We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies.
- Authors
Marinković, Veljko; Senić, Vladimir; Kocić, Milan; Šapić, Srđan
- Abstract
ABSTRACT Despite the rise of online travel booking services, it seems that traditional travel agencies remain an intractable part in the process of making travel arrangements for most travelers. Nevertheless, the question remains as to what triggers travelers' satisfaction with travel agencies. In order to explore this, we focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions on travelers' satisfaction. Results revealed that four SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) had a significant influence on customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd.
- Subjects
TRAVEL agents -- Customer services; CUSTOMER satisfaction; TRAVELERS; SERVQUAL (Service quality framework); TRAVEL websites; CUSTOMER service quality control
- Publication
International Journal of Tourism Research, 2013, Vol 15, Issue 2, p184
- ISSN
1099-2340
- Publication type
Article
- DOI
10.1002/jtr.884