Measuring Service Quality in Tourism Industry

The expansion of the service sector, the stronger competition resulting from globalization and deregulation, and the emergence of new information technologies have accelerated the shift toward a knowledge-based and innovation-driven economy. With the increasing role of tourism in global economy and the growing competition in the global tourism market, the importance of developing quality tourism products has been recognized by both the public and the private tourism sectors. In order to develop quality tourism, organizations need to know what their competitive advantage is and what capabilities they need to grow and maintain. The aim of this paper is to analyze the customer satisfaction in the tourism area in order to emphasize the need for better quality and innovative services. (C) 2016 The Authors. Published by Elsevier Ltd.