Fonte: Journal of Tourism & Development; n. 35 (2021); 227-242
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Resumo: The evaluation of tourist satisfaction is important for ensuring long-term survival in the competitive business environment. This study aimed to measure the tourists' satisfaction in Lake Kenyir, Malaysia from the perception of tourists. The study followed a non-probability convenience sampling technique for the sample selection and interviewed a total of 320 tourists from the study area for primary data collection. Respondents' perception had been studied with 39 statements under seven dimensions of service quality and a generalized linear regression modeling technique was applied to evaluate the respective contribution of the observed dimensions with tourists' satisfaction. Results revealed that responsiveness, tangibles, assurance, empathy, and price dimensions have statistically significantly related to tourists' satisfaction. Moreover, communication and environment dimensions do not have a significant contribution to tourists' satisfaction. Various steps should be taken for increasing tourists' satisfaction in Lake Kenyir such as, maintain sustainability and environmental quality, increase facilities, effective marketing.
