The Factors that determine the relations between customer satisfaction and service quality for the package tour organizations of the tour operators: Example of İzmir

ABSTRACTMaster ThesisThe Factors That Determine The Relations Between Customer Satisfaction AndService Quality For The Package Tour Organizations Of The Tour Operators:Example Of IzmirEmre ATABERKDokuz Eylul UniversityInstitute Of Social SciencesDepartment of Tourism ManagementTourism ManagementTour operators in general, are tourism enterprises who combineaccommodation, transportation with other by products. They make agreementsand sell their and products with the help of brochurs to tourist. Tour operatorsorganized all kinds of tours to potential customers.A package tour, is a combination of a certain tourism destination with alocal service provider and local transportation services. Package tours areoffered to the customer as an end product with a single price. This products aremade to satisfy the unlimited desires of man. The most important aspect is thelevel of customer satisfaction. To provide service quality is the main factor tosatisfy customer needs. The criteria for quality service is a happy customer.This paper has three chapters. The first chapter is based on theimportance of travel organizations in the tourism sector, tour operators and theplanning and organization of package tours with related examples.The second chapter is based on service quality and customer satisfactionduring package tour organizations.The third chapter is based on customer satisfaction during package toursprovided by tour operators. To determine the relation between them has beenmade and evaluated with a local tour operator and its customers in Izmir.Key Words :1) Tour Operators, 2) Package Tour Organizations, 3) Service Quality,4) Customer Satisfaction, 5) Total Quality Management.