| Autor: |
Nozuko Ntlantsana, Liezel Boshoff, Uwe P. Hermann |
| Jazyk: |
angličtina |
| Rok vydání: |
2023 |
| Předmět: |
|
| Zdroj: |
African Journal of Hospitality, Tourism and Leisure, Vol 12, Iss 3, Pp 927-938 (2023) |
| Druh dokumentu: |
article |
| ISSN: |
2223-814X |
| DOI: |
10.46222/ajhtl.19770720.408 |
| Popis: |
All tourism experiences involve at least one element of transport, one of which often is car rental services. By adopting the customer experience scale, this research aimed to determine the perceptions of customer experience quality dimensions on customer satisfaction in car rental operations at the East London Airport during a one-month period, namely June 2021. A snowball sampling method was used, and questionnaires were distributed to 114 respondents through an online survey. Data were analysed by means of descriptive and inferential statistics, using AMOS Version 26 for structural equation modelling. The results showed that customer experience dimensions had a significant influence on customer satisfaction. The application of the experience quality (EXQ) scale was extended in this study, which could help managers of car rentals to identify the key areas of importance when striving to provide pleasant experiences. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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