Relationship between RATER Service Quality Dimensions and Customer Satisfaction – Study on Travel agents in Punjab

Abstract

The research study aims to focuses on significant relationship between RATER service quality dimensions and satisfaction of the customers of the travel agents in Punjab, to achieve this objective the researcher used self-administrative questionnaire to collect primary data from 1000 customers by using non probability convenience sampling technique. Opinions on customer satisfaction were recorded on 7 point semantic differential scale and RATER dimensions were quantified by using 21 item SERVQUAL instrument. This study employed a descriptive single cross sectional design. Research study used IBM SPSS version 20 for multiple regression model and ANNOVA test. Findings of the research study revealed the existence of statistically signification relationship between RATER service quality dimensions and customer satisfaction