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| Author: | Lam, T. Zhang, H. Q. |
| Title: | Service quality of travel agents: the case of travel agents in Hong Kong. |
| Journal: | Tourism Management
1999 : JUN, VOL. 20:3, p. 341-349 |
| Index terms: | Tourism Travel agents Service management Hong Kong |
| Language: | eng |
| Abstract: | The purpose of this study is to assess customers' expectations and perceptions of service provided by travel agents, and to explore how the service factors derived from the factor analysis were related to overall customer satisfaction. The results show that customers' perceptions of service quality fall short of their expectations, with the reliability dimension having the largest gap. |
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