The improvement possibilities of customer service quality in Kaunas city travel agency

The problem: Every client wants to get high quality and impeccable service, it is important to the customer as the service is provided, and whether it meets their expectations. To meet customers' expectations, in particular, it is important to properly handle them, ascertain their needs. However, it is not always the customer remains satisfied with obtaining a service. So the need to seek answers to the question: what is the customer service quality improvement opportunities? Research aim - to improve the quality of customer service capabilities in Kaunas travel agencies. Research object - customer service quality improvement opportunities in Kaunas travel agencies. Research tasks: 1. The quality of the concept of the essence; 2. To distinguish the quality of service parameters and the assessment methods and assess their strengths and weaknesses; 3. Identify the key customer service mistakes and improvement opportunities in the tourism field; 4. Create customer service quality improvement opportunities for the assessment model; 5. In the developed model to assess the quality of customer service in Kaunas travel agencies and their development potential. Master's work aims to summarize the theory of customer service quality and its development opportunities in Kaunas travel agencies. The analysis of the customer service quality evaluation methodology of scientific decisions, made in customer service quality improvement opportunities for study in Kaunas travel agencies. Based on the analysis of foreign authors to conclude that the service concept of the expansion of services in the market. The literature of the service quality assessment models, the abundance of revealing the complexity of the service quality assessment. How to best investigate the quality of services is generally recognized Serqual model, which helps to identify the user expectations and the inconsistencies in the quality of services provided. Service quality evaluation results in objective and subjective quality of service factors. Service impalpability caused some problems, as well as travel agencies, and the same customers. Effective customer service is the basis for understanding, as imagined by the customer service. When what they want and what the customer expects, it is necessary to select the appropriate customer service strategy. Fundamental errors of recognition of customer service experience and the lack of inadequate staff training. So, in order to successfully control the quality of the services companies need to allocate funds for the submission, ie, the same service. It should be not only the training of qualified professionals to prepare and keep them under control, whether the customers of the services provided, using a system of complaints and suggestions, as well as customer surveys, to help clarify the reasons for their dissatisfaction with service, but also the application of the new customer service and quality control measures: mystery shopper research and client service quality standard installation company