Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies

Veljko Marinković · Vladimir Senić · Milan Kocić · Srđan Šapić

31 citations0/0 files storedInternational Journal of Tourism Research

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

ABSTRACT Despite the rise of online travel booking services, it seems that traditional travel agencies remain an intractable part in the process of making travel arrangements for most travelers. Nevertheless, the question remains as to what triggers travelers' satisfaction with travel agencies. In order to explore this, we focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions on travelers' satisfaction. Results revealed that four SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) had a significant influence on customer satisfaction. Copyright © 2011 John Wiley & Sons, Ltd.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2010Satisfaction: a behavioral perspective on the consumer 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings

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