Measuring Service Quality in the Travel and Tourism Industry
- 1 October 1991
- journal article
- research article
- Published by SAGE Publications in Journal of Travel Research
- Vol. 30 (2), 2-9
- https://doi.org/10.1177/004728759103000201
Abstract
The SERVQUAL instrument has been proposed as an instrument for the measurement of perceived service quality within a wide range of service categories. The current research examines both the operation of the scale and its management implications in four major sectors of the travel and tourism industry. Concerns regarding the SERVQUAL scale and its limitations and problems are discussed; within and across service category comparisons are also considered. Finally, other areas requiring attention in the area of quality of service are suggested.Keywords
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