Service Quality and its Impact on Tourist Satisfaction

Abstract

This study aims to assess tourists‟ perceptions towards quality tourism services provided at Petra historical site, and to measure tourist satisfaction by examining the impact of quality tourism product on overall tourist satisfaction. In this study, four hypotheses were developed are proposed a study model. The empirical data were collected from tourists via a survey that yielded 180 usable questionnaires, these data were analysed using a series of multiple regressions to determine the relationship between service quality and tourist satisfaction. The findings confirmed that service quality directly impacted tourist satisfaction throughout destination facilities, destination accessibility and destination attraction. As a result, this study argued that there is a significant impact of the service quality on tourist satisfaction, and therefore service quality plays an important role in tourism by increasing the level of tourist satisfaction. The results in this study supported the evidence that there are positive impacts of components of tourism product on tourist satisfaction. This study provided some theoretical and managerial implications based on the findings to academicians and tourism sector, the researcher presented recommendations for further studies and he discussed the main limitations in this study.

Keywords: Service Quality; Tourist Satisfaction; Tourism; Petra and Jordan.