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http://dx.doi.org/10.13067/JKIECS.2016.11.11.1113

The Information Search Behavior for Service Quality of Travel Agents  

Chun, Chang-Suk (Dept. of Tourism Management, Namseoul University)
Publication Information
The Journal of the Korea institute of electronic communication sciences / v.11, no.11, 2016 , pp. 1113-1120 More about this Journal
Abstract
The purpose of this study is to find the important travel agency service quality factors in relation to the amount of information search efforts through major information channels of customers such as interpersonal source, retailer source, and external media source. Factor analysis using varimax rotation was performed and 20 service attributes of travel agent was reduced to 6 factors; convenience system, personal service, customer maintaining service, reputation, atmosphere and accessibility. According to MANOVA analysis there are significant differences in the service quality factor due to the type of source and amount of efforts of information search.
Keywords
Information Search; Service Quality; Interpersonal Source; Retailer Source; Media Source;
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Times Cited By KSCI : 3  (Citation Analysis)
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