Investigating Theme Park Service Quality by Using Modified Themequal Model

Tourism in Southern and Eastern Europe, Vol. 3, pp. 453-466, 2015

3rd International Scientific Conference Tourism in Southern and Eastern Europe 2015

14 Pages Posted: 31 Jul 2015

See all articles by Iva Valčić

Iva Valčić

University of Rijeka - Faculty of Tourism & Hospitality Management

Jelena Komšić

University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija

Nigel Simpson

Independent

Date Written: April 22, 2015

Abstract

Purpose – Theme parks are an interesting segment of the tourism market. In today’s competitive environment, delivering a high-quality service to meet the visitors’ needs becomes an important way to create business success. Understanding this concept becomes a big part of the total success and a relevant issue even for theme parks. In modern tourism research, only a few studies have explored the service quality of theme parks and its potential for tourism development; therefore, there is an obvious need for investigation of this matter. This paper aims to: (a) fill the current gap in research by using a modified THEMEQUAL model for measuring the perception of service quality in an adventure theme park; (b) assess the perceived service quality attributes; (c) investigate the relative importance of the service quality dimensions in influencing the overall satisfaction levels of visitors.

Methodology – The study was conducted using a 27 characteristics self-administrated questionnaire in Glavani Park based on the modified THEMEQUAL model. The data was analysed using descriptive and multivariate statistical analysis.

Findings – The results indicated that all 27 characteristics achieved very high scores indicating a good perception of service quality. A multiple regression analysis identified the dimensions “ambience” and “responsiveness access” as best predictors of visitor satisfaction.

Contribution – The paper contributes to the existing literature of service quality in the context of theme parks with its theoretical presentation, empirical findings and practical input; therefore the findings can be used both by managers in theme parks for improving quality and by the scientific community as an input to service quality literature and encouragement for further research.

Keywords: service quality, THEMEQUAL, multivariate statistical analysis, theme park, tourism, Croatia

JEL Classification: L83

Suggested Citation

Valčić, Iva and Komšić, Jelena and Simpson, Nigel, Investigating Theme Park Service Quality by Using Modified Themequal Model (April 22, 2015). Tourism in Southern and Eastern Europe, Vol. 3, pp. 453-466, 2015, 3rd International Scientific Conference Tourism in Southern and Eastern Europe 2015, Available at SSRN: https://ssrn.com/abstract=2637385

Iva Valčić (Contact Author)

University of Rijeka - Faculty of Tourism & Hospitality Management ( email )

Primorska 42
P.O. Box 97
Opatija, 51410
Croatia

Jelena Komšić

University of Rijeka, Faculty of Tourism and Hospitality Management, Opatija ( email )

Primorska 42
P.O. Box 97
Opatija, 51410
Croatia

Nigel Simpson

Independent ( email )

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
461
Abstract Views
1,597
rank
67,576
PlumX Metrics