Verifying Digital service excellence
Thesis
This report has been conducted for the purposes of the Dissertation course (MDIS600) of the Masters in Business Administration program in the Neapolis University of Paphos. The purpose of this course is for the learner student to take responsibility for the knowledge obtained throughout the MBA program and conduct a comprehensive research concerning a specific subject of interest derived from management science literature. In order for the research to conform to requirements, a comprehensive literature review needs to be produced, followed by the chosen method for undertaking the study analysis and the presentation of the findings in order to come to conclusions from the outcomes. The specific subject of interest chosen from the MBA course for the research is service quality, derived from the Marketing and Quality Management literature with the objective to identify quality performance of a digital travel agent service and the characteristics of digital service excellence.