Identifying the dimensions of service quality in a park context Academic Article uri icon

abstract

  • Previous invetigations of service quality in several private-sector services have suggested that it consists of five dimensions: tangibles, reliability, responsiveness, assurance and empathy. This study was concerned with whether or not these dimensions described service quality in the context of parks, and if so which dimensions were most important. The results indicated that service quality in parks was described by four dimensions: tangibles, reliability, responsiveness and assurance. There were differences in perceived service quality between users of different parks. the most important dimension was tangibles, and the relative importance of each dimension varied according to the specific park which was visited. 1991 Academic Press Limited.

published proceedings

  • Journal of Environmental Management

author list (cited authors)

  • Hamilton, J. A., Crompton, J. L., & More, T. A.

citation count

  • 29

complete list of authors

  • Hamilton, Julia A||Crompton, John L||More, Thomas A

publication date

  • April 1991