Analysis of the Quality of Travel Organization Services From the Point of View of JSC “Kelionių centras” Customers

Abstract

The article analyzes the theoretical aspects of travel organization service and its place in the tourism business. The main characteristics of an individual service and cooperation between the provider of the service and the customer were distinguished as well as its importance while highlighting the characteristics of the travel organization service. Quality attributes and methods of the provision of travel organization services were determined. The SERVQUAL method was chosen for the empirical research, which was used to assess customers' perception of the quality of services, and the main criteria for the quality of services were distinguished. On the basis of this method, a questionnaire was drawn up and 105 customers of a particular travel operator as well as all employees of the company were interviewed. The analysis of the survey results made it possible to determine the perception of the quality of the travel operator as the service provider and customer as well as to assess the needs of the customers.

Key words: travel organization service, travel operator, customer’ needs, quality of travel operator service.