Quality Measurement Theory and Application in Bali Tour Group

DOI

10.2991/mmetss-18.2018.5How to use a DOI?

Keywords

SERVQUAL, Quality gap model, Bali tour, Group product

Abstract

This paper selects Quality Measure Theory as research method which is based on five dimensions of Parasuraman’s SERVQUAL to analyze the reliability, responsiveness, assurance, empathy, and tangibility of Bali tourism product. In-depth interview method is also used to testify satisfaction of tour group traveling in Bali through concerned operators, tour leaders, local guides and tourists.The quality gap model analyzes the problems existing in the quality of tourism products and management personnel, service specification, service delivery, marketing communication aspects so as to narrow down the gap between customer expectations and the actual feeling of the service, trying to come up with the practical operations of the breakthrough point in the management of travel products quality, to seek for healthy, profitable and sustainable development of Bali tour market.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yanhong Liu
AU  - Caijuan Li
AU  - Jun Yuan
PY  - 2018/11
DA  - 2018/11
TI  - Quality Measurement Theory and Application in Bali Tour Group
BT  - Proceedings of the 2018 3rd International Conference on Modern Management, Education Technology, and Social Science (MMETSS 2018)
PB  - Atlantis Press
SP  - 16
EP  - 20
SN  - 2352-5398
UR  - https://doi.org/10.2991/mmetss-18.2018.5
DO  - 10.2991/mmetss-18.2018.5
ID  - Liu2018/11
ER  -