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

• Main Authors: Ida Vajčnerová, Kateřina Ryglová
• Format: Article
• Language: English
• Published: Mendel University Press 2014-01-01
• Series: Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis
• Subjects: tourism services providers; service quality; quality dimension; assurance
• Online Access: https://acta.mendelu.cz/62/6/1493/

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.