نوع مقاله : مقاله پژوهشی
نویسندگان
1 استادیار مدیریت دانشگاه علم و هنر
2 دانشگاه علم و هنر، یزد، ایران
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
Travel is a small but meaningful word that has been associated with humanity since the beginning of creation. If you travel to the name of a tourist and study it from an economics perspective, we will face one of the most profitable industries in the international arena. In this regard, tourism offices have a significant share in this area. This research was conducted to evaluate the quality of service of tourist offices using the SERVQUAL methodology, which is a tool for measuring the quality of services and identifying and analyzing existing gaps between expectations and perceptions of service recipients. The statistical population of this study was 384 people who were referred to tourism service offices in Yazd city. The results of the research indicate that there is a significant gap between the expected services and the services provided to customers by these offices in all five dimensions of service quality. With these results, the tourist service offices have not been able to cover the expectations of customers in this dimension, so these offices should try to reduce these distances.
کلیدواژهها [English]
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