The Concept of Customer Perceptions and Expectations With Respect To Essay

The Concept of Customer Perceptions and Expectations With Respect To Service Quality - Essay Example This paper illustrates that the service quality of the travel and tourism industry has declined over the years with the rise in the number of passengers and decrease in the price of the tickets. The dimensions of service quality are also measured that are presently delivered by the industry. A comparative analysis of quality perceptions among a number of organizations in the same industry had helped in determining the gap in the quality of the perceived and expected service. The present article has focused on an exhaustive study and the findings are based on a number of tools and strategies, which is recommended for the success of the industry. These tools help in improving the service quality of the travel and tourism industries. Academics and researchers have been constantly focusing on measurement and conceptualization of factors associated with service quality as well as its influence on the performance of businesses. Despite the extreme importance service quality exerts on the o verall strategic planning procedure and corporate success, no precise or ideal definitions have been developed surrounding the concept of service quality. The most precise and followed concept of service quality was given by Parasuraman, Zeithaml, and Berry which defined service quality as â€Å"a global judgment, or attitude, relating to the superiority of the service†. Most of the researchers and academics agree to the aforementioned definition and follow it regularly. Service quality can also be explained as the overall impression of a consumer regarding the relative superiority or inferiority of an organization as well as its services. Delivering unparalleled service quality required conforming to the expectations of the customers on a regular and consistent manner and offering them a better quality service that their expectations.