Date of Award


Document Type



Edith Cowan University

Degree Name

Bachelor of Business Honours


Faculty of Business

First Supervisor

Marc Saupin

Second Supervisor

Dr Peter Standen

Third Supervisor

Therese Spiers


There is a lack of significant in-depth research, analysing service quality in the travel and tourism industry. This research attempts to contribute to the literature by analysing service quality using Ansett Australia (W.A. Division) as a case study. The approach uses the revised 1990 SERVQUAL instrument, originally developed by Parasuraman, Zeithaml and Berry (1986) and the conceptual model of service quality. The SERVQUAL instrument and conceptual framework form the basis of the theoretical framework and analysis. Three perspectives are considered in the analysis of service quality in Ansett Australia (W.A. Division), namely, front-line employees, management and frequent flyers. Through the case study design, Ansett Australia (W.A. Division) was found to provide services which consistently fall short of expectations. The research has implications for the organisation, the travel and tourism industry and the development of the service quality literature.