Measuring tourist satisfaction is important for the marketing of tourism products and services. In this regard, PolyU’s School of Hotel and Tourism Management (SHTM) measured Hong Kong’s service performance in 2014 based on PolyU “Tourist Satisfaction Index” (PolyU TSI) and “Tourism Service Quality Index” (PolyU TSQI) developed by itself, which stand at 74.50 and 74.51, respectively, out of a maximum 100.
Launched in 2009, the PolyU TSI measured inbound tourists’ satisfaction levels across six tourism-related sectors and turned them into an overall index. It saw the largest ever decline of 1.46 points to 74.50 for 2014. The overall decline suggested that tourists were less satisfied with Hong Kong as one of the best destinations in the world than they had been in previous years. Nevertheless, Hong Kong’s competitiveness in providing tourism service excellence and attracting international tourists remains high within the Greater China region.
The PolyU TSQI, launched in 2012, is a weighted average of the six tourism service quality indices, measuring overall tourism service quality. The index, stood at 74.51 for 2014, showed a general decline in relation to the six tourism service sectors (transportation, attractions, immigration, hotels, retails shops and restaurants), with transportation ranked the highest at 78.32 point.
“Serving as barometers of tourist satisfaction and tourism service quality for destinations, the two indices provide significant information with which stakeholders can formulate strategic plans to develop the tourism industry in a sustainable manner”, Prof. Kaye Chon, Dean of SHTM and Principal Investigator of the PolyU TSQI said. Details>>