Evaluation of the quality of service of tourist offices based on the perception of clients (Case study: Yazd city)

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FALLAH TAFTI HAMED; Heydari Kooshkeno Majid

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: TOURISM AND DEVELOPMENT Year:2019 | Volume:8 | Issue:1 Page(s): 210-230

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Information Journal Paper

Title

Evaluation of the quality of service of tourist offices based on the perception of clients (Case study: Yazd city)

Author(s)

FALLAH TAFTI HAMED | Heydari Kooshkeno Majid | Issue Writer Certificate

Keywords

Tourist ServicesQ2

Service Quality ModelQ1

Tourism OfficesQ1

Yazd CityQ1

Abstract

Travel is a small but meaningful word that has been associated with humanity since the beginning of creation. If you travel to the name of a tourist and study it from an economics perspective, we will face one of the most profitable industries in the international arena. In this regard, Tourism Offices have a significant share in this area. This research was conducted to evaluate the quality of service of tourist offices using the SERVQUAL methodology, which is a tool for measuring the quality of services and identifying and analyzing existing gaps between expectations and perceptions of service recipients. The statistical population of this study was 384 people who were referred to tourism service offices in Yazd City. The results of the research indicate that there is a significant gap between the expected services and the services provided to customers by these offices in all five dimensions of service quality. With these results, the tourist service offices have not been able to cover the expectations of customers in this dimension, so these offices should try to reduce these distances.

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APA: Copy

FALLAH TAFTI, HAMED, & Heydari Kooshkeno, Majid. (2019). Evaluation of the quality of service of tourist offices based on the perception of clients (Case study: Yazd city). TOURISM AND DEVELOPMENT, 8(1 ), 210-230. SID. https://sid.ir/paper/398053/en

Vancouver: Copy

FALLAH TAFTI HAMED, Heydari Kooshkeno Majid. Evaluation of the quality of service of tourist offices based on the perception of clients (Case study: Yazd city). TOURISM AND DEVELOPMENT[Internet]. 2019;8(1 ):210-230. Available from: https://sid.ir/paper/398053/en

IEEE: Copy

HAMED FALLAH TAFTI, and Majid Heydari Kooshkeno, “Evaluation of the quality of service of tourist offices based on the perception of clients (Case study: Yazd city),” TOURISM AND DEVELOPMENT, vol. 8, no. 1 , pp. 210–230, 2019, [Online]. Available: https://sid.ir/paper/398053/en

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