The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania
Author
Abstract
Suggested Citation
Download full text from publisher
References listed on IDEAS
- J.P. Gond & A. El Akremi & J. Igalens & V. Swaen, 2011. "A corporate social responsibility," Post-Print hal-00826426, HAL.
- Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.
- Berry, Leonard L. & Parasuraman, A. & Zeithaml, Valarie A., 1988. "The service-quality puzzle," Business Horizons, Elsevier, vol. 31(5), pages 35-43.
Most related items
These are the items that most often cite the same works as this one and are cited by the same works as this one.- Dunja Meštrović & Nina J. Zugic, 2018. "Students’ Perceptions of Service Quality, Satisfaction, and Word-Of-Mouth: Scale Adaptation and Validation on a Sample of ICT and STEM Students," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 195-211.
- Meštrović, Dunja, 2016. "The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2016), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 8-9 September 2016, pages 440-445, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
- Tanjim Istiaque Chowdhury & Md Rakibul Hoque & Peter Wanke & Mohammad Zahir Raihan & Md Abul Kalam Azad, 2022. "Antecedents of Perceived Service Quality of Online Education During a Pandemic: Configuration Analysis Based on Fuzzy-Set Qualitative Comparative Analysis," Evaluation Review, , vol. 46(3), pages 235-265, June.
- Bertrand, Philippe & Lapointe, Vincent, 2015.
"How performance of risk-based strategies is modified by socially responsible investment universe?,"
International Review of Financial Analysis, Elsevier, vol. 38(C), pages 175-190.
- Philippe Bertrand & Vincent Lapointe, 2015. "How performance of risk-based strategies is modified by socially responsible investment universe?," Post-Print hal-01833066, HAL.
- Mushtaq A Bhat, 2005. "Service Quality Perceptions in Banks: A Comparative Analysis," Vision, , vol. 9(1), pages 11-20, January.
- Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
- Di Giuli, Alberta & Kostovetsky, Leonard, 2014. "Are red or blue companies more likely to go green? Politics and corporate social responsibility," Journal of Financial Economics, Elsevier, vol. 111(1), pages 158-180.
- Law, Kris M.Y. & Breznik, Kristijan, 2018. "What do airline mission statements reveal about value and strategy?," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 36-44.
- Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
- Orthodox Tefera & Stephen Migiro, 2019. "The Relationship amongst Customer Satisfaction, Loyalty, Demographic and Tripographic1 Attributes: A Case of Star Rated Hotel Guests in Ethiopia," Journal of Economics and Behavioral Studies, AMH International, vol. 10(6), pages 16-29.
- Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
- Fabrice Etilé & Sabrina Teyssier, 2012.
"Signaling Corporate Social Responsibility: Third-Party Certification vs. Brands,"
Working Papers
halshs-00736551, HAL.
- Fabrice Etilé & Sabrina Teyssier, 2012. "Signaling Corporate Social Responsibility: Third-party certification vs. brands," Working Papers hal-02807886, HAL.
- Fabrice Etilé & Sabrina Teyssier, 2012. "Signaling Corporate Social Responsibility: Third-Party Certification vs. Brands," PSE Working Papers halshs-00736551, HAL.
- Han-Shen Chen, 2015. "Using Water Footprints for Examining the Sustainable Development of Science Parks," Sustainability, MDPI, vol. 7(5), pages 1-21, May.
- Fatemi, Ali M. & Fooladi, Iraj J., 2013. "Sustainable finance: A new paradigm," Global Finance Journal, Elsevier, vol. 24(2), pages 101-113.
- Tiainen, Heidi & Sairinen, Rauno & Novikov, Viktor, 2014. "Mining in the Chatkal Valley in Kyrgyzstan—Challenge of social sustainability," Resources Policy, Elsevier, vol. 39(C), pages 80-87.
- Mohammad Toufiqur Rahman & Mohammad Shyfur Rahman Chowdhury & Mohammad Rokibul Kabir, 2013. "Customer Perceptions and Expectations Regarding Service Qualities in Govt. Owned Commercial Banks of Chittagong City- A Study on Janata Bank Limited, Bangladesh," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 4(1), pages 23-31, April.
- Tarannum Islam Shimin, 2018. "Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University," International Journal of Science and Business, IJSAB International, vol. 2(3), pages 491-502.
- Desai, Naman & Pingali, Viswanath & Tripathy, Arindam, 2015. "Is 2% the Solution? Experimental Evidence on the New CSR Rule in India," IIMA Working Papers WP2015-03-09, Indian Institute of Management Ahmedabad, Research and Publication Department.
- Kojo Kakra Twum & Andrews Agya Yalley & Gloria Kakrabah-Quarshie Agyapong & Daniel Ofori, 2021. "The influence of Public University library service quality and library Brand image on user loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 207-227, June.
- Zhang, Jingyun & Beatty, Sharon E. & Walsh, Gianfranco, 2008. "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Elsevier, vol. 61(3), pages 211-224, March.
More about this item
Keywords
travel agency; behavioral loyalty; service quality; SERVPERF; CSR; empirical;All these keywords.
JEL classification:
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
- L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
Statistics
Access and download statisticsCorrections
All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:amfeco:v:37:y:2014:i:16:p:1191. See general information about how to correct material in RePEc.
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Valentin Dumitru (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.