Tourist Satisfaction and Service Quality Assessment

Team  Prof. SONG Haiyan  Prof. Kaye CHON

School of Hotel and Tourism Management

The world’s first Tourist Satisfaction Index (TSI) and Tourism Service Quality Index (TSQI), created in 2012 and 2019 respectively, were underpinned by the research led by Prof. Song Haiyan and Prof. Kaye Chon in collaboration with the University of Surrey. The two indices provide barometers of tourist satisfaction and tourism service quality over time and across tourism-related sectors.

These measures have enabled tourism stakeholders such as hotels, tourist attractions, transportation providers, retail shops and restaurants in China, Singapore, South Africa, UK to better evaluate their competitiveness and make operation decisions that ensure they can deliver high-quality experiences and services to tourists.

The underpinning research has also influenced government policy formulations at tourism destinations, such as Macau, Guangdong, and also Singapore, Australia and South Africa. Similar frameworks and methodologies have been cited by other institutions in their local country/region research.

RAE 2020 Impact Case Study