The role of gender in shaping the destination service quality and its consequences

This study investigates the moderating role of gender on the relationships between destination service quality, affective image, and revisit intention. A convenience sample of 1768 visitors to Macau was surveyed and 1424 useable questionnaires were analyzed. The destination service quality was measu...

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Bibliographic Details
Published in:The international journal of tourism research 2024-07, Vol.26 (4), p.n/a
Main Authors: Tosun, Cevat, Dedeoglu, Bekir Bora, Usakli, Ahmet
Format: Article
Language:English
Subjects:
affective image
gender
perceived destination quality
revisit intention
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Summary:This study investigates the moderating role of gender on the relationships between destination service quality, affective image, and revisit intention. A convenience sample of 1768 visitors to Macau was surveyed and 1424 useable questionnaires were analyzed. The destination service quality was measured using seven dimensions: (1) accommodation, (2) local transport, (3) cleanliness, (4) hospitality, (5) activities, (6) language communication, and (7) airport services. The data was analyzed using covariance‐based structural equation modeling. The results indicate that “accommodation, local transport, hospitality, and airport services” have positive effects on affective image, and affective image, in turn, positively influences revisit intention. The study also reveals three significant findings regarding the moderating role of gender. While the positive impact of hospitality on affective image were found to be stronger for female visitors, the positive impacts of local transport and airport services on affective image were found to be stronger for male visitors.
ISSN:1099-2340
1522-1970
DOI:10.1002/jtr.2701