ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER DECISION MAKING BEHAVIOR IN TRAVEL AROUND ILAM PROVINCE

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RESHADATJOO HAMIDEH; NEMATIZAD ALI; ABOOYEEARDAKAN MOHAMAD

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Journal: JOURNAL OF CULTURAL MANAGEMENT Year:2011 | Volume:5 | Issue:13 Page(s): 93-103

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Information Journal Paper

Title

ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER DECISION MAKING BEHAVIOR IN TRAVEL AROUND ILAM PROVINCE

Author(s)

RESHADATJOO HAMIDEH | NEMATIZAD ALI | ABOOYEEARDAKAN MOHAMAD | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

CUSTOMER SATISFACTIONQ2

BEHAVIOURAL DECISIONSQ2

TRAVEL AGENCIESQ2

ILAMQ2

Abstract

The aim of this research is to consider and evaluate SERVICE QUALITY and its relationship with customer’s satisfaction in behavioral decisions of the customers of TRAVEL AGENCIES in ILAM. In theorical basics, concept and definition associated to service, satisfaction, behavioral decisions and research back ground are considered, this work is descriptive study as a type of correlation. Statistical population of this research was all of the agency customers that were call on this office in autumn and winter 1389 and were received service. The selected sample consisted of 200 persons. The tool for collecting information was questionnaire in this research which its narrative was considered by professional and experts views and its persistence was estimated by kronbakh×coefficient (0/726). Then related questionnaires were distributed among sample members. In order to analysis of results, initially we used smironv‐ kolmogorov test to study data normality and it was found that data have not normal distribution.In ferential statical of T‐test, ANOVA and multivariate reression were used to analysis data and hxpothesis testing. The results of this tests indicate that SERVICE QUALITY have significant and positive correlation with CUSTOMER SATISFACTION.(a</1) Also CUSTOMER SATISFACTIONs have significant and positive correlation with BEHAVIOURAL DECISIONS that have shown in detail in this study.

Cites

INVESTIGATING THE EFFECT OF CUSTOMER SERVICE QUALITY AND CUSTOMER’S KNOWLEDGE OF THE BANK ON CUSTOMER LOYALTY (WITH AN EMPHASIS ON SUBJECTIVE IMAGE, CUSTOMER RELATIONSHIP QUALITY AND SATISFACTION AS MEDIATOR VARIABLES)

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APA: Copy

RESHADATJOO, HAMIDEH, NEMATIZAD, ALI, & ABOOYEEARDAKAN, MOHAMAD. (2011). ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER DECISION MAKING BEHAVIOR IN TRAVEL AROUND ILAM PROVINCE. JOURNAL OF CULTURAL MANAGEMENT, 5(13), 93-103. SID. https://sid.ir/paper/199706/en

Vancouver: Copy

RESHADATJOO HAMIDEH, NEMATIZAD ALI, ABOOYEEARDAKAN MOHAMAD. ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER DECISION MAKING BEHAVIOR IN TRAVEL AROUND ILAM PROVINCE. JOURNAL OF CULTURAL MANAGEMENT[Internet]. 2011;5(13):93-103. Available from: https://sid.ir/paper/199706/en

IEEE: Copy

HAMIDEH RESHADATJOO, ALI NEMATIZAD, and MOHAMAD ABOOYEEARDAKAN, “ASSESSMENT OF RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN CUSTOMER DECISION MAKING BEHAVIOR IN TRAVEL AROUND ILAM PROVINCE,” JOURNAL OF CULTURAL MANAGEMENT, vol. 5, no. 13, pp. 93–103, 2011, [Online]. Available: https://sid.ir/paper/199706/en

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