mixed material bibliography 1997

p. 1 - 31 To achieve and maintain their competitiveness and profitability, travel agencies should manage and aim to continously improve the level service quality offered to their costumers. To know what their current level of quality is and to identify those aspects of their service which need improving, travel agencies should measure their service quality. This research reports an application of Parasuraman, Zeithaml and Berry's SERVQUAL questionnaire to sample of New Zealand clients of travel agencies. The results support the realibility of the scale, but were unable to replicate the five dimensions of the original study. The implicatis of these and other findings relating to the gaps are discussed and further applications of SERVQUAL for travel agencies are presented. Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen 25254 2005-12-01 00:00:00 2005-12-01 00:00:00 machine generated