Assessment of travel agencies making online sales in terms of trust commitment to consumers: Case of Bursa province Nilüfer district

The development process of the tourism sector has accelerated with the spread of the internet network. Owing to the common use networks of enterprises, both the communication between them has accelerated and the workflow has gained a certain momentum.Substantial activities of enterprises such as; information, sales and after-sales support can be carried out faster and more securely through the web. In this study, It was aimed to evaluate the case study of trust loyalty that emerged on consumers who previously purchased touristic products from an online travel agency.Throughout the survey, questionnaire technique, which is a quantitative method, was applied to consumers as primary data and literature was used as secondary data. In the study, people who reside in the Nilüfer district of Bursa province and who have previously purchased from online travel agencies were selected as the main mass.The customers of Bursa Nilüfer branch of the travel agency named Tatilbudur.com were taken as a sample in order to represent the universe in the main mass.The research is grouped under three titles. In the first chapter; the definition of travel agencies that provide services physically, historical development and service areas of travel agencies subsequently definition of internet, historical development of the internet ,its merging with the tourism sector and online travel agency are emphasized. In the second chapter; issues such as customer loyalty, confidence in consumers and its aspects are discussed and in the third chapter;detailed explanation of the research and the explanations of the data analyzes of the surveys applied within the scope of the study take part. The survey study was applied to consumers who visited the Bursa province Nilüfer district branch of Tatilbudur.com travel agency between June 2020 and July 2020.The number of participants is 400.As a result of the research, consumers have a high level of trust in online travel agencies.In addition, it is stated by the majority of consumers that it is faster and easier to buy touristic products online.