نوع مقاله : مقاله پژوهشی
نویسنده
استادیار، جغرافیا و برنامهریزی شهری، مؤسسه آموزش عالی جهاددانشگاهی، اصفهان، ایران
کلیدواژهها
عنوان مقاله English
نویسنده English
Despite the rapid development of the tourism industry in the world, there is great potential to attract tourists to Iran and Isfahan. Data and statistics indicate the failure of the industry and its unsuccessful performance in the country and the city of Isfahan. It seems one of the main reasons for this event is the lack of attention to the expectations and preferences of tourists entering the country, another reason refers to the lack of effort to increase their satisfaction. The main aim of this study is to understand tourists' satisfaction better and identify and prioritize the factors affecting their satisfaction and security support of tourists who travel to Isfahan. Besides evaluating the tourists' expectations, and features of traveling to Isfahan, and measuring the performance of desired features from tourists' view, this study aims to develop executive strategies to improve satisfaction from the police services. According to Para Suraman's theory "dimensions of service quality" assessed the strengths and weaknesses of the organization. The method of this research is descriptive-analytic and it was evaluated in a standard questionnaire consisting of 40 questions in a sample of 130 people. Data were analyzed by Friedman, Pearson, and Statistical Package for the Social Science (SPSS) tests. The result of the correlation between service quality dimensions and the level of satisfaction of foreign tourists shows that there is a significant relationship between these two. Accordingly, the expectations of tourists are higher than the current situation in all aspects. The highest mean score is in the expected physical and appearance dimensions (2.4), and the lowest mean score is related to responsibility (34.2). In the current situation, the highest score was assigned to empathy (82.3), and the lowest score was dedicated to the guarantee and warranty (05.2). Considering the difference between the mean scores of expectations and the perceived quality in all dimensions shows a negative gap. The highest score of the negative gap was for guarantee and warranty (-29.2), and the lowest score of the negative gap was for reliability (147.1) which indicates police services did not meet tourists' expectations from their perspectives. To obtain better results Importance-Performance theory was used. The results show four characteristics "the harmony between legislation and the police performance, the relative dominance of the police of tourists' languages in terminals, the amount of police proficiency in tourists' speeches in the city and Foreign National offices, and the amount of amiability of police and their respect to tourists in the city, and respect to tourists' beliefs and privacy and having a little information about tourists and etiquette of dealing with them. Despite the great importance of these characteristics, they have lower performance than the average and must be improved.
کلیدواژهها English
