Assessing The Relationships Between Service Quality, Muslim Tourist Satisfaction Among Middle Eastern Tourists Visiting The Maldives Using Structural Equation Modeling
Keywords:
Muslim Tourist Satisfaction; Reliability; Revisit Intention; Service Quality; SERVQUAL ModelAbstract
The study aimed to investigate the relationship between service quality, Muslim tourist’s satisfaction and revisit intention of Muslim Middle Eastern tourists travelling to the Maldives, using SERVQUAL model, factor analysis and structural equation modeling (SEM). Data was collected from 435 Muslim tourists from Middle East and face-to-face questionnaires were used to collect data. The survey reveals a strong correlation between Muslim tourists' satisfaction and their likelihood to return. The study reveals, however, that there is no correlation between service quality and propensity to return directl. Study being conducted during the pandemic made it difficult to collect data as some of the tourists were not willing to interact with a researcher. This study can be used as a basis for to learn about how Muslim tourists from the Middle East perceive service quality and hence, resorts and hotels can either improve or maintain same service quality. Service quality ratings by Muslim tourist are rarely done in the Maldives, hence, this study will provide a tourist’s perception on service quality from a novel perspective. Having limited research on Muslim tourist travel behavior especially on the context of Maldives ensured that this study is novel.
References
Abdulla, N., Wirya, H. and Top, C. (2019). Service quality among Kurdistan hotels. International Journal of Economics, Commerce and Management, Vol. 7, No. 6, pp. 717-723.
Ahmad, S.Z., Ahmad, N. and Papastathopoulos, A. (2019). Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE). Tourism Review, Vol. 74, No. 3, pp. 349-370.
Alauddin, M., Ahsan, S. H., Mowla, M. M. and Islam, M. M. (2019). Investigating the relationship between service quality, customer satisfaction and customer loyalty in hotel industry: Bangladesh perspective. Journal of Management and Business Research, Vol. 19, No. 1, pp. 28-35.
Alauddin, M., Ahsan, S. M. H., Kamal, M. A., Alam, M. M. and Hassan, A. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of Multidisciplinary Academic Tourism, Vol. 5, No. 2, pp. 105-114.
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P.A., Aziz, H. M., Sabir, B. Y. and Anwar, G. (2021). Hotel service quality: the impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, Vol. 5, No.3, pp. 14-28.
Amir, C. M., Iqbal, C. N. and Zulfiqar, A. A. (2020). Enhancing university’s brand performance during the COVID-19 outbreak: The role of ICT orientation, perceived service quality, trust and student satisfaction. Journal of Commerce and Social Sciences, Vol. 14, No. 3, pp. 629-651.
Angmalisang, S. I. (2021). The measurement of service quality at Linow lake tourist attraction using SERVQUAL method. International Journal of Tourism and Hospitality in Asia Pacific, Vol. 4, No. 2, pp. 1-12.
Asirifi, G. H. and Senya, E. K. (2020). Assessing service quality and customer satisfaction in Ghana’s hotel industry: A case study of Engineering guest house- KNUST. Journal of Tourism, Hospitality and sports, Vol. 47, No. 1, pp. 39-46.
Awang, Z. (2015). SEM made simple: A gentle approach to learning structural equation modeling. Malaysia: MPWS Publisher.
Battour, M. (2019). Halal tourism: achieving Muslim tourist’s satisfaction and loyalty. Malaysia: Mohamed Battour
Bhuiyan, M. A. H. and Darda, M. A. (2019). Tourists’ satisfaction on heritage sites of Dhaka city in Bangladesh. International Journal of Culture, Tourism and Hospitality Research, Vol. 14, No. 1, pp. 34-43.
Browne, M.W. and Cudeck, R. (1993). Alternative ways of assessing model fit. Testing structural equation models. California: Sage Publishing.
Ekka, P.M. (2024). Halal tourism beyond 2020: concepts, opportunities and future research directions. Journal of Islamic Marketing, Vol. 15 No. 1, pp. 42-58. https://doi.org/10.1108/JIMA-09-2022-0260
El-Gohary, H. (2020). Coronavirus and Halal tourism and hospitality industry: is it the journey to the unknown. Sustainability. http://doi:10.3390/su12219260
Esenyel, I. (2021). North Cyprus destinations marketing management approach through remodeling SERVQUAL analysis. Journal of Economic and Business Studies. https://doi.org/10.36266/JEBS/166
Fauzi, Suryanto, T., Anggraeni, E. and Nasor, M. (2020). The effect of tourism image, service quality, and promotion on religious tourism in Pringsewu regency. Jurnal Ekonomi dan Bisnis Islam, Vol. 6, No. 1, pp. 78-97.
Geert, R. and Berg, V. D. (2017). SPSS stepwise regression- simple tutorial. https://www.spss-tutorials.com/SPSS Stepwise Regression - Simple Tutorial
Hair, J. F., Ringle, C. M. and Sarstedt, M. (2012). Partial least squares: the better approach to structural equation modeling. Long Range Planning, Vol. 45, No. 5, pp. 312-319.
Hakimeh, C. I. and Ramanathan, K. (2020). Review of literatures on hotels service quality in Arab Countries. Journal of Business and Management, Vol. 22, No. 2, pp. 36-47.
Hussein, H. M., Salam, E. M. A. and Gaber, H. R. (2020). Investigating the factors that enhance tourists’ intention to revisit touristic cities. International Journal of African and Asian Studies, Vol. 69, No. 1, pp. 24-36.
Jaleel, A, A., Yajid, M.S.A., Khatibi, A. and Azam, S, M, F. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: empirical evidence from the Maldives. Management Science Letters. https://doi:10.5267/j.msl.2021.1.019
Ahmad, S.Z., Ahmad, N. and Papastathopoulos, A. (2019). Measuring service quality and customer satisfaction of the small- and medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE). Tourism Review, Vol. 74, No. 3, pp. 349-370.
Alauddin, M., Ahsan, S. H., Mowla, M. M. and Islam, M. M. (2019). Investigating the relationship between service quality, customer satisfaction and customer loyalty in hotel industry: Bangladesh perspective. Journal of Management and Business Research, Vol. 19, No. 1, pp. 28-35.
Alauddin, M., Ahsan, S. M. H., Kamal, M. A., Alam, M. M. and Hassan, A. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of Multidisciplinary Academic Tourism, Vol. 5, No. 2, pp. 105-114.
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P.A., Aziz, H. M., Sabir, B. Y. and Anwar, G. (2021). Hotel service quality: the impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, Vol. 5, No.3, pp. 14-28.
Amir, C. M., Iqbal, C. N. and Zulfiqar, A. A. (2020). Enhancing university’s brand performance during the COVID-19 outbreak: The role of ICT orientation, perceived service quality, trust and student satisfaction. Journal of Commerce and Social Sciences, Vol. 14, No. 3, pp. 629-651.
Angmalisang, S. I. (2021). The measurement of service quality at Linow lake tourist attraction using SERVQUAL method. International Journal of Tourism and Hospitality in Asia Pacific, Vol. 4, No. 2, pp. 1-12.
Asirifi, G. H. and Senya, E. K. (2020). Assessing service quality and customer satisfaction in Ghana’s hotel industry: A case study of Engineering guest house- KNUST. Journal of Tourism, Hospitality and sports, Vol. 47, No. 1, pp. 39-46.
Awang, Z. (2015). SEM made simple: A gentle approach to learning structural equation modeling. Malaysia: MPWS Publisher.
Battour, M. (2019). Halal tourism: achieving Muslim tourist’s satisfaction and loyalty. Malaysia: Mohamed Battour
Bhuiyan, M. A. H. and Darda, M. A. (2019). Tourists’ satisfaction on heritage sites of Dhaka city in Bangladesh. International Journal of Culture, Tourism and Hospitality Research, Vol. 14, No. 1, pp. 34-43.
Browne, M.W. and Cudeck, R. (1993). Alternative ways of assessing model fit. Testing structural equation models. California: Sage Publishing.
Ekka, P.M. (2024). Halal tourism beyond 2020: concepts, opportunities and future research directions. Journal of Islamic Marketing, Vol. 15 No. 1, pp. 42-58. https://doi.org/10.1108/JIMA-09-2022-0260
El-Gohary, H. (2020). Coronavirus and Halal tourism and hospitality industry: is it the journey to the unknown. Sustainability. http://doi:10.3390/su12219260
Esenyel, I. (2021). North Cyprus destinations marketing management approach through remodeling SERVQUAL analysis. Journal of Economic and Business Studies. https://doi.org/10.36266/JEBS/166
Fauzi, Suryanto, T., Anggraeni, E. and Nasor, M. (2020). The effect of tourism image, service quality, and promotion on religious tourism in Pringsewu regency. Jurnal Ekonomi dan Bisnis Islam, Vol. 6, No. 1, pp. 78-97.
Geert, R. and Berg, V. D. (2017). SPSS stepwise regression- simple tutorial. https://www.spss-tutorials.com/SPSS Stepwise Regression - Simple Tutorial
Hair, J. F., Ringle, C. M. and Sarstedt, M. (2012). Partial least squares: the better approach to structural equation modeling. Long Range Planning, Vol. 45, No. 5, pp. 312-319.
Hakimeh, C. I. and Ramanathan, K. (2020). Review of literatures on hotels service quality in Arab Countries. Journal of Business and Management, Vol. 22, No. 2, pp. 36-47.
Hussein, H. M., Salam, E. M. A. and Gaber, H. R. (2020). Investigating the factors that enhance tourists’ intention to revisit touristic cities. International Journal of African and Asian Studies, Vol. 69, No. 1, pp. 24-36.
Jaleel, A, A., Yajid, M.S.A., Khatibi, A. and Azam, S, M, F. (2021). Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: empirical evidence from the Maldives. Management Science Letters. https://doi:10.5267/j.msl.2021.1.019
Downloads
Published
2024-10-27
How to Cite
Shazra Ibrahim, Rana Ahmed Hameed2, & Ahmad Albattat. (2024). Assessing The Relationships Between Service Quality, Muslim Tourist Satisfaction Among Middle Eastern Tourists Visiting The Maldives Using Structural Equation Modeling. CENTRAL ASIAN JOURNAL OF MATHEMATICAL THEORY AND COMPUTER SCIENCES, 5(4), 440–455. Retrieved from https://cajmtcs.casjournal.org/index.php/CAJMTCS/article/view/680
Issue
Section
Articles
