The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors

Abstract

Theme parks have many contributions to their destination, local and regional economies, tourism, etc. If they meet the changing demands of theme park visitors, more satisfied and revisiting visitors are acquired. This study attempted to determine the dimensions that influence theme park visitors’ perceived service quality, satisfaction and behavioral intentions. In this context, this study aims to analyze the dimensions of servicescape and experiential quality and determine the influence of these dimensions on visitors’ service quality perception, satisfaction and behavioral intentions. The data of this study were collected through a questionnaire applied to 301 visitors of a theme park operating in the city of Istanbul. Descriptive statistics and the factor analysis were used for analyzing the data obtained, and path analysis was utilized for testing of the theoretical model. Study results revealed that “communicative staging” was the variable which best represented the dimension of servicescape, while “surprise” was the variable which best represented the dimension of Experiential Quality. There is also a significant relationship between the dimensions of “servicescape” and “experiential quality”, on the one hand, and “perceived service quality”, on the other. Finally, a significant relationship was found among “perceived service quality”, “satisfaction” and “behavioral intentions”. In general, this study contributes to the managers of the tourism and leisure industries.