The difference of travel service quality attributes of travel service provider according to information search channel

Abstract

The Purpose of this study is to understand the important service quality attributes of travel service providers according to information sources. It is important to understand the differnec of service quality attributes which is important when consumers make a decision to purchase travel service. The three major channels using for information gathering to purchase travel service are known as interpersonal channel, service provider channel, and internet. Six core components of service quality are identified, namely, personal service, convenience system, customer relationship, reputation, responsiveness, and accessibility. We confirm that the important service quality attributes of tourism service providers are significantly different according to the level of information search efforts in every three information search channel.