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SERVQUAL Model Applied to Service Quality and Tourism Hospitality Assessment in Tabriz city

Credit to Download: 1 | Page Numbers 15 | Abstract Views: 107
Year: 2018
COI code: ICMBTU02_379
Paper Language: English

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Authors SERVQUAL Model Applied to Service Quality and Tourism Hospitality Assessment in Tabriz city

Samereh Pourmoradian - PhD candidate, University of Salzburg, Austria
  Naser Sanobar - Associate Professor of University of Tabriz, Iran
Kurt Luger - Professor of University of Salzburg, Austria; UNESCO-Chair holder Cultural Heritage and Tourism


Successful tourism business demands efficient systems of tourism hospitality and it is believedthat in tourism destination management, maximizing travel satisfaction is crucial for asuccessful business. Current research aims to assess the service quality and hospitality oftourism industry and comparing with SERVQUAL Model in Tabriz city. For this goal, theservice quality and hospitality was assessed based on outcome of questioners forms filed outby national and international tourists visited Tabriz city. As first step for assessing tourismhospitality in Tabriz city, the relevant criteria were selected and data were collected. Theanalytical hierarchy process was applied to derive the criteria weights based on experts’ opinionand pairwise comparison matrix. According to the results accessibility is the most impartmentcriteria in assessing tourism hospitality of Tabriz city. The second most important criteria isalso cost which refers the cost of accommodation, food as well as transport system in Tabrizcity. Results also indicated that the managers should identify record and weigh up the impactsof cost-profit and be in a position to prioritize towards a quality improvement process for theirown property.


Service quality and hospitality, SERVQUAL Model, Standards, Tabriz city

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COI code: ICMBTU02_379

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Pourmoradian, Samereh; Naser Sanobar & Kurt Luger, 2018, SERVQUAL Model Applied to Service Quality and Tourism Hospitality Assessment in Tabriz city, 2nd International Management and Business Conference, تبریز, گروه مدیریت دانشگاه تبریز, the text, wherever referred to or an achievement of this article is mentioned, after mentioning the article, inside the parental, the following specifications are written.
First Time: (Pourmoradian, Samereh; Naser Sanobar & Kurt Luger, 2018)
Second and more: (Pourmoradian; Sanobar & Luger, 2018)
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