여행사 상용관광 서비스 품질이 고객만족에 미치는 영향 연구 = A Study on the Quality of Travel Argents` Business Travel Service on Customer Satisfaction

다국어 초록 (Multilingual Abstract)

The present study purposed to provide an empirical ground for marketers at travel agents to develop business strategies by examining the effects of business travelers` awareness of the importance of business travel service quality factors on their customer satisfaction. Data were collected by using questionnaires which were based on common measures from the literatures and the quality of agents` business travel service and the basic concepts of customer satisfaction. 300 self-administered questionnaires were utilized for analysis. The results of this study presented the business travel service factors, business service, ability and image were found to be important. Customers` satisfaction with travel agents was also significantly affected by business service and ability and, in turn, customers` satisfaction was found to affect their loyalty. This suggests that travel agents need to improve their basic abilities related to business travelers and develop various business travel services.