Evaluating service quality and tourists' satisfaction of spa facilities : a case of Gadek Hot Spring

Abstract

Health and wellness tourism is seen as one of the prominent developing sectors of tourism in near future. The health tourism is different and consists of a number of sub-sectors. The chemical and mineral properties in hot spring were discovered and their effects on human being were listed, hot springs were known to be healing feature then it was motivating for those who want to participate in. Spa industry complicated with other sectors such as architecture, property development, landscape design, fashion, food, beverage as well as traditional medicine. The first purpose of this thesis is to evaluate the impact of tourists’ overall satisfaction or dissatisfaction in hot spring, how satisfied they are with Gadek hot spring, loyalty intention to revisit and willingness and recommend Gadek hot spring to others. The second is to investigate the key criteria which influence on tourist satisfaction in Gadek hot spring. The third one is, to prioritize the key criteria which influence on the tourist satisfaction in hot spring. Based on the five dimensions of service quality, a questionnaire is used to establish a complete service quality evaluation framework for hot spring. In this research, Expert Choice is used to find the relative weights among the criteria. Finally, the service quality evaluation framework and evaluation results can be used as a guide for hot spring proprietors to review, improve and enhance service planning and service qualities in the future.