Tourist satisfaction in Singapore – a perspective from Indonesian tourists

Abstract

This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.