Impact of Service Quality on Customer Satisfaction of Travel Agency in Kerala - A Case Study

Abstract

Travel agencies are the most important and lowest cost channel of distribution for airlines. They contribute to 80% of total airline tickets sales. They provide clients professional, personalized service and expertise to fulfill travel requests. In this era of e-commerce & e-business the sustainability of travel agencies in the future will be directed, related to their ability of combining the resources they already have with an efficient use of the resources provided in the web. Travel agencies should be able to hunt for bargains in an efficient way and offer service quality to the customers at an affordable price. Hence it is important to assess the service quality of travel agencies with reference to the customer satisfaction. Here the impact of service quality on customer satisfaction is found out.