Tourist Police Service Quality and Service Culture Influence on Tourists’ Confidence

  • Norfarah Nordin Graduate School of Business Universiti Sains Malaysia
  • Siti Nabiha Abdul Khalid Graduate School of Business Universiti Sains Malaysia

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.

Author Biography

Siti Nabiha Abdul Khalid, Graduate School of Business Universiti Sains Malaysia

Siti Nabiha is a Professor at the Graduate School of Business, Universiti Sains Malaysia. Her research interest is in the area of management accounting, specifically on issues related to accounting and organisational change, performance measurement and systems of accountability and sustainability control system in both public and private sectors.

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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: 10 aug. 2022.