The Chapter 1 of the book introduces the research question, research aims, justification, background for the research, and the methodology employed to evaluate the customer expectation and experience of service quality at service organisations. Chapter 2 constructs a background for the research aims and encompasses/defines various aspects such as service, service quality, customer satisfaction and experience of service. The service quality models/frameworks (SERVQUAL and GAP) and their relevance to measure customer satisfaction and service quality are been associated to appropriate theory....