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Singh, Sujay Vikram
- Customer Perception and Application of Gap Model in Service Quality of Star-Category Hotels in Varanasi
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Authors
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1 Department of History of Art and Tourism Management, Banaras Hindu University, Varanasi, Uttar Pardesh, IN
1 Department of History of Art and Tourism Management, Banaras Hindu University, Varanasi, Uttar Pardesh, IN
Source
Avahan: A Journal on Hospitalty and Tourism, Vol 5, No 1 (2017), Pagination: 34-46Abstract
Accommodation being the integral part of tourism plays an important role in offering customer satisfaction through its Hospitality Service Quality. Guests are the judges of Service Quality and expectations greatly influence the resulting level of satisfaction. To meet or exceed the customer expectations, organisations must fully understand all service attributes that contributes to customer value and lead to satisfaction and loyalty. The study attempts to analyse the study of service quality in Hotels of Varanasi to check degree of customer's needs and expectations comparing results with perceived quality. Varanasi covers large number of tourists from all over the globe making it microcosm of world having flavour of 'Vasudhaiv Kutumbkam'. The research presents and discusses a comprehensive analysis of the expectations and perceptions of key stakeholders, the customers, managers and employees of hotels, along with a service performance analysis, using both qualitative and quantitative data collection. The research will aim at testing of Gap Model, i.e. identification of gaps when the hotel services quality in particular observation sample is concerned. The finding would help the hotel managers of Varanasi to recognize guests needs, wants in a better way and consequently improving their quality of Services.Keywords
Service Quality, Expectations, Perceptions, Gaps.
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- An Analysis of Tourist Satisfaction in Varanasi as Destination Perspective Through Important Performance Analysis
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Authors
Affiliations
1 Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
2 Dept. of History of Art & Tourism Management, Banaras Hindu University, Uttar Pradesh, IN
1 Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
2 Dept. of History of Art & Tourism Management, Banaras Hindu University, Uttar Pradesh, IN
Source
Avahan: A Journal on Hospitalty and Tourism, Vol 6, No 1 (2018), Pagination: 71-83Abstract
Augmenting visitor satisfaction is one of the crucial roles for a destination and an essential for the improvement of infrastructure leading to enhanced attractiveness and competitive positioning of a tourist spot. An efficient management of ranges of services needed by visitors in the stay at destination leads to higher satisfaction and rating of service performance will also be considered as higher. This paper attempts to analyse visitor satisfaction by using Importance Performance analysis in the city Varanasi. The study will select a set of components of visiting the attractions experience that affects visitor satisfaction at a destination through mixed methodology by interviews and structured non-disguised questionnaire in the study. The study would help the administration, Destination Marketing Organisations, Travel agencies of Varanasi to identify tourist needs and wants and thus improving their quality of Services. The benefits will be increased manifolds for business, the government and the communities.Keywords
Important Performance Analysis (IPA), Destination Attraction, Independent T-Test, Varanasi, Visitor Satisfaction.References
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Authors
Affiliations
1 Junior Research Fellow (JRF), Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
2 Senior Research Fellow (SRF), Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
3 Research Scholar, Institute of Travel and Tourism Management, Bhubaneswar, Odisha, IN
4 Research Scholar, Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
1 Junior Research Fellow (JRF), Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
2 Senior Research Fellow (SRF), Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN
3 Research Scholar, Institute of Travel and Tourism Management, Bhubaneswar, Odisha, IN
4 Research Scholar, Dept. of History of Art & Tourism Management, Banaras Hindu University, Varanasi, Uttar Pradesh, IN