'How's the service?' A study of service quality perceptions across sectors and source markets

Julian K. Ayeh, Rose Xiaying Chen

Research output: Contribution to journalArticlepeer-review

8 Citations (Scopus)


This study assessed the performance of the hotel, retail and travel agency sectors in Hong Kong. The importance-performance analysis (IPA) model and various statistical techniques were employed to examine visitors' cognition of the importance and performance of pertinent service quality attributes and to better understand the factors that may influence their overall satisfaction across different sectors and source markets. Whereas the multivariate analysis of variance and analysis of variance tests suggest no significant differences in service quality perceptions across the three sectors, the IPA revealed that these sectors differ qualitatively in terms of which service quality attributes are most critical. The findings further suggest a negative relationship between cultural distance and satisfaction with Asian tourists being less satisfied than their non-Asian counterparts. The results hold important managerial implications for resource allocation and service quality improvement in specific areas.

Original languageEnglish
Pages (from-to)241-260
Number of pages20
JournalInternational Journal of Tourism Research
Issue number3
Publication statusPublished - May 2013
Externally publishedYes


  • Hong Kong
  • Importance-performance analysis
  • Tourists' satisfaction

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Nature and Landscape Conservation


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