Components of package tour quality

Abstract

Although package tours make a significant part of travel industry, dimensions of their quality and their impact on tourist satisfaction is overlooked in the literature. This study designed as a preliminary study aimed to determine relative importance of package tour quality items and their relationship with tourist satisfaction. A total of 73 surveys were collected from tourists who have recently experienced a package tour. Analysis of data revealed that all suggested package tour quality dimensions had a positive and significant relationship with satisfaction. Particularly fair treatment, physical appearance of service staff, ability to solve problems and availability of service staff had higher loadings. The findings of the study would lead to a better design of travel services and positive customer behaviors.