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Type of publication: Straipsnis konferencijos medžiagoje kitose duomenų bazėse / Article in conference proceedings in other databases (P1c)
Field of Science: Vadyba / Management (S003)
Author(s): Pilelienė, Lina;Šimkus, Audrius
Title: Determination of tour operators' service quality perception in Lithuania
Is part of: Practice and research in private and public sector [elektroninis išteklius] : international scientific conference, April 26-27, 2012: conference proceedings. , [2012]
Extent: p. 162-170
Date: 2012
Note: Tomo antraštė: International scientific conference : conference proceedings : [April 26-27, 2012]
Keywords: Vartotojų suvokimas;Paslaugų kokybė;Kelionių organizatoriai;Customer perception;Service quality;Tour operator
Abstract: The field of services can be named as one of the most rapidly growing economic sectors in Lithuania. The trend is important in tourism industry, where competition as well as processes of changing consumer requirements is constantly intensifying. This encourages organizations to pay greater attention to recognition of customer expectations, constant improvements of the main competitive advantage – service quality. Customer satisfaction depends on the fulfilment of service quality dimensions, such as tangibility, reliability, assurance, responsiveness, and empathy. Accordingly, it is necessary for service organizations such as tour operators to understand the most important service quality dimensions for their customers. The findings reveal the incapacity of tour operators to percept and detect customer expectations; this resulted in discrepancies between quality standards and service provision process perceived by customers
Affiliation(s): Ekonomikos ir vadybos fakultetas
Marketingo katedra
Vytauto Didžiojo universitetas
Appears in Collections:Universiteto mokslo publikacijos / University Research Publications

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