The User Gap in Service Provided by Travel Agents in Punjab: The Customers View Point
Keywords:
Punjab, GAP, SERVQUAL, RATER, travel agentsAbstract
The present research paper provides valuable insights into the service provided by travel agents in Punjab. SERVQUAL model was used to measure GAP among customer expectations and customer perceptions. A sample of 1000 customers from different cities of Punjab was surveyed by using well structured questionnaire. Hypothesis related to RATER dimensions were formulated and tested by using paired sample t – test with the help of IBM – SPSS 20 software. The findings of the study revealed the existence of significant differences between expectations and perceptions related to all the RATER dimensions.
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