Study on Servequal Gap Analysis and Quality Excellence in Travel Industry
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 3
Abstract
SERVQUAL Gap Analysis is important to measure the service quality in the organizations. The five SERVQUAL dimension are; Tangibles, Reliability, Responsiveness, Assurance, Empathy. SERVQUAL Gap Analysis made an attempt to “Study on SERVEQUAL Gap Analysis & Quality Excellence in Travel Industry”. Quality is considered as one of the essential figures in differentiation and excellence of services also, it is a premise of upper hand. So, its understanding, measuring, and creating it are imperative challenges for all well being administrations associations. The study deals about quality of services provided in Travel Industry and find the better strategies for providing better services to the customers (Passengers). The survey was done on 100 respondents of various travelers companies in Bangalore that have been collected through structured questionnaire. The data has been analyzed by utilizing one way ANOVA. The research findings states that Majority of passengers rated quality of services to be satisfactory in regard to Transportation Sector.
Authors and Affiliations
Dr. K. Thriveni Kumari
Keywords
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- EP ID EP409898
- DOI 10.9790/487X-2003021924.
- Views 56
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