Assessment of the Performance of Travel Agents - An Application of Data Envelopment Analysis

• Main Authors: Chih-Chung Yang, 楊志中
• Other Authors: M.-c. Tsai
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/19313386279868560260

碩士 === 義守大學 === 管理研究所碩士班 === 94 === Recently years going abroad has become very common in Taiwan. Travel agents are those who provide all the essential preparation tasks for oversea tour. Since the cancellation of traveling agency control policy, the amount of traveling agency has grown dramatically. However, due to the lack management skills, many traveling companies provide significant discount to keep them alive. As a consequence, the companies with weak financial status were forced to file for bankruptcy. How to both keep profitable and provide outstanding service quality in such a competitive environment becomes the ultimate goal for all the traveling companies in Taiwan. Most of the studies regarding the efficiency of traveling companies usually focused on human resources or service quality. Very few study conducted the efficiency of their business based on realistic business data. This study is to evaluate the business efficiency of twelve travel agents that located in Kaohsiuang by using the Data-Envelopment Analysis method (DEA). The input data contains number of employees, available sold tickets, sales expense and the output data includes total revenue and net profit. Both CCR and BCC models are used to evaluate the company performance and also ranked it, and so on to establish the improvement function by Slack Variable for each company. It is expected that this study can provide the participants with their competition level and clear direction for further improvement. Besides, based on the matrix, the study will also provide meaningful strategic suggestions for each participant that they can evaluate their business efficiency from a wider viewpoint to promote the traveling service quality and create higher profitable business.