国际游客对乞力马扎罗国际机场离境服务的满意度:坦桑尼亚研究

Denis Mwageni, S. Mlozi, Hawa Uiso
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引用次数: 0

摘要

本研究评估了乞力马扎罗山国际机场离境非处理服务绩效与国际游客满意度之间的关系。研究采用调查研究设计和定量方法,分层抽样,样本量为 162 个。数据收集通过封闭式问卷进行。调查问卷发放给游客,填写完毕后进行回收。 受访者的回答采用李克特五点量表。数据分析采用 IBM SPSS 统计 21 版和 SmartPLS 3 软件的偏最小二乘法 - 结构方程模型。研究结果表明,机场出发设施与国际游客的满意度直接且显著相关。这意味着这种关系在现实生活中是存在的,任何无视对这些设施的评估的行为都可能会干扰游客的满意度并导致不信任。此外,机场离境可达性和离境零售区与国际游客满意度的关系不显著,这意味着在现实生活中不存在这种关系。研究建议将有直接关系的构面指标视为重要因素。然而,机场运营商应同样监控服务绩效,以在所有三个构面中达到最高的游客满意度,从而使游客忠诚于机场,因为任何服务妥协都会影响游客的满意度。研究结果对提高旅游绩效和机场服务管理具有经济意义。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Satisfaction of International Tourists with Departure Services at Kilimanjaro International Airport: A Study in Tanzania
This study assessed the relationship between airport departure non-processing service performance and international tourists' satisfaction at Kilimanjaro International Airport. A survey research design and quantitative approaches with stratified sampling and a 162 sample size were adopted. Data collection was done through closed-ended questionnaires. The questionnaires were distributed to tourists and picked after being filled up.  Respondents’ responses were based on a five-point Likert Scale. Data analysis was done using IBM SPSS statistics version 21 and Partial Least Squares – Structural Equation Modelling using SmartPLS 3 software with the help of SmartPLS3 software. The study showed that airport departure facilities were directly and significantly associated with international tourists' satisfaction. This implies that the relationship exists in real life, and any effort to disregard the assessment of these facilities may disturb tourists' satisfaction and lead to untrustworthiness. Moreover, airport departure accessibility and departure retail areas showed an insignificant association with international tourists' satisfaction, implying that no relationship exists in real life. The study recommends that indicators for the constructs with direct relationships be treated as significant factors. However, airport operators should equally monitor service performance to achieve the highest tourist’ satisfaction in all three constructs to make tourists loyal since any service compromise can interrupt tourists' satisfaction. The findings have economic significance in improving tourism performance and airport service management.
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