Designing a mathematical model for indicators of service quality in the tourism industry based on SERVQUAL and Rembrandt methods Online publication date: Fri, 29-May-2015
by Amir Karbassi Yazdi
International Journal of Productivity and Quality Management (IJPQM), Vol. 15, No. 4, 2015
Abstract: The present study investigates the 'road map' of service quality in the tourism industry in Iran. The priority dimensions and indicators of SERVQUAL for allocating limited resources such as time, budget, and human resources to quality improvement programmes (QIPs) were determined. The Rembrandt method, an improved form of analytical hierarchy process (AHP), was used to prioritise indicators for implementation of QIPs in travel agencies. To improve customer satisfaction, travel agencies must focus on various vital issues with varied degree of preferences. Since their resources are limited, they must also choose the most efficient QIPs to implement. The present study aims to identify the most important dimensions and indicators of each issue and rank them based on the quality of service. This 'road map' will enable travel agencies apportion their limited resources more efficiently, in order to improve their services.
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