Travel agencies’ perception of ISO 9001 certification

Abstract

Purpose – The purpose of this paper is to increase awareness regarding the implementation of a quality management system in the travel agency sector by identifying similarities and differences in the perception of the ISO 9001 certification by travel agencies in China and Hong Kong as well as to provide potential recommendations to Kenya and to other countries developing tourism industries. Design/methodology/approach – The comparative study approach is used to compare perceptions of the ISO 9001 certification by travel agencies in China and Hong Kong. Findings – Travel agencies in Kenya, China, and Hong Kong promote the benefits but address the shortcomings and challenges of implementing the ISO 9001 certification simultaneously. This certification certainly benefited travel agencies in terms of marketing, but sustaining these effects remains a challenge. Research limitations/implications – The comparative approach, while important, cannot be considered a “scientific” approach at present. The current research compared the findings of two studies; however, these works are limited in that they use different data collection methodologies. Consequently, the results may vary. Originality/value – More similarities than differences were determined in the terms of costs among travel agencies in China and Hong Kong. Various differences were identified with respect to the perceived benefits from the ISO 9001 certification. This finding can be regarded as both a challenge and an opportunity.