Service Quality as Moderator in the Relationship between Experience and Value

Abstract

Tourism is a fast-growing business that receives global attention. Statistical data revealed that the worldwide enormous growth of tourism industry and tourism itself are predicted to be significant contributors to the future economic development. Research in the tourism industry will contribute to the development of new theories in management, sociology and economics fields. In addition, the findings of the research will provide input in planning economic activities. Malaysia, like many other countries is experiencing rapid growth in its tourism industry. However, it is clear that the issue of tourist value upon local tourism industry does not receive much attention from researchers compared to other service industries such as telecommunication, education, and other. Therefore, a better understanding on the value of tourism and its related antecedent factors in the context of local tourism is crucial. The review on related literature has shown that there is a direct relationship between service quality and value, as well as between experience and value. Even though previous researches have proven that, there is direct relationship between service quality and value, this study will focus on testing whether the service quality will moderate the relationship between experience and value. Therefore, the discussion in this paper will portray how service quality is able to enhance the relationship between experience and value. Keywords: Value, Experience, Service Quality