Author(s): Bidyut Jyoti Gogoi
Service quality enhancement is crucial for any business entity. Understanding the service quality gaps helps in improving the customer service. Good customer service quality is essential for enhanced customer satisfaction. An enhanced customer satisfaction helps in generating good word-of-mouth and thereby creating more loyal customers. Trust enhances commitment between the parties and lead to satisfaction. Tourism depends a lot on the flow of traffic to a location. The flow of traffic will depend on good customer experience, good word-of-mouth and recommendations from loyal customers. The researcher in this paper tries to check the influence of service quality, trust, satisfaction and commitment on word-of mouth and loyalty.