여행사의 고객만족 결정요인에 관한 연구:구매 프로세스를 중심으로A study on Determinants of Customer Satisfaction in Travel Agencies: Focusing on purchase process
- Other Titles
- A study on Determinants of Customer Satisfaction in Travel Agencies: Focusing on purchase process
- Authors
- Kim, Hye-Ran
- Issue Date
- 2016
- Publisher
- 대한관광경영학회
- Keywords
- 여행사; 구매프로세스; 고객만족; 고객충성도; 불만; travel agencies; purchase process; customer satisfaction; customer loyalty; complaints
- Citation
- 관광연구, v.31, no.5, pp.379 - 396
- Journal Title
- 관광연구
- Volume
- 31
- Number
- 5
- Start Page
- 379
- End Page
- 396
- URI
- https://scholarworks.bwise.kr/hongik/handle/2020.sw.hongik/13446
- DOI
- 10.21719/KJTR.31.5.19
- ISSN
- 1226-2501
- Abstract
- This study is to investigate customer satisfaction with purchase process of travel agencies given the rapid development of the tourism industry. Literature review proposed three antecedents and consequences and a survey collected 333 usable responses which have been used for analyses. As a result, channel attractiveness, contents quality, and ordering process quality have been found to influence satisfaction. Customer loyalty as positive response and complaints as negative response were presented as the consequences of customer satisfaction with purchase process in travel agencies. The key findings and the variables of this research can provide practitioners who are absorbed in developing new tour packages with implications for competitive strategies to improve customer satisfaction and keep long-term customer relationships by purchase process management.
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Collections - College of Business Management > E-marketing Major > 1. Journal Articles
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