Tourist Police Service Quality and Service Culture Influence on Tourists’ Confidence
Abstract
The travel and tourism sector are a significant economic contributor in Malaysia. Tourist police service quality plays an important role to promote tourist confidence in the safety of a destination. However, there is less attention in tourism research focuses on tourist policing. Hence, this research fills the gap by examining the relationship between tourist police service quality and service culture influence on tourist confidence. The research is conducted in Penang Island, Malaysia – a global tourist destination in the Malay Archipelago. The dimension of tourist police service quality is conceptualized based on the SERVQUAL model with additional factor - service culture. This research finds that tourist confidence in the police is influenced by service quality factors: tangibles, responsiveness, and police service culture. The practical contribution of the research is on the utility of the finding for Malaysian tourist police department to strategize their organization to achieve a better level of service quality, hence promotes tourist confidence.
References
Chin, W. W. (2010). How to write up and report PLS analyses Handbook of partial least squares (pp. 655-690): Springer.
Department of Statistics (2018). Economic Census 2016 Tourism Statistics. Retrieved 20 February 2018. https://www.dosm.gov.my/
Dietz, A.S. (1997). Evaluating community policing: quality police service and fear of crime. Policing: An International Journal of Police Strategies & Management, 20(1), 83-100
Donnelly, M., Kerr, N. J., Rimmer, R., & Shiu, E. M. (2006). Assessing the quality of police services using SERVQUAL. Policing: An International Journal of Police Strategies & Management, 29(1), 92-105.
Dubey, A. K. (2017). Future Technology and Service Industry: A Case study of Travel and Tourism Industry. Global Journal of Enterprise Information System, 8(3), 65-69.
Gilbert, D., & Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
Gill, C., Weisburd, D., Telep, C. W., Vitter, Z., & Bennett, T. (2014). Community-oriented policing to reduce crime, disorder and fear and increase satisfaction and legitimacy among citizens: a systematic review. Journal of Experimental Criminology, 10(4), 399-428.
Gronroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41.
Gronroos, C. (2007). Service management and marketing: customer management in service competition: John Wiley & Sons.
Haas, N. E., de Keijser, J. W., & Bruinsma, G. J. (2014). Public support for vigilantism, confidence in police and police responsiveness. Policing and Society, 24(2), 224-241.
Hair, Hult, Ringle, & Sarstedt. (2013a). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). UK: Sage Publishers.
Hair, Ringle, C. M., & Sarstedt, M. (2011b). PLS-SEM: Indeed, a silver bullet. The Journal of Marketing Theory and Practice, 19(2), 139-152.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Ismail, A., & Yunan, Y. (2016). Service Quality as a Predictor of Customer Satisfaction and Customer Loyalty. LogForum, 12(4), 269--283.
Min Chen, C., Tau Lee, H., Hua Chen, S., & Hsien Tsai, T. (2014). The police service quality in rural Taiwan: A comparative analysis of perceptions and satisfaction between police staff and citizens. Policing: An International Journal of Police Strategies & Management, 37(3), 521-542.
Mosbah, A., & Saleh, A. (2014). A review of tourism development in Malaysia. Euro J Bus and Manage, 6(5), 1-9.
Ministry of Tourism and Culture (2016). Malaysian Tourism Statistics in Brief. Retrieved on 20 February 2018. https://www.tourism.gov.my/statistics
Myhill, A. & Bradford, B. (2012). Can police enhance public confidence by improving quality of service? Results from two surveys in England and Wales. Policing and Society: An International Journal of Research and Policy, 22(4), 397-425.
Narayan, B., Rajendran, C., Sai, L.P & Gopalan, R. (2009). Dimensions of service quality in tourism – an Indian perspective. Total Quality Management, 20(1), 61-89.
Ooncharoen, N., & Ussahawanitchakit, P. (2008). Building organizational excellence and business performance of hotel business in Thailand: effects of service culture and organizational characteristic. International Journal of Business Research, 8(3), 13-26.
Paramati, S. R., Alam, M. S., & Chen, C.-F. (2017). The effects of tourism on economic growth and CO2 emissions: a comparison between developed and developing economies. Journal of Travel Research, 56(6), 712-724.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-37.
Park, J.-W., Robertson, R., & Wu, C.L. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435-439.
Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32(5), 459-468.
Prayag, G. (2007). Assessing international tourists' perceptions of service quality at Air Mauritius. International Journal of Quality & Reliability Management, 24(5), 492-514.
Rajaratnam, S. D., Munikrishnan, U. T., Sharif, S. P., & Nair, V. (2014). Service quality and previous experience as a moderator in determining tourists’ satisfaction with rural tourism destinations in Malaysia: A partial least squares approach. Procedia-Social and Behavioral Sciences, 144, 203-211.
Ren, L., Caob, L., Lovrichc, N & Gaffneyd, M. (2005). Linking confidence in the police with the performance of the police: Community policing can make a difference. Journal of Criminal Justice, 33, 55 – 66
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice: Sage Publications California.
Gössling, S., Hall, C.M., Peeters, P. & Scott, D. (2010). The Future of Tourism: Can Tourism Growth and Climate Policy be Reconciled? A Mitigation Perspective. Tourism Recreation Research, (35)2.
Siti-Nabiha, A.K., Nor Hasliza, M.S. & Norliza, Z.A. (2014). Tadbir Urus Pelancongan Mampan di Malaysia: Kajian ke atas Pihak Berkuasa Tempatan. Penerbit Universiti Pendidikan Sultan Idris.
Salleh, M., Omar, K., Yaakop, A. Y., & Mahmmod, A. R. (2013). Tourist satisfaction in Malaysia. International Journal of Business and Social Science, 4(5).
Sarrico, C. S., Miguel D, L., & Filipe Cardoso Silva, L. (2013). POLQUAL–measuring service quality in police traffic services. International Journal of Quality and Service Sciences, 5(3), 275-289.
Scott, D., & Gössling, S. (2015). What could the next 40 years hold for global tourism? Tourism Recreation Research, 40(3), 269-285.
Skinner Beitelspacher, L., Glenn Richey, R., & Reynolds, K. E. (2011). Exploring a new perspective on service efficiency: service culture in retail organizations. Journal of Services Marketing, 25(3), 215-228.
Tang, C. F., & Tan, E. C. (2016). The determinants of inbound tourism demand in Malaysia: another visit with non-stationary panel data approach. Anatolia, 27(2), 189-200.
Tari, J. J. (2006). Improving service quality in a Spanish police service. Total Quality Management & Business Excellence, 17(3), 409-424.
Tarlow, P.E. & Santana, G. (2002). Providing Safety for Tourists: A Study of a Selected Sample of Tourist Destinations in the United States and Brazil. Journal of Travel Research, 40(5), 424-431.
Telfer, D. J., & Sharpley, R. (2015). Tourism and development in the developing world: Routledge.
The Star Online (2015). New vehicles part of Tourist Police unit’s rebranding. Retrieved on 20 February 2018 https://www.thestar.com.my/metro/community/2015/07/14/new-vehicles-part-of-tourist-police-units-rebranding/#JZIaAyWiopPIVC0H.99https://www.thestar.com.my/metro/community/2015/07/14/new-vehicles-part-of-tourist-police-units-rebranding/
Tyagi, A., Dhar, R. L., & Sharma, J. (2016). Police culture, tourists and destinations: A study of Uttarakhand, India. Tourism Management, 52, 563-573.
Tyler, T. R., & Huo, Y. J. (2002). Trust in the Law: Encouraging Public Cooperation with the Police and Courts. New York: Russell Sage.
World Economic Forum (2015). The Travel & Tourism Competitiveness Index 2015 Ranking.
World Economic Forum (2017). The Travel & Tourism Competitiveness Report 2017.
World Travel and Tourism Council (2017). Travel & tourism global economic impact & issues 2017. Retrieved on 20 February 2018 https://www.wttc.org/-/media/files/reports/economic-impact-research/2017-documents/global-economic-impact-and-issues-2017.pdf
Department of Statistics (2018). Economic Census 2016 Tourism Statistics. Retrieved 20 February 2018. https://www.dosm.gov.my/
Dietz, A.S. (1997). Evaluating community policing: quality police service and fear of crime. Policing: An International Journal of Police Strategies & Management, 20(1), 83-100
Donnelly, M., Kerr, N. J., Rimmer, R., & Shiu, E. M. (2006). Assessing the quality of police services using SERVQUAL. Policing: An International Journal of Police Strategies & Management, 29(1), 92-105.
Dubey, A. K. (2017). Future Technology and Service Industry: A Case study of Travel and Tourism Industry. Global Journal of Enterprise Information System, 8(3), 65-69.
Gilbert, D., & Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
Gill, C., Weisburd, D., Telep, C. W., Vitter, Z., & Bennett, T. (2014). Community-oriented policing to reduce crime, disorder and fear and increase satisfaction and legitimacy among citizens: a systematic review. Journal of Experimental Criminology, 10(4), 399-428.
Gronroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41.
Gronroos, C. (2007). Service management and marketing: customer management in service competition: John Wiley & Sons.
Haas, N. E., de Keijser, J. W., & Bruinsma, G. J. (2014). Public support for vigilantism, confidence in police and police responsiveness. Policing and Society, 24(2), 224-241.
Hair, Hult, Ringle, & Sarstedt. (2013a). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). UK: Sage Publishers.
Hair, Ringle, C. M., & Sarstedt, M. (2011b). PLS-SEM: Indeed, a silver bullet. The Journal of Marketing Theory and Practice, 19(2), 139-152.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage Publications.
Ismail, A., & Yunan, Y. (2016). Service Quality as a Predictor of Customer Satisfaction and Customer Loyalty. LogForum, 12(4), 269--283.
Min Chen, C., Tau Lee, H., Hua Chen, S., & Hsien Tsai, T. (2014). The police service quality in rural Taiwan: A comparative analysis of perceptions and satisfaction between police staff and citizens. Policing: An International Journal of Police Strategies & Management, 37(3), 521-542.
Mosbah, A., & Saleh, A. (2014). A review of tourism development in Malaysia. Euro J Bus and Manage, 6(5), 1-9.
Ministry of Tourism and Culture (2016). Malaysian Tourism Statistics in Brief. Retrieved on 20 February 2018. https://www.tourism.gov.my/statistics
Myhill, A. & Bradford, B. (2012). Can police enhance public confidence by improving quality of service? Results from two surveys in England and Wales. Policing and Society: An International Journal of Research and Policy, 22(4), 397-425.
Narayan, B., Rajendran, C., Sai, L.P & Gopalan, R. (2009). Dimensions of service quality in tourism – an Indian perspective. Total Quality Management, 20(1), 61-89.
Ooncharoen, N., & Ussahawanitchakit, P. (2008). Building organizational excellence and business performance of hotel business in Thailand: effects of service culture and organizational characteristic. International Journal of Business Research, 8(3), 13-26.
Paramati, S. R., Alam, M. S., & Chen, C.-F. (2017). The effects of tourism on economic growth and CO2 emissions: a comparison between developed and developing economies. Journal of Travel Research, 56(6), 712-724.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-37.
Park, J.-W., Robertson, R., & Wu, C.L. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435-439.
Park, J., Lee, J., Lee, H., & Truex, D. (2012). Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32(5), 459-468.
Prayag, G. (2007). Assessing international tourists' perceptions of service quality at Air Mauritius. International Journal of Quality & Reliability Management, 24(5), 492-514.
Rajaratnam, S. D., Munikrishnan, U. T., Sharif, S. P., & Nair, V. (2014). Service quality and previous experience as a moderator in determining tourists’ satisfaction with rural tourism destinations in Malaysia: A partial least squares approach. Procedia-Social and Behavioral Sciences, 144, 203-211.
Ren, L., Caob, L., Lovrichc, N & Gaffneyd, M. (2005). Linking confidence in the police with the performance of the police: Community policing can make a difference. Journal of Criminal Justice, 33, 55 – 66
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice: Sage Publications California.
Gössling, S., Hall, C.M., Peeters, P. & Scott, D. (2010). The Future of Tourism: Can Tourism Growth and Climate Policy be Reconciled? A Mitigation Perspective. Tourism Recreation Research, (35)2.
Siti-Nabiha, A.K., Nor Hasliza, M.S. & Norliza, Z.A. (2014). Tadbir Urus Pelancongan Mampan di Malaysia: Kajian ke atas Pihak Berkuasa Tempatan. Penerbit Universiti Pendidikan Sultan Idris.
Salleh, M., Omar, K., Yaakop, A. Y., & Mahmmod, A. R. (2013). Tourist satisfaction in Malaysia. International Journal of Business and Social Science, 4(5).
Sarrico, C. S., Miguel D, L., & Filipe Cardoso Silva, L. (2013). POLQUAL–measuring service quality in police traffic services. International Journal of Quality and Service Sciences, 5(3), 275-289.
Scott, D., & Gössling, S. (2015). What could the next 40 years hold for global tourism? Tourism Recreation Research, 40(3), 269-285.
Skinner Beitelspacher, L., Glenn Richey, R., & Reynolds, K. E. (2011). Exploring a new perspective on service efficiency: service culture in retail organizations. Journal of Services Marketing, 25(3), 215-228.
Tang, C. F., & Tan, E. C. (2016). The determinants of inbound tourism demand in Malaysia: another visit with non-stationary panel data approach. Anatolia, 27(2), 189-200.
Tari, J. J. (2006). Improving service quality in a Spanish police service. Total Quality Management & Business Excellence, 17(3), 409-424.
Tarlow, P.E. & Santana, G. (2002). Providing Safety for Tourists: A Study of a Selected Sample of Tourist Destinations in the United States and Brazil. Journal of Travel Research, 40(5), 424-431.
Telfer, D. J., & Sharpley, R. (2015). Tourism and development in the developing world: Routledge.
The Star Online (2015). New vehicles part of Tourist Police unit’s rebranding. Retrieved on 20 February 2018 https://www.thestar.com.my/metro/community/2015/07/14/new-vehicles-part-of-tourist-police-units-rebranding/#JZIaAyWiopPIVC0H.99https://www.thestar.com.my/metro/community/2015/07/14/new-vehicles-part-of-tourist-police-units-rebranding/
Tyagi, A., Dhar, R. L., & Sharma, J. (2016). Police culture, tourists and destinations: A study of Uttarakhand, India. Tourism Management, 52, 563-573.
Tyler, T. R., & Huo, Y. J. (2002). Trust in the Law: Encouraging Public Cooperation with the Police and Courts. New York: Russell Sage.
World Economic Forum (2015). The Travel & Tourism Competitiveness Index 2015 Ranking.
World Economic Forum (2017). The Travel & Tourism Competitiveness Report 2017.
World Travel and Tourism Council (2017). Travel & tourism global economic impact & issues 2017. Retrieved on 20 February 2018 https://www.wttc.org/-/media/files/reports/economic-impact-research/2017-documents/global-economic-impact-and-issues-2017.pdf
Published
2021-06-30
How to Cite
NORDIN, Norfarah; ABDUL KHALID, Siti Nabiha.
Tourist Police Service Quality and Service Culture Influence on Tourists’ Confidence.
Journal of Tourism, Hospitality and Culinary Arts, [S.l.], v. 13, n. 1, p. 15-36, june 2021.
ISSN 2590-3837.
Available at: <https://myjms.mohe.gov.my/index.php/jthca/article/view/12428>. Date accessed: 02 oct. 2023.
Section
Research Articles
License
Submission of a manuscript to JTHCA represents a certification on the part of the author(s) that it is an original work and has not been copyrighted elsewhere; manuscripts that are eventually published may not be reproduced in any other publication (print or electronic), as their copyright has been transferred to JTHCA. For reproducing other parts or full text papers authors must obtain prior permission from the JTHCA.
