Application of Importance - Performance Analysis Model in Evaluation Service Quality of Diving Tour Operator in Nha Trang (Viet Nam)
Main Article Content
Abstract
The purpose of this study is to improve service quality for dive tour operators in Nha Trang (Viet Nam), so the objectiveswere set to understand the divers’ opinion on dimensions of service quality of diving experiences in Nha Trang, and their evaluation of the diving tour operators’ performance. Analysis employed the Importance – Performance analysis (IPA) paradigm based on five dimensions and twenty five attributes of service quality (Parasuraman, 1988). The results are significant to dive tour operators because it showed clearly the managerial implications in order to provide a quality service during the dive tourism experience. In details, it indicated that Tangibles, Responsiveness and Reliability were in the quadrant “Low Priority”, which means low importance and low performance. Moreover, Assurance and Empathy dimensions had high importance and high performance, so they were in the quadrant of “Keep Up The Good Work”.
Downloads
Download data is not yet available.
Article Details
How to Cite
Hai Linh, V. T. (2016). Application of Importance - Performance Analysis Model in Evaluation Service Quality of Diving Tour Operator in Nha Trang (Viet Nam). AU-GSB E-JOURNAL, 8(2), 42. Retrieved from http://www.assumptionjournal.au.edu/index.php/AU-GSB/article/view/2223
Section
Research
This work is licensed under a Creative Commons Attribution 4.0 International License.
The submitting author warrants that the submission is original and that she/he is the author of the submission together with the named co-authors; to the extend the submission incorporates text passages, figures, data, or other material from the work of others, the submitting author has obtained any necessary permission.
Articles in this journal are published under the Creative Commons Attribution License (CC-BY What does this mean?). This is to get more legal certainty about what readers can do with published articles, and thus a wider dissemination and archiving, which in turn makes publishing with this journal more valuable for you, the authors.