Service quality as travel agencies business improvement factor

Abstract

Travel agencies play a very important role in the tourism market. Contribution of travel agencies is a result of the role that they have in tourist traffic and travel facilitation. They appear as mediators between tourists that require a range of services and business entities that provide those services. Their main task is, therefore, to connect a large number of subjects on the tourism demand side and a number of entities (public and private sector) on the supply side. One of the key factors in achieving and maintaining the competitive advantage of travel agencies in the market is a high quality of services which provided tourist satisfaction. Travel agencies can achieve a competitive advantage by providing complete and continuous quality of service. Only those travel agencies that meet the expectations and demands of tourists in terms of the quality of services will be able to retain the existing and attract new tourists. In modern times, therefore, the quality is a key factor for the survival of travel agencies in the market. The aim of this paper is to emphasize the importance of quality of services for the improvement of the overall business operations of travel agencies.