Hide
Show all
Email this article 
FACTORS INFLUENCING THE QUALITY OF PROVIDED SERVICES IN THE VISION OF TRAVEL AGENTS IN SUCEAVA MUNICIPALITY
Abstract
Taking into account its pragmatic meaning, the success of a travel agency frequently relies on the activity of travel agents. In the process of promoting and selling flat voyages, customer service can be directly influenced by the interaction of factors such as: offer accuracy, sales representatives quality, employee timeliness, politeness of the travel agent, maintaining eye contact etc., all of which are components of the offered product. Thereby, we conducted, within the period 5 - 15 March 2015, a research based on interviews with 26 travel agents from 20 different units, in order to determine their awareness about potential factors that may have an influence on the quality of offered services. By the instrumentality of a questionnaire, we attempted to assess the integrity and loyalty of employees, their attitude regarding the activities they carry, their dissatisfaction, negative and positive factors influencing service quality, and their positioning to the organization and brand.
Keywords
References
Aydin, K., Yildirim, S. (2012) The measurement of service quality with servqual for different domestic airline firms in Turkey. Serbian Journal of Management, 7 (2), p.219.
Caro, L.M, Garcia, J.A.M (2008) Developing a multidimensional and hierarchical service quality model for travel agency industry. Tourism Management, 29 (4), pp. 706-720
Cațan, R.V. (2002) Determinanții calitativi ai serviciilor, in Lucrările simpozionului „Calitate și dezvoltare durabilă”. Facultatea de Merceologie și Managementul Calității, București.
Deloitte & Touche LLP (2007) Global Powers of Retailing, available at http://www.deloitte.com/dtt/cda/doc/content/Global%20Powers%20of%20Retailing.
Hapenciuc, C. V., Condratov, I., Stanciu, P., Cioban, G. (2008) Cercetarea selectivă – Studii de caz, proiecte, Editura Didactică și Pedagogică, București, , p. 23.
Hapenciuc, V., Stanciu, P., Costea, M. (2014) The integration of SAP concept in the evaluation of travel agents from Suceava County through methods such as Mystery Shopping, Revista de Turism, Nr. 17, pp. 22-29.
Ishaq, M.I (2012) Perceived value, Service quality, Corporate image and Customer Loyalty: Empirical Assessment from Pakistan, Serbian Journal of Management, 7(1), pp. 25-36.
Kumar, M., Kee, T.F., Charles, V. (2010) Comparative evaluation of critical factors in delivering service quality of banks, International Journal of Quality&Reliability Management, 27 (3), p. 353, available at http://www.emeraldinsight.com/journals.htm?articleid=1846895&show=abstract.
Kara, D., Uysal, M. et all. (2012) Gender differences on job satisfaction of the five-star hotel employees: The case of the Turkish hotel industry. International Journal of Contemporary Hospitality Management, 24(7), pp. 1047 – 1065.
Stanciu, P. (2012) Tehnica Operatiunilor din Agentiile de Turism, Editura Sedcom Libris, Iasi, p.57.
Snipes, R., Oswald, S.L., LaTour, M., Armenakis, A. (2005) The effects of specific jobs satisfaction facets on customer perceptions of service quality: an employee-level analysis. Journal of Business Research, 58(10), p.1330, available at http://www.sciencedirect.com/science/article/pii/S0148296304001134.
Valcour, M. (2007) Work-based resources as moderators of the relationship between work hours and satisfaction with work family balance. Journal of Applied Psychology, available at http://psycnet.apa.org/journals/apl/92/6/1512/.
Yee. R., Yeung A., Cheng, E. (2008) The impact of employee satisfaction on Quality and Profitability in High-Contact Service Industries, Journal of Operations Management, 26(5), pp. 651-668, available at http://www.sciencedirect.com/science/article/pii/S0272696308000028.
http://www.edenred.com/fr/Press/Documents/Barometre_2014/Barometre_Ipsos_Edenred_2014_EN.pdf, accessed 14 March 2015.
http://turism.gov.ro/informatii-publice/, accessed 11 March 2015.
This work is licensed under a Creative Commons Attribution 3.0 License.