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

Article English OPEN
Anita Ciunova-Shuleska; Nikolina Palamidovska; Marija Grishin;
  • Publisher: Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations)
  • Journal: Tržište,volume 25,issue 1,pages21-36 (issn: 0353-4790)
  • Publisher copyright policies & self-archiving
  • Subject: service quality | Marketing. Distribution of products | perceptions | service quality, SERVQUAL, expectations, perceptions, travel agencies, Macedonia | HF5410-5417.5 | Macedonia | expectations | travel agencies | SERVQUAL

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... View more
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