Service quality and university students' satisfaction on the travel agencies: An empirical investigation from Northern Cyprus

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dc.contributor.authorTuran Katircioglu S.
dc.contributor.authorMehtap-Smadi S.
dc.contributor.authorKilinç C.
dc.contributor.authorÜnlücan D.
dc.date.accessioned2020-03-26T18:32:58Z
dc.date.available2020-03-26T18:32:58Z
dc.date.issued2012
dc.departmentSelçuk Üniversitesien_US
dc.description.abstractThere are international students studying in the universities of Northern Cyprus that come from more than 68 countries. Travel agencies are among those firms which are affected the most from these international students. Therefore, the purpose of this study is to investigate how international students perceive travel agency services by using the SERVQUAL instrument. A total of 579 university students studying at the universities of Northern Cyprus responded to a revised version of the SERVQUAL instrument. After a descriptive analysis, a multivariate regression was used to estimate the impact of service quality dimensions on overall student satisfaction and positive word of mouth. Research results reveal that the expectations of university students are not met and that the largest gap was found in the “empathy” dimension. Results also reveal that the service quality perceptions of Turkish students coming from Turkey significantly differ from that of Turkish Cypriot and other overseas students. The “responsiveness” dimension has the largest influence on student satisfaction in the case of Turkish Cypriot and other overseas students, and the “empathy” dimension has the largest influence on the satisfaction of Turkish students coming from Turkey. Finally, overall satisfaction of all students has a positive and statistically significant impact on their word of mouth. Millions of students pursue their higher education abroad; therefore, they extensively benefit from travel agencies. The present study is the first of its kind that investigates service quality evaluations and satisfaction levels of international students for travel agencies in Northern Cyprus, a non-recognized small island state that managed to attract international students from more than 69 different countries. © 2012, Emerald Group Publishing Limiteden_US
dc.identifier.doi10.1108/17566691211269602en_US
dc.identifier.endpage311en_US
dc.identifier.issn1756669Xen_US
dc.identifier.issue3en_US
dc.identifier.scopusqualityN/Aen_US
dc.identifier.startpage299en_US
dc.identifier.urihttps://dx.doi.org/10.1108/17566691211269602
dc.identifier.urihttps://hdl.handle.net/20.500.12395/28812
dc.identifier.volume4en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.relation.ispartofInternational Journal of Quality and Service Sciencesen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.selcuk20240510_oaigen_US
dc.subjectCustomer satisfactionen_US
dc.subjectCyprusen_US
dc.subjectHigher educationen_US
dc.subjectSERVQUALen_US
dc.subjectStudentsen_US
dc.subjectTravel agenciesen_US
dc.titleService quality and university students' satisfaction on the travel agencies: An empirical investigation from Northern Cyprusen_US
dc.typeArticleen_US

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