Mapping service quality in the tourism industry
Managing Service Quality: An International Journal, cilt.13, sa.5, ss.412-422, 2003 (SSCI, Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 13 Sayı: 5
- Basım Tarihi: 2003
- Doi Numarası: 10.1108/09604520310495877
- Dergi Adı: Managing Service Quality: An International Journal
- Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Aerospace Database, Business Source Elite, Business Source Premier, Communication Abstracts, Metadex, Psycinfo, Civil Engineering Abstracts
- Sayfa Sayıları: ss.412-422
- Anahtar Kelimeler: Perceptual mapping, Service quality assurance, SERVQUAL, Tourism
- Akdeniz Üniversitesi Adresli: Evet
Özet
This study suggests a new approach to the exploratory and evaluative research of service-quality dimensions by employing correspondence analysis (CA). Although several studies have investigated the service quality of service providers using descriptive measures and statistical tests, this study presents a graphical interpretation of SERVQUAL data to aid managerial decision-making in the tourism industry. This paper also examines the expectations and perceptions of two distinct groups by determining the differences between German and Russian tourists’ evaluations of service-quality dimensions in tour operators. The study concludes that CA can be used effectively in evaluating the service-quality and displaying the differences in the expectations/perceptions of distinct consumer groups. Managerial implications for travel administrators are discussed. Tour operators should consider cultural differences in service-quality evaluations. © 2003, MCB UP Limited