Comparative analysis of the viewpoints of customers, employees and managers based on the developed model of service quality gaps - with a case study in the travel agents at the centre of the city of Tehran Online publication date: Thu, 23-Mar-2017
by Arash Shahin; Zahra Mahdavi; Faramarz Shahmohammadi
International Journal of Productivity and Quality Management (IJPQM), Vol. 21, No. 1, 2017
Abstract: The aim of this article is to develop a model of service quality gaps for identifying gaps from the viewpoints of travellers, employees and managers of travel agents at the centre of the city of Tehran. Findings indicate that there is a difference between the viewpoints of travellers and service providers. From the viewpoint of travellers, the highest gap value is related to the dimensions of reliability and assurance, then responsiveness and afterwards, the dimensions of tangibles and empathy; while employees have identified the high gap values in the dimensions of reliability, responsiveness, tangibles, assurance and finally empathy. From the viewpoint of managers, the highest gap value is also related to the dimensions of responsiveness and assurance and then, dimensions of tangibles and empathy, and the lowest gap value is related to reliability.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook