3 Eco-tangible
Eco-tangible is one of unobserved construct in ECOSERV model which is used to assess service quality in hotel business. ECOSERV model is adapted from SERQUAL model, developed by parasuraman(1985) ,is a multiple-item instrument designed to measure customer expectation and perception concerning a service encounter (Parasuraman, Zeithaml, & Berry, 1985). Khan(2003) who developed ECOSERV model emphasized on the factor;Eco-tangible, that is environmentally friendly and sustainable development. Ecotangible is defined as physical facilities that were environmentally appropriate and equipment that minimizes environmental degradation were found more important to the ecotouriests. Eco-tangible has 3 items; appropriateness, minimizing degradation and environmentally safe(Khan, 2003).
3 Eco-tangible Eco-tangible is one of unobserved construct in ECOSERV model which is used to assess service quality in hotel business. ECOSERV model is adapted from SERQUAL model, developed by parasuraman(1985) ,is a multiple-item instrument designed to measure customer expectation and perception concerning a service encounter (Parasuraman, Zeithaml, & Berry, 1985). Khan(2003) who developed ECOSERV model emphasized on the factor;Eco-tangible, that is environmentally friendly and sustainable development. Ecotangible is defined as physical facilities that were environmentally appropriate and equipment that minimizes environmental degradation were found more important to the ecotouriests. Eco-tangible has 3 items; appropriateness, minimizing degradation and environmentally safe(Khan, 2003).
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