Evaluation and Analysis of Traditional Hotels Quality of Services (QoS) Using Importance-Performance Analysis Tool from Domestic Tourists’ perspective (Case Study: Selected Traditional Hotels of Yazd Province)
Mir Mohammad
Asadi
Assistant Professor of Tourism Management, Faculty of Management, University of Science and Arts,Tehran, Iran
author
Adel
Azar
Professor of Industrial Management, Faculty of Management and Economics, Tarbiat Modares University, Tehran, Iran
author
Seyed Ali
Naghavi
Master of Industrial Management, Faculty of Management, University of Science and Arts, Tehran, Iran
author
text
article
2017
per
The aim of this study is evaluation and analysis the services quality of selected traditional hotels of Yazd province based on domestic tourists’ perspective. This study is a type of applied research and in terms of research methodology, this is descriptive - survey study. The statistical population of this study consists of two parts. In the first part, in order to identify the factors affecting the services quality of traditional hotels based on the logic of factor analysis models, a sample of 270 domestic tourists who visited Yazd province selected traditional hotels were selected using available sampling. In the second part, in order to measure the importance and performance of the services quality of traditional hotels, 200 domestic tourists who stayed in traditional hotels of Yazd during Nowrouz 1395 were selected by available sampling method to fill the questionnaire. The results of factor analysis showed that 7 factors of hotel physical facilities, sports and recreational facilities, traditional food and beverage, employees’ behaviors, hygiene, traditional spaces inside hotel and rooms, accountability systems, and service delivery are considered as factors affecting services quality. In addition, the results of the importance-performance analysis showed that there is a significant gap between importance and tourists’ perception in 4 factors of sports and recreational facilities, traditional food and beverage, employees’ behaviors, and accountability systems.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
1
26
https://tms.atu.ac.ir/article_7870_698898e5d6bce92505a45ff941303786.pdf
dx.doi.org/10.22054/tms.2017.14822.1421
The Effect of Customer Relationship Management on Organizational Performance Aspects (Case Study: 3 to 5 Star Hotels of Mashhad)
Hossein
Nikoo
* Ph.D. student of Industrial-financial Management, Faculty of Economics, Management and Accounting, Yazd University,Yazd,Iran
author
Ali
Morovati sharifabadi
yazd universityAssociate Professor of Industrial Management at Yazd University,Yazd, Iran
author
text
article
2017
per
The purpose of the present research is to investigate the effect of CRM on organizational performance aspects in 3- to 5-star hotels of Mashhad. To do so, the effect of four CRM dimensions (including focus on main customers, CRM organization, knowledge management, and technology-based CRM) on each performance aspect (including financial affairs, customers, internal processes, and learning and development) was investigated. This is an applied study in terms of purpose and an analytical-survey study in terms of methodology. Statistical population of the study includes Managers 3 to 5 star hotels in Mashhad. Sample size of this research was determined as 63 hotels based on Krejcie and Morgan’s and Cohen’s Tables. Simple random sampling was used to collect data from questionnaires. Number of 75 questionnaires distributed among the managers of 3 to 5 star hotels in Mashhad. From 65 quastionaire that reclaimed, 63 of them were used.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
27
48
https://tms.atu.ac.ir/article_7871_fcffeac200d5d21ec4d2adc88652dd14.pdf
dx.doi.org/10.22054/tms.2017.8467.1213
The impact of Service Recovery Performance on Word-of-Mouth Communication: The Intermediate Role of Customer Perceived Value, Customer Experience, Emotional Response and Brand Loyalty
Fereshteh
Mansouri Moayed
* Assistant Professor, Tarbiat Modares University, Faculty of Management and Economics, Tehran, Iran
author
Mohammad
Moradi
** Master Graduate Student, Tarbiat Modares University, Faculty of Management and Economics, Tehran, Iran
author
Fatemeh
Mollaei
Master Graduate Student, Tarbiat Modares University, Faculty of Management and Economics, Tehran, Iran
author
text
article
2017
per
According to the role of the customer in hospitality industry and importance of the provided quality of services, there is an increasing intense competition in the industry; hence, the recovery of failed services provides a second chance for companies to bolster their relationship with the customers, consequently, high performance of frontline employees affects behavioral intentions of customers. The aim of this study is proposing a service recovery model to illustrate how having high performance in the service recovery process causes tourists’ positive word-of-mouth. The statistical population of this study is composed of tourists who stayed in one of the 5-star hotels of Shiraz and were accessible during the research. Based on the Cochran formula 384 individuals have been considered as the statistical sample. The collected data have been analyzed using SPSS 22 and smart PLS 2 software. As the results show, high level of performance in service recovery influence tourists’ word of mouth.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
49
72
https://tms.atu.ac.ir/article_7872_080ea1701339a9ec95b012dfb321d744.pdf
dx.doi.org/10.22054/tms.2017.16637.1464
Prioritizing and Determining the Relationships of Tourism Development Sustainability Measuring Indexes
Ali
Delshad
Lecturer of Manegement Turism Yazd University, Yazd, Iran
author
Farzaneh
Abohashem Abadi
** Master of Tourism Marketing Management, University of Tehran, Tehran, Iran, Faculty of Management
author
Iman
Ghasemian
*** Ph.D. student of Production Management and Operations, Faculty of Management, University of Tehran, Tehran, Iran
author
text
article
2017
per
To ensure the sustainability of tourism development, the use of techniques and practical methods for evaluating sustainability has been considered. The results of previous studies indicate that the relationship and significance of these indexes have ever been considered. Therefore, the purpose of this research was to identify the indexes of assessing the sustainability of tourism development and determining the priority of each factor, as well. The descriptive-analytical method was used as the research methods. The statistical population included the tourism professors and managers involved in tourism activities. Fuzzy Delphi, Fuzzy Network Analysis Process and Fuzzy DEMATEL techniques have been used to analyze the data. The obtained results have indicated that among the six main factors, the economic factor with a weight of 0.415 is the most important index in measuring tourism sustainability. Also, economic and cultural indexes as the most influential and effective ones have been determined in assessing the sustainability of tourism development, respectively.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
73
94
https://tms.atu.ac.ir/article_7873_eee8877515c8966a5bde1c6436b8580c.pdf
dx.doi.org/10.22054/tms.2017.12490.1338
The Effect of Mental Conflicts on the Domestic Tourists’ Intention to Revisit in Comparison with International Tourists (case study: Tehran)
yazdan
shirmohammadi
Assistant professor at Payame Noor University, Tehran, Iran
author
ghazaleh
Darabi
Master of Business Administration, Payame Noor University, Tehran, Iran
author
Zynab
Hashemi baghi
Master of Business Administration, Payame Noor University, Tehran, Iran
author
text
article
2017
per
In the current super competitive environment, tourism marketers should focus on branding and the factors that make up the brand of a tourism destination. Since attention and mental conflicts, choice and intention to visit are the essential elements in the tourism brand's structure, any change in these elements can be important in the demand for re-visitation. The aim of this study was to investigate the effect of sustained tourism mental conflicts into domestic tourists intention of revisiting in comparison with international tourists with and without the effect of intermediary variables (brand awareness, brand image, brand perceived quality and brand loyalty). The present research is applied in terms of its purpose and is considered as descriptive-survey research in terms of research methodology. The statistical population is the international and domestic tourists of Tehran. The Statistical analyses were performed using SPSS and AMOS software. The bootstrap method was used to test the path analysis of hypothesis. The findings of the research indicate that the sustained mental involvement of the tourists on the intention of visiting domestic tourists is influenced by the effect of intermediate variables and the sustained mental involvement of the tourists has a positive and significant effect on the intention of international tourists’ re-visitation with effect and without intermediary variables. In fact, revisiting Tehran as a tourism destination requires considering brand awareness, brand image, destination brand quality, loyalty to the destination brand and sustainable tourism engagement. These factors are interconnected and their effect on domestic tourists is different from foreign tourists. Therefore, marketing and branding strategies for domestic tourists should be different from branding for international tourists.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
95
121
https://tms.atu.ac.ir/article_7874_08cb44c1ae9ee455a80938775bfb3d8b.pdf
dx.doi.org/10.22054/tms.2017.15230.1429
The Effects of the Development of Tourist Sites on Satisfaction of Religious Tourists
(Case Study: Mashhad as a Metropolis)
Mohammad Kazem
Molazemolhosseini
* Masters of Sacred Religious Places Management, Imam Reza International University
author
Morteza
Rojuee
Assistant professor of Management, Imam Reza International University
author
Mohsen
Moradi
Assistant professor of Management, Imam Reza International University
author
text
article
2017
per
The increasing expansion and development of commercial, residential and recreational spaces changed the face of Mashhad as the second largest metropolis in Iran over the past decade. The main objective of this study is to investigate the effects of the development of tourist sites on the satisfaction of religious tourists. The research population is religious tourists who have traveled to Mashhad in Nowruz 1395(from Sunday, March 20, 2016 to Friday, April 1, 2016 is considered as Iranian new year holiday). The results of multivariate regression analysis showed that there is a significant positive relationship between the development of tourist sites and religious tourist’s satisfaction. Among the independent and effective variables in the model, the variable of development of recreation centers has the most effect on the satisfaction of religious tourists as a dependent variable and subsequently, the variables of the development of residential centers and the development of shopping centers are effective on the satisfaction of religious tourists. Meanwhile, the results of Pearson correlation test showed that there is no relation between travel motivation and demographic characteristics of tourists with the satisfaction of religious tourists.
Tourism Management Studies
Allameh Tabataba’i University
2322-3294
12
v.
39
no.
2017
123
142
https://tms.atu.ac.ir/article_7875_e47fb509edd0688e813be49ac48f5257.pdf
dx.doi.org/10.22054/tms.2017.14085.1391