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| Author: | Wang, K-C. (et al.) |
| Title: | GPTCCC: An instrument for measuring group package tour service |
| Journal: | Tourism Management
2007 : VOL. 28:2, p.361-376 |
| Index terms: | service quality tourism |
| Freeterms: | group package tour (GPT) customer comment card (CCC) |
| Language: | eng |
| Abstract: | The aim of this paper is to develop and empirically validate an instrument which measures the group package tour (GPT) service. Both qualitative and quantitative approaches were used to develop a new customer comment card (CCC) for GPT (GPTCCC). For quantitative data, responses from 521 and 312 tourists were used to assess the reliability and validity by exploratory and confirmatory factor analysis. Through a careful instrument development process, six factors were finally identified: hotel, transportation, shopping arrangement, optional tour, tour leader, and local guide. The study provides insight into the nature of the measurement of GPT service and how it might be used in practice. |
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