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Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt

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  • Mohamed, Ghada Abd-Alla

Abstract

Globalization, liberalization, and the internationalization of services are difficult challenges facing travel agents in Egypt. Thus, service quality is very important to be in competition, it is a key factor in differentiating service products and building a competitive advantage in tourism. The purpose of this study was to assess customers' expectations and perceptions of service provided by travel agents, and to discover how the service factors were related to overall satisfaction. The results of factor analysis suggested five factors derived from 26 attributes affecting service quality, and the result of regression analysis of these five factors of the service quality indicated that overall customer satisfaction was highly affected by resource and corporate image. The study concluded that customers' expectations of service quality exceeded their perceptions, with the tangibility dimensions having the largest gap.

Suggested Citation

  • Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
    • Handle: RePEc:pra:mprapa:25388
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    File URL: https://mpra.ub.uni-muenchen.de/25388/1/MPRA_paper_25388.pdf
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    References listed on IDEAS

    as
    1. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
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    Cited by:

    1. Nor’Aini Yusof & Faiz Abd Rahman & Mohd Fitri Che Jamil & Mohammad Iranmanesh, 2014. "Measuring the Quality of Ecotourism Services," SAGE Open, , vol. 4(2), pages 21582440145, June.
    2. María-Victoria Sánchez-Rebull & Veronika Rudchenko & Juan-Carlos Martín, 2018. "The antecedents and consequences of customer satisfaction in tourism: a systematic literature review," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 24(1), pages 151-183, May.

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    More about this item

    Keywords

    service quality; perceptions and expectations; SERVQUAL; customer satisfaction;
    All these keywords.

    JEL classification:

    • O1 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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