Service Quality Level and The Perception of Customers: A Study on Nijhoom Tours – 5* rated travel and tourism company in Bangladesh (original) (raw)
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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...
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
Analysis and Measurement of Service Quality in Tourism Sector using the SERVQUAL Model
Service Quality has become a serious issue in the development of the tourism sector across the globe. It is the result of the fact that stakeholders of the industry still find it difficult to comprehend the socio-psychological drives of the visitors. In the present research, the authors have examined tourists' perception of various Service Quality dimensions of Tourism Industry. The study adopted the SERVQUAL model in evaluating tourists' perception about the service quality of Rajasthan tourism Industry. The results have revealed that tourists are not satisfied with service quality provided by the service providers in Rajasthan. The expectation mean was more than the perception mean. Therefore, it's important for the tourism stakeholders of Rajasthan to take into account the expectations of the tourists so that Rajasthan as a destination does not face a decline.
THE IMPACT OF SERVICE QUALITY ON TOURIST SATISFACTION AND LOYALTY IN INDIAN TOUR OPERATION INDUSTRY
In today’s competitive, complex and global business environment quality has recognised one of the most vital determinants to remain in the tourism marketplace. The service Quality within tour operation business is pivotal for satisfying tourists, retaining them and creating loyalty amongst tourists. This research has proposed a conceptual framework to investigate the impact of tourists’ perceived service quality, on satisfaction and loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyse the data collected from 558 tourists visiting in India. The results of the study indicate that tourist satisfaction is significantly and positively related to loyalty. Tourist satisfaction has found to be an important mediator between perceived service quality and tourist loyalty.
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
Impact of Service Quality on Customer Satisfaction In Maldives Tourism Industry
This research attempts to find the impact of service quality on customer satisfaction and retention in Maldives tourism industry. To measure the variables used in the research, a 5-point Likert type questionnaire for performance-only-measure was developed, as in SERVPERF model. A total of 30 questions, including the 22 questions in original SERVQUAL scale, along with additional questions to measure the dependant variables, Customer Satisfaction was included. The independent variables used were, Responsiveness, Assurance, Tangibles, Empathy and Reliability. A descriptive and explanatory research design was selected for this study. A total of 120 samples from different types of tourist establishments, such as Resorts, Guest Houses and Safari Boats were taken using random probability sampling. The data collected was analysed using SPSS 21.0 software, performing descriptive, regression and correlation analysis. The results of this study confirmed three aspects of service quality, Responsiveness, Tangibles and reliability to have positive and significant impact on customer satisfaction. According to the analysis done, Assurance and Empathy does not show an impact on customer satisfaction and retention. As this study was done across all types of tourist establishments in Maldives, a general view is portrayed, and t o determine the exact impact of a dimension on a particular tourist establishment, future study is anticipated.
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
This study aims to investigate the impact of service quality on 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.
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...
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