The Analysis of Service Quality Attributes of Water Leisure Tourism and Potential Customer Satisfaction Improvement(PCSI) Index based on Kano Model in Busan
Il-Kwon Kwon · Journal of Sport and Leisure Studies · 2016
The purpose of this study is to categorize the quality factors of water leisure tourism and to understand the difference in those service quality factors by using Kano model and Timko’s customer satisfaction coefficient analysis in order to help formulate a strategy for optimizing resource utilization with regard to improving the facility of water leisure tourism. Samples were extracted by convenient sampling method. Total 458 questionnaires were collected in this study excluding data with no respond or trustless respond. The results of study were as follows. First, among total 25 service quality factors of water leisure tourism, three quality factors (safety facilities, safe relaxing space, convenient public transportatoin) were attractive service quality factors. Second, those three service quality factors were considered must-have qualities. Third, one factor (night lighting) was indifferent quality attribute. Fourth, the other 18 factors were regarded as one dimensional quality attribute. The result of researching service quality factor characteristics depending on Timko’s customer satisfaction coefficient shows that the coziness of beach can give the greatest satisfaction to visitors when services are satisfactory. Furthermore, when preparation for safety measures in emergencies and convenience of transportation are not fulfilled, it would bring the most dissatisfaction to spectators.