The The Quality of Tour Guides on Tourists’ Satisfaction in Malaysia Tourism Industry

Authors

  • Nurul Hasanah Binti Universiti Teknologi MARA, Selangor, Malaysia
  • Ismail Halidin Universiti Teknologi MARA, Selangor, Malaysia
  • Anggrecke Valentina Yuricka Universiti Teknologi MARA, Selangor, Malaysia
  • Muhammad Zul Amri Izzudin Universiti Teknologi MARA, Selangor, Malaysia
  • Farida Rahmany Universiti Teknologi MARA, Selangor, Malaysia

DOI:

https://doi.org/10.55123/toba.v1i2.603

Keywords:

Tour guides, Service Quality, Tourist Satisfaction, Tourism Industry, Malaysia

Abstract

Tour guides are one of the key players in the tourism industry as intermediaries between travel agents and tourists. They have a responsibility to explain the culture and all information involving the destination. This research aims to study the service quality of tour guides on tourist satisfaction. Empirical data were gathered from a large-scale online survey with 58 national and international tourists from Malaysia and Indonesia. The result shows that tour guides’ service quality has a positive relationship with tourist satisfaction

Downloads

Download data is not yet available.

References

Abd El kafy, J. (2021). Challenges Facing Tour Guide Profession and their Impacts on the Egyptian Guides performance. Journal of Association of Arab Universities for Tourism and Hospitality, 0(0), 0–0. https://doi.org/10.21608/jaauth.2021.54989.1105

Black, R., & Ham, S. (2005). Improving the quality of tour guiding: Towards a model for tour guide certification. Journal of Ecotourism, 4(3), 178–195. https://doi.org/10.1080/14724040608668442

Demirovic Bajrami, D., Tretiakova, T. N., Syromiatnikova, Y. A., Petrovic, M. D., & Radovanovic, M. M. (2020). Tour guide’s competencies as predictors of tourists’ sustainable behavior - Evidence from national parks. Geojournal of Tourism and Geosites, 32(4), 1277–1282. https://doi.org/10.30892/GTG.32413-569

Heung, V. C. S. (2008). Effects of tour leader’s service quality on agency’s reputation and customers’ word-of-mouth. Journal of Vacation Marketing, 14(4), 305–315. https://doi.org/10.1177/1356766708094752

Huang, J., & Hsu, C. H. C. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49(1), 79–92. https://doi.org/10.1177/0047287509336466

Huang, S., Hsu, C. H. C., & Chan, A. (2010). Tour guide performance and tourist satisfaction: A study of the package tours in Shanghai. Journal of Hospitality and Tourism Research, 34(1), 3–33. https://doi.org/10.1177/1096348009349815

Hwang, J., & Lee, J. H. (2019). Relationships among Senior Tourists’ Perceptions of Tour Guides’ Professional Competencies, Rapport, Satisfaction with the Guide Service, Tour Satisfaction, and Word of Mouth. Journal of Travel Research, 58(8), 1331–1346. https://doi.org/10.1177/0047287518803199

Lin, Y.-C., Lin, M.-L., & Chen, Y.-C. (2017). How Tour Guides’ Professional Competencies Influence on Service Quality of Tour Guiding and Tourist Satisfaction: An Exploratory Research. International Journal of Human Resource Studies, 7(1). https://doi.org/10.5296/ijhrs.v7i1.10602

Mak, A. H. N., Wong, K. K. F., & Chang, R. C. Y. (2010). Factors affecting the service quality of the tour guiding profession in macau. International Journal of Tourism Research, 12(3), 205–218. https://doi.org/10.1002/jtr.746

Ninpradith, N., Viriyasuebphong, P., & Voraseyanont, P. (2018). A Study of Tour Guide Competency, Service Quality, and Tourist Satisfaction of Chinese Tourist Nisachon Ninpradith. Burapha Journal of Business Management, 7(2), 106–121.

Syakier, W. A., & Hanafiah, M. H. (2021). Tour Guide Performances, Tourist Satisfaction And Behavioural Intentions: A Study On Tours In Kuala Lumpur City Centre. Journal of Quality Assurance in Hospitality and Tourism, 00(00), 1–18. https://doi.org/10.1080/1528008X.2021.1891599

Weiler, B., & Walker, K. (2014). Enhancing the visitor experience: Reconceptualising the tour guide’s communicative role. Journal of Hospitality and Tourism Management, 21, 90–99. https://doi.org/10.1016/j.jhtm.2014.08.001

Zhang, H. Q., & Chow, I. (2004). Application of importance-performance model in tour guides’ performance: Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81–91. https://doi.org/10.1016/S0261-5177(03)00064-5

Moleong. (2000). Metodologi Penelitian Kualitatif, Bandung: PT Remaja Posdayakarya

Nurgiyantoro, B. (2007). Teori Pengkajian Fiksi, Yogyakarta. Gadjah Mada.

Downloads

Published

2022-06-28

How to Cite

Nurul Hasanah Binti, Ismail Halidin, Anggrecke Valentina Yuricka, Muhammad Zul Amri Izzudin, & Farida Rahmany. (2022). The The Quality of Tour Guides on Tourists’ Satisfaction in Malaysia Tourism Industry. TOBA: Journal of Tourism, Hospitality, and Destination, 1(2), 99–104. https://doi.org/10.55123/toba.v1i2.603

Issue

Vol. 1 No. 2 (2022): May 2022

Section

Articles

License

Copyright (c) 2022 Nurul Hasanah Binti , Ismail Halidin, Anggrecke Valentina Yuricka, Muhammad Zul Amri Izzudin, Farida Rahmany

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Hak cipta pada setiap artikel adalah milik penulis.
Penulis mengakui bahwa Toba: Journal of Tourism, Hospitality, and Destination sebagai publisher yang mempublikasikan pertama kali dengan lisensi
Creative Commons Attribution 4.0 International License. 

Penulis dapat memasukan tulisan secara terpisah, mengatur distribusi non-ekskulif dari naskah yang telah terbit di jurnal ini kedalam versi yang lain, seperti: dikirim ke respository institusi penulis, publikasi kedalam buku, dan lain-lain. Dengan mengakui bahwa naskah telah terbit pertama kali pada Toba: Journal of Tourism, Hospitality, and Destination.