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Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park

Community-based ecotourism (CBE) could offer business opportunities to local communities living within or adjacent to unique ecological sites. CBE focuses on impact of tourism on the community and takes environmental, social and cultural sustainability into account. To assess the extent that CBE has...

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Main Authors: Othman, Mohd Shahwahid, Mohd Noor, Mohd Iqbal, Amir Mustafa, Amira Mas Ayu, M. S., Farah
Format: Article
Language:English
Published: Forest Research Institute Malaysia 2013
Online Access:http://psasir.upm.edu.my/id/eprint/30850/1/Assessing%20service%20quality%20of%20community-based%20ecotourism%20a%20case%20study%20from%20Kampung%20Kuantan%20Firefly%20Park.pdf
http://psasir.upm.edu.my/id/eprint/30850/
https://www.frim.gov.my/publication/journal-of-tropical-forest-science-jtfs/
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spelling my.upm.eprints.308502016-08-22T08:56:42Z http://psasir.upm.edu.my/id/eprint/30850/ Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park Othman, Mohd Shahwahid Mohd Noor, Mohd Iqbal Amir Mustafa, Amira Mas Ayu M. S., Farah Community-based ecotourism (CBE) could offer business opportunities to local communities living within or adjacent to unique ecological sites. CBE focuses on impact of tourism on the community and takes environmental, social and cultural sustainability into account. To assess the extent that CBE has been practised in Malaysia, Kampung Kuantan Firefly Park (FP), a habitat of the Lampyridae species beetle, was selected as study site to evaluate the services that the park offered and to assess the ability of the service provider, with the participation from local stakeholders, to fulfil tourist requests using the criteria of CBE as guidelines. Data were collected using convenience sampling of international and domestic tourists using questionnaire. All questions had been prior tested for reliability. The method of analysis involved the critical incident technique to identify and assess the satisfaction or dissatisfaction of tourists with regard to service encounters at the park. Five service failure constructs were identified and prioritised, namely, dissatisfaction with the quality of attractions and facilities at the park, tourist expectations before the visit, inadequate knowledge of employees, unacceptable behaviours of employees and other tourists, and inadequate responses to tourist needs. The form of recovery strategies undertaken by the service provider, its employees and participating community for major service quality failures were recorded and their effectiveness assessed. Forest Research Institute Malaysia 2013 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/30850/1/Assessing%20service%20quality%20of%20community-based%20ecotourism%20a%20case%20study%20from%20Kampung%20Kuantan%20Firefly%20Park.pdf Othman, Mohd Shahwahid and Mohd Noor, Mohd Iqbal and Amir Mustafa, Amira Mas Ayu and M. S., Farah (2013) Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park. Journal of Tropical Forest Science, 25 (1). pp. 22-33. ISSN 0128-1283 https://www.frim.gov.my/publication/journal-of-tropical-forest-science-jtfs/
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Community-based ecotourism (CBE) could offer business opportunities to local communities living within or adjacent to unique ecological sites. CBE focuses on impact of tourism on the community and takes environmental, social and cultural sustainability into account. To assess the extent that CBE has been practised in Malaysia, Kampung Kuantan Firefly Park (FP), a habitat of the Lampyridae species beetle, was selected as study site to evaluate the services that the park offered and to assess the ability of the service provider, with the participation from local stakeholders, to fulfil tourist requests using the criteria of CBE as guidelines. Data were collected using convenience sampling of international and domestic tourists using questionnaire. All questions had been prior tested for reliability. The method of analysis involved the critical incident technique to identify and assess the satisfaction or dissatisfaction of tourists with regard to service encounters at the park. Five service failure constructs were identified and prioritised, namely, dissatisfaction with the quality of attractions and facilities at the park, tourist expectations before the visit, inadequate knowledge of employees, unacceptable behaviours of employees and other tourists, and inadequate responses to tourist needs. The form of recovery strategies undertaken by the service provider, its employees and participating community for major service quality failures were recorded and their effectiveness assessed.
format Article
author Othman, Mohd Shahwahid
Mohd Noor, Mohd Iqbal
Amir Mustafa, Amira Mas Ayu
M. S., Farah
spellingShingle Othman, Mohd Shahwahid
Mohd Noor, Mohd Iqbal
Amir Mustafa, Amira Mas Ayu
M. S., Farah
Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
author_facet Othman, Mohd Shahwahid
Mohd Noor, Mohd Iqbal
Amir Mustafa, Amira Mas Ayu
M. S., Farah
author_sort Othman, Mohd Shahwahid
title Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
title_short Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
title_full Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
title_fullStr Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
title_full_unstemmed Assessing service quality of community-based ecotourism: a case study from Kampung Kuantan Firefly Park
title_sort assessing service quality of community-based ecotourism: a case study from kampung kuantan firefly park
publisher Forest Research Institute Malaysia
publishDate 2013
url http://psasir.upm.edu.my/id/eprint/30850/1/Assessing%20service%20quality%20of%20community-based%20ecotourism%20a%20case%20study%20from%20Kampung%20Kuantan%20Firefly%20Park.pdf
http://psasir.upm.edu.my/id/eprint/30850/
https://www.frim.gov.my/publication/journal-of-tropical-forest-science-jtfs/
_version_ 1643830182508756992
score 13.211869

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