Ανάλυση της ποιότητας παρεχόμενων υπηρεσιών στο λιμένα του Ηρακλείου, χρησιμοποιώντας τη μέθοδο SERVQUAL
Measuring expectations and perceptions of the passengers of the port of Heraklion regarding the service quality offered to them using the SERVQUAL model
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Abstract
This thesis aims to investigate the perceptions and expectations of people who have used the port of Heraklion regarding the level of services they receive. The terms of quality and service quality and then port service quality were analyzed. Then, the important role of the ports and in general the shipping industry in Greece was analyzed. The empirical research used the SERVQUAL model and in the questionnaire, there were 22 statements from the 5 dimensions of the model adapted to the maritime environment and to characteristics that are common to the port services sector to measure both perceptions and expectations. The sample of respondents was 111. The results reveal that the perceptions they fall short of expectations in all 5 dimensions with the main problems concerning the port facilities.
Postgraduate Studies Programme
MBA Tourism Management - Πρόγραμμα Μεταπτυχιακών Σπουδών στη Διοίκηση Επιχειρήσεων - Μάνατζμεντ ΤουρισμούDepartment
Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οργάνωσης και Διοίκησης ΕπιχειρήσεωνNumber of pages
54Language
GreekCollections
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Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα