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Diving into service quality – the dive tour operator perspective

Martin A. O’Neill (School of Marketing, Tourism and Leisure, Edith Cowan University, Perth, Western Australia)
Paul Williams (School of Marketing, Tourism and Leisure, Edith Cowan University, Perth, Western Australia)
Martin MacCarthy (School of Marketing, Tourism and Leisure, Edith Cowan University, Perth, Western Australia)
Ronald Groves (School of Marketing, Tourism and Leisure, Edith Cowan University, Perth, Western Australia)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2000

Abstract

Seeks to investigate the conceptualization and measurement of service quality and its importance to the dive tourism industry. It reports the findings from a recently conducted study of dive tourist perceptions of service quality as they relate to a tour operator running tours on an artificial reef dive experience in Western Australia. The study also assesses the importance assigned by consumers to the various service quality attributes relative to those perceptions. The results are of significance to operators in that they identify clearly the managerial implications of providing a quality service during the dive tourism experience.

Keywords

Citation

O’Neill, M.A., Williams, P., MacCarthy, M. and Groves, R. (2000), "Diving into service quality – the dive tour operator perspective", Managing Service Quality: An International Journal, Vol. 10 No. 3, pp. 131-140. https://doi.org/10.1108/09604520010336650

Publisher

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MCB UP Ltd

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