INVESTIGATION OF FACTORS INFLUENCING THE SERVICE QUALITY INDEXES OF TOURISM AGENCIES OF SOUTHERN ISFAHAN

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SHARIATY AMIR H.; FOROUZAN NADIA

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Journal: Tourism Management Studies Year:2011 | Volume:- | Issue:14 Page(s): 153-176

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Information Journal Paper

Title

INVESTIGATION OF FACTORS INFLUENCING THE SERVICE QUALITY INDEXES OF TOURISM AGENCIES OF SOUTHERN ISFAHAN

Author(s)

SHARIATY AMIR H. | FOROUZAN NADIA | Issue Writer Certificate

Keywords

SERVICEQ2

QUALITYQ2

MARKETINGQ2

CUSTOMER SATISFACTIONQ2

SERVQUALQ3

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), 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.

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APA: Copy

SHARIATY, AMIR H., & FOROUZAN, NADIA. (2011). INVESTIGATION OF FACTORS INFLUENCING THE SERVICE QUALITY INDEXES OF TOURISM AGENCIES OF SOUTHERN ISFAHAN. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), -(14), 153-176. SID. https://sid.ir/paper/202564/en

Vancouver: Copy

SHARIATY AMIR H., FOROUZAN NADIA. INVESTIGATION OF FACTORS INFLUENCING THE SERVICE QUALITY INDEXES OF TOURISM AGENCIES OF SOUTHERN ISFAHAN. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2011;-(14):153-176. Available from: https://sid.ir/paper/202564/en

IEEE: Copy

AMIR H. SHARIATY, and NADIA FOROUZAN, “INVESTIGATION OF FACTORS INFLUENCING THE SERVICE QUALITY INDEXES OF TOURISM AGENCIES OF SOUTHERN ISFAHAN,” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. -, no. 14, pp. 153–176, 2011, [Online]. Available: https://sid.ir/paper/202564/en

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