An evaluation of factors affecting tourist satisfaction with service quality: case study of Sam Mountain National Tourist Area in An Giang province, Vietnam

Chau, To Minh and Hoa, Le Thanh and Phuong Chau, Nguyen Thi (2023) An evaluation of factors affecting tourist satisfaction with service quality: case study of Sam Mountain National Tourist Area in An Giang province, Vietnam. Journal of Sustainability Science and Management (Malaysia), 18 (9). pp. 143-156. ISSN 2672-7226

This study was conducted at the National Tourist Area (NTA) of Sam Mountain in Chau Doc City, An Giang Province, Vietnam. The study surveyed 150 tourists using a questionnaire to assess the factors affecting visitor satisfaction with the quality of tourist services in the Sam Mountain NTA. The responses from the questionnaire were encoded and analyzed using Cronbach’s Alpha reliability coefficient, the EFA exploratory factor, and regression analysis using SPSS 26.0. The research results showed that out of the four studied factors: Labour, type, infrastructure and tourist environment, labour had the most significant impact on tourists’ satisfaction when visiting the Sam Mountain NTA. The study also found that environmental factors had the least impact on tourist satisfaction. Addressing this issue requires local authorities at all levels to work together to implement solutions to improve the quality of services and meet tourists’ satisfaction levels when coming to the Sam Mountain NTA.

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Abstract

This study was conducted at the National Tourist Area (NTA) of Sam Mountain in Chau Doc City, An Giang Province, Vietnam. The study surveyed 150 tourists using a questionnaire to assess the factors affecting visitor satisfaction with the quality of tourist services in the Sam Mountain NTA. The responses from the questionnaire were encoded and analyzed using Cronbach’s Alpha reliability coefficient, the EFA exploratory factor, and regression analysis using SPSS 26.0. The research results showed that out of the four studied factors: Labour, type, infrastructure and tourist environment, labour had the most significant impact on tourists’ satisfaction when visiting the Sam Mountain NTA. The study also found that environmental factors had the least impact on tourist satisfaction. Addressing this issue requires local authorities at all levels to work together to implement solutions to improve the quality of services and meet tourists’ satisfaction levels when coming to the Sam Mountain NTA.

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Item Type:	Article
AGROVOC Term:	ecotourism
AGROVOC Term:	evaluation
AGROVOC Term:	consumer satisfaction
AGROVOC Term:	quality assurance
AGROVOC Term:	case studies
AGROVOC Term:	questionnaires
AGROVOC Term:	random sampling
AGROVOC Term:	quantitative analysisr
AGROVOC Term:	egression analysis
AGROVOC Term:	correlation
Geographical Term:	Vietnam
Uncontrolled Keywords:	tourist satisfaction
Depositing User:	Mr. Khoirul Asrimi Md Nor
Date Deposited:	06 Oct 2025 14:00
Last Modified:	06 Oct 2025 14:00
URI:	http://webagris.upm.edu.my/id/eprint/2139

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