Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the...
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| Format: | Article |
| Language: | English |
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Wydawnictwo SGGW - Warsaw University of Life Sciences Press
2013-06-01
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| Series: | Polityki Europejskie, Finanse i Marketing |
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| Online Access: | https://pefim.sggw.edu.pl/article/view/1392 |
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| author | Julia Wojciechowska-Solis |
| author_facet | Julia Wojciechowska-Solis |
| author_sort | Julia Wojciechowska-Solis |
| collection | DOAJ |
| description | Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfaction with the services is satisfactory to customers, although the difference between provided and expected quality of services forces the travel agency owners to take into considerations that there are critical points that require their immediate intervention to maintain the current level of customer’s interest in their services. Significant impact on the level of customer satisfaction has the financial dimension of the service package as well as trust and professionalism of the staff. |
| format | Article |
| id | doaj-art-01b97c0c0d5d43ce9de4b19bec59d16c |
| institution | Kabale University |
| issn | 2081-3430 2544-0640 |
| language | English |
| publishDate | 2013-06-01 |
| publisher | Wydawnictwo SGGW - Warsaw University of Life Sciences Press |
| record_format | Article |
| series | Polityki Europejskie, Finanse i Marketing |
| spelling | doaj-art-01b97c0c0d5d43ce9de4b19bec59d16c2025-02-03T05:41:08ZengWydawnictwo SGGW - Warsaw University of Life Sciences PressPolityki Europejskie, Finanse i Marketing2081-34302544-06402013-06-019(58)Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketingJulia Wojciechowska-Solis0Uniwersytet Przyrodniczy w Lublinie, Katedra Turystyki i RekreacjiArticle addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfaction with the services is satisfactory to customers, although the difference between provided and expected quality of services forces the travel agency owners to take into considerations that there are critical points that require their immediate intervention to maintain the current level of customer’s interest in their services. Significant impact on the level of customer satisfaction has the financial dimension of the service package as well as trust and professionalism of the staff.https://pefim.sggw.edu.pl/article/view/1392customer’s satisfactionlevel of service qualityexpected qualitytravel agenciesLublin region |
| spellingShingle | Julia Wojciechowska-Solis Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing Polityki Europejskie, Finanse i Marketing customer’s satisfaction level of service quality expected quality travel agencies Lublin region |
| title | Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing |
| title_full | Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing |
| title_fullStr | Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing |
| title_full_unstemmed | Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing |
| title_short | Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing |
| title_sort | survey upon satisfaction of customers using services of travel agencies from lublin province as a key element of contemporary marketing |
| topic | customer’s satisfaction level of service quality expected quality travel agencies Lublin region |
| url | https://pefim.sggw.edu.pl/article/view/1392 |
| work_keys_str_mv | AT juliawojciechowskasolis surveyuponsatisfactionofcustomersusingservicesoftravelagenciesfromlublinprovinceasakeyelementofcontemporarymarketing |