An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia

An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia

This paper investigates the service quality of travel agencies in the Republic of Macedonia from a customer perspective. Its authors applied a modified version of the SERVQUAL instrument for measuring service quality. The results of the performed paired sample t-testing indicated significant differe...

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Bibliographic Details
Main Authors: Anita Ciunova-Shuleska, Nikolina Palamidovska, Marija Grishin
Format: Article
Language:English
Published: Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations) 2013-06-01
Series:Tržište
Subjects:
service quality
SERVQUAL
expectations
perceptions
travel agencies
Macedonia
Online Access:http://hrcak.srce.hr/file/153049

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