Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process

Wen-Yu Chen and Chia-Yuan Hsu
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Wen-Yu Chen: Department of Tourism Industry, Chinese Culture University, 55 Hwa-Kang Road, Yang-Ming-Shan, Taipei, Taiwan 11114, ROC
Chia-Yuan Hsu: Department of Food and Beverage Management, Yuanpei University, 306 Yuanpei Street, HsinChu 30015, Taiwan, ROC

Tourism Economics, 2012, vol. 18, issue 2, 295-310

Abstract: This study is concerned with the evaluation of the service quality performance of the business partners of small and medium-sized travel agencies. Assessment dimensions and criteria were collected from 36 senior travel managers using the critical incident technique (CIT) and from 56 general managers at different travel agencies using the analytic hierarchy process (AHP) to calculate overall weights and priorities for each criterion. The research results indicated that ‘timely information’, ‘the particularity of the scenic spot’ and ‘vehicle quality’ were the three primary evaluation criteria. The results are intended to assist foreign tour operators in improving their service quality and performance and, moreover, to provide small and medium-sized Chinese travel agencies with objective evaluation criteria for choosing the most appropriate business partners.

Keywords: group package tour; tour operator; service quality; critical incident technique; analytic hierarchy process (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:sae:toueco:v:18:y:2012:i:2:p:295-310

DOI: 10.5367/te.2012.0114

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