How to Recommend a Things

1.0 Introduction

Tourism is an activity for leisure, fun or as a business purpose. This activity has become a leading leisure activity since the past few decades. It has become one of the fastest growing industry in the global due to the dramatically growth of tourists and more diversification of activity.

There are few dominant players which involve in the tourism are airlines, tour agency and hotel industries. Their role is to provide the access and facilities for the tourists. For our assignment, we had chose travel agency as our target service industry. The organization we took for the further research is Reliance Travel in Malaysia. The role they playing in the tourism are to assist and determine the destination of choice for the tourists.

Due to the booming developed in the tourism activity, a lot of issues will come along with it. We had identified 2 issues which are service quality and crime that will influence to the service of Reliance Travel. Expectancy Disconfirmation Model, Molecular Model and Conceptual Model are the 3 models that we use to explain the how the 2 issues implicate the service marketing as well as the business of Reliance Travel. There are also few recommendations will be provided to face these issues in order to improve the services.

2.0 Company Background

Reliance Travel Company has been conducted the business in Travel and Tourism industry for 43 years, since 1969. It was a leading Travel Management Company in Malaysia and it was became the first Travel and Tour Company that listed on the Kuala Lumpur Stock Exchange (KLSE) in 1993. Reliance Travel Company main office was located at S-02-03 Impian Meridian Subang USJ 1, Subang Jaya, Selangor, 47600, Malaysia. They specialized in organizing travel arrangements and travel packages on behalf of the customers who want to fun, leisure, holiday, and vacation at specific destination throughout the world. They can help the customers to arrange the travel perks including...