Measuring customer satisfaction and service quality in tourism industry

Measuring Customer Satisfaction (CS) and Service Quality (SQ), in the Tourism Industry, is warranted by the significance of the tourism segment and the competition amongst different tourism destinations. The quality of services improves competitiveness and customer loyalty. Tour operator is the key player, influencing the quality. He is the principal service provider who is responsible for delivering the promised service mix, including all arrangement such as flights, transportation, accommodation, excursion and guidance, throughout the service delivery period. Many of the tour operators are struggling to provide quality services.