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Title: Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies
Authors: Marinković, Veljko
Senic V.
Kocic, Miodrag
Šapić, Srđan
Issue Date: 2013
Abstract: Despite the rise of online travel booking services, it seems that traditional travel agencies remain an intractable part in the process of making travel arrangements for most travelers. Nevertheless, the question remains as to what triggers travelers' satisfaction with travel agencies. In order to explore this, we focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions on travelers' satisfaction. Results revealed that four SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) had a significant influence on customer satisfaction. © 2011 John Wiley & Sons, Ltd.
Type: article
DOI: 10.1002/jtr.884
ISSN: 1099-2340
SCOPUS: 2-s2.0-84874929488
Appears in Collections:Faculty of Economics, Kragujevac

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