Islamic and Muslim Tourism: Service Quality and Theme Parks in the UAE

Lamya Lari, Shilpa Iyanna*, Fauzia Jabeen

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

9 Citations (Scopus)

Abstract

Purpose
The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between theme park service quality dimensions, visitor delight and visitor loyalty in theme parks in the United Arab Emirates (UAE).

Design/methodology/approach
The study is based on a detailed literature review and analysis of visitors’ comments on TripAdvisor.com about their experience in theme parks in the UAE.

Findings
Theme park service quality can be assessed across 4 main dimensions (physical environment, interaction, consumables and access) and 13 sub-dimensions. A relationship is proposed between these dimensions and visitors’ delight, with visitor loyalty a consequence of visitor delight. Nationality is proposed to have a moderating effect on the delight–loyalty relationship.

Originality/value
This study attempts to propose a model for theme park service quality that reflects both traditional dimensions of service quality and dimensions related to Islamic attributes. It is one of very few attempts to investigate theme park visitors’ perception of service quality and its relation to delight and loyalty in the UAE. It is also, as far as the authors are aware, the first study to investigate the moderating effect of nationality on the delight–loyalty relationship.
Original languageEnglish
Pages (from-to)402-413
JournalTourism Review
Volume75
Issue number2
Early online date27 Nov 2019
DOIs
Publication statusPublished - 19 Mar 2020
Externally publishedYes

Fingerprint

Dive into the research topics of 'Islamic and Muslim Tourism: Service Quality and Theme Parks in the UAE'. Together they form a unique fingerprint.

Cite this