تقييم جودة خدمات الوكالات السياحية من وجهة نظر الزبائن

معتز ،عبد الجليل, بلحاج ،رحال

Please use this identifier to cite or link to this item: http://dspace.centre-univ-mila.dz/jspui/handle/123456789/367

Title:	تقييم جودة خدمات الوكالات السياحية من وجهة نظر الزبائن
Other Titles:	-دراسة حالة وكالة بونقير للسياحة والسفر- شلغوم العيد ميلة
Authors:	معتز ،عبد الجليل, بلحاج ،رحال
Keywords:	الخدمة، جودة الخدمة ،الزبائن ، أبعاد الجودة ،الوكالة السياحية service, quality of service, customers, quality dimensions, tourist, agency
Issue Date:	Jun-2019
Publisher:	Abdelhafid boussouf university Centre mila
Description:	n this study, we tried to evaluate the quality of the services provided by the Bounekir Travel and Tourism Agency from point of view of their costumers . In order to achieve the aims of the study, we used performance model (servperf) its five dimensions, which focuses on measuring the real performance of service provided to costumers, the problematic of study is to measure the quality of service provided by the travel agency, we applied the model through a questionnaire distributed to a sample of 180 costumers of the travel agency, was then retrieved 150 suitable for analysis and later collect Data and analyze them using the SPSS24 program. In the end, it was concluded that customer evaluation of the quality of services offered to them by the Bounekir Travel and Tourism Agency is of a high standard, in terms of dimensions of physical quality guide, Security, Response, Sympathy, and Reliability is in a very close proportions, therefore, we recommend that the agency should maintain this level of quality in services.
URI:	http://dspace.centre-univ-mila.dz/jspui/handle/123456789/367
Appears in Collections:	Business and management economics

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