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Influence of Service Quality and Satisfaction in Future Behavioral Intentions among Health and Wellness Users
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Abstract(s)
This paper analyses the influence of service quality and satisfaction in future behavioral intentions in
health and wellness tourists. Service quality was defined by Parasuraman, Zeithaml e Berry (1985) through
the SERVQUAL scale with five dimensions: tangibility, reliability, responsiveness, assurance, and empathy.
To analyse the future behavioral intentions, we considered the return and recommend intentions. A survey
was conducted at five health and wellness tourism units situated in the central region of Portugal and the
sample was constituted by a total of 268 users. The result analysis permitted to verify that service quality
and satisfaction influences future behavioral intentions. It appears to be evident that the dimensions of
assurance and empathy are the ones that most influence future behavioral intentions. In what concerns to
satisfaction, we verify that it’s related with these both intentions, but mainly with the intention to return and
to and reuse those health and wellness services. These results and the implications for health and wellness
tourism organizations are discussed.
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Citation
Quintela, J. & Correia, A. (2014). Influence of service quality and satisfaction in future behavioral intentions among health and wellness users. Global Advanced Research Journal of Management and Business Studies, 3(10), pp. 457 - 464