Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria

Tourism in recent years is one area that nations are investing heavily and looking up to as reliable source of revenue generation. Even though the main customers are the tourists, thus it must be noted that most studies have been assessing service quality from the industry’s perspectives, instead of...

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Main Author:	Usman Saleh, Amina
Format:	Thesis
Language:	English English English
Published:	2018
Subjects:	HF5410-5417.5 Marketing Distribution of products
Online Access:	http://eprints.uthm.edu.my/547/1/24p%20AMINA%20USMAN%20SALEH.pdf http://eprints.uthm.edu.my/547/2/AMINA%20USMAN%20SALEH%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/547/3/AMINA%20USMAN%20SALEH%20WATERMARK.pdf
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id	my-uthm-ep.547
record_format	uketd_dc
spelling	my-uthm-ep.5472021-08-05T03:16:25Z Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria 2018-11 Usman Saleh, Amina HF5410-5417.5 Marketing. Distribution of products Tourism in recent years is one area that nations are investing heavily and looking up to as reliable source of revenue generation. Even though the main customers are the tourists, thus it must be noted that most studies have been assessing service quality from the industry’s perspectives, instead of the tourists’ perspectives. In addition, previous studies have focused only on the approach to assess the relationship between service quality and satisfaction, and therefore undermine the revisit intention. Thus, in assessing service quality within the context of tourism industry, most previous studies have failed to investigate beyond the satisfaction paradigm. Therefore, the main aim of this study was to investigate the mediating effect of tourist satisfaction on the relationship between service quality and re-visit intention, the relationship between service quality and tourist satisfaction, and the relationship between tourist satisfaction and revisit intention and the relationship between service quality and revisit intention. A quantitative methodology using adapted set of questions was employed to survey 210 tourists from Obudu Mountain Resort (OMR) in Nigeria. Descriptive and inferential statistics were used for data analysis. The mediating effect of tourist satisfaction in the relationship between service quality and revisit intention had also been tested. Findings confirmed that there was a significant positive relationship between service quality and tourist satisfaction, as well as a significant relationship between tourist satisfaction and revisit intention, service quality is also found to be significantly related to revisit intention. In addition, tourist satisfaction had a mediating effect in the relationship between service quality and revisit intention. This study therefore suggested that the theory and practice in service quality should extend the body of knowledge beyond the satisfaction paradigm. Future studies are recommended to extend the study to all tourism sites. 2018-11 Thesis http://eprints.uthm.edu.my/547/ http://eprints.uthm.edu.my/547/1/24p%20AMINA%20USMAN%20SALEH.pdf text en public http://eprints.uthm.edu.my/547/2/AMINA%20USMAN%20SALEH%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/547/3/AMINA%20USMAN%20SALEH%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Onn Malaysia Faculty of Technology Management and Business
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Usman Saleh, Amina Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
description	Tourism in recent years is one area that nations are investing heavily and looking up to as reliable source of revenue generation. Even though the main customers are the tourists, thus it must be noted that most studies have been assessing service quality from the industry’s perspectives, instead of the tourists’ perspectives. In addition, previous studies have focused only on the approach to assess the relationship between service quality and satisfaction, and therefore undermine the revisit intention. Thus, in assessing service quality within the context of tourism industry, most previous studies have failed to investigate beyond the satisfaction paradigm. Therefore, the main aim of this study was to investigate the mediating effect of tourist satisfaction on the relationship between service quality and re-visit intention, the relationship between service quality and tourist satisfaction, and the relationship between tourist satisfaction and revisit intention and the relationship between service quality and revisit intention. A quantitative methodology using adapted set of questions was employed to survey 210 tourists from Obudu Mountain Resort (OMR) in Nigeria. Descriptive and inferential statistics were used for data analysis. The mediating effect of tourist satisfaction in the relationship between service quality and revisit intention had also been tested. Findings confirmed that there was a significant positive relationship between service quality and tourist satisfaction, as well as a significant relationship between tourist satisfaction and revisit intention, service quality is also found to be significantly related to revisit intention. In addition, tourist satisfaction had a mediating effect in the relationship between service quality and revisit intention. This study therefore suggested that the theory and practice in service quality should extend the body of knowledge beyond the satisfaction paradigm. Future studies are recommended to extend the study to all tourism sites.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Usman Saleh, Amina
author_facet	Usman Saleh, Amina
author_sort	Usman Saleh, Amina
title	Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
title_short	Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
title_full	Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
title_fullStr	Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
title_full_unstemmed	Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria
title_sort	tourist satisfaction as a mediator between service quality and re-visit intention: a study of obudu mountain resort, nigeria
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Faculty of Technology Management and Business
publishDate	2018
url	http://eprints.uthm.edu.my/547/1/24p%20AMINA%20USMAN%20SALEH.pdf http://eprints.uthm.edu.my/547/2/AMINA%20USMAN%20SALEH%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/547/3/AMINA%20USMAN%20SALEH%20WATERMARK.pdf
_version_	1747830635855085568

Tourist satisfaction as a mediator between service quality and re-visit intention: a study of Obudu Mountain Resort, Nigeria

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