Acta Univ. Agric. Silvic. Mendelianae Brun. 2014, 62, 1493-1497

https://doi.org/10.11118/actaun201462061493
Published online 2015-01-17

Key Factors of Quality in the Sector of Tourism Services Providers: Case Study: Czech Republic

Ida Vajčnerová1, Kateřina Ryglová2

1Department of Management, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
2Department of Marketing and Trade, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

The paper summarizes main results of partial research aimed at detection of the key factors affecting quality in the sector of tourism services providers, namely tour operators and travel agencies. A primary questionnaire survey was conducted; the researched factors were distributed in the context of service quality dimensions (Grönroos model); the dimensions were tested in relation to sex, age and education of the respondents (ANOVA; Brown-Forsythe test). Assurance was identified as the most important dimension. The output of the study is determining the significance of individual quality factors from the perspective of a potential customer when selecting a service provider.

References

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