A study on the analysis of the information systems success used in travel agencies from the user perspective

The use of information systems in the tourism industry is becoming increasingly widespread. Today, information systems have become an important tool for tourism businesses. In the development of information systems used in travel agents as in all sectors of tourism, the expectations and performance evaluations of users about the system are of great importance. The aim of this master thesis is to examine the success of the information systems used in travel agencies from the user perspective. For this purpose, firstly, a measurement tool has been developed to evaluate the information system success from the perspective of the user in accordance with the related literature review and the interviews with the experts of the subject. Afterwards, the system quality, information quality and service quality of the users related to the success of the system were examined with importance-performance analysis. According to the research results, it is determined that the most important factor in the information system success used in travel agencies for the users is the quality of the support service provided by the software company. With the analysis performed, the importance and performance of all the qualities that are important in the success of the system has been demonstrated. The analysis results provide important clues for the technology companies that develop the system. It is predicted that the results of the study will be useful in determining the priorities for improving the quality of information systems developed for travel agencies. In addition, a measurement tool for measuring information system quality has been developed. This measurement tool can benefit academicians working in the field.