ANALYSING THE IMPACT OF SERVICE QUALITY ON PILGRIMS TOURISTS IN VELLORE DISTRICT USING FACTORS (original) (raw)
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Journal of Tourism Insights, 2024
The purpose of this study is to examine the perceptions and expectations of tourists regarding the Service Quality attributes at Baidyanath Dham Jyotirlinga in Deoghar, Jharkhand. The aim is to identify the significant areas of shortcomings in the tourist amenities/services offered at the pilgrimage site and suggest ways to improve the overall pilgrimage experience. The study used the scale development procedures provided by Churchill (1979) and Hinkin (1995) as the initial step in developing a service quality scale. First, a thorough literature analysis highlighted six crucial factors: accommodation, information accessibility, transportation, safety and security, hygienic food and drink, and temple service. Next, 31 measurement items were created and revised using deductive approaches and expert assessments (n = 4) to guarantee content validity. Finally, a pilot test with 101 tourists using offline surveys was carried out, resulting in the addition of two items. Cronbach's alpha values of 0.830 and 0.937 demonstrated the instrument's reliability. The findings demonstrate that a statistically significant difference exists in tourist perceptions and expectations for four dimensions out of the six dimensions taken into consideration, namely, Temple Service Quality, Accommodation, Ease of Information, and Safety and Security. This study establishes a framework for evaluating service quality at pilgrimage sites and identifies major areas for improvement. It provides managers with practical insights to improve tourist satisfaction and produces a reliable measurement scale that can be applied to a variety of religious tourism contexts, making a substantial contribution to both academic research and practical applications. The study also highlights the significant gaps in various service quality dimensions at the pilgrimage destination of Baidyanath Dham.
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...
International Journal of Emerging Research in Management and Technology, 2018
It has already been known that recent past tourism depends consistently on hospitality. The present study was aiming to identify the tourism and hospitality industry relationship on the basis of annual income, duration and stay types, tenure of tour, an analysis based survey among local people of Kolkata, India. The survey was done through a questionnaire, which was assessed through random sampling of 200 residents of urban city. The results indicated that lower the income groups but highest duration of stay but tenure of tour may be more than twice per year. In conclusion, people of Kolkata fond of tour because of suitable hospitality management in the tourist spots. Therefore, tourism and hospitality has a close relationship to enhance growth for revenue generation, employment generation, etc.
Measurement of Travelers' Satisfaction with special reference to Three Star Hotels in Kolkata
International Journal of Research and Analytical Reviews, 2019
In the present day world, the services sector is growing at a phenomenal rate. The service sector also plays a pivotal role in contributing to gross domestic product (GDP) in India. The service sector comprises of a number of sub-sectors like finance, tourism, travel, education, hospital, hospitality etc. Hospitality in Kolkata is on a swing, from the sepia-tinted impression of an indolent economy to a bustling marketplace, if the changing cityscape is anything to believe in. The political stability in Kolkata is one of the major reasons why east is becoming an important market. The concept of hotel marketing confirms the alignment of marketing concepts and principles in the hotel business where customer satisfaction is the most important aspect. To understand this phenomenon, a sort of pilot survey was conducted for the Hotel industry. Further the targeted sample for this survey was selected as Kolkata, a city with many sites of historical, religious and industrial importance. As all people cannot afford seven/five or four star hotel due to lack of fund, they generally opt for two/three star hotels. This paper articulates whether travelers in Kolkata are satisfied with the service of two/three star hotels or not. The data used for the study is both secondary and primary in nature. The secondary data has been collected from government and semi-government reports, news articles and websites. The primary data has been collected through questionnaire method from 200 frequent travelers. The data so collected has been analysed by using appropriate techniques with the help of SPSS Software.
2010
This paper deals with the concept of service quality and has demonstrated the model of service quality gaps; it aims to measure tourists' gap between satisfaction levels of interpretation of services and their preferences of the interpretive service in Mysore. The research questions are utilized to measure the gap between expectation and satisfaction levels of tourists about Mysore. For this purpose a questionnaire with five-point Likert scale is applied to measure customer satisfaction. Data was obtained from 100 respondents and analyzed using SPSS software by employing factor analysis and multiple regressions. Results indicate that there are significant differences between overall expectations and satisfaction levels of tourists. For practitioners, it is worth noting that International tourists are exclusively concerned with the value for money services, while Indian tourists regard security and safety, as important factors for them to stay or revisit Mysore. The paper contain...
2017
The objective of this paper was assessing service quality and tourists" perception in tourists" standard hotel in Gondar town, one of the best tourist destinations in Amhara National Regional State & in Ethiopia, where Gondar castle is available. SERVQUAL model with five dimensions were used in developing the hypothesis which was tested based on the data collected. Explanatory research design has been utilized to explain the relationship between tourists" standard, hotels" service quality &international tourists" perception. Primary & secondary data were collected from international tourists, hotel managers &different articles. From the unknown number of tourists who arrived in Gondar, based on Cochran sampling determination technique, eighty five international tourists two hotel managers were taken as a sample. The data collected from the samples were analyzed through descriptive statistical measure& the relationship between service qualities dimensions were analyzed through correlation analysis& regression. The results of the study revealed that tourist perceive the quality of hotels service primarily based on the tangibles. In this dimension, almost all hotels in Gondar lack facilities for children"s, aged tourists & tourists with disabilities. Limited availability of room amenities, lack of unique features and overall aesthetic qualities, no sufficient conference hall& modern facilities, lack of technological facilities and augmented services, unavailability of sufficient parking space, unavailability of recreational centers, lack of cultural personal"s grooming, unsatisfactory proficiency in communication skills& inadequacy of training are found to be the basic factors that determine the level of tourists perception & service quality.
ZENITH International Journal of Multidisciplinary Research ________ISSN 2231-5780 Vol.8 (7), JULY (2018), pp. 321-338, 2018
The tourism and hospitality industry in a service sector is nothing but consuming services and gaining new experiences. The success or failure of this industry depends on the quality of services available at the destination. At present, tourism has become a booming industry in India and there has been a huge shift in tourists’ attitude from the back of the bus, five-star tour to something more interactive and in that connection, the rural tourism plays an important role. But it is unfortunate that most of the time, while promoting such destination we overlook the quality of available services. Therefore, many a time even if any rural destination has great tourism potentials, it fails to grab the tourists’ attention. In this paper the researchers have found that there is a connection in between service quality and destination loyalty through tourist's satisfaction at any place, and destination loyalty ensures increasing volume of tourists at a destination that leads towards the sustained tourism. In this paper the researchers have mentioned the ‘Shaam-E-Sarhad’ Village Resort, situated in Hodka Village in the state of Gujarat, India, as a case study to examine the relationship between tourism service quality and destination loyalty. Both qualitative and quantitative data have been used in this study. Tourists’ feedbacks have been taken from the TripAdvisor. Inc. Finally, Content Analysis Method’ has been adapted to analyze the data regarding Service Quality, Satisfaction and Destination Loyalty from the tourists‘ feedbacks to examine their Interrelationship. Key Words: Service Quality, SERVQUAL Model, Tourist Satisfaction, Revisit Intention, Recommendation, Destination Loyalty
WHAT MAKES DOMESTIC TOURISTS SATISFIED? AN EMPIRICAL STUDY OF SRINAGAR (JAMMU & KASHMIR
Today, the world is changing rapidly and tourists' preferences are also changing consistently. When and where tourists' preferences changes, it reflects from tourists' attitude towards the destination and destination elements. Hence, this study is an attempt to examine the domestic tourist satisfaction on their visit to Srinagar and analysis of attractiveness of Srinagar. Srinagar is the main city and headquarter of Kashmir valley. It is also summer capital of Jammu and Kashmir State. However, in this study, desk and empirical research approaches are used to accomplish the objectives. This research is required to understand and considers tourists' perceptions towards Srinagar as a tourist destination; because any destination should be tourist oriented for high tourist satisfaction, as tourist satisfaction is key for destination success. Satisfied tourists are the brand ambassadors of a particular tourist destination which uses 'Word of Mouth' method to hype a particular tourist destination and suggest the same destination to others. The results of the study reveal that Srinagar is naturally and culturally very important destination and, almost, all the tourist facilities are available there. However, the food and beverage, transport and accommodation sectors are not up to the mark. Therefore, the service providers of these sectors need to review their existing policies and strategies related to these areas in order to upgrade the services to satisfy the tourists in a better way.
2013
Firstly, the purpose of this paper attempted to investigate the relationship between the five dimensions of service quality on tourist satisfaction. Since, tourist satisfaction is considered to be a great predictor for future behavioral intentions in many nature of tourism destinations, the second purpose of this study was to investigate the relationship between tourist satisfactions on future behavioral intentions. This study was examined using SERVQUAL model and analyzed with multiple regression analysis. This field research was conducted on 28–31 May 2012 at the Borobudur temple, Magelang, Central Java Indonesia. The model was tested using data collected from 200 domestic local tourists. The findings of this study showed that service quality had significant positive relationship with tourist satisfaction. While the study was revealed that positive relationship also occurs between tourist satisfaction on future behavioral intentions.
A Stydy of Guest's Expectation and Perception of Hotel Service Quality: Case of Khajuraho, India
Enlightening Tourism a Pathmaking Journal, 2013
Evaluation of customers' perception and satisfaction of service quality is widely acknowledged as being a favourable strategy in the hotel industry. In recent years, the hotels in India have encountered difficult times due to the increasing customer demands, and due to the strong internal industry competition development. However, the hospitality industry's main concern around the globe is to cater for its customer needs and their desires, which are mostly addressed through personal services. Present research paper aims to provide an assessment of service quality suggested by by empirically examining hotel guests' perception of process quality and outcome quality; and the relationships between the perceived service quality, customer satisfaction in the hotel industry of the study area. Therefore, the hotel businesses that are able to provide quality services to its ever demanding customers in a warm and efficient manner, are those businesses which will be more likely to obtain a long term competitive advantage over their rivals. The present paper will highlight the behaviour of the hotel guests from hospitality products and services in the study area. The study will be helpful in identification of GAP's in service delivery process and measures adopted to bridge those GAP's.