• ISSN: 1307-9581
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MEASURING SERVICE QUALITY IN TOUR GUIDING: A SERVQUAL APPRACH

Abstract

Author(s): Yalçın ARSLANTURK, Özlem ALTUNÖZ, Azade Özlem ÇALIK

Considered as one of the most central professions in the tourism system, tour guiding has its place in the system with labor-intensive character. Notwithstanding its labor-intensive character and numerous studies on such elements of the system as hospitality, tourists, travel and so forth, it will not be wrong to assert that the number of studies into tour guiding is quite limited.

It should always be kept in mind that services are merited by the perceptions of people concerned. This study sets out to examine SERVQUAL in tour guiding services. The model employed in this study is based on factor-analyzed 22 items on service quality and on computed SERVQUAL points, formulated as perceived quality minus expected quality.

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  • The Journal of International Social Research / Uluslararası Sosyal Araştırmalar Dergisi ISSN: 1307-9581, an international, peer-reviewed, on the web publication, from 2007 will be issued least four times annualy.
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