Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing

Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the...

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Main Author: Julia Wojciechowska-Solis
Format: Article
Language:English
Published: Wydawnictwo SGGW - Warsaw University of Life Sciences Press 2013-06-01
Series:Polityki Europejskie, Finanse i Marketing
Subjects:
Online Access:https://pefim.sggw.edu.pl/article/view/1392
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author Julia Wojciechowska-Solis
author_facet Julia Wojciechowska-Solis
author_sort Julia Wojciechowska-Solis
collection DOAJ
description Article addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfaction with the services is satisfactory to customers, although the difference between provided and expected quality of services forces the travel agency owners to take into considerations that there are critical points that require their immediate intervention to maintain the current level of customer’s interest in their services. Significant impact on the level of customer satisfaction has the financial dimension of the service package as well as trust and professionalism of the staff.
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institution Kabale University
issn 2081-3430
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language English
publishDate 2013-06-01
publisher Wydawnictwo SGGW - Warsaw University of Life Sciences Press
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series Polityki Europejskie, Finanse i Marketing
spelling doaj-art-01b97c0c0d5d43ce9de4b19bec59d16c2025-02-03T05:41:08ZengWydawnictwo SGGW - Warsaw University of Life Sciences PressPolityki Europejskie, Finanse i Marketing2081-34302544-06402013-06-019(58)Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketingJulia Wojciechowska-Solis0Uniwersytet Przyrodniczy w Lublinie, Katedra Turystyki i RekreacjiArticle addresses an issue of the relationship between the level of service quality and the customer satisfaction who decided to purchase it. The paper presents results of survey carried out by means of Servqual method in 2012 among 200 customers of travel agencies from Lublin region. The aim of the study was to determine the level of customer’s satisfaction with the services provided by travel agencies (determination of the difference between the quality of service provided by travel agencies and the quality expected by customers). Based on the study, it is concluded that the level of satisfaction with the services is satisfactory to customers, although the difference between provided and expected quality of services forces the travel agency owners to take into considerations that there are critical points that require their immediate intervention to maintain the current level of customer’s interest in their services. Significant impact on the level of customer satisfaction has the financial dimension of the service package as well as trust and professionalism of the staff.https://pefim.sggw.edu.pl/article/view/1392customer’s satisfactionlevel of service qualityexpected qualitytravel agenciesLublin region
spellingShingle Julia Wojciechowska-Solis
Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
Polityki Europejskie, Finanse i Marketing
customer’s satisfaction
level of service quality
expected quality
travel agencies
Lublin region
title Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
title_full Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
title_fullStr Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
title_full_unstemmed Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
title_short Survey upon satisfaction of customers using services of travel agencies from Lublin province as a key element of contemporary marketing
title_sort survey upon satisfaction of customers using services of travel agencies from lublin province as a key element of contemporary marketing
topic customer’s satisfaction
level of service quality
expected quality
travel agencies
Lublin region
url https://pefim.sggw.edu.pl/article/view/1392
work_keys_str_mv AT juliawojciechowskasolis surveyuponsatisfactionofcustomersusingservicesoftravelagenciesfromlublinprovinceasakeyelementofcontemporarymarketing