지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
In order to sell any high-quality travel packages, managers of travel agencies need to clearly understand what customers would consider most importantly and what they would demand as well while they, the managers, try to do their best to provide their customers with the most satisfactory services. That was the reason for why the concerned study was initiated from the first place, and the results of the study are summarized as follows. First, in terms of SERVQUAL of the travel industry, four factors as a product factor, a process factor, a service factor and a travel agency factor were extracted. Second, a structural equation for how the SERVQUAL factors of the travel industry affect the product quality loyalty turned out to be =507.193, p<0.001, and while GFI 0.885, AGFI 0.856, RMR and RMSEA were considered as 0.041 and 0.059, the research model was understood to be highly appropriate in general. Third, according to the results of hypothesis testing, of all those SERVQUAL factors of the travel industry, the travel agency factor which would include the image, the reputation and the location as sub-factors and the other dominant factor, the process factors, with the reservation convenience, the progress of travel itinerary, the interest in customer’s complaints, how passionate a travel agency is about fulfilling demands of customer, the physically safe service and the transparent payment method included as sub-factors were considered to have a significant relation with the general satisfaction. Fourth, the study conducted an analysis on path model between the factors of two countries, and the results reported that in case of Thailand, of the SERVQUAL factors of the travel industry, only the reservation convenience, the progress of travel itinerary, the interest in customer’s complaints, how passionate a travel agency is about fulfilling demands of customer, the physically safe service and the transparent payment method were confirmed to be significantly related to the general satisfaction.
목차
등록된 정보가 없습니다.
참고문헌 (31)
참고문헌 신청
Akroush, M. N. / 2009 / The impact of service quality dimentions on performance: An empirical investigation of Jordan's commercial banks / Journal of Accounting-Business and
Cronin J. / 1992 / Measuring service quality: A reexamination and extension / Journal of Marketing 56 (3) : 55 ~ 68
Dick, Alan S / 1994 / Customer loyalty: Toward and integrated conceptual framework / Journal of the Academy of Marketing Science 22 (겨울) : 99 ~ 113
Gremler, D. D. / 1998 / Service loyalty: Antecedents, components and outcomes / AMA Winter Educations Conference : 165 ~ 167
Kim, W. G. / 2006 / Prefictors of relationship quality and relationship outcomes in luxury restaurant / Journal of Hospitality & Tourism 30 (2) : 143 ~ 169
Cronin J. / 1992 / Measuring service quality: A reexamination and extension / Journal of Marketing 56 (3) : 55 ~ 68
Dick, Alan S / 1994 / Customer loyalty: Toward and integrated conceptual framework / Journal of the Academy of Marketing Science 22 (겨울) : 99 ~ 113
Gremler, D. D. / 1998 / Service loyalty: Antecedents, components and outcomes / AMA Winter Educations Conference : 165 ~ 167
Kim, W. G. / 2006 / Prefictors of relationship quality and relationship outcomes in luxury restaurant / Journal of Hospitality & Tourism 30 (2) : 143 ~ 169
이 논문의 저자 정보
최근 본 자료
댓글(0)
0