Impact of Employee Training on Customer Satisfaction. HR training factors for customer satisfaction in travel agencies

      Аннотация: It is vital for organization to keep their customers satisfied. By applying professional human resource training at work, knowledge of personnel and quality of work will be enriched. In tourism industry people make the real product. The important problem on travel agencies, related to HR problems, is the lack of qualified specialists. There is need to well trained employee for achieving higher efficiency. The study analyzes the staff training initiatives (tangibility, reliability, responsiveness, assurance and empathy) of Tourism Industry in travel agencies, to enhance the capabilities of employees for better customer satisfaction. This research contributes to the travel agencies and human resource manager’s discipline in finding the role of training employee in delivering better service quality .Academically, the findings of research would expound on the theoretical contributions, this will be significant to the academic stand point of the tourism industry and professionally, managers will look at the practical implications of such effort and the possibility of implementing the implications of this research in their actual relationships with their employees and customers as well.

Ключевые слова: Tourism, customer satisfaction, HRM, Employee Training, hopsitality industry, travel agencies, tourism organization, staff training, human resource training