|As the number of global business management and multi-national corporations increased international trade has developed to a great extent. This phenomenon resulted in the much expanded size of business travel market due to companies attempting to occupy ‘new’ overseas markets.
This study, applying KS-SQI, analyzed the effects of a travel agency’s business travel service quality on relationship orientation and customer satisfaction. The results of this paper are as follows; Firstly, it appears that business travelers tend to consider original service and supplementary service to be one identical service. Secondly, travel agencies should, making the best use of high technology such as internet, smart phones and social network services, sustain relationship orientation with customers. Thirdly, travel agencies should draw up measures that boost customer satisfaction by developing a long-term relationship based on mutual dependence. Fourthly, systematic and repeated job training for employees is required. Fifthly, travel agencies should establish a powerful one-to-on marketing strategy to provide different service to different customers with different characteristics.