Investigating Service Quality Management in the Transport Sector in Fako Division – A Comperative Study of Guarantee Travel Agency Limited and Musango Bus Service Company Limited – Buea, South West Region - Cameroon

Services are activities delivered by service providers when compared to products, service can only be experienced; its evaluation is incoherent before the consumption of the actual service. Employees must have the willingness to help customers and thus provide prompt service; this is communicated to customers by the length of time they have to wait for assistance, answers to questions or attention to problems. Excellent service quality has been recognized as a medium of competitiveness and supremacy in terms of service. For this reason tourism and hospitality establishment should therefore conduct regular assessment of how well a delivered service conforms to the client's expectations and they should do this in order to improve their services by trying to quickly recognize problems and to better assess client satisfaction if they want to stay in business or be competitive in the market place. The result obtains from the comparative study of the two tourism travel agencies; indicates that service quality is largely based on reliability and responsiveness and that these two tourism businesses must try to position themselves in the marketplace through branding.

Keywords: Service, Quality, Service Quality, Hospitality, Hospitality Industry, Tourism, Tourism Industry