Bannerghatta National Park (BNP), located in Bengaluru, is a famous tourist attraction. It attracts many tourists and the local people, specifically during weekends. The Manager of the BNP would like to improve the satisfaction level of the tourists by improving the quality of service. He sought the help of IIM Kozhikode students as they had done the elective on Service Operations Management. Help him develop a “Walkthrough Audit (WtA)”, as you know that it helps a manager to be in the shoe of a customer and look at many small and detailed aspects that impact the customer’s quality
Ensure that the WtA developed have at least 4 major headings. Each heading should have at least 3 to 4 statements to evaluate the quality?