amir hoseyn shariati; nadia foruzan
Volume 5, Issue 14 , February 2011, , Pages 153-176
Abstract
Present article investigates the influencing factors on service quality of tourism agencies located at southern part of Isfahan. The objective is to study the influence of factors, namely service characteristics, responsiveness, Kindness, reliability, customer Relationship management, appearance (facilities), ...
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Present article investigates the influencing factors on service quality of tourism agencies located at southern part of Isfahan. The objective is to study the influence of factors, namely service characteristics, responsiveness, Kindness, reliability, customer Relationship management, appearance (facilities), price, technology, distribution, promotion, credibility, and warranty, on the service quality of tourism agencies. A self-structured questionnaire relying on servqual scale was designed and its validity was measured by Cronbach's coefficient alpha of 95.6%. Afterwards, hypotheses were tested on a statistical sample of 100 individuals to find correlation between factors. The highest correlation coefficient was found to be between technology and distribution (0.837). The resulted ranking classification turned out to be as the following: 1.responsiveness, 2.reliability, 3.credibility, 4.warranty, 5.kindness, 6.service characteristics, 7.appearance, 8.price, 9.technology, 10.distribution, 11.customer relationship management, 12.Promotion
