The Study On The Establishment About Service Quality Control System Of Travel Agency

Travel agency is the window of the tourist industry, and the service quality of travel agencies will have a direct relationship with the quality of tourists' travel, and also affects the whole tourism industry's image. But with the development of the travel agencies in our country, the situation is not optimistic, tourists have a low degree of satisfaction, services market is confused, standardized service level is not high, these problems seriously affect the quality of tourists' travel. In order to obtain the satisfaction of tourists, the service quality control of travel agency is an important part in the management of travel agencies that can not be overlooked. Therefore, this paper from the perspective of establishing the travel agency service quality control system to explore the solutions to the problems that travel agencies can control the quality of service, and continually improving the quality of services, thereby enhancing tourist satisfaction, jumping out of low-quality price competition, and laying the foundation for long-term development.This paper study the issue of service quality in travel agencies, providing the measures with reasonable control of the travel agency service quality, and also providing a theoretical reference solution with a view to the issue of the quality of China's current travel agencies, and hope to guide practice.This paper uses the method of combination with analysis and categorization, theory research and empirical research. The basic point of innovation is making clear the feature of experience good of travel agency services, and further pointed out that this feature is the root which leading to the problem of travel agency service quality. On this basis, relevant literature in order, as well as interviews with the staff of travel agencies inspired the establishment of a systematic quality control of the travel agency services model and made a rational response and recommendations.This paper has six components:The first part is the introduction, a thesis on the main topics, research background, purpose and significance of research ideas, research methods and research innovation, and so forth.The second part is literature review and related concepts defined, and mainly focused on literature summary which provides a theoretical basis, and explain the relevant concepts by the use of paper.The third part is about the root of travel agency services quality problems. This chapter analyzes the experience good of travel agency services, and pointed out the experience feature, from the moral hazard and tourists' adverse selection these two aspects, is the root which leading to the services quality problems.Partâ…£is about the travel agency services quality control of the status quo, mainly through empirical analysis, using internal interviews on the travel agency staff to investigate and, in conjunction with my own internship experience, summed up the quality of service control of the six major issues: lack of quality of service control system; lack the quality of service management and control among the elite suppliers to travel agencies; lack of initiative, for remedial services still remain in the handling of complaints; the phenomenon of contract or link makes it difficult for travel agencies to effectively control the quality of services; the service quality information systems are imperfect; internal customers enthusiasm for work is not high.Partâ…¤is about the travel agency services quality control system model. This chapter analyzes the specialty of service quality control and the principles to establish the control system at first. Then from the internal control and external control these two angles to establish quality control model of travel agency services. It focuses on internal control which has four subsystems: demand identification of related person or enterprise; design and development of tourist route; services procurement supply; services operation. External control mainly through the administrative control of the tourism administrative departments and the supervision of the travel agencies association. At last, concludes with an effective way to the quality control: make clearly the objectives of travel agency services quality control; strengthen the control of service provider's quality, carry out supply chain management; take full advantage of remedial services to make up for service failures; develop an effective service quality information system; norm and guide the system of contract or link; improve the administrative control of travel agency management departments; improve the oversight function of travel agencies association.Partâ…¥, the last part is to sum up this paper. This chapter summarized the inadequacies and the direction of future studies.