Performance Measurement of Travel Agencies in Nigeria

In decision making, performance measurement is conducted to know how well the activities of the organization have enhanced successes, showing whether they are satisfactory, favorable or unfavorable to rendering services. Performance measurement assumes the same measure of importance for travel agencies and holds a very imminent role in its entire management processes. With the current situation of things in the industry, the increased mobility has brought about increased demand just as it has given rise to competition among travel agencies, who hold the responsibility of providing customers with services to move from one place to another. Amidst this scenario, the agencies strive to provide services that will best satisfy the expectations of customers and there are several others involved in this highly competitive business venture. Travel agency as intermediaries offer lucrative services and this is the reason performance measurement is necessary. It is in this light that this study on performance measurement in travel agencies in Lagos state was conducted to assess its influence on the decision making about service delivery. As a result, one hundred and thirty-eight (138) employees of eighteen travel agencies provided responses to the field survey conducted for this study. The study found that efficacy and value of performance measurement in the operations of travel agencies is entrenched in the outcome of performance information. The findings further revealed the employees in the travel agencies understand the relevance of and conduct performance measurement on as often as possible. This implies that performance information is useful for travel agencies, and effective for ensuring the successful service delivery, achieving profit objective, ensuring customer satisfaction, and to also attain global standards for travelers. Therefore performance measurement has a clear-cut relationship with service delivery, and the frequency at which travel agencies measure their performance gives rise to the productivity they experience in their operations. Keywords: Performance Measurement, Travel Agency, Nigeria.