Study the Impact of TSPQ and Analysis the Relationship among Staff, Customers and TI FP

International Journal of Social Communication Sciences

مقاله 2، دوره 02، شماره 04، اسفند 2012، صفحه 17-22   

نوع مقاله: Scientific-research

چکیده

The main aim of this study is to Study the Impact of Tourist Service Perceived Quality (TSPQ) and Analysis the Relationship among Staff, Customers and Tourist Industry Financial Performance(TIFP). In other word, The purpose of this study is to explore certain options and to suggest them to tourist agencies managers in terms of establishing and elevating service quality level as well as to study the  relationship between the staff and customers in order to increase financial performance of the agencies in Gheshm Free Zone. The proposed conceptual model is based on Dong Kyun Yu (2007). The questionnaire was distributed among the sample group (n=50, tourist agencies staff in Gheshm) who were selected in simple random method. The questionnaire contained 26 items. The responses were collected and the data were classified, encoded and analyzed as follows: The model variants were tested based on Pearson Correlation Coefficient, regression and SPSS software. The results indicated that there is a direct and positive relationship between the variants (customer perception, customer satisfaction) and indirect relationship between (staff training and service quality) and the hypotheses were proved.

کلیدواژه‌ها

customer perception؛ service perceived quality؛ customer satisfaction؛ Financial Performance؛ staff training

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