Exploration of Service Quality, Satisfaction, and Behavioral Intentions of Inbound Visitors in Nepal
คำสำคัญ:
Service Quality, Satisfaction, Behavioral Intention, Nepal, Tourism, Inbound Visitorsบทคัดย่อ
The tourism industry of Nepal has been kept the priority all the time but the importance of service quality for visitors’ satisfaction is the neglected subject of investigation. For getting loyal visitors they must receive quality service and be satisfied with the services.This study aims to explore the service quality of the Nepalese tourism industry in the visitors’ perception level of satisfaction and behavioral intention. Both qualitative and quantitative methods have been employed to collect primary data from the inbound visitors. There were 457 full-respond questionnaires and 12 in-depth interviews for the sources of data. The study found that Nepali tourism service quality has been perceived as moderate service above the average. Destination attractiveness and employee behavior are the positive indicators while prompt service management, transportation, and other infrastructural indicators are slightly below the average. A significant number of visitors are satisfied and loyal and would like to convey positive word of mouth to their friends and family about the destination Nepal.
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