The performance of ISO certification based on consumer perspective: A case study of a travel agency

Abstract

This study mainly employed structural equation modelling to investigate the impact of a travel agency passing ISO certification on consumer's perceived quality, brand image, brand attitude, brand preference, and purchase intention. A well-known ISO-certified travel agency in Taiwan was selected as a case. A total of 500 valid questionnaires were collected for further analysis. The research findings showed that informing the consumer about a travel agency passing ISO certification could more directly enhance consumer's perceived quality and brand image and indirectly improve consumer's brand attitude, brand preference, and then purchase intention. Thus, a travel agency passing ISO certification was an important message and key antecedence to enhance consumers' purchase intention.

Keywords:

• ISO certification
• perceived quality
• brand image
• brand attitude
• brand preference
• purchase intention