2. TRAVELAGENCY
• Travel agency is the image builder of country
• Travel agency is one of the most important
organization in the travel industry which
convert a country attraction, accessible,
amenities into saleable commodities
3. TOP 5 TRAVELAGENCY IN
INDIA
• Cook and king
• Thomas cook
• Make my trips
• Kesari
• Goibibo
4. TOURISM SUB-SECTOR AND
PRODUCT
The tourism industry has been divided into 8 different
sectors or area.
• Accommodation
• Adventure tourism and recreation
• Attraction
• Event and Conferences
• Food and Beverage
• Tourism Services
• Transportation
• Travel trade
5. ACCOMMODATION
• Accommodation is one of the largest and fastest growing
sectors in the tourism industry.
• Categories of accommodation
- Hotel
- Motel
-Resorts
6.
7. ADVENTURE TOURISM AND
RECREATION
• Adventure tourism is a type of tourism , involving
exploration or travel to remote, exotic and possibly
hostile areas.
• There are two categories
- Hard tourism
-Soft tourism
8.
9. ATTRACTION
• A tourist attraction is a place of interest where
tourists visit, typically for its inherent or exhibited
natural or cultural value, historical significance,
natural or built beauty, offering leisure and
amusement.
• Some tourist attraction example places
- National park, Theme park , forest
- Art galleries and museums
-Historical places
-Historic Train
-Culture and sport event.
10.
11. EVENT AND CONFRENCES
• Event and Conferences contribute dollars to
communities.
• Not only money spend in event and conferences but
also “spinoff dollar” are also spent on everything
accommodation to souvenirs.
12. FOOD AND BREVERAGES
• The food and Beverage industry is a 32 billion
a year industry
• Encompasses all types of establishments that
supply food and beverage for consumption
13.
14. TOURISM SERVICES
• Made up of the organizations ,association,
government agencies and companies that specialize in
serving the need of the tourism industry
• Several areas that make up this sector :
1.Government
2.Industry Associations
3.Retails
4.Reasearch
17. TRAVEL TRADE
• People that work in the travel trade make
reservation for accommodation , tours ,
transportation, food and beverage and for
attraction.
• Two categories of travel trade
1. Retail Travel Agency
2. Wholesale Travel Agency
18. SERVQUAL MODEL
• SERVQUAL is a multi-dimensional research
instrument, designed to capture consumer
expectations and perceptions of a service along the
five dimensions that are believed to represent service
quality.
• It has become the dominant measurement scale in the
area of service quality.
20. CRITICISM OF SEVVQUAL
MODEL
• It has been criticized that SERVQUAL’s (RATER) are
not universal and that the model fails to draw on
established economic , statistical and psychological
theory.
• There is little evidence that customers asses services
quality in term of perception expectation gap.
• SERVQUAL focuses on the process of service
encounter
• There is a higher degree of intercorrelation between the
5 RATER dimensions thus the score obtained cannot be
exact
21. SERVQUALS – Good or Bad ?
• SERVQUAL “remain the most complete attempt to
conceptualize and measure service quality.
• The main benefit of the SERVQUAL measuring tool
is the researcher to examine numerous service
industry such as healthcare ,banking financial
services and education.
• Service Quality is widely regarded as a driver of
corporate marketing and financial performance.
22. ADVANTAGES AND
DISADVANTAGES OF SERVQUAL
ADVANTAGES DISADVANTAGE
• Enable assessing services 1 The uniform applicability of
quality from the customer’s the method for the service
Services sector is difficult .
• We can track customer 2 The use of expectation in
Expectations and perceptions measuring service quality
over time , together with the has currently come under
discrepancies between them a lot of criticism
• Servqual enable comparison 3 Does not measure services
to competitors on common outcome perception
aspect
23. USES OF SERVQUAL
• To compare a company’s SERVQUAL scores against
competitors
• To identify and examine customer segment that differ
significantly in their assessment of a company’s
services performance
• To asses internal services quality
24. GAP MODEL
• A gap analysis is a method of assessing the
differences in performance between a business'
information systems or software applications to
determine whether business requirements are being
met and, if not, what steps should be taken to ensure
they are met successfully.
