Service Quality Variables and Tourist Satisfaction at Destination Level – A Study of J&K Tourism

Abstract

The importance of quality service as a vehicle for communication is growing in competitive markets for tourism sector. Customer satisfaction is the leading criterion for determining the quality that is actually delivered to customers through the product/service and by the accompanying servicing. The research paper undertakes tourist satisfaction by examining causal relationships among the tourism products and overall tourist satisfaction at destination level. The research paper measures the tourism service and its impact of tourist satisfaction by examining parameters like main services, accessibility and infrastructure in Jammu and Kashmir Tourism. The respondents of the research study have been tourists visiting at destinations of Jammu and Kashmir. A total of 150 respondents have been taken to collect required data pertaining to service quality and its impact on tourist satisfaction. The data has been collected through well designed questionnaire using 3-point Likert scale. The conclusion of the research study depicts that quality is considered as philosophy in guiding tourist destinations in relation to tourism services.

Loyalty of Domestic Tourists to Beach Tourism: Role of Image, Experiential, Digital Marketing and Satisfaction

“…According to Kabu, K., & Maharjan, S. (2017), the factors that affect customer satisfaction and expectations consist of: "Needs and wants" related to things that the customer feels when he is trying to make a transaction with a service producer. The marketing strategy for destinations and the evaluations that must be used as the fundamental criteria for judging the performance of destinations and services both depend heavily on the level of customer satisfaction (Sofi, Maraj Rehman., et al (2014). Hence it follows that by comparing what is received and felt after using the provider's products and services to prior expectations, tourist satisfaction can be defined as feelings of joy or unhappiness.…”

Destinasyon Kalite Unsurlarının Analizi: Antalya Örneği

“…Faktör altında toplanan maddeler, destinasyonda bulunan doğal, tarihi ve kültürel alanlar ile bu alanlardaki atmosferle ilgili olduğundan "kaynaklar" olarak adlandırılmıştır. Bir çok çalışmada doğal ve kültürel kaynaklar; müzeler, tarihi ve arkeolojik deneyim (Awaritefe, 2003), doğa ve doğal güzellikler (Lin ve McLeay, 2012), doğal, kültürel ve sosyal çekicilikler (Vajcnerová ve diğ., 2014) ve doğal çevre (Sofi, 2014) şeklinde adlandırmıştır. Üçüncü faktörün açıkladığı varyans ise %6,655"dir.…”

A hybrid multi-criteria decision making technique to improve the quality of hotel industry services in Mashhad City

“…Experiences clearly indicate that service delivery improvement would lead to customer satisfaction (Yaya et al, 2014), and customer satisfaction results in increasing his/her loyalty (Izogo and Ogba, 2015) that the result of which will be more profitable for an organisation (Sattar et al, 2014). Service quality is an enduring construct that encompasses quality performance in all activities undertaken by management and employees (Sofi et al, 2016). Service quality is a function of the difference between service expected and customers' perceptions of the actual service delivered (Hapsari et al, 2016).…”