TY - THES AU - Husi, Carole T1 - Analysis of Customer Satisfaction in Terms of the Expected and Actually Perceived Services of the Tour Operator Kontiki T4 - A study of different ways to meet customer‘s expectations DA - 2014 CY - Chur PB - Hochschule für Technik und Wirtschaft HTW Chur A3 - Ermen, David AB - Customer satisfaction has nowadays become an essential term in the highly competitive market. In the service industry, especially in the tourism sector, companies need to keep their customers loyal through customer satisfaction. Closely related to satisfaction are thereby the aspects of the term service quality. Service quality counts as one way to differentiate a company from competitors and suits therefore as a Unique Selling Proposition and is inevitable for the success of a company. This Bachelor thesis highlights the importance of service quality in relation with customer expectations and satisfaction by analysing the tour operator Kontiki Reisen. It further illustrates shortfalls and deficits between the expectations and the actual perceived services and proposes strategies to reduce these gaps. Information was thereby gathered from different sources within a literature review and from a customer survey with selected customers of Kontiki within a quantitative research approach. M3 - Bachelorarbeit Tourismus M4 - Citavi ER -