Investigating Service Quality and Customer Satisfaction in the Tourism Sector: An Integration of Persian-Language Studies

Several studies have examined the quality of tourism services and its effects on customer satisfaction - an issue closely related to the culture and sociology of Iranian civilization. All the efforts of tourism firms are centered around getting customer satisfaction to ensure their business environment. Hence, the collection and compilation of the results of Persian-language studies is considered as a theoretical and practical need. The current study was conducted to integrate Persian-language scientific studies regarding the quality of tourism services and customer satisfaction. The study aimed at investigating the effect of service quality on customer satisfaction. This qualitative study was a meta-synthesis research, which emphasized on the conducted studies. Thus, according to the selected keywords, 20 valid studies were collected from Scientific Information Databases (Jihad-e Daneshgahi). The results showed that many factors indirectly affect service quality and customer satisfaction, which is less dealt with. Public infrastructure, laws and regulations, mental and promotional elements have been considered some of these factors. The methodology of the collected studies was mostly quantitative or integrated. However, it seems that emphasizing on qualitative studies is required for the better understanding and description of the relationship between these concepts. Not much innovation and creativity in this area has been because of excessive emphasis on the evaluation of the non-native service quality. It seems that future studies can plan and state problems in this regard.