PolyU Tourism Service Quality Index of 2012: An Overview
The research design underlying the PolyU Tourism Service Quality Index resembles that of the PolyU Tourist Satisfaction Index. The index of tourism service quality builds upon the models developed by Parasuraman, Zeithaml, and Berry (1985) and Brady and Cronin (2001). Tourism service quality is caused by three constructs, namely interaction quality, serivcescape quality and outcome quality (Brady & Cronin, 2001; Grönroos, 1984). Like the tourist satisfaction index, we evaluated service quality of the six tourism-related service sectors, which are attraction, hotel, immigration, restaurant, retail shop and transportation. Tourists were surveyed from the seven broad source markets, which are (1) the Americas, (2) Australia, New Zealand and Pacific, (3) Europe, Africa and Middle East, (4) Japan and Korea, (5) Mainland China, (6) South and Southeast Asia, and (7) Taiwan and Macau. The 2012 PolyU Tourism Service Quality Survey was conducted along with the tourist satisfaction survey from November 5 to December 29, 2012, with 2,337 questionnaires collected.