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Cronin, J.J. and Taylor, S.A. (1994) SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58, 125-131.
https://doi.org/10.1177/002224299405800110

has been cited by the following article:

• TITLE: HOLSAT Evaluation of International Tourist’s Expectations and Experiences of Fiji as a Holiday Destination

  AUTHORS: Neale J. Slack

  KEYWORDS: Tourist, Holiday, Expectations, Experiences, Satisfaction

  JOURNAL NAME: Theoretical Economics Letters, Vol.9 No.7, September 30, 2019

  ABSTRACT: The aim of this research is to investigate international tourist’s expectations and experiences of Fiji as a holiday destination. This study used a modified HOLSAT questionnaire to source responses. 200 international tourists who were staying in hotels in Fiji participated in an intercept survey conducted in Nadi, Lautoka, and Suva. Descriptive and inferential statistics were employed to analyse tourist’s positive and negative holiday expectations and experiences. Results indicate that most positive attribute items of a holiday met or exceeded tourist’s expectations, most negative attribute items of a holiday were below tourist’s expectations, and both contributed to tourist’s sense of satisfaction with the holiday destination. Holiday attribute items that failed to satisfy tourists provide opportunities for further research and targeted interventions to further enhance tourist’s satisfaction with Fiji as a holiday destination.