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An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia

Anita Ciunova-Shuleska   ORCID icon orcid.org/0000-0001-6402-7630 ; Faculty of Economics-Skopje, Ss. Cyril and Methodius University
Nikolina Palamidovska   ORCID icon orcid.org/0000-0002-2926-5649 ; Faculty of Economics-Skopje, Ss. Cyril and Methodius University
Marija Grishin ; Faculty of Economics-Skopje, Ss. Cyril and Methodius University

Puni tekst: engleski, pdf (164 KB) str. 21-36 preuzimanja: 608* citiraj
APA 6th Edition
Ciunova-Shuleska, A., Palamidovska, N. i Grishin, M. (2013). An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia. Market-Tržište, 25 (1), 21-36. Preuzeto s https://hrcak.srce.hr/104090
MLA 8th Edition
Ciunova-Shuleska, Anita, et al. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia." Market-Tržište, vol. 25, br. 1, 2013, str. 21-36. https://hrcak.srce.hr/104090. Citirano 25.11.2020.
Chicago 17th Edition
Ciunova-Shuleska, Anita, Nikolina Palamidovska i Marija Grishin. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia." Market-Tržište 25, br. 1 (2013): 21-36. https://hrcak.srce.hr/104090
Harvard
Ciunova-Shuleska, A., Palamidovska, N., i Grishin, M. (2013). 'An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia', Market-Tržište, 25(1), str. 21-36. Preuzeto s: https://hrcak.srce.hr/104090 (Datum pristupa: 25.11.2020.)
Vancouver
Ciunova-Shuleska A, Palamidovska N, Grishin M. An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia. Market-Tržište [Internet]. 2013 [pristupljeno 25.11.2020.];25(1):21-36. Dostupno na: https://hrcak.srce.hr/104090
IEEE
A. Ciunova-Shuleska, N. Palamidovska i M. Grishin, "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia", Market-Tržište, vol.25, br. 1, str. 21-36, 2013. [Online]. Dostupno na: https://hrcak.srce.hr/104090. [Citirano: 25.11.2020.]

Sažetak
This paper investigates the service quality of travel agencies in the Republic of Macedonia from a customer perspective. Its authors applied a modified version of the SERVQUAL instrument for measuring service quality. The results of the performed paired sample t-testing indicated significant differences between expectations and perceptions, with two exceptions. A positive correlation was identified between expectation means and perception means as well as between perception means and gap score means, with a negative correlation identified between expectation means and gap means. Furthermore, factor analysis of the gap score means was performed, revealing the existence of 3 dimensions: customer orientation, reliability and tangibles. Data analysis showed negative gaps between expectations and perception on all three dimensions. Finally, by using the ANOVA test, significant differences among the gap scores of the three different classes of travel agencies (with “A”, “B” and “C” licenses) were determined, both in total and with regard to the identified dimensions. There are a number of areas of the travel agencies’ service quality where enhancements are needed in order to satisfy the customers more fully.

Ključne riječi
service quality; SERVQUAL; expectations; perceptions; travel agencies; Macedonia

Hrčak ID: 104090

URI
https://hrcak.srce.hr/104090

[hrvatski]

Posjeta: 956 *