Quality Assurance (QA) in Tourism

What is the primary purpose of Quality Assurance (QA) in tourism?

• To increase operational costs
• To build trust with customers
• To limit environmental impacts
• To reduce the number of tourists

Which New Zealand tourism operator is noted for following strict standards for customer experience, safety, and environmental care?

• RealNZ
• Skyline Rotorua
• AJ Hackett Bungy
• Hobbiton Movie Set

What does the SERVQUAL model measure?

• Environmental impact
• Customer service
• Marketing effectiveness
• Financial performance

Which of these is NOT one of the five dimensions of the SERVQUAL model?

• Responsiveness
• Empathy
• Efficiency
• Assurance

What is a key focus area for Environmental and Social Responsibility Standards in tourism?

• Reducing waste
• Increasing tourist numbers
• Offering discounts to locals
• Building more hotels

What certification demonstrates a business's commitment to sustainable tourism in New Zealand?

• IATA
• WTTC
• ISO 9001
• Qualmark

How does Qualmark assess New Zealand tourism businesses?

• By their financial performance
• Through sustainability and service quality
• Based on the number of tourists served
• By the size of the business

Which KPI would a hotel use to track guest satisfaction and customer loyalty over time?

• Net Promoter Score
• Market share
• Return on Investment
• Employee satisfaction

What is an example of a standard operating procedure (SOP) in tourism?

• Marketing strategy development
• Check-in process at a hotel
• Financial auditing
• Recruitment process

Which of the following is an example of a tourism business certified with a Qualmark Gold rating?

• Te Puia
• Air New Zealand
• Milford Sound Cruises
• Zealandia Ecosanctuary