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.

Why do gifted students leave their residential borough to continue Dissertation

Why do gifted students leave their residential borough to continue their post 16 education - Dissertation Example Sampled Population A pie chart is a circle ("pie") divided into segments ("slices") to represent the proportion of observations that fall into each category (Urdan, 2005). In the pie chart, the arc length along the circumference of the circle and the area enclosed by the arc through central angle is directly proportional to the quantity it represents. Each increment in the angle of the segment (slice) represents increase in the percentage increase of the quantity. It is the most widely used chart in today’s business world. A pie chart was used to indicate from the responses collected that all the participants in the survey left their secondary school in year 2012 as shown below. Also it was important to note that all the sampled participants enrolled in A-level for college studies. A pareto chart is one of the seven basic statistical quality tools and is used to depict values in descending order indicated by bars and cumulative value by line (Joiner Associates, 1995). One side of the graph along the y-axis represents the values while the secondary y-axis on the opposite end represents percentage increase with each quantity added by bars. ... se Masters 0 1 Degree level 3 1 BTEC National Diploma at College 1 0 Do not know 1 0 A-level 7 2 GCSE level/O-level 6 1 No formal qualifications 4 4 Also mothers of nearly 74.2% of all the sampled participants had a qualification of either A-level or lower. None was reported having a masters level degree with only 19.4% with a bachelor’s level degree qualification. It appeared from the responses that not majority of the mothers had opportunity to undertake higher education and were mainly restricted to A-level and below; still they have managed to influence the decision of their children in leaving the borough for post 16 education. Mother's Qualification Deciding Factor True Deciding Factor False Degree level 3 3 A-level 8 0 GCSE level/O-level 5 4 No formal qualifications 4 2 Do not know 2 0 Interaction Between Secondary School and Post 16 College Joined First of all, it was important to know which secondary school our sample participants attended for their early education. B elow is a pareto chart of the Students count in relation to the secondary school they attended. It appeared that majority of the students attended Forest Gate Community, Langdon School Newham, Plashet School and Little Liford School, which together made more than 50% of all the secondary schools attended as shown below. Chart below indicates frequency and percentage of students applying to a specific college. It was seemed relevant to understand if the secondary school attended by the sample participants had any influence on their joining of a particular college for post 16 years education. It was revealed that two students each from Plashet School and Rokeby School joined Seven Kings High School and Havering Six Form College. Also three students from Langdon School Newham joined Seven Kings