Back Issues 11-20

ANALYZING THE IMPORTANCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE TOURISM INDUSTRY

Dr. Liu Ying-Yen

Chang Jung Christian University, 

Ph.D. in Business and Operation Management, Taiwan 

Doctoral Research, California State University

Liu Ying-Yen Studio

Studio Principal

(Academic Research, and Business Management Consultant)

Abstract

The tourism industry is a global activity that develops in an independent and decentralized manner. As the industry grows and matures, however, it has becoming more professional. In the past few decades, tourism has combined related activities and organizations to a more comprehensive industry. The definition of tourism is the short-term movement of people to destinations other than their work and residence; the activities performed by people during their stay at a destination; and the services and facilities produced to meet the needs of these people. Therefore, according to this definition, the tourism industry is a multiple and unique industry that includes characters, activities, facilities, and is combined with the public. The purpose of this research is to discuss the importance of service quality and customer satisfaction in the tourism industry, and to further explain the elements of six key success factors on the tourism industry.

Keywords: service quality, customer satisfaction, tourism industry, marketing concept