Impact of External Factors on Service Quality of Travel Agency (With special reference to Green Holiday Centre (Pvt) Ltd)

Abstract

Green Holiday Centre is a medium scale travel agency operating its services on the inbound tour operations in Sri Lanka. They mainly consist with four markets such as Indian, Eastern Europe, China and other markets. Out of the markets recently the china market has a drop in the company, according to the SLTDA statistics during these period china arrivals has been rapidly increasing. Though the company Chinese market has been declined still the factors from the side of the organization kept constant. Hence researcher assumes that this decline would be due to the external factors. Therefore, this research mainly focuses on identifying the guest satisfactory level of the external factors and to find the relationship between external factors and the service quality of the travel Agency