Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions
- 1 April 1992
- journal article
- research article
- Published by SAGE Publications in Journal of Travel Research
- Vol. 30 (4) , 10-16
- https://doi.org/10.1177/004728759203000402
Abstract
This article presents the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents. Six factors that explain service quality are identified. In order of importance, these factors are corporate image, competitiveness, courtesy, responsiveness, accessibility, and compe tence. Implications for developing marketing strategy and controlling service quality are given.Keywords
This publication has 27 references indexed in Scilit:
- A Gap Analysis of Professional Service QualityJournal of Marketing, 1989
- Terrorism And Travel: Managing The UnmanageableJournal of Travel Research, 1988
- Information sources of elderly for vacation decisionsAnnals of Tourism Research, 1987
- What's In An ImageJournal of Consumer Marketing, 1985
- Come to Tana Toraja, “land of the heavenly kings”Annals of Tourism Research, 1984
- Trends in Travel and Tourism Marketing : The Changing Structure of Distribution ChannelsJournal of Travel Research, 1982
- Guidelines for the advertising of servicesBusiness Horizons, 1981
- A Paradigm for Developing Better Measures of Marketing ConstructsJournal of Marketing Research, 1979
- A Taxonomy of Consumer Satisfaction/Dissatisfaction MeasuresJournal of Consumer Affairs, 1977
- Free Competition and the Optimal Amount of FraudThe Journal of Law and Economics, 1973