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Statistical Analysis of Client Experience Mediating Tourism Service Excellence |
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PP: 559-567 |
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doi:10.18576/jsap/140405
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Author(s) |
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Abdelgalal O. I. Abaker,
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Abstract |
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| This paper intends to build a model to identify the direct result of service excellence on client experience and intentions in the tourist region of Taif, KSA, where customer satisfaction as a mediator. This research tool was designed based on current studies which included five service quality dimension, five customer satisfaction variables and three customer intention variables. A sample size of 574 people was selected for data collection in the Taif area. Data description was done by SPSS program, while structural equation modeling was done by AMOS program (version 23). The findings reached that the tourism service excellence quality in Taif City consists of five factors in addition to that there is a statistically significant relation regarding the tourism client experience, between the tourism client experience and the tourism client intentions. The relation between tourism service excellence and client intentions is also mediated by customer experience. The results suggested several suggestions, the main of these suggestions were: Improve service quality improvement: Improve service quality that encourages the use of the service, identify other factors that affect clients intentions, and urge Taif stakeholders to align their strategies with the national objectives of KSA Vision 2030 to achieve sustainable tourism
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