Evaluation of service quality in the Ghanaian travel and tourism industry: A case study of Focusline Travel and Tours Limited.

Thumbnail Image
Journal Title
Journal ISSN
Volume Title
This study was to examine the impact of service quality in the Ghanaian travel and tourism industry using Focusline Travel and Tour Ltd – Kumasi as the test Case. The study aimed at identifying how service quality has impacted positively in the travel and tour industry. The use of simple random and purposive sampling techniques was used in collecting the data. The use of research questionnaire and interviews were employed to achieve the objectives of the research. It was found that most of the respondents rated good customer care as the most critical factor for a successful service quality delivery. It was recommended that Focusline should consider everything from the appearance of the office to the clerk’s willingness to listen and answer questions.
A Dissertation Submitted To the School Of Business,Kwame Nkrumah University of Science and Technology in partial fulfilment of the requirement for the Degree of Executive Master of Business Administration (EMBA), 2008