To read this content please select one of the options below:

(excl. tax) 30 days to view and download

Mapping service quality in the tourism industry

Eda Atilgan, Serkan Akinci, Safak Aksoy

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 2003

15183

Abstract

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.

Keywords

Citation

Atilgan, E., Akinci, S. and Aksoy, S. (2003), "Mapping service quality in the tourism industry", Managing Service Quality: An International Journal, Vol. 13 No. 5, pp. 412-422. https://doi.org/10.1108/09604520310495877

Publisher

:

MCB UP Ltd

Copyright © 2003, MCB UP Limited

Related articles