Analysis and Measurement of Service Quality in Tourism Sector using the SERVQUAL Model (original) (raw)
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2010
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2018
Service quality has been an imperative issue of research involving in tourism industry. In spite of an extensive number of studies on service quality, the role of service quality and customer satisfaction in tourism industry and their relationship have remained unanswered. The main focus of this paper is to review the existing literature on service quality and customer satisfaction in tourism industry. This paper also discusses famous SERVQUAL model, and explains other various service quality and customer satisfaction models in tourism industry. The model focuses on the relationship between functional quality, technical quality, and image. This conceptual paper proposes application of the dimensional model in the tourism department and encourages service providers to improve its management to satisfy their guests.
The impact of service quality on tourism industry
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2015
The objectives of this study is to explore various tourism services offered by tourist destinations Jaipur and Agra, to measure satisfaction of tourists by identifying the impact of quality tourism product on overall satisfaction of tourists visiting Jaipur and Agra. In order to evaluate the impact of service quality destination dimensions on the satisfaction of tourists, four hypotheses were developed and on the basis of these defined hypotheses a study model was developed. A data of 200 tourists including domestic and international visiting Jaipur and Agra was collected through self-constructed structured questionnaire. The data were analyzed using a series of multiple regressions to determine the relationship between service quality and tourist satisfaction. The findings confirmed that service quality directly impacted tourist satisfaction throughout destination facilities, destination accessibility, destination attraction and safety at destination. It was observed thatthere is a...
2018
The tourism industry of India is growing at a good rate and is showing the impressive growth rate year over year. As per the Indian Tourism Industry statistics at a glance, the number of foreign tourist's arrival in India stood at 8.80 million showing a growth rate of 9.7% and the national departures from India stood at 21.87 million with an annual growth rate of 7.3%. The domestic tourists have also shown the growth rate of 14%. In order to maintain or accelerate the growth rate of tourism industry, it is very important to understand the perception of investors towards various determinants of service quality. Therefore, this paper has made an attempt to do the comparative analysis of perception of tourists towards various determinants service quality of Tourism Industry between the state of Jammu & Kashmir and Himachal Pradesh. The various service quality dimensions have been taken into consideration and the results shows that tourism industry of Himachal Pradesh is providing l...
Universe International Journal of Interdisciplinary Research, 2020
Tourist behavior has become more multifaceted and difficult regarding the selection of tourist attraction and services. The main focus of this paper is to understand the relationship of service quality and customer satisfaction in tourism industry. From the previous studies, it was established that that there is a positive association amid customer satisfaction and service quality which attracts tourists to visit the destinations. This paper discussed the dimensions of service quality and customer satisfaction from the previous researchers‘ viewpoint. In addition, authors also discussed the importance of SERVQUAL Model and highlight its criticism also. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also discussed the future implication with some management strategies to improve service quality for tourists. Keywords: Services, Service Quality, Customer Satisfaction, Tourists, SERVQUAL
The Role of Service Quality in Development of Tourism Industry
2010
Abstract: This study aims to investigate the role of service quality in tourists' revisit and the development of tourism industry. It initially reviews the importance of tourism industry and the concept and dimensions of service quality, and then it deals with the impact of service quality in tourism and customer satisfaction. Finally, it presents the theoretical model of the research indicating the dimensions of quality in tourism. The results from the research showed that such dimensions as Quality of accessibility, accommodation, venue and their components contribute directly in satisfaction of tourists, their intend to return and eventually development of tourism industry in a region.
ZENITH International Journal of Multidisciplinary Research ____________ISSN 2231-5780 Vol.10 (12), December (2020), Impact Factor: 7.188 , 2020
There is widespread exposure in the literature of tourist satisfaction and service quality in a tourist destination. Many service related industry gives due weight age to service because it contribute a lot in business growth. Competition is increasing tourism industry at very fast pace. Excellent service quality offers to customers results in increase level of satisfaction and revisit of customers and increase profit of the company. Tourist satisfaction and service quality are directly related to each other. The main purpose of the paper is to understand the relationship among service quality and tourist satisfaction in tourism industry. Satisfaction of customer primarily concerned with the quality of services provided by the suppliers. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also highlights the management strategies in tourism industry with future implication to enrich the experience of tourists. Keywords: Service Quality, Tourist Satisfaction, Tourist destination, Revisit, Customers
2020
Tourist behavior has become more multifaceted and difficult regarding the selection of tourist attraction and services. The main focus of this paper is to understand the relationship of service quality and customer satisfaction in tourism industry. From the previous studies, it was established that that there is a positive association amid customer satisfaction and service quality which attracts tourists to visit the destinations. This paper discussed the dimensions of service quality and customer satisfaction from the previous researchers' viewpoint. In addition, authors also discussed the importance of SERVQUAL Model and highlight its criticism also. The paper is based majorly on secondary data collected from different published research articles, book chapters, reports etc. This paper also discussed the future implication with some management strategies to improve service quality for tourists
2016
The study investigates and measure the service quality level of Nijhoom - through SERVQUAL-model statements that means that we measure customer expectations and customer perceptions and make a comparison between different areas of service given by the organization. To do this Five-Point Likert Scale has been used to survey on tourists. The study actually reveals the state of service quality level and the customer perception on this service and whether the service quality level, its standard and customer perceptions are able to increase market share in the industry and be able to make a strong brand image. The current study aims to analyze the performances of The Nijhoom Tours by focusing on the SERVQUAL dimensions. The main purpose of the study is to measure the service quality level of customers and their perceived value of the services given by the Nijhoom Tours. The study also has the objective to find out and analyze the service gaps.as well as on the basis of service gaps and o...