An effective analysis of the service delivery and customer satisfaction

Abstract

Kingston Holidays is a relatively newly opened travel agent, operated by skilled and sophisticated resources with the mission to serve the best in the arena of travel and tourism. Its main service is to provide best tour packages in neighboring country such as India, Nepal, Bhutan, Thailand, Singapore, Malaysia, Sri Lanka, China and Indonesia with the most affordable worth and professional guide support. Kingston Holidays aims to let people venture into new places with undiscovered beauty. Their main services include tour packages, ticketing services, visa services and money exchange services. These all services combined the followings: arranging the tickets, assistance on arrival, accommodation, breakfast, lunch and dinner, sightseeing with professional tour guide, return airport transfer, visa assistance, 24 hours helpline and money exchange services as well. The survey findings are more or less satisfactory for the Kingston holidays. Majority customers which are 45%, choose Kingston holidays because of their experience which is positive sign for the company. 68% of the total respondents are agree with that, Kingston holidays provide the services what they are committed to provide while 17% are highly disagree with that statement. They should give more concentration on that 17%. As we all of know marketing and sales is the heart of an organization. The whole business depends on the sales team. Majority 63% are agreeing with that, the sales agent was professional and catered instinctively to their needs. 59% of the total respondents said that, the sales agent was well informed and provided the necessary information materials. But 67% remain neutral when they were asked that, based on the service provided by the Kingston holidays; will they prefer them in near future for travel? Yeas Kingston holidays has the facility of customized service but even though 78% customers thought that, Kingston holidays need be more customer driven, while 17% customers recommend that, improvement of the accommodation is much needed. Another finding suggests that, 63% customers come to know and or prefer Kingston holidays from hearing their friends, family members, colleagues. That indicates they need to focus more on advertisement and branding. According to the research findings, about 57% agree that the service provided by the “Kingston Holidays” are satisfactory and well managed. Yes the percentage is good but they should focus more on increasing that number. Along with that, they should also focus on 19% customers who said that, they are somewhat dissatisfied.