1Research Scholar, I.K. Gujral Punjab Technical University, Jalandhar, Punjab, India. Email id: raju.rosha@gmail.com
2Associate Professor, Department of Business Administration, Guru Nanak Dev Engineering College (GNDEC), Ludhiana, Punjab, India
Online published on 23 November, 2018.
Land of five rivers, Punjab is situated in the northwestern corner of the India. There are 25, 000 travel agents in Punjab doing business of $ 600 million/year. Research study was aimed to gain an empirical understanding for service quality gap between expectation and perception level of customers in the service provided by travel agents. This study employed a descriptive single cross sectional design and questionnaire was considered an appropriate approach to collect the data. The sample size of 1000 was selected by convenience sampling procedure. The data were collected in the state of Punjab only. This may limit the generalizations of the research findings to the travel agents of other states of India. In totality, this study contributes for the establishment of new theories, and concepts with reasonable degree of certainty.
Punjab, GAP, RATER Dimensions, SERVQUAL, Travel Agents, Satisfaction, Perceptions, Behaviour Intentions,
