MEASURING SERVICE QUALITY IN TOUR GUIDING: A SERVQUAL APPRACH
Journal Title: The Journal of International Social Research - Year 2013, Vol 6, Issue 27
Abstract
Considered as one of the most central professions in the tourism system, tour guiding has its place in the system with labor-intensive character. Notwithstanding its labor-intensive character and numerous studies on such elements of the system as hospitality, tourists, travel and so forth, it will not be wrong to assert that the number of studies into tour guiding is quite limited. It should always be kept in mind that services are merited by the perceptions of people concerned. This study sets out to examine SERVQUAL in tour guiding services. The model employed in this study is based on factor-analyzed 22 items on service quality and on computed SERVQUAL points, formulated as perceived quality minus expected quality.
Authors and Affiliations
Yalçın ARSLANTURK, Özlem ALTUNÖZ
Keywords
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