Service quality and tourist satisfaction.

Abstract

This chapter examines the meanings of 'quality', 'service quality' and 'customer satisfaction' and brings together a number of key issues, which need to be clarified before further analysis of tourism and hospitality service design and delivery systems can be developed. This chapter also reviews the influential SERVQUAL method and model. A case study illustrates many of the points discussed in the context of one of Britain's major historic tourist attractions, the Leeds Castle. The case study has shown how the quality of service provided at a well-managed castle can be analysed through a conceptual blueprint.