an empirical assessment of service quality in the context of travel agencies in the republic of macedonia
Clicks: 300
ID: 193863
2013
Article Quality & Performance Metrics
Overall Quality
Not rated
Combines reader engagement with the AI quality analysis. This
article has not been analysed, so there is no overall score —
reader engagement is measured and shown alongside.
Reader Engagement
Popular Article
30.0
/100
300 views
29 readers
AI Quality Assessment
Not analyzed
Readership in this journal
PopularRanked #7 of 52 articles by views in applied thermal engineering
Most read
Least read
Bar heights use a square-root scale.
Mint this article as an NFT
Not yet mintedCreate a permanent, verifiable on-chain record of this article on the Scimatic Network. The NFT is held in your Journament account, and you can withdraw it to your own wallet at any time.
5
SUSD
one-off · no wallet required
Abstract
This paper investigates the service quality of travel agencies in the Republic of Macedonia from a customer perspective. Its authors applied a modified version of the SERVQUAL instrument for measuring service quality. The results of the performed paired sample t-testing indicated significant differences between expectations and perceptions, with two exceptions. A positive correlation was identified between expectation means and perception means as well as between perception means and gap score means, with a negative correlation identified between expectation means and gap means. Furthermore, factor analysis of the gap score means was performed, revealing the existence of 3 dimensions: customer orientation, reliability and tangibles. Data analysis showed negative gaps between expectations and perception on all three dimensions. Finally, by using the ANOVA test, significant differences among the gap scores of the three different classes of travel agencies (with “A”, “B” and “C” licenses) were determined, both in total and with regard to the identified dimensions. There are a number of areas of the travel agencies’ service quality where enhancements are needed in order to satisfy the customers more fully.
| Reference Key |
ciunova-shuleska2013tritean
Use this key to autocite in the manuscript while using
SciMatic Manuscript Manager or Thesis Manager
|
|---|---|
| Authors | ;Anita Ciunova-Shuleska;Nikolina Palamidovska;Marija Grishin |
| Journal | applied thermal engineering |
| Year | 2013 |
| DOI |
DOI not found
|
| URL | |
| Keywords |
Citations
No citations found. To add a citation, contact the admin at info@scimatic.org
Comments
No comments yet. Be the first to comment on this article.