期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2011
卷号：6
期号：3
页码：99
DOI：10.5539/ijbm.v6n3p99
出版社：Canadian Center of Science and Education
摘要：The main aim of this paper is to analyze the correlation of service quality gaps and to estimate customer dissatisfaction based on those gaps in the Iran Travel Agency (ITA) as one of the international travel agencies of the country. For this purpose, a questionnaire has been designed based on the SERVQUAL approach (perceptions and expectations), which includes five major categories of service quality dimensions and are subdivided into 15 dimensions and an additional question for measuring the overall dissatisfaction. 30 regular customers of the agency have been asked to fill the questionnaires. The correlation of service quality gaps and then the relationship between overall customer dissatisfaction and major service quality gaps are determined by correlation and regression analysis. The findings imply that the maximum value of gap is related to 'appealing accommodation facilities', which is a part of the dimension of tangibles. The minimum values of the gaps are also related to 'on time delivery' and 'reputation of service. The correlation analysis has not addressed any significant correlation among the gaps. Ultimately, regression analysis has approved and estimated linear correlation between the gaps of empathy and tangibles and the overall customer dissatisfaction.
