A Study of Customer Service Competencies and Service Quality of Tour Guide

Abstract

Many types of research in the competency areas focus on healthcare leadership competencies, human resource development competencies, and leadership competencies but not on customer service competencies, specifically tour guide. This study was carried out to examine the relationships between knowledge competencies and service quality of tour guides. The data was gathered from 30 respondents using a simple random sampling technique, and the reliability procedure was also validated. Descriptive and regression analyses were completed using the SPSS Version 23. The constructs of customer service competencies are based on Durand’s Model, which includes knowledge, skills, and attitudes, while the constructs of service quality are based on RATER’s Model, which comprises reliability, assurance, tangibles, empathy, and responsiveness. The study examines a meaningful relationship between KSA competencies and the service quality of tour guides. This study will serve as a guideline for developing strategies for excellent customer service employees.