Effects of Internet Travel Booking Sites on Travel Agencies

972 WordsSep 27, 20124 Pages
Running Head: Effects of Internet Travel Booking Sites on Travel Agencies Effects of Internet Travel Booking Sites on Travel Agencies Jessica Bietz University of North Dakota Effects of Internet Travel Booking Sites on Travel Agencies General Introduction Since the birth of the Internet, many people have been using its resources to accommodate their travel needs. Traditionally, people use a travel agent to book their travel plans, but with the convenience of the internet, some might think travel agencies would no longer be needed. The travelers are the front line personnel in retail travel agencies providing services to travelers based on their knowledge and experience (Vasudavan and Standing…show more content…
On the other hand, some authors say that travel agents provide better service than the internet, especially when making complex travel arrangements, answering questions, handling problems and maintaining a relationship with travel consumers. Methodology Participants During spring 2012, 20 random participants were selected to take a paper-form survey. These participants were chosen from the general public. The survey consisted of 20 ranking questions and all participants were given the same survey. The questions investigated the satisfaction of the customers with internet travel services, travel agent services, and cost comparison between the two. Instrument The instrument consisted of 20 questions with three constructs related to the satisfaction of the customers with internet travel services, travel agent services, and cost comparison between the two. The construct of internet satisfaction related to how satisfied the customers were with their previous booking experiences on the internet. The construct of travel agent satisfaction related to how satisfied the customers were with their previous booking experiences with an agent. Cost comparison related to how the customers’ previous experiences compared to each other in terms of cost. The participants rated each question as 6 = strongly agree, 5 = agree, 4 = slightly agree (all some form of agreement), 3 = slightly disagree, 2 = disagree, and 1 = strongly
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