@article { author = {karami, fariba and Derakhshan, Elham and حسن زاده, مهرشاد and صفایی, امید}, title = {An approach on quality improvement of city tourism services with Servequal model (a case study: yasuj city)}, journal = {urban tourism}, volume = {4}, number = {1}, pages = {15-28}, year = {2017}, publisher = {University of Tehran}, issn = {2423-6926}, eissn = {2423-6918}, doi = {10.22059/jut.2017.62000}, abstract = {Tourism industry is increasing incredibly in Today's world. The accelerating growth of this industry has been caused that the 21 century is called the tourism century by most of exports. Yasuj city with natural tourism resources involves high quality. The present study by research on environmental and organizational factors and influential on tourist's satisfaction of yasuj, is providing the suitable cases for tourism improvement. This study is functional and based on a correlation and a questioner is used for data collection. The samples are the tourists that have traveled to yasuj in shahrivar, and also randomly sampling is used because of uncertainly of tourist's numbers. Data analysis is based on correlation. Since this is for evaluating the services quality. Then it has been performed based on tourist's satisfaction. The influential factors in tourism have been determined and they have been classified into environmental and organizational groups. Then, by the use of servequal (gap analysis), the expectation and exceptions of tourists are studied. The results show that there is a positive and significant relationship between environmental and organizational and also tourists satisfaction by the 0/512 and 0/676 factors. Tourism industry is increasing incredibly in Today's world. The accelerating growth of this industry has been caused that the 21 century is called the tourism century by most of exports. Yasuj city with natural tourism resources involves high quality. The present study by research on environmental and organizational factors and influential on tourist's satisfaction of yasuj, is providing the suitable cases for tourism improvement. This study is functional and based on a correlation and a questioner is used for data collection. The samples are the tourists that have traveled to yasuj in shahrivar, and also randomly sampling is used because of uncertainly of tourist's numbers. Data analysis is based on correlation. Since this is for evaluating the services quality. Then it has been performed based on tourist's satisfaction. The influential factors in tourism have been determined and they have been classified into environmental and organizational groups. Then, by the use of servequal (gap analysis), the expectation and exceptions of tourists are studied. a}, keywords = {Urban Tourism,Yasuj city,servequal model,Tourism Services}, title_fa = {رهیافتی بربهبودکیفیت خدمات گردشگری شهری با استفاده از مدل سرکوال (مطالعه موردی:شهریاسوج)}, abstract_fa = {صنعت گردشگری در جهان امروز به سرعت در حال رشد است. رشد روز افزون و شتابنده صنعت گردشگری باعث شده است که بسیاری از صاحب نظران قرن 21 را قرن گردشگری بدانند. شهریاسوج ازشهرهایی است که به لحاظ برخورداری از منابع گردشگری طبیعی از قابلیت بالایی برخوردار است. پژوهش حاضر با بررسی عوامل سازمانی و محیطی موثردررضایت گردشگران شهریاسوج، درصددفراهم آوردن زمینه های مناسب برای توسعه گردشگری است. پژوهش حاضر از نظر هدف کاربردی است وبه روش همبستگی انجام شده و از پرسشنامه به عنوان ابزار اصلی گردآوری اطلاعات استفاده شد. جامعه آماری گردشگرانی هستند که در بازه ی زمانی شهریورماه به شهر یاسوج سفر کرده اند. با توجه به نامشخص بودن تعداد گردشگران از نمونه گیری تصادفی قابل دسترس استفاده شد. برای تحلیل سوال ها جهت تایید یا رد فرضیه ها ازضریب همبستگی استفاده شد. ازآنجا که این بررسی با هدف ارزیابی کیفیت خدمات با مولفه رضایت از خدمات گردشگری انجام شده است،عوامل موثردرگردشگری شناسایی ودردوطبقه عوامل محیطی وسازمانی قرارگرفتند. سپس با استفاده از مدل سرکوال(تحلیل شکاف) به بررسی شکاف انتظارات و ادراک گردشگران پرداخته شد. یافته های پژوهش نشان داد بین عوامل محیطی و سازمانی و رضایت گردشگران به ترتیب با ضریب512/0و 676/0رابطه مثبت و معناداری وجود دارد.}, keywords_fa = {گردشگری شهری,شهریاسوج,مدل سروکوآل,خدمات گردشگری}, url = {https://jut.ut.ac.ir/article_62000.html}, eprint = {https://jut.ut.ac.ir/article_62000_5b6f6c82026496ab6d95d0b7d4c6e2ac.pdf} }