The Instrument for Measuring the Group Package Tour Service Quality
碩士 === 中國文化大學 === 觀光事業研究所 === 92 === Most travel agencies in Asia countries always operate their outbound travel by group package tour (GPT). Suppliers from travel related industries offer the raw materi-als to travel agencies, and travel agencies combined and packaged them. The measuring scale of G...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2004
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| Online Access: | http://ndltd.ncl.edu.tw/handle/97236318407151957176 |
| Summary: | 碩士 === 中國文化大學 === 觀光事業研究所 === 92 === Most travel agencies in Asia countries always operate their outbound travel by group package tour (GPT). Suppliers from travel related industries offer the raw materi-als to travel agencies, and travel agencies combined and packaged them. The measuring scale of GPT service quality naturally includes the items of materials sources from sup-pliers. Travel agencies cover all the design and packaging of GPT. Therefore, it should be better to evaluate the GPT service quality from the viewpoint of itineraries arranging by travel agencies.
The purpose of this study is to develop an instrument for measuring GPT service quality. This scale has been developed the following two ways: the traditional viewpoint of customers and the process of scale developing by travel agencies. We adopted nine steps to build the GPT service quality scale by modifying the developing procedure of SERVQUAL from Parasuraman et al. (1988). Exploratory factor analysis (EFA) re-vealed twenty-seven items in six dimensions. Confirmatory factor analysis (CFA) vali-dated the reliability and convergent validity and discriminant validity of this scale.
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