Factors affecting customer evaluation of service quality in travel agencies: an investigation of customer perceptions

Article Abstract:

Two full-service, mid-sized travel agencies were studied to identify the dimensions travelers use in evaluating agency service quality. Using regression analysis, questionnaires based on 10 dimensions established by Parasuraman, Zeithaml and Berry in 1984 yielded six variables according to which service quality was determined. This suggests that the concept of service quality has many dimensions, of which corporate image (beta=.65) is the most significant, together with qualities relating to service delivery and agent performance.

Research, Customer service, Consumer confidence, Regression analysis

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Evaluating small travel agency productivity

Article Abstract:

Complex changes in the world economy have a significant effect on the travel industry. Travel agencies need to focus on the productivity aspect in terms of efficiency and effectiveness in order to remain operational. There is a need for a high degree of commitment on the part of travel agencies in addressing productivity problems. A thorough and systematic approach which incorporates enthusiasm and know-how into account can do much in coping with any given situation.

Analysis, Evaluation, Travel industry, Industrial productivity

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Relationship marketing and information and communication technologies: Analysis of retail travel agencies

Article Abstract:

A study that analyzes, the Internet's effect as a new distribution channel on traditional retail travel agencies, and evaluates the opportunities it offers them is presented.

United States, Marketing procedures, Travel Agents, Travel Agencies, Internet, Customer relations, E-commerce

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