The influence of a tourism service quality to service competitiveness (The case of Kelme tourism and business information center

The influence of tourism service quality to competitiveness. It is difficult to evaluate losses, suffered due to bad quality. This means extra expenses to correct the mistakes, wasting time due to inappropriate processing of work organization and losing opportunities and decreasing the enterprise image and loss of customers. The elimination of losses, caused by bad quality, means lower expenses of making a service and achieving better effectiveness of the work. The increasing importance of the tourism business in the world and country markets, makes us re-think the role of this business and ensure that everything is done to continue its spread effectively and maximize the use of its opportunities in the global world to improve the life quality. Customers of Lithuanian tourism information centers still face the different matters of inappropriate service quality. Tourism is a very wide field, so the employees of these Centers have to have the abilities to convey the country culture, accommodation and transport possibilities, tourism resources and their uniqueness and plenty of other information. So, the good quality services may help to implement the expectations and needs and contribute to the spread of Lithuania tourism. The goal of this works is to analyze and evaluate the Public Institution „Kelme Tourism and Business Information Centre“ services, define the improvement methods and possibilities of increasing its competitiveness. The tasks of this work are: describe the structure of the tourism sector, its participants, the development tendency, considering the EU regulations; define the criteria for tourism services and their particularity; define the methods to determine the quality; define the service quality of a selected tourism information centre and evaluate its influence to competitiveness; provide the methods possibilities to improve the service quality and define the service quality of a selected tourism information centre and evaluate the influence of service quality to competitiveness. The research object: tourism service quality, possibilities to evaluate the service quality, its influence on define the service quality of a selected tourism information centre and evaluate its influence on competitiveness. The goal of the research is: the research of the customers’ opinions about the Kelme Tourism and Business Information Centre service quality and ways to promote its competitiveness. After finalizing the research results, it has been stated that the research of Kelme Tourism and Business Information Centre activity development and defining the marketing directions is oriented to Lithuanian tourism perspectives and helps to choose the direct information spread segments and improve Center’s competitiveness