The impact of mobile telecommunication service quality on tourists’ destination satisfaction in Sarawak

Sin, Kit Yeng and Hariz Afiq, Shamsu and Choon Ling, Sim (2022) The impact of mobile telecommunication service quality on tourists’ destination satisfaction in Sarawak. Journal of Tourism and Development, 39. pp. 27-40. ISSN 2182-1453

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Abstract

Although Sarawak is a state in Malaysia with numerous interesting tourist destinations, tourist satisfaction is crucial for Sarawak's tourist destinations and is generally a�ected by the service quality. Generally, mobile telecommunication is essential for individuals nowadays. Therefore, the study aims to identify the impact of mobile telecommunication service quality on tourists' destination satisfaction in Sarawak. The service quality model (SERVQUAL) was used to measure the service quality of mobile telecommunication. The Statistical Package for the Social Sciences (SPSS v.26) was also applied to access the research model enveloped. Besides, the study used a simple random sample technique and collected 200 questionnaires from respondents who were local and foreign tourists visiting Sarawak. The results showed that reliability, assurance, tangible, empathy, and responsiveness of mobile telecommunication service quality have signi�cantly in�uenced tourists' destination satisfaction in Sarawak. The results also indicated that Sarawak tourism destinations should be improved to increase tourists' tendency to revisit.

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