and rich souvenirs and Good communication system . Then follow the criteria Convenient transportation system , Guaranteed security , and Quick resolve of customers complaints and problems . Nguyen Thi Bich Thuy | Nguyen Quoc Nghi "Evaluating the Service Quality at Lung Ngoc Hoang Tourist Site, Hau Giang Province" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-1 , December 2020, URL: https://www.ijtsrd.com/papers/ijtsrd35905.pdf Paper URL : https://www.ijtsrd.com/management/management-development/35905/evaluating-the-service-quality-at-lung-ngoc-hoang-tourist-site-hau-giang-province/nguyen-thi-bich-thuy
An Ordinal Logistic Regression Model For Analyzing Airport Passenger Satisfac...Roman Shrestha
This document presents a study on developing an ordinal logistic regression model to analyze airport passenger satisfaction at Lamezia Terme International Airport in Italy. The study collected survey data from 1,800 passengers on their perceptions of various airport service quality factors and their overall satisfaction. An ordinal logistic regression model was developed to analyze the relationship between service quality aspects and passenger satisfaction. The results showed that some factors like airport appearance had an insignificant impact while factors like competence of personnel were significant predictors of satisfaction. The model can help airport managers identify key service aspects to improve passenger satisfaction and service quality.
Identifying critical elements quality for online travel agency: A comparison ...inventionjournals
Intense competition among online travel agencies has made the improvement of service quality a crucial issue. To improve the service quality of online travel agencies, enhancing customer satisfaction is the top priority. This study surveyed customers in Taiwan and Mainland China on their views and ratings of the service quality of online travel agencies on both sides of the Taiwan Strait.We combined e-SERVQUAL, importance-performance analysis (IPA), and the Kano two-dimensional model to investigate the service quality of online travel agencies on both sides of the Taiwan Strait and understand the perceptions and experiences of customers.The results provide online travel agencies on both sides of the Strait with direction for service quality improvement and promote market competitiveness and sustainable operations.
● An Analysis of Urban Vacant Land on the Macau Peninsula
https://ojs.bilpublishing.com/index.php/jgr/article/view/4595
● Analysis of Chinese Citizens’ Perception and Its Differences of City Spirit: A Case Study of Hefei City
https://ojs.bilpublishing.com/index.php/jgr/article/view/4788
● The Use of Airborne LiDAR in Assessing Coastal Erosion in the Southeastern USA
https://ojs.bilpublishing.com/index.php/jgr/article/view/4762
● Spatial-temporal Evolution and Its Influencing Factors of Tourism Eco-efficiency in China
https://ojs.bilpublishing.com/index.php/jgr/article/view/4688
● Comparative Assessment of Heavy Metals Pollution in Surface Water in Ikoli River and Epie Creek in Yenagoa Metropolis Using Geographical Information System https://ojs.bilpublishing.com/index.php/jgr/article/view/4696
Selecting logistics providers in Thailand a shippers’ perspectiveMahmoud M. Ali
This document presents a study that aimed to identify key attributes of freight logistics service quality and examine how these attributes impact shippers' selection of third-party logistics service providers. The researchers conducted a survey and interviews with shippers and logistics providers in Thailand. Through statistical analysis of the results, they identified 24 freight logistics service attributes that were categorized into six dimensions: reliability, assurance, tangibility, empathy, responsiveness, and cost. The study found that freight logistics service quality significantly impacts shippers' selection of third-party logistics providers, with reliability, assurance, and cost being most important.
Visitor’s Evaluation on Facilities and Services Using ImportancePerformance A...iosrjce
IOSR Journal of Environmental Science, Toxicology and Food Technology (IOSR-JESTFT) multidisciplinary peer-reviewed Journal with reputable academics and experts as board member. IOSR-JESTFT is designed for the prompt publication of peer-reviewed articles in all areas of subject. The journal articles will be accessed freely online.
This document summarizes a research study that investigated how national differences affect customer satisfaction with employee service attitudes at hotels. The study surveyed 776 international tourists from three countries at an airport in Taiwan about their perceptions of important service factors and satisfaction levels. Statistical analysis found the satisfaction with employee service attitudes varied significantly between nationalities, with Japanese tourists having the strictest requirements compared to American and Taiwanese tourists.
Measuring service quality in ethiopian airlinesMesay Sata
This study investigated service quality, passenger satisfaction, and loyalty at Ethiopian Airlines. It found:
1) Passengers were dissatisfied with all five dimensions of service quality according to SERVQUAL, especially reliability.
2) Tangibles, assurance, and reliability positively affected passenger satisfaction, with assurance having the strongest effect.
3) Passenger satisfaction positively influenced passenger loyalty, though it was not the sole predictor of loyalty.
This document discusses improving service quality in Ghana's tourism industry. It begins with an abstract that outlines studying service quality's impact on tourism performance in Ghana's central region. 200 tourists completed surveys measuring their perceptions of five service quality dimensions: tangibility, reliability, responsiveness, empathy, and assurance. The results showed higher service quality leads to higher customer satisfaction.
The introduction provides background on service quality and customer satisfaction being important for competitive advantage. It also defines service quality and outlines challenges facing Ghana's tourism industry like infrastructure issues. The literature review covers Ghana's tourism industry and potential, challenges it faces, and models for measuring service quality like SERVQUAL.
Chau Thanh District, Hau Giang Province, has diverse tourism resources. The local authority has
been orienting the tourism industry as an important economic sector. However, tourism-oriented products have
not been determined yet. The tourism resource exploitation is not commensurate with the potentials and
advantages of the district. This study focuses on assessing tourism resources and tourism development
potentials, thereby proposing solutions to exploit the tourism potentials of Chau Thanh District, Hau Giang
Province.
1) The document analyzes factors affecting tourist satisfaction in South Khorasan Province, Iran using the TOPSIS technique.
2) It ranks 25 factors based on surveys of tourists, finding that information quality for tourists had the highest score of 0.861, while life and financial safety and environmental calmness also ranked highly.
3) The study aims to measure tourist satisfaction levels and prioritize influential factors to improve religious tourism in the region.
Improvement of the quality management methods of cargo transportation by road...Igor Britchenko
Quality occupies a key position in the economic and social strategy of developed countries, and its level is a reliable indicator of the general state of the economy. Quality provides an innovative vector of development and is an integral component of the development of all industries. The level of development of the transport sector, as a component of the road and transport complex, is one of the most important characteristics of the development of modern society – its social orientation. In the transport enterprises of Ukraine, the underestimation of the importance of the comprehensive development of the quality management system has led to an increase in defects in the infrastructure of railways, road, water and air transport, which significantly increases the risk of traffic safety violations. Improvement of quality management systems is one of the most important areas of transport development. The main task of transport is timely, high-quality and complete satisfaction of the needs of the economy and the population in transportation, increasing the economic efficiency of its work. The solution to the problem of effective distribution of goods and improvement of the quality of service to consumers of transport services in market conditions is closely related to the problem of service quality. Only a high level of service quality can ensure a reliable sales market for the services of transport enterprises. A high level of service quality and efficiency should be supported by an appropriate level of material and technical support, including the development of a system of warehouse and container terminals, modern loading and unloading equipment, computerized IT and management tools. Therefore, in the modern conditions of the transformation of Ukrainian society and changes in economic interaction, quality problems caused by the presence of a competitive environment require careful research. Special attention is paid to processing and data processing, the order, cycle and context of each stage of practical application of functional analysis and cost analysis for quality management in the transport industry.
One way to develop rural Kansas is by attract urban visitors using Kansas's "secret weapon" pure natural beauty, however little has been done to advertise effective, and guided by data. This project is to help find data driven approach for future advertisement.
Methodology: Non-parametric data has always been difficult to utilize when in practice, following the philosophy of "occam's razor", authors suggest a non-parametric ranking method to help extract meaningful information for practice and downgrade statistical meaningfulness for more unity concern.
Poster for Kansas State Capital; originally planned for legislators and Kansas wide life and recreational
Published article at Journal Anatolia, full version available at
https://doi.org/10.1080/13032917.2019.1588758
1) The document discusses a study on the impact of coffee service quality on customer satisfaction and loyalty. It examines factors like interaction, physical environment, result quality, representativeness, and diversity.
2) It provides background on measuring service quality, discussing models like SERVQUAL and SERVPERF that measure factors like tangibility, reliability, and responsiveness.
3) Specifically, it examines Brady and Cronin's three-dimensional hierarchical model of interaction quality, physical environmental quality, and result quality to measure coffee service quality and its impact on positive emotions and loyalty.
The value of cultural heritage sites in southeastwarawut ruankham
THE VALUE OF CULTURAL HERITAGE SITES IN SOUTHEAST ASIA – A COMPARISON OF VALUES AND DISCUSSION OF THE DIFFICULTIES OF BENEFITS TRANSFER
TRAN HUU TUAN (Hue University, VIETNAM)
UDOMSAK SEENPRACHAWONG (NIDA, THAILAND)
EEPSEA
July 30, 2007
Factor Analysis as a Tool for Survey Analysissajjalp
Factor analysis is particularly suitable to extract few factors from the large number of related variables
to a more manageable number, prior to using them in other analysis such as multiple regression or multivariate
analysis of variance. It can be beneficial in developing of a questionnaire. Sometimes adding more statements in the
questionnaire fail to give clear understanding of the variables. With the help of factor analysis, irrelevant questions
can be removed from the final questionnaire. This study proposed a factor analysis to identify the factors underlying
the variables of a questionnaire to measure tourist satisfaction. In this study, Kaiser-Meyer-Olkin measure of
sampling adequacy and Bartlett’s test of Sphericity are used to assess the factorability of the data. Determinant score
is calculated to examine the multicollinearity among the variables. To determine the number of factors to be
extracted, Kaiser’s Criterion and Scree test are examined. Varimax orthogonal factor rotation method is applied to
minimize the number of variables that have high loadings on each factor. The internal consistency is confirmed by
calculating Cronbach’s alpha and composite reliability to test the instrument accuracy. The convergent validity is
established when average variance extracted is greater than or equal to 0.5. The results have revealed that the factor
analysis not only allows detecting irrelevant items but will also allow extracting the valuable factors from the data
set of a questionnaire survey. The application of factor analysis for questionnaire evaluation provides very valuable
inputs to the decision makers to focus on few important factors rather than a large number of parameters.
Keywords: factor analysis, Kaiser-Meyer-Olkin, Bartlett’s test of Sphericity, determinant score, Kaiser’s criterion,
Scree test, Varimax
This document summarizes a study that used multivariate statistical analysis to assess water quality in the Chamera-I reservoir in India over a two-year period from 2010-2012. Water quality parameters were measured seasonally and subjected to cluster analysis, principal component analysis, and correlation and regression analysis. Cluster analysis identified two major clusters separating the rainy season from the other three seasons. Principal component analysis selected three variables accounting for 100% of the total variance in water quality over time. Correlation analysis identified significant linear relationships between various water quality parameters.
AN ANALYSIS OF HOTEL RATING AND ITS IMPLICATION ON FINANCIAL TURNOVER OF RATE...Laurie Smith
This document analyzes the relationship between hotel ratings and financial turnover of rated hotels in Kenya. It discusses how hotel ratings are classified by the Ministry of Tourism and Hotels and Restaurants Authority. The study examines how hotel rating relates to revenues, service quality, and hotel charges. Previous research has found a relationship between higher hotel ratings and increased earnings. The objective is to determine the financial implications of hotel ratings in Kenya.
Airline image and service quality effects on traveling customers’ behavioral ...Alexander Decker
This study examines the effect of airline image and service quality on customers' behavioral intentions in Jordan.
The author conducted a survey of 48 questions to analyze these relationships. The main findings were that airline
image has a significant effect on customers' behavioral intentions at a significance level of α ≤ 0.05. Additionally,
service quality was found to have a significant effect on customers' behavioral intentions at a significance level of
α ≤ 0.05. The study aims to provide insights into how airline marketing variables influence passenger behavior to
help airlines better meet customer expectations and needs.
Multi-group Structural Equation Modelling with Rural TourismNaiqing Lin, Ph.D.
Rural areas in Kansas has struggle to attract new economic investment, however countries like Spain and Wales, England has been successful at attracting urban citizens, and provided a legit experience for natural and trails meanwhile created more jobs and secured more funding for natural preservation. The study find out some unique outlets within the data.
The study aimed to investigate the relationship between motivation and visitor satisfaction among rural tourists in Spain. 316 visitors to rural areas in Segovia province completed surveys measuring their motivations for travel using push and pull factors, and their satisfaction with different destination attributes. Cluster analysis identified different motivation segments among visitors. Results showed that motivation affects tourists' expectations and evaluations of destination attributes, which in turn influences their overall satisfaction levels. Certain attributes were found to determine satisfaction independently of motivation.
Development and sensitivity analysis of water quality index for evaluation ofIAEME Publication
The document describes the development and sensitivity analysis of a Water Quality Index (WQI) to evaluate surface water for drinking purposes. The WQI was developed by assigning relative weights from 1-6 to 25 water quality parameters based on their health effects and treatment difficulty. Water quality is categorized into five levels based on the WQI value: Excellent, Good, Fair, Marginal, and Poor. A sensitivity analysis found that the WQI is influenced by all parameters combined rather than any single parameter. The WQI was applied to evaluate the Purna River basin in Maharashtra, India.
Effect of Service Quality, Orientation Services and Pricing on Loyalty and Cu...inventionjournals
This document analyzes the effects of service quality, service orientation, pricing, customer satisfaction, and customer loyalty in marine transportation services in Indonesia. It first provides background on the importance of marine transportation in Indonesia and issues with low customer loyalty levels in certain companies. It then reviews literature on the relationships between service quality, service orientation, pricing, customer satisfaction, and customer loyalty. Specifically, it presents hypotheses that service quality and service orientation positively impact customer satisfaction and loyalty, price positively impacts satisfaction and loyalty, satisfaction positively impacts loyalty, and service quality positively impacts loyalty through satisfaction. The document aims to analyze these relationships to understand how to improve customer satisfaction and loyalty in marine transportation services.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
2) It finds that while external bailouts have no short-term impact, there is a long-term causal relationship between bailouts and macroeconomic stability as well as with foreign direct investment, GDP, and imports.
3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
- The document discusses a study on increasing brand awareness of Oranger Mobile, which is a courier service partner of PT Pos Indonesia responsible for pickups, deliveries, and direct sales.
- Brand awareness of Oranger is currently low, as the number of Oranger drivers did not meet targets in 2021 and most respondents in a survey were not familiar with the Oranger brand.
- The study uses a mixed-methods approach, collecting both qualitative data to measure brand awareness and quantitative data to analyze factors influencing awareness. The results show advertising, publicity, sponsorship, and word-of-mouth can increase Oranger's brand awareness.
Visitor’s Evaluation on Facilities and Services Using ImportancePerformance A...iosrjce
IOSR Journal of Environmental Science, Toxicology and Food Technology (IOSR-JESTFT) multidisciplinary peer-reviewed Journal with reputable academics and experts as board member. IOSR-JESTFT is designed for the prompt publication of peer-reviewed articles in all areas of subject. The journal articles will be accessed freely online.
This document summarizes a research study that investigated how national differences affect customer satisfaction with employee service attitudes at hotels. The study surveyed 776 international tourists from three countries at an airport in Taiwan about their perceptions of important service factors and satisfaction levels. Statistical analysis found the satisfaction with employee service attitudes varied significantly between nationalities, with Japanese tourists having the strictest requirements compared to American and Taiwanese tourists.
Measuring service quality in ethiopian airlinesMesay Sata
This study investigated service quality, passenger satisfaction, and loyalty at Ethiopian Airlines. It found:
1) Passengers were dissatisfied with all five dimensions of service quality according to SERVQUAL, especially reliability.
2) Tangibles, assurance, and reliability positively affected passenger satisfaction, with assurance having the strongest effect.
3) Passenger satisfaction positively influenced passenger loyalty, though it was not the sole predictor of loyalty.
This document discusses improving service quality in Ghana's tourism industry. It begins with an abstract that outlines studying service quality's impact on tourism performance in Ghana's central region. 200 tourists completed surveys measuring their perceptions of five service quality dimensions: tangibility, reliability, responsiveness, empathy, and assurance. The results showed higher service quality leads to higher customer satisfaction.
The introduction provides background on service quality and customer satisfaction being important for competitive advantage. It also defines service quality and outlines challenges facing Ghana's tourism industry like infrastructure issues. The literature review covers Ghana's tourism industry and potential, challenges it faces, and models for measuring service quality like SERVQUAL.
Chau Thanh District, Hau Giang Province, has diverse tourism resources. The local authority has
been orienting the tourism industry as an important economic sector. However, tourism-oriented products have
not been determined yet. The tourism resource exploitation is not commensurate with the potentials and
advantages of the district. This study focuses on assessing tourism resources and tourism development
potentials, thereby proposing solutions to exploit the tourism potentials of Chau Thanh District, Hau Giang
Province.
1) The document analyzes factors affecting tourist satisfaction in South Khorasan Province, Iran using the TOPSIS technique.
2) It ranks 25 factors based on surveys of tourists, finding that information quality for tourists had the highest score of 0.861, while life and financial safety and environmental calmness also ranked highly.
3) The study aims to measure tourist satisfaction levels and prioritize influential factors to improve religious tourism in the region.
Improvement of the quality management methods of cargo transportation by road...Igor Britchenko
Quality occupies a key position in the economic and social strategy of developed countries, and its level is a reliable indicator of the general state of the economy. Quality provides an innovative vector of development and is an integral component of the development of all industries. The level of development of the transport sector, as a component of the road and transport complex, is one of the most important characteristics of the development of modern society – its social orientation. In the transport enterprises of Ukraine, the underestimation of the importance of the comprehensive development of the quality management system has led to an increase in defects in the infrastructure of railways, road, water and air transport, which significantly increases the risk of traffic safety violations. Improvement of quality management systems is one of the most important areas of transport development. The main task of transport is timely, high-quality and complete satisfaction of the needs of the economy and the population in transportation, increasing the economic efficiency of its work. The solution to the problem of effective distribution of goods and improvement of the quality of service to consumers of transport services in market conditions is closely related to the problem of service quality. Only a high level of service quality can ensure a reliable sales market for the services of transport enterprises. A high level of service quality and efficiency should be supported by an appropriate level of material and technical support, including the development of a system of warehouse and container terminals, modern loading and unloading equipment, computerized IT and management tools. Therefore, in the modern conditions of the transformation of Ukrainian society and changes in economic interaction, quality problems caused by the presence of a competitive environment require careful research. Special attention is paid to processing and data processing, the order, cycle and context of each stage of practical application of functional analysis and cost analysis for quality management in the transport industry.
One way to develop rural Kansas is by attract urban visitors using Kansas's "secret weapon" pure natural beauty, however little has been done to advertise effective, and guided by data. This project is to help find data driven approach for future advertisement.
Methodology: Non-parametric data has always been difficult to utilize when in practice, following the philosophy of "occam's razor", authors suggest a non-parametric ranking method to help extract meaningful information for practice and downgrade statistical meaningfulness for more unity concern.
Poster for Kansas State Capital; originally planned for legislators and Kansas wide life and recreational
Published article at Journal Anatolia, full version available at
https://doi.org/10.1080/13032917.2019.1588758
1) The document discusses a study on the impact of coffee service quality on customer satisfaction and loyalty. It examines factors like interaction, physical environment, result quality, representativeness, and diversity.
2) It provides background on measuring service quality, discussing models like SERVQUAL and SERVPERF that measure factors like tangibility, reliability, and responsiveness.
3) Specifically, it examines Brady and Cronin's three-dimensional hierarchical model of interaction quality, physical environmental quality, and result quality to measure coffee service quality and its impact on positive emotions and loyalty.
The value of cultural heritage sites in southeastwarawut ruankham
THE VALUE OF CULTURAL HERITAGE SITES IN SOUTHEAST ASIA – A COMPARISON OF VALUES AND DISCUSSION OF THE DIFFICULTIES OF BENEFITS TRANSFER
TRAN HUU TUAN (Hue University, VIETNAM)
UDOMSAK SEENPRACHAWONG (NIDA, THAILAND)
EEPSEA
July 30, 2007
Factor Analysis as a Tool for Survey Analysissajjalp
Factor analysis is particularly suitable to extract few factors from the large number of related variables
to a more manageable number, prior to using them in other analysis such as multiple regression or multivariate
analysis of variance. It can be beneficial in developing of a questionnaire. Sometimes adding more statements in the
questionnaire fail to give clear understanding of the variables. With the help of factor analysis, irrelevant questions
can be removed from the final questionnaire. This study proposed a factor analysis to identify the factors underlying
the variables of a questionnaire to measure tourist satisfaction. In this study, Kaiser-Meyer-Olkin measure of
sampling adequacy and Bartlett’s test of Sphericity are used to assess the factorability of the data. Determinant score
is calculated to examine the multicollinearity among the variables. To determine the number of factors to be
extracted, Kaiser’s Criterion and Scree test are examined. Varimax orthogonal factor rotation method is applied to
minimize the number of variables that have high loadings on each factor. The internal consistency is confirmed by
calculating Cronbach’s alpha and composite reliability to test the instrument accuracy. The convergent validity is
established when average variance extracted is greater than or equal to 0.5. The results have revealed that the factor
analysis not only allows detecting irrelevant items but will also allow extracting the valuable factors from the data
set of a questionnaire survey. The application of factor analysis for questionnaire evaluation provides very valuable
inputs to the decision makers to focus on few important factors rather than a large number of parameters.
Keywords: factor analysis, Kaiser-Meyer-Olkin, Bartlett’s test of Sphericity, determinant score, Kaiser’s criterion,
Scree test, Varimax
This document summarizes a study that used multivariate statistical analysis to assess water quality in the Chamera-I reservoir in India over a two-year period from 2010-2012. Water quality parameters were measured seasonally and subjected to cluster analysis, principal component analysis, and correlation and regression analysis. Cluster analysis identified two major clusters separating the rainy season from the other three seasons. Principal component analysis selected three variables accounting for 100% of the total variance in water quality over time. Correlation analysis identified significant linear relationships between various water quality parameters.
AN ANALYSIS OF HOTEL RATING AND ITS IMPLICATION ON FINANCIAL TURNOVER OF RATE...Laurie Smith
This document analyzes the relationship between hotel ratings and financial turnover of rated hotels in Kenya. It discusses how hotel ratings are classified by the Ministry of Tourism and Hotels and Restaurants Authority. The study examines how hotel rating relates to revenues, service quality, and hotel charges. Previous research has found a relationship between higher hotel ratings and increased earnings. The objective is to determine the financial implications of hotel ratings in Kenya.
Airline image and service quality effects on traveling customers’ behavioral ...Alexander Decker
This study examines the effect of airline image and service quality on customers' behavioral intentions in Jordan.
The author conducted a survey of 48 questions to analyze these relationships. The main findings were that airline
image has a significant effect on customers' behavioral intentions at a significance level of α ≤ 0.05. Additionally,
service quality was found to have a significant effect on customers' behavioral intentions at a significance level of
α ≤ 0.05. The study aims to provide insights into how airline marketing variables influence passenger behavior to
help airlines better meet customer expectations and needs.
Multi-group Structural Equation Modelling with Rural TourismNaiqing Lin, Ph.D.
Rural areas in Kansas has struggle to attract new economic investment, however countries like Spain and Wales, England has been successful at attracting urban citizens, and provided a legit experience for natural and trails meanwhile created more jobs and secured more funding for natural preservation. The study find out some unique outlets within the data.
The study aimed to investigate the relationship between motivation and visitor satisfaction among rural tourists in Spain. 316 visitors to rural areas in Segovia province completed surveys measuring their motivations for travel using push and pull factors, and their satisfaction with different destination attributes. Cluster analysis identified different motivation segments among visitors. Results showed that motivation affects tourists' expectations and evaluations of destination attributes, which in turn influences their overall satisfaction levels. Certain attributes were found to determine satisfaction independently of motivation.
Development and sensitivity analysis of water quality index for evaluation ofIAEME Publication
The document describes the development and sensitivity analysis of a Water Quality Index (WQI) to evaluate surface water for drinking purposes. The WQI was developed by assigning relative weights from 1-6 to 25 water quality parameters based on their health effects and treatment difficulty. Water quality is categorized into five levels based on the WQI value: Excellent, Good, Fair, Marginal, and Poor. A sensitivity analysis found that the WQI is influenced by all parameters combined rather than any single parameter. The WQI was applied to evaluate the Purna River basin in Maharashtra, India.
Effect of Service Quality, Orientation Services and Pricing on Loyalty and Cu...inventionjournals
This document analyzes the effects of service quality, service orientation, pricing, customer satisfaction, and customer loyalty in marine transportation services in Indonesia. It first provides background on the importance of marine transportation in Indonesia and issues with low customer loyalty levels in certain companies. It then reviews literature on the relationships between service quality, service orientation, pricing, customer satisfaction, and customer loyalty. Specifically, it presents hypotheses that service quality and service orientation positively impact customer satisfaction and loyalty, price positively impacts satisfaction and loyalty, satisfaction positively impacts loyalty, and service quality positively impacts loyalty through satisfaction. The document aims to analyze these relationships to understand how to improve customer satisfaction and loyalty in marine transportation services.
1) The document examines the influence of external bailouts on macroeconomic stability in Ghana from 2008 to 2021 using time series data and vector error correction modeling.
2) It finds that while external bailouts have no short-term impact, there is a long-term causal relationship between bailouts and macroeconomic stability as well as with foreign direct investment, GDP, and imports.
3) To improve stability, the authors recommend that Ghana reduce reliance on external bailouts, increase foreign reserves, and expand agriculture and industrialization.
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M358289
1. American International Journal of Business Management (AIJBM)
ISSN- 2379-106X, www.aijbm.com Volume 3, Issue 5 (May 2020), PP 82-89
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 82 | Page
Factors Affecting The Quality Of Tourism Services In The Lower
Mekong River Basin
Nguyen Thi Cam Phu1
Nguyen Thi Ngoc Nga2
1
,2
The Banking University of Hochiminh
*Corresponding Author: Nguyen Thi Cam Phu
ABSTRACT:- This study examines some factors affecting the quality of tourism services in the Lower
Mekong Basin using the Servqual Service Quality Instrumentation by Parasuraman et al. to identify and
measure factors using Cronbach alpha analysis, factor analysis, and multivariate regression analysis. The
ultimate aim is to identify four factors affecting the quality of tourism: (1) Reliability and Responsiveness, (2)
Facilities, (3) Empathy and (4) tangibles. The study also provides some suggestions for the improvement of the
tourism service quality in the Lower Mekong River Basin.
Keywords:- Service quality, tourism services, lower Mekong River Basin
I. INTRODUCTION
The Lower Mekong River Basin is located in the south of Vietnam with urban centers providing
convenient arterial traffic connections within the local region and connecting with Ho Chi Minh City- an
economic and cultural center of Vietnam. The Lower Mekong River Basin has many scenic spots typical of a
granary of the South of Vietnam with its riverside ecological forests such as Can Tho, Bac Lieu, Soc Trang, An
Giang, Kien Giang and Dong Thap. In addition, this place has artistic values such as don ca tai tu (literally
translated as music of amateurs), cultural and historical inheritance systems, well-known religious institutions,
as well as unique cultural features of the 3 Kinh, Khmer, and Hoa ethnic groups, all of which making up great
resources for tourism services developments.
Promoting tourism development in the lower Mekong River Basin contributes to economic
restructuring, job creation, living standards enhancement, and promoting cooperation amongst domestic and
international areas. However, there remain numerous limitations regarding poor infrastructure as well as limited
tourism typologies and support services. Therefore, studying factors affecting the quality of tourism services in
the lower Mekong River Basin is supposedly of practical significance.
II. LITERATURE REVIEW
Quality of service is the extent to which a service meets or exceeds customer needs and expectations
(Lewis & Mitchell, 1990; Dotchin & Oakland, 1994; Asuboteng & Ctg, 1996; Wisniewski & Donnelly, 1996,
Arash Shahin). According to Parasuraman et al. (1985, 1988), service quality is the gap between customer
expectations and their perceptions of the used service. Parasuraman et al. (1998) refined and introduced the
Servqual model with five dimensions that affect service quality, including Reliability, Responsiveness,
Competence, Empathy and Tangibles. Based on this model, many studies have been carried out in many service
sectors as well as in various markets. The results show inconsistent service quality across service sectors.
Therefore, there is an urgent need to adapt and conduct a wider range of research to examine different sectors.
There have been a number of studies into the field of tourism, one of which is the study conducted by Song, H.
& Wu, D. C (2006). This study evaluated the service quality in the three tourism service sectors (namely
restaurants, hotels, and travel agencies) in Hong Kong in 2006 by Importance Performance Analysis (IPA). The
study employed Parasuramna’s five- dimensional measurement instrument and identified specific attributes to
measure the service quality for each sector of the Hong Kong tourism industry, identifying the strengths and
weaknesses of restaurants, hotels, and travel agencies in terms of their service quality. However, some
researchers have questioned the validity and reliability of the IPA model.
Akbaba (2006) assessed the service quality of the Turkish hotel businesses in 2006. This study was
carried out to investigate a sample of 250 tourists staying at a hotel on the western coast of Turkey. By way of
1
The Banking University of Hochiminh phunct@buh.edu.vn
2
The Banking University of Hochiminh ngantn@buh.edu.vn
2. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 83 | Page
analyzing tourists’ expectation and perception concerning their stay in Turkey, the research concluded that
Tangible was the most important factor affecting tourists’ perception of the service quality they had experienced
at their hotel. However, the study was primarily an assessment of the hotel service quality conducted at a
particular hotel. Hence, the findings reported are admittedly of weak generalization.
Caro and Garcia (2007) evaluated the quality of transport services in the Murcia region of Spain. They
surveyed 400 samples on 36 observed variables and collected 375 valid samples. The data were then analyzed
via the computation of Cronbach's Alpha coefficients, item-to-total correlation, exploratory factor analysis
(EFA) and confirmatory factor analysis (CFA).
The quality of urgent transport services included four groups of factors as follow: (1) Personal
Interaction (with 4 sub-dimensions including Attitude, Behavior, Expertise, and Problem Solving) via 14
observed variables; (2) Design (consisting of Service Specificity and Operation Time) via 7 observed variables;
(3) Physical Environment (consisting of Equipment and Ambience) with 7 observed variables; and (4) Outcome
(including Punctuality and Valence) via 8 observed variables.
These studies have contributed to the validation of a service quality measurement model. However, the
afore-mentioned studies only examined a specific service and were conducted in various countries. In Vietnam,
especially in the Lower Mekong River Basin, there are many discrepancies regarding culture and economic
development as well as geographical conditions. As a consequence, there exist differences across factors and the
degree to which they affect tourism quality.
III. MODELS AND RESEARCH METHODOLOGY
3.1. Proposed research model
This study employs the Servqual service quality model with five determinants including Reliability,
Responsiveness, Competence, Empathy and Tangibles. This model has 19 independent variables representing
factors affecting the quality of tourism services and 3 variables measuring service quality, which are as follows:
Table 1. Observed variables in the model and the codified measurement scale
Dimensions Code
Reliability
1. Security and political conditions
2. Food safety and hygiene
3. Sanitation
REL1
REL2
REL3
Responsiveness
4. Souvenirs/ local produces
5. Links across destinations
6. Variety of foods
7. Trip costs
RES1
RES2
RES3
RES4
Competence
8. Professionalism of employees
9. Promptness of employees
C1
C2
Empathy
10. Communication skills of employees
11. Care and individualized attention of employees
12. Friendliness of local residents
E1
E2
E3
Tangibles
13. Natural landscapes
14. Entertainment activities
15. Traffic system
16. Communication system
17. Restaurant and hotel system
18. Appearance of employees
19. Dress code of employees
T1
T2
T3
T4
T5
T6
T7
Service quality
20. You are satisfied with the service quality in the Lower Mekong River Basin
21. You will recommend the Lower Mekong River Basin to your relatives
22. You will travel to the Lower Mekong River Basin again in the future
SQ1
SQ2
SQ3
3. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 84 | Page
3.2. Research Methododology
The study was conducted in two steps: pilot research and full-scale research. The pilot study used
Parasuraman’s 5- point Likert scale and consulted experts to develop an instrumentation that is appropriate to
the peculiarities of tourism and culture in Vietnam. After standardizing the questionnaire and measurement
scale, we started to conduct the research adopting a quantitative method with a sample of at least 110
observations (Hair et al., 2006). In this study, we selected 300 samples of customers using tourism services in
the Lower Mekong Basin in December 2016 by random sampling and collected 244 valid samples, which met
the sample size requirements. After being coded and cleaned, the data were processed via exploratory factor
analysis (EFA), Cronbach's Alpha coefficient computation, multiple regression analysis, and Anova analysis.
Specifically, this study used the Cronbach's alpha reliability coefficient and the EFA analysis to validate the
measurement scale. The Cronbach's Alpha coefficient was used to eliminate unsatisfactory items. Items with an
item-total correlation value of less than 0.3 would be omitted and those with an Alpha value of 0.6 or higher
would be accepted. Consequently, items with factor loading less than 0.5 in the EFA analysis would again be
eliminated. The method of coefficient extraction used was factor extraction and Varimax rotation with an
eigenvalue of 1 as a cut-off value. The scale is accepted when the total variance is equal to or greater than 50%
(Gerbing & Anderson, 1988).
IV. RESULTS AND DISCUSSIONS OF THE FINDINGS
4.1. Descriptive statistics
The descriptive statistics run for those factors affecting the tourism service quality in the Lower
Mekong River Basin revealed that some dimensions yield just an average mean. See the details following:
+ Regarding Reliability, the collected data showed an average value only. Notably, the Food Safety and Hygiene
issue was rated at 2.9, which might be a constraint for tourism in the region (see table 2).
Table 2. Perceptions of Reliability factor
Reliability n Mean Standard
Deviation
Perception level (
)
Security and political conditions 244 3.12 1.101 Fairly satisfied
Food safety and hygiene 244 2.95 1.234 Fairly satisfied
Sanitation 244 3.02 1.136 Fairly satisfied
Source: research data
+ Regarding the Responsiveness categorical variable, the recorded values also stood at an average range, with
Souvenirs/ Local Produces being the lowest (see table 3).
Table 3. Perceptions of Responsiveness factor
Responsiveness n Mean Standard
Deviation
Perception level (
)
Souvenirs/ local produces 244 2.89 0.979 Fairly satisfied
Links across destinations 244 3.13 0.929 Fairly satisfied
Variety of foods 244 3.27 1.200 Fairly satisfied
Trip costs 244 3.19 1.110 Fairly satisfied
Source: research data
(*) Mean interpretations
Interval value = (Maximum – Minimum) / n = (5 -1 )/5 = 0,8
Range:
- 1,00 – 1,80: Very dissatisfied
- 1,81 – 2,60: Dissatisfied
- 2,61 – 3,40: Fairly satisfied
- 3,41 – 4,20: Satisfied
- 4,21 – 5,00: Very satisfied
4. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 85 | Page
+ As for Competence factor, it is noticeable that this variable was highly evaluated, indicating that there has
been substantial improvement in staff quality. (see Table 4).
Table 4. Perceptions of Competence factor
Competence n Mean Standard Deviation Perception level (
)
Professionalism of
employees
244 3.73 1.187 Satisfied
Promptness of employees 244 3.77 1.131 Satisfied
Source: research data
+ The Empathy factor saw a fairly high value of greater than 3.7, proving that tourists were quite satisfied with
those categories. (see Table 5).
Table 5. Perceptions of Empathy factor
Empathy n Mean Standard
Deviation
Perception
level (
)
Communication skills of employees 244 3.77 0.983 Satisfied
Care and individualized attention of
employees
244 3.71 0.925 Satisfied
Friendliness of local residents 244 3.70 0.997 Satisfied
Source: research data
+ Regarding Tangibles factor, while Traffic System and Natural Landscapes were ranked fairly high, other
variables (i.e. Communication System, Dress Code of Employees, and Appearance of Employees) created a
more negative perceptions for tourists (see Table 6).
Table 6. Perceptions of Tangibles factor
Tangibles n Mean Standard
Deviation
Perception level (
)
Natural landscapes 244 3.57 1.042 Satisfied
Entertainment activities 244 3.46 1.012 Satisfied
Traffic system 244 3.60 1.048 Satisfied
Communication system 244 3.26 1.076 Fairly satisfied
Restaurant and hotel system 244 3.53 0.966 Satisfied
Appearance of employees 244 2.99 0.979 Fairly satisfied
Dress code of employees 244 3.39 1.030 Fairly satisfied
Source: Research data
4.2. Measurement scale validation
The Cronbach's Alpha coefficients calculated for factors namely Reliability, Responsiveness, Empathy
and Tangibles were greater than 0.6 across all factors. Also, all item-total correlation coefficients obtained were
relatively high. Therefore, all those measurement variables could be used in the exploratory factor analysis
(EFA).
The EFA results showed that with an Eigenvalue of 1, the factor extraction and Varimax rotation
method allows for the extraction of 5 factors from 19 observed variables and the extracted variance stood at
66.379%, indicating that those 5 factors could explain 66,389% of the dataset variation. This value, which was
greater than 50%, was thus accepted. The Rotated component matrix table also shows that all factors have a
loading coefficient of greater than 0.5. Consequently, no variables were to be removed from the measurement
scale.
5. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 86 | Page
Table 7. Factor analysis results
Observed variables Factors
1 2 3 4 5
Security and political conditions 0.582
Food safety and hygiene 0.693
Sanitation 0.825
Souvenirs/ local produces 0.544
Links across destinations 0.570
Variety of foods 0.614
Trip costs 0.786
Professionalism of employees 0.921
Promptness of employees 0.917
Communication skills of employees 0.820
Care and individualized attention of employees 0.760
Friendliness of local residents 0.796
Natural landscapes 0.639
Entertainment activities 0.772
Traffic system 0.814
Communication system 0.784
Restaurant and hotel system 0.739
Appearance of employees 0.733
Dress code of employees 0.707
Source: Research data
In the factor analysis results (see Table 7), there are five factors and their sub- dimensions. From the
analysis of each variable, those factors with all variables having a factor loading value of greater than 0.5 would
be revised and renamed.
The first factor, which was renamed "Reliability and Responsiveness", consists of two components: (1)
Reliability (making up of REL1, REL2, and REL3 variables) and (2) Responsiveness (with 4 variables namely
RES1, RES2, RES3, and RES4).
The second factor, which was made up of 4 variables namely T4, T5, T6, and T7 of the original
Tangibles factor, was renamed “Facilities”
The third factor kept its initial name as "Empathy" with three variables namely E1, E2, and E3. This
factor is composed of the original sub-dimensions of the original Empathy measurement scale.
The fourth factor was again called Tangibles with 3 observed variables including T1, T2, and T3.
The fifth factor also kept its name as "Competence", and includes the original C1 and C2 variables of
the original Competence scale.
As a final result, the administered factor analyses generated a new Service Quality Measurement Model
for tourism in the Lower Mekong River Basin. This is a combination of the following dimensions: (1)
Reliability and Responsiveness, (2) Facilities, (3) Empathy, (4) Tangibles and (5) Competence (see Table 8).
Table 8. Factor Analysis results
Observed
variables
Factors Variance %
Cumulative
F1 Reliability and responsiveness 33.293
REL1 Security and political conditions 0.582
REL2 Food safety and hygiene 0.693
6. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 87 | Page
REL3 Sanitation 0.825
RES1 Souvenirs/ local produces 0.544
RES2 Links across destinations 0.570
RES3 Variety of foods 0.614
RES4 Trip costs 0.786
F2 Facilities 43.043
T4 Communication system 0.784
T5 Restaurant and hotel system 0.739
T6 Appearance of employees 0.733
T7 Dress code of employees 0.707
F3 Empathy 52.073
E1 Communication skills of employees 0.820
E2 Care and individualized attention of employees 0.760
E3 Friendliness of local residents 0.796
F4 Tangibles 60.170
T1 Natural landscapes 0.639
T2 Entertainment activities 0.772
T3 Traffic system 0.814
F5 Competence 66.389
C1 Professionalism of employees 0.921
C2 Promptness of employees 0.917
Source: Research data
4.3. Regression analysis
The factor analysis results showed that the research model was adjusted to a 5 dimensional model: (1)
Reliability and Responsiveness (2) Facilities (3) Empathy (4) Tangibles and (5) Competence. In other words, the
quality of tourism services depend on five factors and the regression equation is as follows:
Y = β0 + β1X1 + β2X2 + β3X3 +β4X4 + β5X5 + еi (1)
Y: Dependent variable (Service quality)
X1, X2, X3, X4, X5: Independent variables, (X1: Reliability and Responsiveness, X2: Facilities, X3: Empathy,
X4: Tangibles, X5: Competence )
β0: Regression constant; βi (with i = 1,2,3,4,5): regression weights; еi: residual
By way of analyzing all 5 factors we obtained the following results:
Table 9. Variance analysis for the regression model
Source SS df MS F- value P- value
Regression
122.605 5 24.521 57.325 .000b
Residual 101.805 238 0.428
Total 224.410 243
Source: Research data
This result gives an adjusted R2
value of 0.537, which indicates that the independent variables in the
model can explain 53.7% of the variance of the dependent variables while the remaining 46.3% might have been
influenced by other factors not included in the model.
In order to test the overall fit statistics, the F-value from the ANOVA analysis table is to be considered.
Specifically, the F- value is recorded at 57.325, with a sig. value of 0.000, which suggests that the multivariate
regression model is fitted to the data set and is usable. The Durbin-Watson d = 1.985, proving that there is no
correlation between residuals. As such, it could be concluded that the given regression model does not violate
the assumption of error independence. The variance inflation factor (VIF) of each factor has a value of less than
10, indicating that the regression model does not violate the multi-collinearity. In addition, the standardized
residual plots show the approximately normal distribution (mean = 0 and Std.Dev. = 0.990). It can therefore be
concluded that the assumption of the normal distribution of residuals is not violated. Meanwhile, the P-P plot
also shows that the observed points are not scattered too far from the expected line, so it can be concluded that
the standard distribution hypothesis is not violated.
7. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 88 | Page
Table 10. Coefficients of regression analysis
β coefficient Significance
level (Sig.)
Variance inflation
factor (VIF)
R2
Adjusted
R2
(Constant) 3.451 0.000 0.546 0.537
Reliability and
Responsiveness
0.566 0.000 1,000
Facilities 0.319 0.000 1,000
Empathy 0.267 0.000 1,000
Tangibles 0.103 0.014 1,000
Competence -0.014 0.742 1,000
Source: Research data
The results illustrated in Table 9 show that there are 4 variables in the model which are positively
correlated with the quality of tourism services and that the Competence variable is not statistically significant
because its Sig. is 0.742 (much greater than the two critical values of 5% and 10 %). As a result, this variable
was excluded from the research model.
The regression coefficients show that two factors namely Reliability- Responsiveness and Facilities are
the most important ones in exerting an influence to the tourism service quality, followed by Empathy and
Tangible, whose influence is also rather significant.
V. CONCLUSIONS AND POLICY SUGGESTIONS
5.1. Conclusion
The study utilized Parasuraman et al.’s Servqual service quality measurement scale to measure the
quality of tourism services in the lower Mekong River Basin. To this end, several components of the service
quality measurement scale were adjusted and added. The researcher performed Cronbach Alpha analysis and
EFA analysis for five factors affecting the quality of tourism services as follows: (1) Reliability and
Responsiveness (2) Facilities (3) Empathy, 4) Tangibles and (5) Competence. The regression analysis results
show that there are four factors that affect the quality of tourism services: (1) Reliability and Responsiveness (2)
Facilities (3) Empathy and (4) Tangibles. It is also worth noticing that the sub-dimensions of each factor
underwent modifications to a certain extent in comparison with the original model. The interpretation capacity
of the components has also been reported to be different across factors. The Reliability and Responsiveness
factor proved to have the greatest impact on the tourism service quality, followed by Facilities, Empathy and
Tangibles.
5.2. Policy suggestions
Firstly, as the Reliability and Responsiveness factor is enhanced, the quality of tourism services will
also see positive changes. Reliability and Responsiveness, especially those related to Environmental Sanitation,
Security and Diversity of foods at the destination leave a fairly strong impact on tourism service quality. This
suggests that ensuring security plays a key role in boosting tourism service quality. In addition, tourism
businesses should pay more attention to the issue of food and at the same time be flexible and creative in
maintaining a strong network aiming at sustainable tourism development.
Secondly, investing in facilities also leads to quality improvement for tourism services. This suggests
that improving the quality of tourism infrastructure might positively raise the quality of tourism services.
Thirdly, tour guides’ willingness to serve tourists and their problem solving skills exert a positive
impact on the quality of tourism services. This implies that their communication and enthusiasm during the
service will leave a strong impression on tourists concerning the tourism service quality they experienced.
Fourthly, if Tangibles related issues (i.e. Natural Landscapes, Traffic System, or Entertainment
Activities…) are properly considered, the quality of tourism services is also enhanced. This proves that
improving the quality of those systems and natural landscapes is a positive factor contributing to the quality
improvement of tourism services.
8. Factors Affecting The Quality Of Tourism Services In The Lower Mekong River Basin
*Corresponding Author: Nguyen Thi Cam Phu www.aijbm.com 89 | Page
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*Corresponding Author: Nguyen Thi Cam Phu
1
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The Banking University of Hochiminh