Examining the Visitors’ Experience of Theme Park Services and its Influence on their Revisit Intention

Jamal, A. S., Aminudin, N., & Abdul Rahman, N. (2017). Visitors’ experiences of cluster developments at theme parks in Malaysia. Asian Social Science, 13(8), 41-48. https://doi.org/10.5539/ass.v13n8p41
Adir, V., Adir, G., & Dobrescu, T. (2015). How to Achieve a Graphic Language in a Signage System. Journal of Industrial Design and Engineering Graphics, 10, 5.
Ajzen, I. B., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: Moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103. https://doi.org/10.5539/ijms.v9n2p92
Albattat, A. R., & Romli, S. R. (2017). Determining visitors’ repetition by using SERVQUAL dimensions in attraction parks: A case from Kuala Lumpur, Malaysia. International Journal of Applied Business & Economic Research, 15(15), 351-372. http://www.serialsjournal.com/
Alcocer, Y. A. Y. (2017). The impact of theme parks in the tourism industry. Hospitality 105: Introduction to the tourism & travel industry, Chapter 10 / Lesson 1.
Ali, F., Kim, W. G., Li, J., & Jeon, H.-M. (2018). Make it delightful: Customers' experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing & Management, 7(March), 1-11. https://doi.org/10.1016/j.jdmm.2016.05.003
Aqueveque, C. (2006). Extrinsic cues and perceived risk: the influence of consumption situation. Journal of Consumer Marketing, 23(5), 237-247. https://doi.org/10.1108/07363760610681646
Armenski, T., Dragicevic, V., Pejovic, L., Lukic, T., & Djurdjev, B. (2011). Interaction between tourists and residents: Influence on tourism development. Polish Sociological Review, 173(1), 107-118. https://www.jstor.org/stable/41275189
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804. https://doi.org/10.1016/S0160-7383(99)00108-5
Bielen, F., & Demoulin, N. (2007). Waiting time influence on the satisfaction?loyalty relationship in services. Managing Service Quality: An International Journal, 17(2), 174-193. https://doi.org/10.1108/09604520710735182
Bowen, J., & Chen, S.-L. (2001). The relationship between customer satisfaction and customer loyalty. International Journal of Contemporary Hospitality Management, 13(5), 213-217. https://doi.org/10.1108/09596110110395893
Brady, M. K., & Cronin, J. J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
Brown, K. B., & Malenfant, K. J. (2017). Academic library impact on student learning and success: Findings from assessment in action team projects. Association of College & Research Libraries. http://hdl.handle.net/11213/17181
Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 53(2), 92-98. https://doi.org/10.2307/1251416
Cetinsoz, B. C., & Ege, Z. (2013). Impacts of perceived risks on tourists' revisit intentions. Anatolia, 24(2), 173-187. https://doi.org/10.1080/13032917.2012.743921
Chen, J. V., Htaik, S., Hiele, T. M., & Chen, C. (2017). Investigating international tourists’ intention to revisit Myanmar based on need gratification, flow experience and perceived risk. Journal of Quality Assurance in Hospitality & Tourism, 18(1), 25-44. https://doi.org/10.1080/1528008X.2015.1133367
Chen, K.-J., Yeh, T.-M., Pai, F.-Y., & Chen, D.-F. (2018). Integrating refined kano model and QFD for service quality improvement in healthy fast-food chain restaurants. International Journal of Environmental Research & Public Health, 15(7), 1310. https://doi.org/10.3390/ijerph15071310
Chew, E. Y. T., & Jahari, S. A. (2014). Destination image as a mediator between perceived risks and revisit intention: A case of post-disaster Japan. Tourism Management, 40(February), 382-393. https://doi.org/10.1016/j.tourman.2013.07.008
Clemes, M. D., Mohi, Z., Li, X., & Hu, B. (2018). Synthesizing moderate upscale restaurant patrons’ dining experiences. Asia Pacific Journal of Marketing & Logistics, 30(3), 627-651. https://doi.org/10.1108/APJML-06-2017-0115
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334. http://cda.psych.uiuc.edu/psychometrika_highly_cited_articles/cronbach_1951.pdf
Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131. https://doi.org/10.2307/1252256
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16. https://doi.org/10.1007/BF02893933
Dedeoglu, B. B., Bilgihan, A., Ye, B. H., Buonincontri, P., & Okumus, F. (2018). The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, 72(June), 10-20. https://doi.org/10.1016/j.ijhm.2017.12.007
Department of Statistics, M. (2018). Domestic tourism survey 2018. Department of Statistics, Malaysia Official Portal. https://www.dosm.gov.my
Fotiadis, A., & Kozak, M. (2017). Managing the perception of service quality; the importance of understanding differences between demographic and behavioural customer segments amongst theme park visitors. Facilities, 35(9/10), 486-510. https://doi.org/10.1108/F-01-2016-0016
Fotiadis, A. K., & Vassiliadis, C. A. (2016). Service quality at theme parks. Journal of Quality Assurance in Hospitality & Tourism, 17(2), 178-190. https://doi.org/https://doi.org/10.1080/1528008X.2015.1115247
Gajanayake, R., Gajanayake, S., & Surangi, H. A. K. N. S. (2011). The impact of selected visual merchandising techniques on patronage intentions in supermarkets (study based on Colombo district) Proceedings of the 2nd International Conference on Business and Economic Research (2nd ICBER 2011),
Gander, M., Girardi, A., & Paull, M. (2019). The careers of university professional staff: a systematic literature review. Career Development International, 24(7), 597-618. https://doi.org/10.1108/CDI-07-2018-0191
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Gut, P., & Jarrell, S. (2007). Silver lining on a dark cloud: The impact of 9/11 on a regional tourist destination. Journal of Travel Research, 46(2), 147-153. https://doi.org/10.1177/0047287507299590
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective (7th ed.). Pearson.
Han, H., Back, K.-J., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality Management, 28(4), 563-572. https://doi.org/10.1016/j.ijhm.2009.03.005
Han, H., & Kim, Y. (2010). An investigation of green hotel customers’ decision formation: Developing an extended model of the theory of planned behavior. International Journal of Hospitality Management, 29(4), 659-668. https://doi.org/10.1016/j.ijhm.2010.01.001
Herzberg, F. I. (1966). Work and the nature of man. World.
https://doi.org/10(0033688208096847)
Hosany, S., & Witham, M. (2010). Dimensions of cruisers’ experiences, satisfaction, and intention to recommend. Journal of Travel Research, 49(3), 351-364. https://doi.org/10.1177/0047287509346859
Hwang, S., & Kim, S. (2018). Does mIM experience affect satisfaction with and loyalty toward O2O services? Computers in Human Behavior, 82, 70-80. https://doi.org/10.1016/j.chb.2017.12.044
Ibem, E. O., & Aduwo, E. B. (2013). Assessment of residential satisfaction in public housing in Ogun State, Nigeria. Habitat International, 40, 163-175.
https://doi.org/10.1016/j.habitatint.2013.04.001
Imboden, A. (2012). Between risk and comfort: Representations of adventure tourism in Sweden and Switzerland. Scandinavian Journal of hospitality & Tourism, 12(4), 310-323. https://doi.org/10.1080/15022250.2012.752624
Iravani, F., & Balc?ogglu, B. (2008). On priority queues with impatient customers. Queueing Systems, 58(4), 239-260. https://doi.org/10.1007/s11134-008-9069-6
Isa, S. M., Ariyanto, H. H., & Kiumarsi, S. (2020). The effect of place attachment on visitors’ revisit intentions: Evidence from Batam. Tourism Geographies, 22(1), 51-82. https://doi.org/10.1080/14616688.2019.1618902
Islam, T., Ahmed, I., Ali, G., & Ahmer, Z. (2019). Emerging trend of coffee cafe in Pakistan: Factors affecting revisit intention. British Food Journal, 121(9), 2132-2147. https://doi.org/10.1108/BFJ- 12-2018-0805
Jaelani, A., Setyawan, E., & Hasyim, N. (2016). Religious heritage tourism and creative economy in Cirebon: The diversity of religious, cultures and culinary. Journal of Social & Administrative Sciences, 3(1), 63-76. https://doi.org/10.1453/jsas.v3i1.702
Ji, C., Li, J., & Nie, Y. (2017). Effect of past experience on perceived service quality and customer satisfaction: The case of Chinese casino visitors. Journal of China Tourism Research, 13(1), 65-82. https://doi.org/10.1080/19388160.2017.1324334
Jin, N., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17(1), 82-95. https://doi.org/10.1002/jtr.1968
Jung, T., Ineson, E., Kim, M., & Yap, M. (2015). Influence of festival attribute qualities on slow food tourists' experience, satisfaction level and revisit intention: The Case of the mold food and drink festival. Journal of Vacation Marketing, 21(3), 277-288. https://doi.org/10.1177/1356766715571389
Kampani, N., & Jhamb, D. (2020). Analyzing the role of e-CRM in managing customer relations: A critical review of the literature. Journal of Critical Reviews, 7(4), 221-226. https://doi.org/10.31838/jcr.07.04.41
Karanikola, P., Panagopoulos, T., Tampakis, S., & Tampakis, A. (2020). Visitor preferences and satisfaction in Attica zoological park, Greece. Heliyon, 6(9), 1-11. https://doi.org/10.1016/j.heliyon.2020.e04935
Kim, H., & Choi, B. (2013). The influence of customer experience quality on customers' behavioral intentions. Services Marketing Quarterly, 34(4), 322-338. https://doi.org/10.1080/15332969.2013.827068
Kim, N., & Wicks, B. E. (2010). Rethinking tourism cluster development models for global competitiveness.
Kotler, P., Bowen, J. T., Makens, J., & Baloglu, S. (2017). Marketing for hospitality and tourism. (Pearson Education)
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International
Law, R., & Hsu, C. H. (2006). Importance of hotel website dimensions and attributes: perceptions of online browsers and online purchasers. Journal of Hospitality & Tourism Research, 30(3), 295- 312. https://doi.org/10.1177/1096348006287161
Laws, E. (1998). Conceptualizing visitor satisfaction management in heritage settings: an exploratory blueprinting analysis of Leeds Castle, Kent. Tourism Management, 19(6), 545-554. https://doi.org/10.1016/S0261-5177(98)00056-9
Lee, H., Hwang, H., & Shim, C. (2019). Experiential festival attributes, perceived value, satisfaction, and behavioral intention for Korean festivalgoers. Tourism & Hospitality Research, 19(2), 199-212. https://doi.org/10.1177/1467358417738308
Lee, R., & Nan, L. S. (2013). How the elements of arquitectural design, color, lighting and layout of a quick-service restaurant image (QSRI) influences perceived value, customer satisfaction and revisit intentions. The Asian Conference on Media and Mass Communication 2013, Osaka, Japan. http://papers.iafor.org/wp-content/uploads/papers/mediasia2013/MediAsia2013_0225.pdf
Lee, S., Jeong, E., & Qu, K. (2020). Exploring theme park visitors’ experience on satisfaction and revisit intention: A utilization of experience economy model. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 474-497. https://doi.org/10.1080/1528008X.2019.1691702
Lepp, A., & Gibson, H. (2003). Tourist roles, perceived risk and international tourism. Annals of Tourism Research, 30(3), 606-624. https://doi.org/10.1016/S0160-7383(03)00024-0
Lillestol, T., Timothy Dallen, J., & Goodman, R. (2015). Competitive strategies in the US theme park industry: a popular media perspective. International Journal of Culture, Tourism and Hospitality Research, 9(3), 225-240.
https://doi.org/10.1108/IJCTHR-02-2015-0009
Lin Jiun?Sheng, C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal, 21(4), 350-372. https://doi.org/10.1108/09604521111146243
Manthiou, A., Kang, J., Chiang, L., & Tang, L. (2016). Investigating the effects of memorable experiences: An extended model of script theory. Journal of Travel & Tourism Marketing, 33(3), 362-379. https://doi.org/10.1080/10548408.2015.1064055
Mayakaduwa, M., & Mustafa, A. (2019). Impact of role of tourist guides and physical facilities on tourist satisfaction in whale watching. 5th International Tourism Research Conference, Page No.73.
Milman, A., Li, X., Wang, Y., & Yu, Q. (2012). Examining the guest experience in themed amusement parks: Preliminary evidence from China. Journal of Vacation Marketing, 18(4), 313-325. https://doi.org/10.1177/1356766712449374
Milman, A., Okumus, F., Dickson, D., Kawamura, S., & Hara, T. (2010). A historical perspective and empirical analysis on development of theme parks in Japan. Worldwide Hospitality & Tourism Themes, 2(3), 238-250.
https://doi.org/10.1108/17554211011052249
Milman, A., & Tasci, A. D. (2018). Exploring the experiential and sociodemographic drivers of satisfaction and loyalty in the theme park context. Journal of Destination Marketing & Management, 8(June), 385-395. https://doi.org/10.1016/j.jdmm.2017.06.005
Yusof, M. N. H., Ab Halim, N. S., & Mohi, Z. (2021). User experiences using e-Hailing food delivery service in Klang Valley. Journal of Tourism, Hospitality & Culinary Arts, 13(2), 33-53.
Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448-458.
https://doi.org/10.1177/0092070303254408
Mustelier-Puig, L. C., Anjum, A., & Ming, X. (2018). Interaction quality and satisfaction: An empirical study of international tourists when buying Shanghai tourist attraction services. Cogent Business & Management, 5(1), 1470890. https://doi.org/10.1080/23311975.2018.1470890
Okki, T., & Yuza, A. S. (2019). #MeTourism: How selfies affect re-visit intention in narcissistic age. Advances in Economics, Business & Management Research, 65, 593-597. https://doi.org/10.2991/icebef-18.2019.127
Ouyang, Y., Behnke, C., Almanza, B., & Ghiselli, R. (2018). The Influence of Food Aromas on Restaurant Consumer Emotions, Perceptions, and Purchases. Journal of Hospitality Marketing & Management, 27(4), 405-423.
https://doi.org/10.1080/19368623.2017.1374225
Pantouvakis, A., & Renzi, M. F. (2016). Exploring different nationality perceptions of airport service quality. Journal of Air Transport Management, 52, 90-98. https://doi.org/10.1016/j.jairtraman.2015.12.005
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 70(3), 201-230. https://doi.org/10.2307/1251430
Pinkus, E., Moore, S. A., Taplin, R., & Pearce, J. (2016). Re-thinking visitor loyalty at ‘once in a lifetime’nature-based tourism destinations: Empirical evidence from Purnululu National Park, Australia. Journal of Outdoor Recreation & Tourism, 16(December), 7-15. https://doi.org/10.1016/j.jort.2016.08.002
Priporas, C.-V., Stylos, N., Rahimi, R., & Vedanthachari, L. N. (2017). Unraveling the diverse nature of service quality in a sharing economy. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-08-2016-0420
Radder, L., & Han, X. (2015). An Examination Of The Museum Experience Based On Pine And Gilmore's Experience Economy Realms. Journal of Applied Business Research, 31, 455-470. https://doi.org/10.19030/jabr.v31i2.9129
Rittichainuwat, B. N., & Chakraborty, G. (2009). Perceived travel risks regarding terrorism and disease: The case of Thailand. Tourism Management, 30(3), 410-418. https://doi.org/10.1016/j.tourman.2008.08.001
Rivera, M., Croes, R., & Zhong, Y. (2016). Developing mobile services. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-02-2015-0052
Ryglova, K., Rasovska, I., Sacha, J., & Marakova, V. (2018). Building customer loyalty in rural destinations as a pre-condition of sustainable competitiveness. Sustainability, 10(4), 957. https://doi.org/10.3390/su10040957
Samitas, A., Asteriou, D., Polyzos, S., & Kenourgios, D. (2018). Terrorist incidents and tourism demand: Evidence from Greece. Tourism management perspectives, 25, 23-28. https://doi.org/10.1016/j.tmp.2017.10.005
Simona, S. (2010). Quality of public transport services in urban area of Oradea. Annals of the University of Oradea, Economic Science Series, 19(2), 469-474.
Spyridou, A. (2017). Perceived service quality and customer revisiting intention: The case of" all you can eat" Asian Restaurants in Southern Taiwan. Journal of Tourism, Heritage & Services Marketing, 3(2), 30-38. https://doi.org/10.5281/zenodo.1209129
Su, W.-S., Hsu, C.-C., Huang, C.-H., & Chang, L.-F. (2018). Setting attributes and revisit intention as mediated by place attachment. Social Behavior & Personality: An International Journal, 46(12), 1967-1981. https://doi.org/10.2224/sbp.6861
Su, Y., & Teng, W. (2018). Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative on-line reviews. Tourism Management, 69, 214-222. https://doi.org/10.1016/j.tourman.2018.06.020
Suhartanto, D., Chen, B. T., Mohi, Z., & Sosianika, A. (2018). Exploring loyalty to specialty foods among tourists and residents. British Food Journal, 120(5), 1120-1131. https://doi.org/10.1108/BFJ-09-2017-0485
Sulaiman, Y., Nik Mat, N. K., Perumal, S., & Abdul Rahman, M. (2020). Issues and challenges in attracting and retaining customers: A case of Pak Tam Cafe. International Journal of Modern Trends in Business Research, 3(11), 23-30. https://doi.org/ www.ijmtbr.com
Tauoatsoala, P., Henama, U. S., & Monyane, M. (2015). Service quality as a fundamental cornerstone for visitor satisfaction: lessons learned from Pretoria, South Africa. African Journal of Hospitality, Tourism & Leisure, 4(1), 1-10. www.ajhtl.com
Themed Entertainment Association. (2016). The global attractions attendance report, 2016. Theme index and museum index. Themed Entertainment Association. Retrieved July 1st, from http://www.teaconnect.org/Resources/Theme-Index/index.cfm
Tosun, C., Dedeoglu, B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4(4), 222-234. https://doi.org/10.1016/j.jdmm.2015.08.002
Tsang, N. K., Lee, L. Y., Wong, A., & Chong, R. (2012). THEMEQUAL—Adapting the SERVQUAL scale to theme park services: A case of Hong Kong Disneyland. Journal of Travel & Tourism Marketing, 29(5), 416-429.
https://doi.org/10.1080/10548408.2012.691391
Um, S., Chon, K., & Ro, Y. (2006). Antecedents of revisit intention. Annals of tourism research, 33(4), 1141-1158. https://doi.org/10.1016/j.annals.2006.06.003
Valcic, I., Komsic, J., & Simpson, N. (2015). Investigating Theme Park Service Quality by Using Modified Themequal Model. 3rd International Scientific Conference Tourism in Southern and Eastern Europe
Watiki, C. (2014). Service quality and customer satisfaction in hotels in Nairobi, Kenya University of Nairobi]. http://hdl.handle.net/11295/75971
Wu, H.-C., & Mohi, Z. (2015). Assessment of service quality in the fast-food restaurant. Journal of Foodservice Business Research, 18(4), 358-388.
https://doi.org/10.1080/15378020.2015.1068673
Yang, L., Wang, X., Sun, G., & Li, Y. (2019). Modeling the perception of walking environmental quality in a traffic-free tourist destination. Journal of Travel & Tourism Marketing, 1-16. https://doi.org/10.1080/10548408.2019.1598534
Yee, L.-L., Ramachandran, S., Shuib, A., Johari, S., & Afandi, S. H. M. (2018). Factors influencing visitors’ evaluation of service quality in giant panda conservation centre (GPCC), Zoo Negara. International Journal of Business & Society, 19, 140-158.
Yin, Y., Pei, E., & Ranchhod, A. (2013). The shopping experience of older supermarket consumers. Journal of Enterprise Information Management.
https://doi.org/10.1108/JEIM-05-2013-0025
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
https://doi.org/10.1177/002224299606000203
Zhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing & Management, 8, 326-336. https://doi.org/10.1016/j.jdmm.2017.06.004
Zhang, Y., Li, X. R., & Su, Q. (2017). Does spatial layout matter to theme park tourism carrying capacity? Tourism Management, 61, 82-95.
https://doi.org/10.1016/j.tourman.2017.01.020

In-Text Citation: (Bayang et al., 2022)
To Cite this Article: Bayang, M., Anuar, N. A. M., Mohi, Z., Amir, A. F., & Azemi, K. M. (2022). Examining the Visitors’ Experience of Theme Park Services and its Influence on their Revisit Intention. International Journal of Academic Research in Business and Social Sciences, 12(11), 962– 984.

Copyright: © 2022 The Author(s)
Published by Knowledge Words Publications (www.kwpublications.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode