Title: Service quality assessment of transportation and government services: a study of the Hong Kong tourism industry

Authors: Eddy K. Tukamushaba; Babu P. George

Addresses: School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Office Room: HOTEL ICON RM 842, 17 Science Museum Road, Tsim Sha Tsui East, Hung Hom, Kowloon, Hong Kong ' Department of Business Administration, Alaska Pacific University, 4790 University Drive #A, Anchorage, AK-99508, USA

Abstract: This paper presents the results of a study examining service quality assessment of selected sectors of the Hong Kong tourism industry. The functioning of three related sectors of air, rail, and road transport, as well as tourism related government departments, is considered. Identification of the visitors and their perceptions of quality of service offered by these sectors are examined. In order to establish the importance of each of the service quality attributes in determining each sector's performance, importance-performance analysis was conducted on the airlines, public transport, and government agencies such as police, immigration, customs, and leisure and cultural services. The implications of the results obtained are discussed.

Keywords: service quality; customer satisfaction; loyalty; tourism industry; government services; transport services; Hong Kong; rail transport; air transport; road transport; visitor perceptions; airlines, public transport; government agencies; police; immigration; customs; leisure services; cultural services.

DOI: 10.1504/IJHEM.2014.062859

International Journal of Hospitality and Event Management, 2014 Vol.1 No.1, pp.2 - 43

Received: 28 Jun 2012
Accepted: 14 Oct 2012
Published online: 19 Jul 2014 *