Tourism Management Certificate Practice Exam 2025 – Complete Study Resource

Service quality in tourism primarily pertains to the customer's perception of value based on their expectations and experiences. When customers engage with tourism services, they have certain expectations shaped by various factors such as marketing, previous experiences, and word-of-mouth. Service quality becomes evident when there is a comparison between what customers expect and what they actually receive.

If the service meets or exceeds their expectations, it is perceived as high quality, contributing to customer satisfaction and loyalty. Conversely, if the service fails to meet expectations, the perceived quality is low, leading to dissatisfaction. This perception can significantly impact a tourist's decision to return or recommend the service to others, making it a crucial element in the tourism industry.

In contrast, focusing solely on the overall price of services, customer feedback, or the number of services offered does not fully encompass the essence of service quality. While these aspects can influence customer experiences, they do not directly define how service quality is perceived in terms of expectations versus reality.