Project: A Study on Customer Service Quality in LWT: Learning While

Travelling

1. Title Page

Project Title: A Study on Customer Service Quality in LWT: Learning While Travelling
Submitted By: [Your Name]
Roll Number: [Your Roll Number]
Course: Bachelor of Business Administration
College: [Your College Name]
Date: [Submission Date]

2. Bonafide Certificate

BONAFIDE CERTIFICATE

This is to certify that the project report titled "A Study on Customer Service Quality in LWT:
Learning While Travelling" is a bonafide work carried out by [Your Name], Roll Number:
[Your Roll Number], a student of [Your College Name], in partial fulfillment of the
requirements for the award of the degree of Bachelor of Business Administration under my
guidance and supervision.

Signature of Guide
[Guide's Name]
Designation

3. Declaration

DECLARATION

I, [Your Name], Roll Number: [Your Roll Number], hereby declare that this project report
titled "A Study on Customer Service Quality in LWT: Learning While Travelling" is my own
work and has been carried out under the guidance of [Guide's Name]. This project has not
been submitted to any other university or institution for the award of any degree.

[Your Name]
Date: [Date]

4. Acknowledgment

ACKNOWLEDGMENT
I would like to express my sincere gratitude to [Guide's Name] for their invaluable guidance
and support throughout this project. I would also like to thank the management and staff of
LWT: Learning While Travelling for their cooperation and assistance. Finally, I extend my
thanks to my family and friends for their constant encouragement.

5. Abstract

ABSTRACT

This project explores the quality of customer service at LWT: Learning While Travelling, a
company dedicated to providing educational travel experiences. The study aims to evaluate
the effectiveness of LWT's customer service practices and identify areas for improvement.
Data was collected through surveys and analyzed using various statistical methods. The
findings indicate that while LWT generally provides satisfactory service, there are key areas
where enhancements can be made to ensure higher customer satisfaction.

6. Table of Contents

1. Title Page
2. Bonafide Certificate
3. Declaration
4. Acknowledgment
5. Abstract
6. Table of Contents
7. List of Tables and Charts
8. Chapter 1: Introduction
9. Chapter 2: Review of Literature
10. Chapter 3: Methodology
11. Chapter 4: Data Analysis and Interpretation
12. Chapter 5: Findings, Suggestions, and Conclusion
13. References
14. Appendices

7. List of Tables and Charts

1. Tables
o Table 1: Gender Distribution
o Table 2: Age Distribution
o Table 3: Education Level
o Table 4: Marital Status
o Table 5: Monthly Income
o Table 6: Occupation
o Table 7: Opinion on Modern Equipment
o Table 8: Opinion on Physical Facilities
 o Table 9: Opinion on Proper Uniform
o Table 10: Enquiry and Materials Handling
o Table 11: Keeping Promises to Customers
o Table 12: Problem-solving Ability
o Table 13: Performing Services Right the First Time
o Table 14: Meeting Promised Service Times
o Table 15: Maintaining Error-free Records
o Table 16: Employee Performance
o Table 17: Prompt Service Delivery
o Table 18: Willingness to Help Customers
o Table 19: Responsiveness to Customer Queries
o Table 20: Ensuring Safe Transactions
o Table 21: Courteousness of Employees
o Table 22: Knowledge to Answer Customer Questions
o Table 23: Providing Individual Attention
o Table 24: Convenient Operating Hours
o Table 25: Personal Attention to Customers
o Table 26: Understanding Customer Needs
2. Charts
o Pie Chart: Gender Distribution
o Bar Chart: Age Distribution
o Pie Chart: Education Level
o Bar Chart: Monthly Income Distribution
o Pie Chart: Opinion on Modern Equipment
o Bar Chart: Opinion on Physical Facilities
o etc.

Chapter 1: Introduction

1.1 Introduction

LWT: Learning While Travelling is a company that combines the joy of travel with the
enrichment of educational experiences. Understanding customer service quality is critical for
the company to ensure repeat business and customer loyalty. This study examines the various
dimensions of customer service quality at LWT and aims to identify areas where
improvements can be made to enhance customer satisfaction.

1.2 Industry Profile

The travel and tourism industry is one of the fastest-growing sectors globally, contributing
significantly to economic development. The industry faces challenges such as fluctuating
demand, changing customer preferences, and competition. In this context, providing high-
quality customer service becomes a differentiator.

1.3 Company Profile

LWT: Learning While Travelling offers curated educational travel experiences for various
age groups. The company focuses on providing immersive and informative travel packages
that cater to both leisure and learning. The mission of LWT is to enrich lives through travel,
while its vision is to become the leading provider of educational travel experiences
worldwide.

1.4 Objectives of the Study

• To evaluate the quality of customer service provided by LWT.

• To identify key areas for improvement in customer service practices.
• To suggest actionable recommendations based on the study findings.

1.5 Problem Identification

Despite offering unique travel experiences, LWT faces challenges in maintaining consistent
customer service quality. Customer feedback indicates variability in service experiences,
necessitating a comprehensive study to pinpoint and address these issues.

1.6 Scope of the Study

The study focuses on customer interactions and feedback related to LWT's services. It
encompasses various aspects of customer service, including responsiveness, reliability,
assurance, empathy, and tangibles.

1.7 Sources of Data Collection

• Primary Data: Collected through customer surveys and interviews.

• Secondary Data: Sourced from company records, industry reports, and academic
journals.

Chapter 2: Review of Literature

This chapter reviews existing research and studies on customer service quality in the travel
industry. Key models and frameworks such as SERVQUAL are discussed, providing a
theoretical foundation for the study.

Chapter 3: Methodology

3.1 Research Design

The study employs a descriptive research design to assess customer service quality at LWT.

3.2 Sampling Technique

Convenience sampling is used to select respondents for the survey.

3.3 Sample Size

The study sample consists of 120 customers who have availed services from LWT.

3.4 Tools for Data Collection

Data is collected using a structured questionnaire designed to capture various dimensions of

customer service quality.

Chapter 4: Data Analysis and Interpretation

4.1 Demographic Analysis

| Table 1: Gender Distribution |

Gender Number of Respondents Percentage

Male 60 50%
Female 60 50%

| Table 2: Age Distribution |

Age Group Number of Respondents Percentage

18-25 30 25%
26-35 40 33.30%
36-45 25 21%
46-55 15 13%
56+ 10 8.30%

| Table 3: Education Level |

Education Level Number of Respondents Percentage

High School 20 17%
Bachelor’s 50 41.70%
Master’s 30 25%
Ph.D. 10 8%
Others 10 8.30%
| Table 4: Marital Status |

Marital Status Number of Respondents Percentage

Single 60 50%
Married 50 41.70%
Divorced 5 4%
Widowed 5 4%

| Table 5: Monthly Income |

Income Range Number of Respondents Percentage

< $1,000 20 17%
$1,000 - $2,000 40 33.30%
$2,001 - $3,000 30 25%
$3,001 - $4,000 20 17%
> $4,000 10 8.30%

| Table 6: Occupation |

Occupation Number of Respondents Percentage

Student 30 25%
Employed 50 41.70%
Self-employed 20 17%
Unemployed 10 8%
Retired 10 8.30%

4.2 Service Quality Analysis

| Table 7: Opinion on Modern Equipment |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 50 41.70%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%
| Table 8: Opinion on Physical Facilities |

Opinion Number of Respondents Percentage

Strongly Agree 40 33%
Agree 45 37.50%
Neutral 15 13%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 9: Opinion on Proper Uniform |

Opinion Number of Respondents Percentage

Strongly Agree 35 29%
Agree 45 37.50%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 10: Enquiry and Materials Handling |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 50 41.70%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 11: Keeping Promises to Customers |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 55 45.80%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%
| Table 12: Problem-solving Ability |

Opinion Number of Respondents Percentage

Strongly Agree 20 17%
Agree 50 41.70%
Neutral 25 21%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 13: Performing Services Right the First Time |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 50 41.70%
Neutral 20 17%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 14: Meeting Promised Service Times |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 45 37.50%
Neutral 25 21%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 15: Maintaining Error-free Records |

Opinion Number of Respondents Percentage

Strongly Agree 20 17%
Agree 50 41.70%
Neutral 25 21%
Disagree 15 13%
Strongly Disagree 10 8.30%
| Table 16: Employee Performance |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 50 41.70%
Neutral 20 17%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 17: Prompt Service Delivery |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 45 37.50%
Neutral 25 21%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 18: Willingness to Help Customers |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 50 41.70%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 19: Responsiveness to Customer Queries |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 50 41.70%
Neutral 20 17%
Disagree 15 13%
Strongly Disagree 10 8.30%
| Table 20: Ensuring Safe Transactions |

Opinion Number of Respondents Percentage

Strongly Agree 20 17%
Agree 50 41.70%
Neutral 25 21%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 21: Courteousness of Employees |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 45 37.50%
Neutral 25 21%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 22: Knowledge to Answer Customer Questions |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 50 41.70%
Neutral 20 17%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 23: Providing Individual Attention |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 50 41.70%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%
| Table 24: Convenient Operating Hours |

Opinion Number of Respondents Percentage

Strongly Agree 35 29%
Agree 45 37.50%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%

| Table 25: Personal Attention to Customers |

Opinion Number of Respondents Percentage

Strongly Agree 25 21%
Agree 50 41.70%
Neutral 20 17%
Disagree 15 13%
Strongly Disagree 10 8.30%

| Table 26: Understanding Customer Needs |

Opinion Number of Respondents Percentage

Strongly Agree 30 25%
Agree 50 41.70%
Neutral 20 17%
Disagree 10 8%
Strongly Disagree 10 8.30%

Chapter 5: Findings, Suggestions, and Conclusion

5.1 Findings

• The majority of customers are satisfied with the modern equipment and physical
facilities provided by LWT.
• There is a need for improvement in maintaining error-free records and meeting
promised service times.
• Employees' problem-solving abilities and willingness to help customers received
positive feedback.
• Personal attention and understanding customer needs are areas that require more
focus.

5.2 Suggestions
 • Implement regular training programs for employees to enhance their problem-solving
and customer handling skills.
• Invest in technology to automate and streamline record-keeping processes.
• Develop a robust feedback mechanism to regularly collect and analyze customer
feedback.
• Ensure that customer service standards are consistently maintained across all
interactions.

5.3 Conclusion

The study indicates that LWT: Learning While Travelling has a solid foundation in providing
quality customer service. However, continuous efforts to address the identified areas for
improvement will help the company achieve higher customer satisfaction and loyalty.

References

1. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1988). SERVQUAL: A multiple-

item scale for measuring consumer perceptions of service quality. Journal of
Retailing, 64(1), 12-40.
2. Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson.
3. Industry Reports and Articles on Customer Service in the Travel Industry.