Environmental service quality for Malaysian marine parks: Tourist satisfaction comparative analysis

Norlida Hanim Mohd Salleh, Redzuan Othman, Tamat Sarmidi, Jamal Othman, Kalsom Zakaria

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

This research intends to evaluate the importance and satisfaction level of tourists in regard to the environmental service quality offered by marine parks, namely Tioman Island Marine Park (TIMP), Redang Island Marine Park (RIMP), and Payar Island Marine Park (PIMP). The measurement of importance and satisfaction is based on mean analysis of both the importance mean (estimated/ expected mean) and perceived mean (satisfaction mean). The difference between these mean values signifies gap value. In explaining the existence of difference, the gap analysis in this research is assisted by the paired t-test analysis. If the result is significant, this indicates that the tourists get what they expected from their visits. However, if the result is not significant, it must be ascertained as to whether their visits fulfilled their expectations or otherwise. Research results show that all tourists express the importance of and satisfaction towards the environmental service quality offered by all the three marine parks, i.e. TIMP, RIMP and PIMP. Overall, all the marine parks are important and satisfying. Nonetheless, there is a difference between the mean values in the gap analysis and the paired t-test. Gap analysis shows that the mean values for most of the environmental service quality under study are negative for TIMP, but positive for RIMP, PIMP and for the overall marine parks. This indicates that when the three marine parks are evaluated separately, tourist satisfaction differs. However, in general, most of the tourists are satisfied with the environmental services offered. The tourist overall satisfaction index shows that the highest satisfaction goes to RIMP at 86.8 percent, followed by TIMP at 70.3 percent and PIMP at 67.0 percent.

Original languageEnglish
Pages (from-to)79-86
Number of pages8
JournalJournal of Sustainability Science and Management
Volume7
Issue number1
Publication statusPublished - Jun 2012

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marine park
tourist
analysis
service quality
research results

Keywords

  • Environmental attributes
  • Environmental service quality
  • Redang Island Marine Park and Pagar Island Marine Park
  • Tioman island marine park
  • Tourist perception

ASJC Scopus subject areas

  • Management, Monitoring, Policy and Law
  • Pollution
  • Geography, Planning and Development

Cite this

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title = "Environmental service quality for Malaysian marine parks: Tourist satisfaction comparative analysis",
abstract = "This research intends to evaluate the importance and satisfaction level of tourists in regard to the environmental service quality offered by marine parks, namely Tioman Island Marine Park (TIMP), Redang Island Marine Park (RIMP), and Payar Island Marine Park (PIMP). The measurement of importance and satisfaction is based on mean analysis of both the importance mean (estimated/ expected mean) and perceived mean (satisfaction mean). The difference between these mean values signifies gap value. In explaining the existence of difference, the gap analysis in this research is assisted by the paired t-test analysis. If the result is significant, this indicates that the tourists get what they expected from their visits. However, if the result is not significant, it must be ascertained as to whether their visits fulfilled their expectations or otherwise. Research results show that all tourists express the importance of and satisfaction towards the environmental service quality offered by all the three marine parks, i.e. TIMP, RIMP and PIMP. Overall, all the marine parks are important and satisfying. Nonetheless, there is a difference between the mean values in the gap analysis and the paired t-test. Gap analysis shows that the mean values for most of the environmental service quality under study are negative for TIMP, but positive for RIMP, PIMP and for the overall marine parks. This indicates that when the three marine parks are evaluated separately, tourist satisfaction differs. However, in general, most of the tourists are satisfied with the environmental services offered. The tourist overall satisfaction index shows that the highest satisfaction goes to RIMP at 86.8 percent, followed by TIMP at 70.3 percent and PIMP at 67.0 percent.",
keywords = "Environmental attributes, Environmental service quality, Redang Island Marine Park and Pagar Island Marine Park, Tioman island marine park, Tourist perception",
author = "{Mohd Salleh}, {Norlida Hanim} and Redzuan Othman and Tamat Sarmidi and Jamal Othman and Kalsom Zakaria",
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AU - Mohd Salleh, Norlida Hanim

AU - Othman, Redzuan

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AU - Othman, Jamal

AU - Zakaria, Kalsom

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N2 - This research intends to evaluate the importance and satisfaction level of tourists in regard to the environmental service quality offered by marine parks, namely Tioman Island Marine Park (TIMP), Redang Island Marine Park (RIMP), and Payar Island Marine Park (PIMP). The measurement of importance and satisfaction is based on mean analysis of both the importance mean (estimated/ expected mean) and perceived mean (satisfaction mean). The difference between these mean values signifies gap value. In explaining the existence of difference, the gap analysis in this research is assisted by the paired t-test analysis. If the result is significant, this indicates that the tourists get what they expected from their visits. However, if the result is not significant, it must be ascertained as to whether their visits fulfilled their expectations or otherwise. Research results show that all tourists express the importance of and satisfaction towards the environmental service quality offered by all the three marine parks, i.e. TIMP, RIMP and PIMP. Overall, all the marine parks are important and satisfying. Nonetheless, there is a difference between the mean values in the gap analysis and the paired t-test. Gap analysis shows that the mean values for most of the environmental service quality under study are negative for TIMP, but positive for RIMP, PIMP and for the overall marine parks. This indicates that when the three marine parks are evaluated separately, tourist satisfaction differs. However, in general, most of the tourists are satisfied with the environmental services offered. The tourist overall satisfaction index shows that the highest satisfaction goes to RIMP at 86.8 percent, followed by TIMP at 70.3 percent and PIMP at 67.0 percent.

AB - This research intends to evaluate the importance and satisfaction level of tourists in regard to the environmental service quality offered by marine parks, namely Tioman Island Marine Park (TIMP), Redang Island Marine Park (RIMP), and Payar Island Marine Park (PIMP). The measurement of importance and satisfaction is based on mean analysis of both the importance mean (estimated/ expected mean) and perceived mean (satisfaction mean). The difference between these mean values signifies gap value. In explaining the existence of difference, the gap analysis in this research is assisted by the paired t-test analysis. If the result is significant, this indicates that the tourists get what they expected from their visits. However, if the result is not significant, it must be ascertained as to whether their visits fulfilled their expectations or otherwise. Research results show that all tourists express the importance of and satisfaction towards the environmental service quality offered by all the three marine parks, i.e. TIMP, RIMP and PIMP. Overall, all the marine parks are important and satisfying. Nonetheless, there is a difference between the mean values in the gap analysis and the paired t-test. Gap analysis shows that the mean values for most of the environmental service quality under study are negative for TIMP, but positive for RIMP, PIMP and for the overall marine parks. This indicates that when the three marine parks are evaluated separately, tourist satisfaction differs. However, in general, most of the tourists are satisfied with the environmental services offered. The tourist overall satisfaction index shows that the highest satisfaction goes to RIMP at 86.8 percent, followed by TIMP at 70.3 percent and PIMP at 67.0 percent.

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