Global Journal of Commerce & Management Perspective
Open Access

Abstract

Principal Component Factor Analysis of Rater Service Quality Dimensions for Travel Agents in Punjab: A Customer Perspective

Raju Rosha & Dr. Navdeep Kaur

This research study is the part of an assessment of service quality provided by travel agents in the state of Punjab. The main aim is to validate the RATER service quality dimensions measured with SERVQUAL scale related to travel agents across Punjab. Principal component analysis (PCA) was carried out for orthogonal transformation of variables by using IBM SPSS -20. The sample size of 1000 customers was surveyed from different travel agents in a single cross sectional survey wherein a SRQ (self administrated questionnaire) was used. In given research study, the researcher further divided twenty-one questions into the five elements suggested by SERVQUAL researchers Parasuraman. These five elements are tangible, reliability, responsiveness, assurance, and empathy