The analyzed models suggest that service quality is multidimensional (at custom-er's point of view), and every dimension consists of various features and service aspects. Not only the obtained result of service provision, but the provision process as a whole is important for the customer.Service provision process encompasses various dimensions helping to determine customer's expectations and perceived service quality gaps. As it was mentioned before, the models analyzed have weaknesses which could evoke difficulties in evaluating tour operator's service quality.