Analysis on Service Quality Management on Customer Retention with Special Reference to the Travel Store Holidays Private Limited Bangalore

Analysis on Service Quality Management on Customer Retention with Special Reference to the Travel Store Holidays Private Limited Bangalore

AUTHOR 1: KIRAN M

ⅳ Sem MBA, RRIAS, RR institutions

Bangalore university, Bangalore,

Email ID: kiranmgowdagowda@gmail.com

AUTHOR 2: GEETHA R

Assistant professor, RRIAS, RR institutions

Bangalore university, Bangalore

Email ID: rgeetha691@gmail.com

ABSTRACT

The travel and tourism industry, a cornerstone of the global economy, relies heavily on service quality to attract and retain customers in an intensely competitive market. This study, "An Analysis on Service Quality Management on Customer Retention with Special Reference to The Travel Store Holidays Private Limited, Bangalore," examines the critical role of service quality in fostering customer loyalty and retention.

The research employs a mixed-method approach, gathering primary data through customer surveys and employee interviews, and analyzing secondary data from company records and industry reports. The study adopts the SERVQUAL model to measure five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Statistical tools, such as correlation and regression analysis, are applied to determine the relationship between service quality and customer retention.

Findings reveal that while The Travel Store Holidays excels in reliability and empathy, significant gaps exist in responsiveness and tangibles. These gaps have a direct impact on customer satisfaction and retention rates. The study highlights the need for targeted improvements in service quality management practices, such as staff training, better infrastructure, and leveraging technology for personalized customer experiences.

KEYWORDS: Service Quality, Customer Retention, Travel and Tourism, Customer Satisfaction, Loyalty Programs, Travel Store Holidays, Service Excellence.