Quality of Ecotourism Services

What is it about?

The paper aims to improve a SERVQUAL model that is suitable for ecotourism areas in developing countries using five dimensions of the original model and one additional sustainability dimension. Seven dimensions of ecotourism services emerged namely tangible sustainability, sustainable practices, tangibility, reliability, responsiveness, assurance, and empathy.

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Why is it important?

The findings help to identify which dimensions should be taken into consideration by service providers when developing a service quality assessment for ecotourism. The improved proposed model of service quality assessment can act as an effective tool to encourage long-term relationships with tourists and, subsequently, to increase destination loyalty.