Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt

Mohamed, Ghada Abd-Alla (2006): Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt. Published in: TOURISMOS: An International Multidisciplinary Refereed Journal of Tourism , Vol. 2, No. 1 (15 April 2007): pp. 63-87.

Abstract

Globalization, liberalization, and the internationalization of services are difficult challenges facing travel agents in Egypt. Thus, service quality is very important to be in competition, it is a key factor in differentiating service products and building a competitive advantage in tourism. The purpose of this study was to assess customers' expectations and perceptions of service provided by travel agents, and to discover how the service factors were related to overall satisfaction. The results of factor analysis suggested five factors derived from 26 attributes affecting service quality, and the result of regression analysis of these five factors of the service quality indicated that overall customer satisfaction was highly affected by resource and corporate image. The study concluded that customers' expectations of service quality exceeded their perceptions, with the tangibility dimensions having the largest gap.

• Item Type: MPRA Paper
• Language: English
• Keywords: service quality, perceptions and expectations, SERVQUAL, customer satisfaction
• Subjects: O - Economic Development, Innovation, Technological Change, and Growth > O1 - Economic Development; M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M1 - Business Administration; L - Industrial Organization > L8 - Industry Studies: Services > L83 - Sports ; Gambling ; Restaurants ; Recreation ; Tourism

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