2 – A Survey on the Performance of Siahat Gasht Tour and Travel Agency from the Viewpoint of Customers Using SERVQUAL Model
Sajjad Khalouzadeh Mobarakeh*1, Fariba Rajaei Ghahnavieh2- 5523
International Journal of Scientific Management and Development 2015, Vol. 3, No. 6: 394-402
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This research intends to recognize customer's expectations and conception of from the Viewpoint of customers Using SERVQUAL Model Siahat Gasht to determine the gap between these expectations and present guidelines to fill or remove this gap or reduce it .in this order based on Parasorman model, five dimensions such as sensible, validity, responsiveness, sympathy and trust have been studied among 384 customers. This research aspect of goal is applicable and aspect of gathering data is descriptive from surveying kind. For gathering data, field and library studies have been used. Used tool in field research has been questionnaire which it has been designated based on research mode. to determine the validity of tool, a questionnaire and to determine reliability of Corenbach Alpha coefficient have been used respectively. for studying significant difference of customers' expectations and conceptions about performance of Siahat Gasht Tour, paired –T test has been used. The results of the research show that exist significant difference among expectations and conceptions of customers in all dimensions of servqual model.
Key words: Sensible dimension, validity dimension, responsiveness dimensions, sympathy dimension and trust dimension, servqual model, Parasorman.