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

Ida Vajčnerová and Kateřina Ryglová
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Ida Vajčnerová: Department of Management, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic
Kateřina Ryglová: Department of Marketing and Trade, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2014, vol. 62, issue 6, 1493-1497

Abstract: 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.

Keywords: tourism services providers; service quality; quality dimension; assurance (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:mup:actaun:actaun_2014062061493

DOI: 10.11118/actaun201462061493

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