So many research studies related to service quality and customer satisfaction have been conducted as this topic has been the center of attraction in service industries. Both of these words play an important role in determining the competitiveness and survival of an organization in the tourism or hospitality industry. The next chapter begins with a brief look at the tourism sector, followed by the definition and explanation of service quality. This chapter also tries to provide the link between customer perceptions, expectations and satisfaction. The gaps that evolve between an organization's management and customer perceptions are assessed in detail. The last part of the chapter focuses on SERVQUAL which is used as a tool to measure service quality. Five fundamental dimensions of service quality were evaluated in detail from the point of view of different authors, followed by criticism of SERVQUAL. The determinants of service quality were identified in terms of the airline industry and ultimately the relationship between service quality and customer satisfaction was highlighted. Furthermore, this article will try to demonstrate how an airline could manage the quality of its service by using "SERVQUAL" as a diagnostic tool to measure the expectations of a number of different passengers. The Tourism IndustryTourism has become a vital tool for important revenue in many countries and considered an important catalyst for the improvement of the global economy. Air travel has made the world smaller and more accessible in many ways. Many state-of-the-art airlines and airports around the world have catered to the ever-increasing demands of customers looking to travel by air. Those who...... half of paper .......59-74.Supernanent, C. and Churchill, NG, (1982) An investigation into the determinants of customer satisfaction. Journal of Market Research, 19 (4), p.491-504.Surveymonkey (2012) Introduction. [online] Available at: http://www.surveymonkey.com/ [Accessed 24 February 2012].Veal, A. J. 2006. Research methods for leisure and tourism: a practical guide. Third edition. Pearson Publication, London.Walle, A. (1997) Quantitative and qualitative tourism research. Annals of Tourism Research, 24 (3), p.524-536. Wong, K. and Musa, G. (2011) Brand satisfaction in the airline industry: a comparative study of Malaysia Airlines and Air Asia. African Journal of Business Management, 5 (8), p.3410-3423.123helpme (2011) Components of customer service. [online] Available at: https://www.123helpme.com/view.asp?id=148474 [Accessed: 12 February 2012].