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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Abstract

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.

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