Browse > Article
http://dx.doi.org/10.18807/jsrs.2020.10.2.043

A Study on Effect of Service Characteristic Factors of Theme Park on Customer Satisfaction and Revisit Intention  

Wang, Xiaolei (Department of Business Administration, Graduate School, Gachon University)
Kim, Yeonggil (Department of Global Trade and Management, Shinhan University)
Park, Jeong Soo (Da Vinci College of General Education, Chung-Ang University)
Publication Information
Journal of Service Research and Studies / v.10, no.2, 2020 , pp. 43-57 More about this Journal
Abstract
This study aims to verify whether service characteristic factors of theme park, consisting of ease of access, convenience of service, diversity of events and safety of facilities have positive effect on customer satisfaction and, in turn, customer satisfaction on intention of revisit for customers. We conducted surveys on 317 customers having experiences of visiting domestic theme parks and obtained the results that three factors except ease of access have positive effect on customer satisfaction and customer satisfaction on intention of revisit. As the further analysis, we checked if customer satisfaction has positive moderating effect on the relationship between four service characteristic factors and intention of revisit. We found that diversity of events and safety of facilities have full moderating effect and convenience of service partial moderating effect, while ease of access has not that effect, which offer implication that theme parks have to make more effort and investments related to diversity of events and safety of facilities to increase possibility of customer revisit.
Keywords
theme park; service quality; customer satisfaction; intention of revisit;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Ady, M. (1998). Market Identification of a New The me Park: An Example from Central Florida. Journal of Travel Research, 26(1), 7-11.   DOI
2 Anderson, R. E., Srinivasan, S. S. (2003). "e-Satisfaction and e-Loyalty: A Contingency Framework", Psychology and Marketing, 20(2), 123-138.   DOI
3 Bigne, J. E., Andreu, L., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management , 26 (6), 833-844.   DOI
4 Berry, L. L., Seider, K., & Grewal, D. (2002). Understanding Service Convenience. Journal of Marketing, 66(3), 1-17.   DOI
5 Cho, B. H., Jeon, H. S., & Kim, J. H. (2008), Effect of Service Quality of Domestic Theme Park on Customer Satisfaction and Loyalty. Journal of Korean Leisure and Recreation Association, 32(4), 211-221.
6 Choi, M. Y. & Chae K. J. (2011). A Study on Service Wating Environment Characteristics on User Satisfaction. Journal of Tourism Research, 23(2), 3-22.
7 Choi, S. D. & Choi M. S. (2012). Effect of Service - scape on Customer Satisfaction, Tourism Review, 27(4), 497-512.
8 Choi, T. H. & Jeon, J. H. (2007). Effect of Brand Images of Dining Restaurant on Customer Satisfaction and Revisit Intention. Dining Management Review, 10(4), 151-172.
9 Feidgen, J. D. (1991). Educational Institute of the American Hotel and Motel Association. Dimensions of Tourism, 23-30.
10 Geissler, G. L., Rucks, C. T., & Edison, S. W. (2006). Understanding the Role of Service Convenience in Art Museum Marketing: An Exploratory Study. Journal of Hospitality and Leisure Marketing, 14(4), 69-87.   DOI
11 Greene, W. E., Walls, G. D., & Schrest, L. J. (1994). Internal Marketing: The key to external marketing success. Journal of Service Marketing, 8(4), 5-15.   DOI
12 Hahn, K. H. & Park, J. Y. (2014). A Study on Congestion Recognition of Water Park Customers on Satisfaction and Revisit Intention. Tourism and Leisure Review, 26(9), 293-307.
13 Hayes, A. F. (2013). Introduction to Mediation, Moderation, and Conditional Process Analysis. New York :Guilford Publication.
14 Hwang, J. H. (2018). A Study on Effect of Theme Park Event P erformance o n Satisfaction, Revisit Intention, Staying Time and Consumption Amount. Master Thesis, Chung-Ang University.
15 Jeong D. Y. (2015). Analysis of Walking Pattern and Movement of Customers according to Theme Park Structure. Doctoral Dissertation, Kyung Hee University.
16 Jeong J. H. (2018) Effect of Characteristics of Theme Park Festival on Perceived Value and Satisfaction. Master Thesis, Chung-Ang University.
17 Jeong, K. Y., Kim, H. K., & Lee, E. J. (2006). A Study on Service Quality and Relationship of Theme Park. Hotel Management Review, 15(5), 1-16.
18 Kang, S. K. (2002). A Study on Images of Tourism Events, Satisfaction and Intention of Recommendation. Doctoral Dissertation, Dong-A University.
19 Kim, D. J. (2012). A Study on Effect of Theme Park Composition Factors on Satisfaction and Revisit Intention. Hotel Management Review, 21(4), 201-213.
20 Kim, Y. J. (2015). A Study on Effect of Character Visual Images on Theme Park Customers. Master Thesis, Kwang-Ju University.
21 Ko, B. E & Kim, H. C. (1999). A Study on Service Quality Factors to Satisfy Theme Park Customers. Korean Consumer Association 1999 Fall Conference Proceeding, 22-34.
22 Kwon, Y. H. & Lee, H. (2002). Effect of Theme Park Service Quality on Customer Satisfaction and Behavioral Intention. Tourism Review, 26(1), 219-236.
23 Heskett, J. L. (1987). Lessons in the Service Sector. Harvard Business Review, 65(2), 118-126.
24 Lee, S. J. (2009). A Study on Visual Design Factors of Them Park, Doctoral Dissertation, Chosun University.
25 Milman, A. (1988). Market identification of a new theme park: An example from central Florida. Journal of Travel Research, 26(4), 7-11.   DOI
26 Park, J. H. (2006). A Study on Theme Park Events and Satisfaction of Customers. Master Thesis, Kyunggi University.
27 Shin, D. S. (2009). A Study on Satisfaction of Theme Park Customers and Intention of Change Applying Expectation Discrepancy Theory. Tourism Review, 24(2), 177-197.
28 Shin, W. S. (2008). Effect of Theme Park Service Quality and Value on Customer Satisfaction and Behavioral Intention. Hotel Tourism Review, 10(3), 160-173.
29 Yoo, M. H. (2012). A Study onm Effect of Theme Park Service Quality and Usage on Revisit Intention. Journal of Korean Photography and Geography Association, 22(1), 53-64.
30 Zhang, X., Prybutok, V., & Huang, A. (2006). An Empirical Study of Factors Affecting E-Service Satisfaction. Human Systems Management, 25(4), 279-291.   DOI
31 Oh, J. K. (2012). Effect of Character Images of Urban Theme Park on Overall Image and Satisfaction. Tourism Industry Review, 6(2), 1-14.