Insights Into South Africa's Travel Agency Sector With Respect to Service Quality

Abstract

Travel agencies remain important points of call for tourists wishing to travel locally or abroad. In South Africa, the Association of South African Travel Agencies (ASATA) drives the travel agency sector. The primary aim of ASATA is to maintain and further improve a sustainable and profitable sector of its members by ensuring the delivery of a professional service to the travelling consumer. This service is achievable by the travel agency or tour operators through a strong relationship and open dialogue being present with all stakeholders in the travel and tourism value chain. Since tour agencies operate in dynamic, continuously changing environments, the concept of service quality is an important strategic tool that can be used by a tour agency to retain its clients and attract new clients. Word of mouth is an excellent tool that can create brand awareness and build customer loyalty towards a tour agency. Travel agencies that provide superior quality service in those service offerings to their clients can be leaders in the travel agency sector. This chapter employs the qualitative research approach and looks at unpacking literature on the travel agency sector. Service quality in the sector in South Africa is another key theme explored.