This is an assignment on choosing a Customer Expectation of Service which is chosen on a service topic "Online Tourism & Travel Services". It is prepared by Md. Abdur Rakib.

1. Assignment
On
Customer Expectation of Service
(Online Tourism & Travel Services)

2. Assignment
On
Service Marketing (Course: 513)
Topic: Customer Expectation of Service
(Online Tourism & Travel Services)
Prepared for:
Dr. Serajul Hoque
Professor
Department of Marketing
Faculty of Business of Studies
University of Dhaka
Prepared by:
Md. Abdur Rakib
Roll No: 041
Section: A
Department of Marketing (14th
)
University of Dhaka
Date of Submission: 9th
September, 2012 eng.

3. Customer Expectations:
 Customer Expectations are beliefs about service delivery that function as standards or
reference points against which performance is judged.
 Customers compare their perceptions of performances with reference point to evaluate
service quality.
What customers expect, to what level they expect and tolerate is very difficult to know for a
marketer.
However, to become a successful marketer of service, a marketer must consider the customers’
expectations. A marketer of online tourism and travel service must follow a few considerable
matters:
 Type of expectation standards
 Factors that influence expectation
 Role Play
 Meet or exceed
The Meaning and Types of Expectation:
The level of expectation can vary widely depending on the reference point the customer holds
Level of Expectations:
a. Desired Service: The level of service the customer hopes to receive.
b. Adequate Service: The level of service the customer will accept.
The Zone of Tolerance: The extent to which customers recognize and are willing to accept the
variation of service
a. Different customer posses different Zones of Tolerance
b. Zones of Tolerance vary for service dimensions

4. Factors that influence expectation:
a. Busy customers
b. Sudden price rise
c. Scarce services
Role Play:
• Expectations play such a critical role in customer evaluation of service.
• Marketers need and want to understand the factors.
• Marketers would also like to have control over these factors.
Online Tourism & Travel Services:
As a huge population around the world are paying for tourism and are being motivated towards
the tourism places. Online tourism & travel services can be a popular service. A country like
Bangladesh with various remarkable tourist places & a potential global brand value for tourism
creates the door of various opportunities. Besides tourism places in Bangladesh, other outbound
tourism places are included in the online & tourism services.
The following things will be available in the online tourism and travel services.
 Online tourism services will be available with various types of information.
 Various tourist places will be visualized.
 Transport services and options will be illustrated. Transport fares and contact numbers will
be available.
 Tourist packages for individuals, families, or groups will be offered. Various relevant
conditions, procedures & facilities will be discussed later.

5.  Social community forum will be an added value to attract the consumer as well as to find the
weaknesses, threats, opportunities and thus to stay in the competition.
 Various useful guidelines will be provided with the services.
 Tourist guides will be provided as a matter of cost for a particular time period.
 Global social communities will be added for both the people of resident country living
abroad and the foreigners.
 Hotel/Motel/Resort reservations online.
 User accounts for customers.
 Various documentary and financial facilities for the travelers and the tourists.
 Corporate event management
 Tourism & travel logistic provider for research team & film makers.
 Receiving & transfer services.
 Visiting places information in brief.
 Students’ study/picnic/vacation tour arrangements.
 Various programme arrangements services.
 Online chat with service informer services for direct information.