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Service quality of Thai travel agency, Thailand Resor AB, in Sweden
Mälardalen University, School of Sustainable Development of Society and Technology. (2279)
Mälardalen University, School of Sustainable Development of Society and Technology. (2279)
2009 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. The dimension of tangibles (equipment, physical facilities, etc.), empathy (ability to see through the customer’s eyes), responstiveness (willingness to help and provide prompt service), and reliability (doing what company have promised) were adjusted consequencely. The respondents highlighted the following key quality factors of their expectations; be treated with respect, be listened to and be dedicated attention, more friendly staffs, get the accoracy information. Some respondent have fuzzy expectations that he company have to further discover the real expectations by providing gauidance to their staffs to encourage them to ask questions.

Place, publisher, year, edition, pages
2009. , p. 58
Identifiers
URN: urn:nbn:se:mdh:diva-7819OAI: oai:DiVA.org:mdh-7819DiVA, id: diva2:290949
Presentation
2009-11-23, 00:00 (English)
Uppsok
Social and Behavioural Science, Law
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Examiners
Available from: 2010-03-15 Created: 2010-01-28 Last updated: 2010-03-15Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
  • rtf