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Domestic tourism problems and solutions in Uzbekistan
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- 3. Theoretical background of travel agency management
- 1. Research project setting and research model
- Introduction
- Goals and tasks of the final qualifying works
- Structure of graduation qualification work
- I. Theoretical background
- 2. Optional properties for travel products
- II. Uzbekistan Tourism Status
- 2. Uzbekistan Tourism Resources
- 3. Uzbekistan Tourist Status
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Domestic tourism problems and solutions in Uzbekistan Content Abstract Introduction I. Theoretical background 1. Theoretical background of travel products 2. Optional properties for travel products 3. Theoretical background of travel agency management II. Uzbekistan Tourism Status 1. Uzbekistan Tourism Policy 2. Uzbekistan Tourism Resources 3. Uzbekistan Tourist Status III. Research design 1. Research project setting and research model 2. Research design and analysis method IV. Result of analysis V. Summary References 국문 요약 Abstract It is expected that overseas travel will be completely liberalized, the tourism industry will develop and the tourism market will grow at an average annual rate of about 11% from 2012 to 2030. Progressive companies operating in this booming tourism industry market are developing strategies to preoccupy. Tourists visiting Uzbekistan are increasing from 1.9 million in 2017 to 3.9 million in September 2018, and the tourist market is growing. However, in terms of the current results of attracting foreign tourists or the attitude of acceptance, there are no programs to provide various tourism and cultural experiences, including accommodation and meals, so it is insufficient to deal with various interests of tourists. As a result, the inefficient and insufficient hospitality services of related companies are failing to instill positive Uzbekistan tourism images among tourists. In addition, the travel products are not differentiated and the lack of various products does not satisfy tourists. Today, however, the needs of travel consumers due to new lifestyles and values are constantly increasing and diversifying. Due to these changes, detailed surveys on the selection attributes of travel products must be conducted in order to provide tourists with the desired travel products. Therefore, in this study, by grasping the travel product selection attributes of foreign tourists visiting Uzbekistan, investigating and analyzing the satisfaction and dissatisfaction during the trip, and presenting a tourism product development plan to travel agencies to promote tourism in Uzbekistan, It aims to promote the Uzbekistan tourism industry. In order to achieve the purpose of this study, first of all, through a literature study, a theoretical system was established for the current status of travel products, travel product selection attributes, travel agency management, and Uzbekistan tourism. Next, we analyzed the importance and satisfaction of overseas tourists' travel product selection attributes through empirical analysis, and grasped the current status of the tourism industry through interviews with local travel agencies. The analysis results of this study are as follows. As a result of analyzing the general characteristics of the respondents, the proportion of women and married women among the 256 respondents was high. In the case of jobs, office workers or public employees, retirement or unemployment were high, and the income level was $1,000 to $1,999. The nationality of foreign tourists who visited Uzbekistan was surveyed at an even rate of around 33% in Russia (CIS), Europe and Korea. In the travel behavior category, the number of tourists who visited for the first time was the most, and the duration of the trip was more than 16 days. It was also the most frequent with family and relatives. Most expenditures were between $1,000 and $2,000, and travel products were mostly found using booking sites and travel agencies. In addition, the difficulty in preparing for the trip emerged as the most pressing problem. Most of the tourists visited Tashkent and replied that they mainly get information from friends and colleagues, family and relatives. Correlation analysis As a result, there was some correlation between the eight major factors. In addition, the difference test for the average score of importance and satisfaction was conducted through T-test and F-test. The results showed that all the factors showing significant differences by group variables were different. Next, the differences between the importance and satisfaction of tourists and travel agencies were examined. First, in the case of importance, there was no significant difference in the perception of travel agencies and tourists, but there was a difference in the perception of importance in the shopping sector. Meanwhile, in the case of satisfaction, the satisfaction of the travel agency was higher than most tourists. In addition, as a result of comparing the arithmetic average of tourists' importance and satisfaction level, the average of the subdivided factor scores was lower than the importance score in most factors. This is the most meaningful result. Lastly, as a general characteristic of travel agencies, the proportion of women in the workplace was high and the proportion of women in their 30s was high. In addition, most of the employees were highly educated, and the average operating period was 6 to 10 years. The average employee duration was within 5 years. The difficulties that travel agencies face in management were high in transportation costs, employee qualifications, proficiency issues, and intensifying competition. Keywords: travel product selection attributes, travel agency management, tourism in Uzbekistan Introduction The relevance of the topic The travel and tourism industries are highly economically contributing industries, such as national income and job creation, and are recognized as growth engines of the national economy. Compiled by the World Economic Forum (WEF), 2016 international tourists have surpassed 1.2 billion and are expected to reach 1.8 billion by 2030. In addition, it was found that in 2016, the travel and tourism industry's contribution to the global economy amounted to approximately US$6.7 trillion. As such, billions of people travel abroad and the amount of money these tourists spend contributes to a dynamic loop of economic activity that supports local businesses, infrastructure and entrepreneurship, creating a job and spurring growth (Asian Trade Centre, 2017). Because of this, more countries as a priority for the development direction, it is paying much attention to tourism development and expansion of its infrastructure (Knobloch, 2013). CIS countries in Central Asia are not yet areas where the tourism industry has been greatly developed or has attracted much attention in terms of international tourism. However, in recent years, the tourism industry has increased significantly, and as interest and related exchange events on the Silk Road have increased, global interest in neighboring countries on the Silk Road has increased. Accordingly, many countries on the Silk Road are pursuing measures such as simplifying the visa system and pursuing agreements between countries in order to'tourist development' of the Silk Road while removing tourist barriers (UNWTO, 2016). Located in the heart of Central Asia, Uzbekistan has historically served as the center of geographical transport connecting the Silk Road and preserves more than 7,300 cultural heritages (Elmurodov, 2018). Uzbekistan, which began civilization from the Paleolithic era, has grown into an important trade hub along the Silk Road, with increased trade between East and West, creating unique cultural, archaeological and natural tourist attractions as the cultural contacts increase. The unique monuments of prehistoric times with such unique natural landscapes have the potential for exotic tourism, and have great potential for development as a major tourist destination. Thanks to these international trends and regional interests, Uzbekistan's government-wide tourism industry development efforts are also spurring. In December 2016, President Uzbekistan of Shavkat Mirziyoev passed the'Guaranteed Activation of Uzbekistan Tourism Industry Development Act'. ·Promoting various policies such as simplifying customs declaration procedures (The State Committee of the Republic of Uzbekistan on tourism development, 2016). Currently, the number of immigrants to Uzbekistan is steadily increasing, and in the past five years, demand has increased from 1.94 million in 2012 to 2.84 million in 2017, and is estimated at 3.9 million as of 2018. The purpose of visiting Uzbekistan was family visits, tourism, business trips, business, studying abroad, among which 203,700 (7,6%) of tourists who visited Uzbekistan for tourism purposes (Uzbekistan Statistical Office 2017). As of 2013, the majority (91%) of tourists visiting Uzbekistan came from CIS countries, of which 28,255 were Russian tourists. Turkey and India ranked second and third, with 18,424 and 16,135 visitors respectively. Germany was the most visited country to Uzbekistan, with 7881. The Republic of Korea has 11,908 people, accounting for the largest demand in Asia and the Pacific (World Tourism Organization, 2015). Despite this trend of increasing tourists, the Uzbekistan tourism industry is not ready to accommodate the growing demand for tourists. As of 2016, Uzbekistan has 1,176 travel agencies and 621 travel operators (Baydarov, 2016), but travel products are not differentiated, lack diversity, and lack of competitiveness as a travel product due to lack of attention from visitors (Azizov , 2017; Musaev, 2017; Djuraev & Akhmatova, 2015). Above all, Uzbekistan tourism is developing one of the problems in this regard is that it cannot provide various services compared to the high price of accommodation and airline tickets, and as a result, the satisfaction of tourists is low (Sergachev, 2015; Azizov, 2017). In addition, Uzbekistan does not have a program for various tourism and cultural experiences, which is a problem that tourists are unable to cope with various interests. As a result, the inefficient and inadequate hospitality services of these related companies are failing to instill positive Uzbekistan tourism images among tourists. In addition to the World Tourism Journal, Uzbekistan recognizes these problems and makes efforts to develop them. However, theoretical and empirical research has been insufficient to investigate the factors that are important to international tourists when selecting travel products. Depending on the research of the tourism research, the situation is being recognized and a wide range of development directions and visions are being discussed. Accordingly, this paper began with the consciousness of focusing on tourism resources and infrastructure possessed by Uzbekistan and seeking concrete and competitive plans in the international tourism market. Customer satisfaction is the most important factor to consider in order to provide competitive travel products. Satisfaction is a direct psychological experience that a customer feels after using a specific product or service, and is a key factor influencing factors that directly lead to repurchase of products and services, brand loyalty, etc. in the future (Cha Jaeman, 2013). When choosing such travel products, tourists have a variety of preference attributes, whose characteristics and personalities are closely related in the decision-making process. (Gold, 1980; Kim, 1996; Lee, 2007; Ragavan, Subramonian, & Sharif, 2014; Son, 2011). Therefore, the composition of travel products should be based on factors that customers consider most important when selecting travel products. Checking the selection attributes of these travel products grasps the scope and contents of the selection attributes that tourists consider, and based on their perceptions. Since it can lay the foundation for developing travel products to maximize satisfaction, it has been studied variously by many researchers at home and abroad. Prior studies on Uzbekistan's overall tourism industry have been dealt with in recent years, but few studies have been conducted on Uzbekistan's travel product selection attributes. Looking at previous studies, research on tourists' motivation for tourism in Uzbekistan, tourism satisfaction and intention to revisit (Bak Victoria, 2010) and research on the Uzbekistan tourism industry (Bakaev, 2002; Airey & Shackley, 1997; Kapiki & Tarikulov, 2014; Salimov, 2018; Sobirov, 2018; Otabaek, 2016; Amriddinova &Tursunqulov, 2018; Yusupova, 2018), Research on Cultural Tourism Resources (Bulai et al., 2016; Yu-Hwan Lee and Jun-Tae Lee, 2014), Uzbekistan Ecotourism/ Research on regional development (Ismanov 2018; Sobirov & Alimova, 2017; Umarov, 2016; Khamidov, 2010), Study on the Impact of Korean Wave Knowledge on Korean Products in Uzbekistan (Imaria, 2012), CIS/Central Asian National Medical Tourism Study ( Mamtova, 2014; Kim Galina, 2017; Kim Sang-hyun, 2014; Antonova et al., 2017; Kang Hyung-beom, 2015; Park Jeong-seop, 2015; Yoo Geun-jun et al., 2013). However, the papers presented above are studies focusing on Uzbekistan tourism and medical tourism as a whole, and research that is practically helpful to travel agencies is insufficient. Goals and tasks of the final qualifying works As discussed in the background of the study, in order to improve the attitude of tourists to meet the increasing demand for tourism in Uzbekistan, it is necessary to study Uzbekistan's selection attributes for travel products. In particular, it is necessary to prepare a plan to increase tourist satisfaction from the viewpoint of a travel agency in charge of travel practice. Therefore, the purpose of this study is to promote the tourism industry in Uzbekistan by presenting a tourism product development plan to travel agencies to promote tourism in Uzbekistan. To this end, first, the importance and satisfaction of travel product selection attributes of foreign tourists visiting Uzbekistan are analyzed. Second, the status of the tourism industry is grasped through interviews with local travel agencies. Third, it analyzes the tourism behavior of overseas tourists and suggests an operation plan that a travel agency should focus on. Structure of graduation qualification work The temporal scope of this study was based on October-November 2018, and the spatial and target scope was set for local tourists and overseas tourists using Uzbekistan's travel products. The content scope was limited to the concept of travel products, selection of travel products, management of travel agencies, and the status of tourism in Uzbekistan, and the theoretical considerations of each variable were studied. This study consists of 6 chapters, and the scope and contents of each chapter are as follows. Chapter 1, as an introduction, describes the background of the study and the problem, the purpose of the study, the necessity of the study, and the scope of the study. Chapter 2 describes the concept and definition of travel products through theoretical considerations for conducting this study, and deals with travel product selection attributes, travel agency management, and prior studies that serve as the basis when overseas tourists select travel products. Chapter 3 reflects the current status of tourism in Uzbekistan, and consists of tourism policies, tourism resources, and tourist information. Chapter 4 is a preliminary design part of the empirical survey, and sets up a research model that examines the relationship between the selection of travel products, the importance of tourists, and the satisfaction of tourists. In Chapter 5, the importance and satisfaction perception differences were identified according to the nature of demographic characteristics, depending on the travel product selection attributes from the perspective of tourists and travel agencies. Through this empirical survey data analysis, results were derived by statistical methods. In conclusion, Chapter 6 describes ways to revitalize the tourism industry and suggests limitations of this study and future research tasks. I. Theoretical background 1. Theoretical background of travel products Concept and definition of travel products A product is anything that can be brought to the market to satisfy the needs or demands of consumers by attracting people's attention and being targeted for acquisition, use, and consumption. Travel products have different characteristics from products of general manufacturing industry, and the general characteristics of travel products are as follows. First, it is impossible to store travel products, so production and consumption occur simultaneously and disappear. Second, travel products have no specific form and are invisible. In other words, there is no form and sample, so you cannot confirm everything about the trip. Third, travel products have heterogeneity. Even when traveling at the same price and traveling at the same price, the customer's desire and emotional state can be evaluated differently according to the personal preference. Fourth, the synchronicity of production and consumption. In general, there is a time and space distance from production to consumption, whereas travel products are sold first, and consumption occurs simultaneously with production. Fifth, travel products are divided into high season and low season according to the season, and there is a fluctuation in seasonality of demand. Sixth, travel products are produced by the packaging of travel materials. In other words, travel agency services, hotels, airlines, charter buses, tourist attractions, meals, optional tours, shopping Commodities are composed of the combination of the back. Seventh, it is imitation. Travel agencies are releasing similar travel products imitatively because it is difficult to develop differentiated travel products utilizing originality (Go Dong-woo, 2013; Seo Chul-hyun and Lee Hyun-dong, 2006). The travel products provided by the travel agency are the products produced and sold by the travel agency and the right to use the tourism-related companies sold by the travel agency. Was purchased and commercialized (Daesun Soon, Koon Bongi, Yoon Kimyeong, Kyungsook Lee & Hyunmuk Choi, 2018) The World Tourism Organization said that the concept of travel products is "a combination of travel purpose, accommodation, transportation, auxiliary service and tourism attraction." In other words, travel product means It can be defined as “a variety of products available to the corresponding tourists and a tour sold by a travel agent as a product”. Seo Cheol-hyun and Lee Hyun-dong (2006) said, “Travel products refer to all goods and services produced by travel agencies, and travel courses and itineraries made by travel agencies so that travelers can enjoy their travel in certain places or destinations.” Park Jeong-min (2012) “The tour product is a comprehensive package (Semi-Package Tour) or a single product (Summer-Package Tour) that combines the facilities and facilities provided by individual tourist companies (Principal) required for travel. Tickets, lodging tickets, rail tickets, etc.)”. Cha Jae-man (2013) defined as “combination of all related facilities and target attractions to provide travelers with a travel experience,” and Kim Hyun (2017) defined travel products as “travel agencies targeting travelers. It was defined as “a product that combines tangible and intangible elements such as transportation, lodging, tourist attractions, tourist convenience facilities, meals, and human services appropriately according to the purpose of travel.” Durovich & Kopanev (2005) defined travel products as any service that satisfies and pays the needs of tourists while traveling. From a practical point of view, the concept of basic service and charged service is applied, but from the consumer's point of view, there is no significant difference. Ballabh (2005) said that travel products are complex products that combine tourist attractions, transportation, accommodation, and entertainment facilities in the region (country) with a focus on facilities and services designed to meet the needs of tourists. He noted that each component of the tourism product is provided by individual service providers such as hotel companies, airlines, and travel agencies, which can be analyzed in terms of attractiveness, accessibility and lodging. Bhatia (2006) presents travel products to tourists while traveling to destinations were defined as a collection of physical and mental satisfaction, and Voskolovich (2001) defined a series of services that included travel expenses and a specific itinerary course for sale to tourists. Koutoulas (2004) explains that it is a full set of functionally interdependent tangible and intangible elements that allows tourists to perform specific activities at one or several destinations and facilitates movement to destinations during travel. Török&Tion (2012) said that it consisted of goods and services required through the entire process from the start to arrival of the trip. In addition, Kabushkin (2002) defined it as a product provided as tangible and intangible facilities and services to travelers, including tourism resources, lodging, and lakeation at the destination. Therefore, travel products are collectives that focus on service (WTO, Durovich & Kopanev, 2005, Gulyaev, 2000, Seocheol Hyun, Lee Hyun-Dong, 2006) and are sold from travel agencies to meet the needs of tourists with tangible and intangible characteristics. It is a product (Koutoulas, 2004, Kabushkin, 2002, Kim Hyun, 2017). It is a complex product that combines all facilities to provide a travel experience realized at a travel destination (Ballabh, 2005, Bhatia, 2006). Today, however, as the needs of travel consumers have become more complicated and diversified, changes in their lifestyles and values have led to changes in various types of tourism, and travel consumers purchase travel products after searching for travel products themselves and evaluating various alternatives ( Eunkyung Jung,2016). Therefore, when planning a travel product, it is important to understand the psychology of tourists and prepare conditions for selective tourism while taking into account the freedom of users. Based on these definitions, travel products can be broadly divided into two concepts: first, tangible and intangible facilities and services provided by a travel agency, and second, products sold in the travel industry. In other words, travel products include many components such as lodging, transportation, and meals, and can be said to provide various conveniences for travelers during the travel period starting from the point of purchase. In addition, it can be defined as a travel product sold by a travel agency to meet diversified traveler needs and desires. The reorganization of the preceding research mentioned above is as shown in
2. Optional properties for travel products According to Kotler, Bowen & Makens (1996), attributes generally refer to the tangible and intangible characteristics of a product or service, and a product is a bundle of these attributes. And the selection attribute can be regarded as how the attitude toward the attribute of the product that makes the difference between the customer's preference and the purchase is formed, and how this attribute can be distinguished from other attributes (Day, 1984). Therefore, it can be said that the importance of the attribute that consumers value when choosing a product, and it is also related to the satisfaction that is used and perceived later (Keeney & Raiffa, 1993). Many studies have shown that product or service attributes have various effects on overall satisfaction (Albayrak & Caber, 2013; Füller & Matzler, 2008; Mikulić et al., 2016). Some attributes prevent dissatisfaction, while others enhance satisfaction. Looking at previous studies on travel products studied at home and abroad, research on the selection attributes of travel products (Kim Hye-young, Jang Yang-rye, 2011; Lee Myeong-gu, 2016; Josmani, 2007; Ryu et al., 2016; Wang et al., 2013), Selected attributes for medical tourism travel products (Chambers & Mcintosh, 2008; Murillo, 2014; Heung et al., 2010; Jeon In-soon, 2012; Kwak Dae-young, 2011; So Hyun-jung, 2011; Erhuntool, 2014), Silver (older) travel products Attributes (Huang & Tsai, 2003; Esichaikul, 2012; Bai et al., 2001; Lee Seong-cheol, 2013; Chuck Jae-bang, 2014; Lee Seong-cheol et al., 2013) Backpack travel product selection attribute (Lee Jin-seok, 2010), honeymoon product selection attribute ( Yin, 2007; Tkacheva, 2014; Wu & Lin, 2015; Li & Jin, 2006; Choi Yun-jung, 2015; Wong Ya-bo, 2017; Son-Ai-ran, 2013; Ham Jong-chan, 2008; Lee Seok-hoon, 2004) Tourism Selective Properties (Albayrak & Caber, 2013; Chahal & Devi, 2015; Giraldi, 2015; Tae-Dong Kim et al., 2016; Yang-Rye Jang, Kim Hye-Young, 2011). Looking at the study on the selection properties of domestic travel products, Kwon Soo Kim (2014) grasped the selection of travel products by destination and the characteristics of tourists and selected travel products. The provinces were classified into nine factors: optional, with air, ground transportation, hotels, meals, tourist activities, shopping, travel insurance, local guides, and 27 leaders. Also, by comparing overseas travel destinations (South Pacific, Southeast Asia, Europe, the Americas, Japan, China, and India) and demographic characteristics (gender, age, occupation, marital status, education, income, social class), travel products by destination A development strategy was proposed. As a result of the study, it was found that all optional attribute variables should be considered important when a travel agency develops a product suitable for each tourist's destination. Hyun-Kim Kim (2017) is a travel agency, travel agency, It was categorized into four factors: row products, prices, and 14 selection attributes. As a characteristic of the travel behavior of the partial package users, the types of travel products that are mainly purchased are airtels and local tours, and the route for purchasing products and obtaining information is SNS. As a result of analyzing the difference in importance of partial package travel product selection attributes according to gender, women showed high awareness of the importance of travel products, depending on age, travel agency services in the 40s, and importance in price in the 50s, and overseas travel According to the frequency, if the travel experience is more than 5 times, the importance of the travel destination is high. Park Jung-min (2012) analyzed the importance of selecting travel product attributes according to gender, age, education, income, and occupation among the demographic variables of foreign travelers, and identified differences in the selection of overseas travel products. , Shopping, hotel, meal, tourism, transportation, tourism, travel agency. As a result of the study, there were differences in the importance of travel product attributes according to occupation. On the other hand, it was found that there was no significant difference in terms of education. It showed that there were significant differences in safety, credit, information, and time according to gender, and women showed stronger importance to travel agency factors than men. According to the age, the older the traveler, transportation, hotel, and tourist selection attributes, the higher the importance of factors for travel agency. Cha Jae-man (2013) describes the optional attributes of package travel products as human factors and convenience of movement. Gender, accessibility, attraction of travel destinations, and various experiences were divided into 5 factors and 22 optional attribute items were composed. As a result of the study, it was found that accessibility among packaged product selection attributes had a significant effect on satisfaction, intention to revisit, and intention to recommend. The better the airline's brand and awareness, the better the airline's amenities and services and the ability of local buses, the higher the intention to recommend. Chae Eun Lee (2009) By looking at the differences in the selection of travel product attributes according to tourism behavior, the personal value of tourists is'reasonable tourism','weak flaunt tourism','value tourism', and'flaunting' and value tourism Types' were classified into 4 clusters. As a result of analyzing the differences in the selection of travel product properties, it was found that there were differences in transportation, accommodation, tourism attractions, shopping, and meals except for travel services and entertainment. In addition, the preferences for selection attribute factors differ depending on the cluster, so it was suggested to focus on developing a travel product. Park Jeon (2012) conducted a study on the customer's travel product selection attributes by product grade on wholesale travel agency brand satisfaction, human service satisfaction, and small purchase travel agency repurchase. The travel product selection attributes were categorized into 29 selection attributes of 6 factors, consisting of airline, hotel, schedule entertainment, shopping and selection tourism, local restaurant, and local transportation. As a result of the study, it was found that the'entertainment of tourism' had a greater effect on the satisfaction of the wholesale travel agency brand, and the results showed that'hotels','local restaurants' and flights had more influence on the satisfaction of human service. . Therefore, in the case of'entertainment of tourism', it is necessary to construct a tour schedule that allows visitors to take a picture and take a picture at a tourist spot using a tour bus, and to participate in and feel differently from the schedule that goes to the next schedule. Lee Dong-heon (2016) grasped the effects of self-determinism and attributes of travel products on the selection of travel products, and analyzed the influence of the satisfaction of self-determination pursued by consumers on satisfaction of travel products. According to the results of the study, it was found that in the process of choosing a travel product, the self-determination of travel planning and the overall process of travel has an important influence along with the properties of the travel product. Myung-Koo Lee (2016) studied the effects on travel satisfaction, traveler loyalty, and traveler's intention to switch according to the overseas travel product selection attributes. Twenty-one selection attributes were classified into five factors: human service, business characteristics, travel product suitability, online information, and travel agency reputation. Kim (2013) applied the value-percept disparity theory among customer satisfaction theories to package tour products, and among the selection attributes of package tours, hotels, food, tourism activities, shopping, and insurance carried out package tours. The result was found to interact with and affect traveler satisfaction. Therefore, it has been found that travel agencies can increase the satisfaction of tourists by providing specific information about hotels, food, tourism, shopping and insurance when delivering information on package tour products to customers. Ryu et al. (2016) aimed at Korean tourists visiting Japan. Product selection attributes and demographic differences were analyzed. The travel product selection attributes categorize 11 factors, 62 attributes, such as travel agency, travel attraction, shopping, lodging, transportation, food, price, travel information, weather and image, itinerary, promotion, marketing strategy of the Japanese tourism market, and It presented an approach to sustainable development of travel products. Abdurahman et al. (2016) attempted to prioritize the selection attributes by identifying ecological tourism selection attributes in the area of Kot Samarahan, Sarawak, Malaysia, and analyzing the association with tourist intentions. The four factors that are most frequently used in previous studies, such as natural environment, culture, sustainability, people and history, are analyzed through factor analysis. Cultural, natural, attractive and community). As a result of the analysis, it was found that cultural attributes are the most important attributes, and that nutritional effects on tourism intentions. Accordingly, it was found that it is important for travel agencies to consider newly identified selection attributes that can increase tourists' intention to tour. Wong & Kwong (2004) This study investigated the selection attributes of overseas package tours for disabled tourists in Hong Kong. Eight factors and 30 selection attribute categories were categorized into travel agency service quality, attractiveness, TV promotion and customer management, travel route, personal preference, surrounding recommendation, and travel duration. Among them, the service quality of the travel agency appeared as the most important travel selection criterion, followed by the travel route, and TV promotion and customer management turned out to be the least important factor. Lu & Stepchenkova (2012) studied the selection attributes affecting the satisfaction of ecotourism travelers by categorizing them into 7 factors and eco-friendly accommodations, rooms, nature, services, food, location, and moderate prices, and 26 selection attributes. It proposed a strategic method for evaluating eco-tourism experience for travelers in Costa Rica, USA. Huang & Tsai (2003) A study on package tour selection attributes for elderly tourists in Taiwan. Convenience, originality of destination, language issues, safety, package tour price, invitation of friends and relatives, tourist attractions, flight time, special travel products according to off-season were classified into factors, and convenience was analyzed as the most important factor. In addition, Taiwanese elderly tourists were interested in traditional products, preferring integrated package travel products and less regulated destinations than individual package travel products. Bresler (2011) studied the selection attributes for package tour tourists in Gauteng, South Africa. Among the 46 selection attributes, it was found that the possibility of canceling the tour, accessibility, and safety were important as the criteria for travel decision, and radio promotion, train movement, and proximity were not important. Pai & Ananthakumar (2017) analyzed six payment intentions, length of stay, hotel class, season, destination, and means of transportation as factors influencing Indian tourists' package travel product selection. Among the selection attributes of travel products, the intention to pay and the hotel class were considered as important determinants. This was the same in the previous study (Chan & Wong, 2006; Jacoby & Olson, 1977), where visitors wanted reasonable consumption and preferred high-quality accommodation, but the hotel rating was equal to that of a 4 star hotel and a 5 star hotel. Wang et al. (2000) conducted a study on packaged products in Asia, with nine attributes such as pre-tour briefing, airport/airplane, hotel restaurant, ability to lead (Coach), tourist attractions, shopping, and optional tourism. The strategy for model development and tour operators was presented by dividing into 25 attributes of. Bowie & Chang (2005) studied the factors affecting customer satisfaction among tourists of various nationalities who are packaged in Scandinavia. Eight factors were classified into tour leader, hotel, restaurant, coach, shopping, optional tour, tour guide, attractiveness, and various selection attributes that appear in package travel. Travel products have intangible characteristics, so travelers have a lot of difficulties in making decisions when choosing travel products. When selecting a travel product or selecting a travel agency, various and complex factors act to have certain characteristics that appear in common. These common features can be called attributes (LeBlanc, 1992; Jaegon Lee, 2010; Koutoulas, 2004). In the process of purchasing goods, travelers tend to consider the attributes of products more importantly (Cha Jae-man 2013). Among them, honeymooners and backpackers were very concerned about the factors of travel agencies (Reisenwitz, 2013; Newlands, 2004; Bin Bong-seok) , 2001). In the case of individual travelers (FIT), when choosing a travel agency, it was found that the price of travel products, the professionalism and reliability factors of the travel agency were important (Richards & Wilson, 2004; Jae-gon Lee 2010). In order for a travel agency to provide an interesting and competitive product to tourists, it is necessary to consider the properties of the travel product. In other words, it is necessary to examine the specificity of provision of accommodation, transportation, food and beverage, aviation, and other services that constitute travel products. It is desirable to fit the space-time in accordance with the general idea of these service travel products. After selecting the related companies of each service (airline, travel agency, hotel company, etc.), calculate the approximate cost and promotion cost of travel products, and determine whether the prices of travel products are competitive with the product prices sold by competitors. It is important. The actual value of a travel product is recognized by the consumer and is determined by a set of optional attributes that have essential and objective attributes and characteristics by evaluating alternatives. It is necessary to select the properties of the travel products and select the most important selection properties that show competitiveness from a traveler's point of view. Therefore, travel agencies in Uzbekistan need to plan travel products that meet customer needs while considering the selection attributes of products when making travel products. Through the preceding studies presented above, it is possible to grasp what attributes the tourists consider important for a wide range of travel products with domestic and foreign travel product selection attributes. Summarizing the results of previous studies,'Stay' was evaluated as the most important attribute in 12 studies, followed by'Tourist' in 11 studies,'Food' in 10 studies,'Shopping' in 9 studies , In eight studies of'transportation', in seven studies of'price', and in six studies of'travel agencies'. Therefore, in this study, the frequency of each factor was determined in the previous studies related to the selection attributes of travel products, and factors were selected based on commonly used factors. The factors selected based on the frequency are ‘transportation’, ‘stay accommodation’, ‘shopping’, ‘meal’, ‘tourist destination’, and ‘price’. In addition, although the frequency is low, the'security stability' factor was considered to be suitable for this paper because it was suspected of security in Central Asia or Uzbekistan abroad (Europe, USA, Korea) due to lack of publicity and information. . In addition, the'various experiences' factor was added to understand the opinions of tourists related to various cultural events in Uzbekistan. 3. Theoretical background of travel agency management The travel industry is a company that has a mediating function to rely on tourism-related companies to increase profits by selling travel products to tourists and to continuously provide quality services to customers (Dae Sun Yoon, Koo Bon Ki, Yoon Ki Myung, Lee Kyung Sook & Choi Hyun Mook , 2018). Travel agencies are trying to satisfy tourists' acceptance by developing tourism products and providing travel product services (Lee Sung-cheol 2013). As the tourism market expands and changes, the environment of travel business management is changing due to serious competition for domestic and foreigners. Now, consumer income level is improved, consumer education level, competition is changing and profit margins are reduced, consumer needs are increasing, and consumerism is increasing. Due to the market changes caused by the emergence of SIT, travel managers need to pay attention to the commercialization of tourism products that consumers want (Hye Young Kim, Yang Rye Jang 2011). Looking at the previous research on travel agency management, it is as follows. Nevmerzhitskaya (2013) mainly deals with business travel. Conducted a study on the future work of a travel agency. This study focuses on analyzing the factors of change in business travel distribution from the perspective of business buyers and scenario development. To this end, interviews were conducted with corporate buyers and professional organizations to develop a total of three scenarios. Shahnaznayebzadeh&Harandi (2014) investigated factors influencing management of travel agency management risks in the Yazd region. Related factors include basic and economic factors, as well as environmental, regional, tacit risks, and political risks. As a result of research on the relationship between them, basic and economic factors, environmental, regional, tacit risks, and political risk factors are used to manage travel agency management risks. Appeared to have an effect. A study by Perl&Israeli (2011) focused on crisis management in the travel industry. This crisis management plan consisted of four aspects: marketing, sustainability, human resources, and government support, and measured the importance of each plan perceived by managers. In addition, a survey was conducted on how much the managers used the four methods. As a result of the analysis, it was found that there was a difference between the importance and the degree of use according to the method. This difference is particularly noticeable in the government-supported sector, and the importance is higher than the degree of use. In addition, managers tended to combine marketing, sustainability, human resources, and government support in order to achieve cost savings. Oroian&Gheres (2012) applied a crisis management model to identify risks for travel agencies in Romania. Research results through extrapolation can be usefully applied to intermediaries in all tourism industries as well as in Romania, and risks can be analyzed through organizational, environmental, competitive, economic, political, infrastructure, situational, business risks and specific factors through factor analysis. It was categorized as risk. Based on the crisis management model proposed in the study, travel agencies can freely adjust and apply the model. In a study by Lawton & Weaver (2009), in-depth interviews with 19 of America's most successful travel agency owners revealed negative public perceptions of the travel industry as a major external threat facing the industry. Inappropriate perception through the Internet-based media, unprofessional travel agencies, negative media coverage, and the lack of attracting younger customers were presented as subtopics. In addition to the intrinsic interest in travel and the need for geographic awareness presented as a sub-topics, public service activities have been recognized as a major opportunity to address these issues. Other solutions include targeting niche markets, Internet technology, strengthening and easing competition. Kim Hye-Ran (2016) conducted a customer satisfaction survey on the purchasing process provided by travel agencies to customers, and as a result, it was found that distribution channel attractiveness, content quality, and purchasing process quality influenced customer satisfaction. In addition, he emphasized the need for competitive strategy development for customer satisfaction and long-term customer relationship management through management of the purchasing process for travel agency practitioners. Choi Byeong-chang and Park Jong-ho (2009) studied how online and offline travel agency service quality affects post-tourism behavior. To this end, the relationship between travel agency human service quality evaluation, tourist satisfaction, and post-tourism behavior was analyzed. . As a result of the study, the relationship between perceived tourism service satisfaction of tourists, positive word-of-mouth intention, and reuse intention showed that overall tourism satisfaction, service satisfaction among tourists, and service satisfaction before tourism influenced. As a result, suggestions were given to improve and manage human service quality of online and offline travel agencies. Jae-gon Lee (2010) conducted a study on the properties of travel agency selection for individual travelers, and divided them into website convenience, travel agency expertise, travel agency reputation, travel agency reliability, and travel product price. As a result, it was found that the reliability of the travel agency has the highest impact, and it is also considered that strengthening the professionalism of individual travel agencies is also an important attribute, in order to effectively sell products, it is necessary to focus on strengthening the expertise in specific fields of individual travel products. Su-kyung Oh (2004) suggested improvement measures by analyzing travel service complaints and identifying problems through travel agency quality improvement research. In order to improve the quality of travel services, it was judged that the need to actively resolve customer complaints, which are of interest and continuously increasing, not only from travel agencies but also from the relevant administrative offices, is important. Ji-Hwan Yoon (2007) studied the effects of internet travel agency selection attributes on e-loyalty for tourists living in Seoul, Gyeonggi and Chungcheong areas. As a result of the study, it was found that it affects customer-oriented Internet travel products, Internet system environment, additional service provision, intangible values of travel agencies, and customer relationship strengthening order. Travelers appear to be sensitive to quality of service and price in their travel agency choices. (Ivanov, 2007; Long & Shi, 2017; Byeongchan Choi and Jongho Park 2009). In addition, the importance of providing on/offline services for travel agencies, the reputation and size of travel agencies, the ease of booking and consultation of employees with no knowledge, and the price of travel products (Chang, 2015; Koc, 2003; Yoon Ji-hwan, Lim) Yeonwoo 2007; Jaegon Lee 2010; Stoval 1992; Kwangho Kim 2002;). On the other hand, the interior decoration and atmosphere of the travel agency, the amenities of the travel agency, and the exterior of the building were relatively insignificant (Choi Mi-sun 2003). In particular, the personal service leader, guide professionalism and kindness tend to have an important influence on the choice of travel agency for overseas tourists (Prakash, Chowdhary & Sunayana, 2010; Cho Won-kuk 2006; Kim Hee-jin 2004). Based on these prior studies, travel agencies are to grasp and apply in detail what criteria foreign tourists consider when selecting a travel agency and what they are satisfied with and dissatisfied during the travel period in order to secure competitiveness and expand management profit. By doing so, it is necessary to improve the problem. Through these efforts, the role is important to continuously secure a large number of tourists and increase consumer satisfaction. II. Uzbekistan Tourism Status 1. Uzbekistan tourism policy The main starting point in Uzbekistan's tourism policy was after independence from the former Soviet Union in 1991, and in 1992 the government established a national tourism company called “Uzbek Tourism”, and based on this, joined the World Tourism Organization (WTO) in 1993. Could. Based on this, laws and regulations related to the tourism industry were legislated, and the “Tourism Act” was introduced in 1999 with the aim of legal regulation in the tourism sector, market development, protection of tourist interests, and protection of travel agencies. Subsequently, the Presidential Decree was passed on “Silver Road Area Development and Tourism Resource Development”, “Strengthening Human Resources Development” and “Service Sector Development” to develop the tourism industry. As a result, new tourism institutions were created and facilities to accommodate foreign tourists increased (Airey & Shackley, 1997). Over the past two decades, the nature of the Uzbekistan tourism industry has changed depending on the relationship between supply and demand for tourism products, the dominant form of tourism activity, the organizational structure of the industry and other key characteristics (Safarova, 2016). In addition to liberalizing the economy and integrating it into dynamic domestic and international tourism markets, Uzbekistan has begun to deregulate and lift tourism activities. Tourism has been recognized as a major growth industry by the government and a source of wealth and jobs (Airey & Shackley, 1997). In December 2016, President Uzbekistan of Shavkat Mirziyoev passed the ‘Guaranteed Activation of Uzbekistan Tourism Industry Development Act’. Accordingly, various policies for the development of Uzbekistan tourism industry are prepared from 2017 to 2021. Among the measures proposed in the legislation, it states that the development of competitive tourism products and the composition of tourist destinations that can advance into the world tourism market should be organized (The State Committee of the Republic of Uzbekistan on tourism development, 2016). Accordingly, the Uzbekistan government recognizes that the tourism industry can be the driving force for future economic growth and is attempting to revitalize the tourism industry. 2. Uzbekistan Tourism Resources Currently, more than 7,300 objects of cultural heritage are preserved in Uzbekistan, of which there are more than 4,200 archaeological sites and more than 2,000 objects of architectural heritage. Of these, more than 500 travel programs were linked to tourist attractions. In addition, it is designated as an 8 reserve, 3 national natural parks, 6 natural monuments and 11 wildlife reserves, and has excellent tourism resources (Elmurodov, 2018). Uzbekistan is the center of the Silk Road in the past, and the Islamic ruins are well-developed starting from the major oasis cities in the middle and western regions. There are 7000 ancient and medieval ruins. In addition, several sites have been listed as UNESCO World Heritage Sites, including historical centers such as Khiva, Bukhara, Samarkand, and Shahrisabz. Samarkand, the capital of the Amir Timur Empire, is included in the top 50 cities to visit once in a lifetime at Huffington Post's (“The Top 50 Cities,” 2017), and Tashkent preserves and promotes historical and cultural heritage. , Paying great attention to the reconstruction of national traditions and customs and the reconstruction of the country's major tourist destinations (Baydarov, 2016). Bukhara and Khiva celebrated the 2,500th anniversary of the ancient city as of 2017, and Samarkand celebrated the 2,750th anniversary (Sobirov et al., 2017). In addition to the Silk Road tour, Central Asia has a variety of tourist attractions and resources, and there are many types of tourism (travel) products. Travel packages include ecotourism, extreme experiences, recreation, culinary experiences, sustainable tourism, business, sports, safaris, religious tourism, adventure, archaeological tourism, folk tourism and cultural tourism (Sobirov et al., 2017). Among them, Uzbekistan has various tourist attractions and resources, so it is possible to diversify tourist products. Rich cultural and historical heritage, the location of the Silk Road, ancient traditions and cultural arts, culture, religion, archaeology and folklore attract tourists, and there are many unique sacred sites that offer opportunities for pilgrimage and religious tourism. . In addition, the magnificent nature (lakes, mountains, rivers, meadow forests, prairie, desert landscapes) is available for ecological and adventure tourism. However, even though it currently holds more than 8.000 cultural and natural heritage, it is only used in 5-8% of the tourism industry, so it does not take full advantage of tourism potential (Golisheva, 2012). You can find a variety of cultural tourism resources even if you have a limited look at the four representative historical cities of Uzbekistan: Khiva, Bukhara, Samarkand, and Tashkent. 3. Uzbekistan Tourist Status According to the status of the immigrants according to the purpose of visit, 71.5% of all Uzbekistan immigrants (5,255.3 thousand) entered for the purpose of residence (including Uzbekistan citizens), 2.0% were on business, 2.0% (6.3 thousand) were studying abroad, 0.7% (53,100 people) were employed, 22.6% (1,661,600 people) visited families, 0.4% (27,300 people) were treated, 0.2% (17.2 thousand people) were commercial, and among them, tourism was aimed at 2.4% (17 million) 5,700 people). According to the Uzbekistan Statistical Office data in 2016, the number of foreign visitors to Uzbekistan was 2,157,700, an increase of 7 times (1,855,300) compared to 2000. Overseas tourists who visited Samarkand, a famous tourist attraction, recorded 239,000 in September 2018. The majority of these tourists, 76,300, came from Russia and the CIS countries, and 49,600 from Central Asian countries. Among the overseas tourists, the number of Korean tourists was 9,400, followed by 8,300 in Japan, 6300 in France, 5,500 in Germany, 5,400 in Italy, and Spain. It was found that 4,500 people visited (Diyorhujayeva, 2018). Looking at tourism companies and the number of tourists who receive services from them, the number of tourism companies active in 2016 was 433, up 75 from 2012. However, it can be seen that the number of tourists provided by tourist companies has decreased from 511,600 in 2012 to 465,400 in 2016. Download 29.34 Kb. Do'stlaringiz bilan baham: 
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