Mechanisms of Tourism Service Quality Management
DOI:
https://doi.org/10.51699/cajitmf.v7i3.1274Keywords:
tourism service quality, service quality management, customer satisfaction, sustainable tourism, tourism competitivenessAbstract
This study examines the theoretical and practical aspects of tourism service quality management in the context of the rapid modernization of Uzbekistan’s tourism sector. The research aims to identify effective mechanisms for improving service quality and increasing the competitiveness of tourism enterprises through an integrated management approach. The study employs comparative analysis, systematic analysis, and customer-oriented service evaluation methods to assess the relationship between core tourism services (accommodation, transportation, and catering) and supplementary services, including information support, cultural activities, and customer assistance. The findings indicate that sustainable tourism development largely depends on the ability of tourism enterprises to provide reliable, timely, and customer-centered services that meet tourists’ expectations. The study reveals that the consistency between expected and perceived service quality significantly influences customer satisfaction, loyalty, and repeat visitation. Furthermore, improving tourism service quality contributes to strengthening destination attractiveness and expanding the customer base. The research proposes an integrated approach to tourism service quality management that may enhance the efficiency and long-term competitiveness of tourism enterprises in emerging tourism destinations.
References
R. C. Lewis and B. H. Booms, “The marketing aspects of service quality,” in Emerging Perspectives on Services Marketing, L. Berry, G. Shostack, and G. Upah, Eds. Chicago, IL, USA: American Marketing Association, 1983.
U. Lehtinen and J. R. Lehtinen, Service Quality: A Study of Quality Dimensions. Helsinki, Finland: Service Management Institute, 1982.
C. Grönroos, “A service quality model and its marketing implications,” European Journal of Marketing, vol. 18, no. 4, pp. 36–44, 1984.
L. L. Berry and A. Parasuraman, Marketing Services: Competing Through Quality. New York, NY, USA: Free Press, 1991.
A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” Journal of Retailing, vol. 64, no. 1, pp. 12–40, 1988.
B. M. Akhmedov, A. A. Abbasov, and P. R. Ismatullaev, Service Quality Management and Customer Satisfaction in Uzbekistan. Tashkent, Uzbekistan: Economy Publishing House, 2019.
G. R. Gilbert and C. Veloutsou, “A cross-industry comparison of customer satisfaction,” Journal of Services Marketing, vol. 20, no. 5, pp. 298–308, 2006.
H. Min, H. Min, and K. Chung, “Dynamic benchmarking of hotel service quality,” Journal of Services Marketing, vol. 16, no. 4, pp. 302–321, 2002.
H. Wilkins, B. Merrilees, and C. Herington, “Towards an understanding of total service quality in hotels,” International Journal of Hospitality Management, vol. 26, no. 4, pp. 840–853, 2007.
D. Buhalis and A. Amaranggana, “Smart tourism destinations enhancing tourism experience through personalization of services,” in Information and Communication Technologies in Tourism, 2015, pp. 377–389.
M. Sigala, “New technologies in tourism: From multi-disciplinary to anti-disciplinary advances and trajectories,” Tourism Management Perspectives, vol. 25, pp. 151–155, 2018.
U. Gretzel, M. Sigala, Z. Xiang, and C. Koo, “Smart tourism: Foundations and developments,” Electronic Markets, vol. 25, no. 3, pp. 179–188, 2015.
X. Yan and J. Santos, “E-service quality and customer satisfaction in digital tourism platforms,” Journal of Hospitality and Tourism Technology, vol. 12, no. 4, pp. 645–660, 2021.
M. Sigala, “Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research,” Journal of Business Research, vol. 117, pp. 312–321, 2020.
R. Raj and K. Griffin, Sustainable Tourism Management and Marketing. London, UK: Routledge, 2021.
B. M. Nematova, “Structural changes in the innovation-investment entrepreneurship of the economy of the region,” International Journal of Social Science & Interdisciplinary Research, vol. 11, no. 10, pp. 184–187, 2022.
B. M. Nematova, “Use of intellectual property objects in the process of forming the innovation environment of the cluster,” Miasto Przyszłości, vol. 28, pp. 448–452, 2022.
Sh. Nematova, “Рақамли иқтисодиётнинг асосий ривожланиш йўналишлари,” InterNauka, no. 22-5, pp. 28–29, 2021.
Sh. E. Nematova, “Priority directions for the development of small business entities in the conditions of economic liberalization,” Education Science and Innovative Ideas in the World, vol. 19, no. 7, pp. 46–53, 2023.
Sh. E. Nematova, “Important aspects of forming the investment environment in Uzbekistan,” Scientific Impulse, vol. 1, no. 9, pp. 499–505, 2023.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Nematova Shakhlo Egamberdievna
This work is licensed under a Creative Commons Attribution 4.0 International License.
In submitting the manuscript to the Central Asian Journal of Innovations on Tourism Management and Finance, the authors certify that:
- They are authorized by their co-authors to enter into these arrangements.
- The work described has not been formally published before, except in the form of an abstract or as part of a published lecture, review, thesis, or overlay journal.
- That it is not under consideration for publication elsewhere,
- The publication has been approved by the author(s) and by responsible authorities – tacitly or explicitly – of the institutes where the work has been carried out.
- They secure the right to reproduce any material that has already been published or copyrighted elsewhere.
- They agree to the following license and copyright agreement.
License and Copyright Agreement
Authors who publish with Central Asian Journal of Innovations on Tourism Management and Finance agree to the following terms:
- Authors retain copyright and grant the Central Asian Journal of Innovations on Tourism Management and Finance right of first publication with the work simultaneously licensed under Creative Commons Attribution License (CC BY 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the Central Asian Journal of Innovations on Tourism Management and Finance published version of the work (e.g., post it to an institutional repository or edit it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
