Development of a multiple-item scale for measuring customer satisfaction in travel agencies services

被引：70
|
作者：
Millán, A
Esteban, A
机构：
[1] Univ Castilla La Mancha, Fac Derecho & Ciencias Sociales, E-13071 Ciudad Real, Spain
[2] Univ Castilla La Mancha, Fac Ciencias Juridicas & Sociales, E-45071 Toledo, Spain
来源：
TOURISM MANAGEMENT | 2004年 / 25卷 / 05期
关键词：
travel agents; satisfaction; scale; competitive strategy;
D O I：
10.1016/j.tourman.2003.07.002
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
Travel agencies play a fundamental role in the development of the tourist sector in Spain, and they face intense change in their competitive environment. In this context, the main aim of this survey is to identify and evaluate those elements and dimensions that determine client satisfaction through the service offered by travel agencies. In order to achieve this objective marketing literature concerning customer satisfaction has been reviewed and a satisfaction scale constructed, that measures and evaluates the satisfaction of customers in using travel agency services. (C) 2003 Elsevier Ltd. All rights reserved.
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页码：533 / 546
页数：14
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