Service Quality Factors: a Study on Travel Agencies Industry

Short abstract
This paper develops a comprehensive model measuring service quality in the travel industry based on an extensive literature review, qualitative and empirical research. The authors propose a multidimensional and hierarchical model of service quality, which is consistent with the latest conceptualizations in the literature. In this model, service quality is a third-order construct which is composed of several dimensions and subdimensions. Our findings show that customers’ perceived service quality of travel agencies consists of three primary dimensions such as personal interaction, physical environmental and outcome, which are defined by seven subdimensions such as conduct, expertise, problem solving, equipment, ambient conditions, waiting time and valence. Our model has important implications for the measurement of service quality in this specific industry as well as for the development of valid measures of quality perception in the context of services.
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Laura Martinez Caro and Jose Antonio Martinez Garcia (2007) ,"Service Quality Factors: a Study on Travel Agencies Industry", in E - European Advances in Consumer Research Volume 8, eds. Stefania Borghini, Mary Ann McGrath, and Cele Otnes, Duluth, MN : Association for Consumer Research, Pages: 259-261.


Laura Martinez Caro, Universidad Politecnica de Cartagena, Spain
Jose Antonio Martinez Garcia, Universidad Politecnica de Cartagena, Spain


E - European Advances in Consumer Research Volume 8 | 2007

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