본문 바로가기
  • Home

A Content Analysis of Outbound Travel Service Dissatisfaction

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2010, 34(2), pp.217-238
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

정철 1 전형진 1 현성협 2 Si Sa Park 1

1제주대학교
2부산대학교

Accredited

ABSTRACT

This study examined the types of dissatisfaction that Korean outbound tourists experience. Content analysis method was used to analysis 629 complaints that were informed from 2003 to 2007 by the Korean outbound tourists to the KTO's Tourist Complaint Center. Results showed that Korean outbound tourists were most likely dissatisfied with pre-tour briefing and contract process over the five years. In addition, about 78% of the complaints were reported by the tourists who bought their travel products from small or middle sized travel agencies. Furthermore, the tourists who visited Southeast Asia were more likely to inform the unsatisfactory statements to the center than those of other continents. Findings of this study suggest that the government should reconsider the criteria for registration of a travel agency. Additionally, travel agencies should pay more attention to clearly explain the travel conditions to their customers before making a contract.

Citation status

* References for papers published after 2022 are currently being built.