Measurement model of service quality of tourism supply chains in Thailand

ABSTRACT

The quality of service plays an important role in the tourism industry; moreover, it is a crucial issue that encourages competition potential to attract tourists. This study develops a measurement model of the service quality perception of tourism supply chains in Thailand using exploratory factor analysis and second-order confirmatory factor analysis. The study used a questionnaire survey administered to 1,400 domestic tourists. The research found that there are seven significant factors, namely, Customer relationship management, Order process management, Service performance management, Capacity and resource management, Demand management, Sustainability management, and Information and technology management affecting the service quality perception of tourism supply chains in Thailand.

KEYWORDS:

• Tourism supply chains
• service quality
• domestic tourism
• Measurement model

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This research was funded by the Suranaree University of Technology, grant number RU7-706-59-03.

Notes on contributors

Ekkapong Cheunkamon

Ekkapong Cheunkamon is a Ph.D. of Engineering (Energy and Logistics Management Engineering) at Suranaree University of Technology, Thailand. His research interests include transport management. and tourism logistics.

Sajjakaj Jomnonkwao

Sajjakaj Jomnonkwao completed his Ph.D. of Engineering (Transportation Engineering) at Suranaree University of Technology, Thailand. Currently he is Lecturer at the School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology. He interested in tourism logistics, transportation safety, and transportation planning.

Vatanavongs Ratanavaraha

Vatanavongs Ratanavaraha is currently a Professor of Transportation Engineering at School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Thailand. He earned his Ph.D. in Transportation Engineering from Vanderbilt University, USA. His research interested in transportation safety, travel behaviour, and transport management.