Systematic Analysis on the Factors That Influenced the Service Quality of the Domestic Travel Agency

Service quality controlling is one of the most important questions in travel agency´s running. The paper holds the points that the factors which influence the service quality of travel agency are pluralistic and multi-intensity. It divides all the factors into three categories: the controllable, the half-controllable and the uncontrollable factors. The controllable factors should be pay more attention in a travel agency´s running.