Journal ArticleDOI
Factors Affecting Customer Evaluation of Service Quality in Travel Agencies: An Investigation of Customer Perceptions:
TLDR
In this paper, the authors present the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents, and identify six factors that explain service quality.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.read more
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Tourism image, evaluation variables and after purchase behaviour: inter-relationship
TL;DR: In this article, the authors examined the relationship between tourism image and tourist experience quality, satisfaction, intention to return and willingness to recommend the destination, and found that tourism image is a direct antecedent of perceived quality, and satisfaction is a key factor in destination marketing.
Journal ArticleDOI
Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination
Metin Kozak,Mike Rimmington +1 more
TL;DR: In this article, the authors report the findings of a study to determine destination attributes critical to the over-all satisfaction levels of tourists visiting Mallorca, Spain, during the winter season.
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The service experience in tourism
TL;DR: In this paper, the authors developed and tested a scale across three different tourism industries: hotels, airlines and tours & attractions, and used a factor analysis to explore the dimensionality of the service experience, concluding that subjective, affective and experiential factors comprise a substantial portion of consumer satisfaction with services.
Journal ArticleDOI
Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry
Tat Y. Choi,Raymond Chu +1 more
TL;DR: In this paper, the authors examined the relative importance of hotel factors in relation to travelers' overall satisfaction levels with their hotel stays in Hong Kong and the likelihood of returning to the same hotels in their subsequent trips.
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An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers
Raymond Chu,Tat Y. Choi +1 more
TL;DR: In this paper, the authors examined business and leisure travellers' perceived importance and performance of six hotel selection factors in the Hong Kong hotel industry and found that room and front desk and security were the determining factors for hotel choice.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Paradigm for Developing Better Measures of Marketing Constructs
TL;DR: A critical element in the evolution of a fundamental body of knowledge in marketing, as well as for improved marketing practice, is the development of better measures of the variables with which marketers deal with marketing as discussed by the authors.
Journal ArticleDOI
A Service Quality Model and its Marketing Implications
TL;DR: In this article, a service quality model based on test of a sample of business executives, which describes how the quality of services is perceived by customers, is proposed, in which functional quality is seen to be a very important dimension of a perceived service.
Journal ArticleDOI
Free Competition and the Optimal Amount of Fraud
Michael R. Darby,Edi Karni +1 more
TL;DR: In this paper, the authors explore the reasons for and determinants of the provision by a firm of false information to a consumer so as to induce purchases which would not be made if the consumer possessed full information about the qualities of his purchase.