International Journal of Hospitality and Tourism Systems

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Comparison of Service Quality Perceptions of Chinese Tourists' Visiting Golden Triangle in India


Affiliations
1 Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India
2 Trail Blazer Tours India Pvt. Ltd. Gurgaon, Haryana, India
     

   Subscribe/Renew Journal


Tourism industry has grown steadily over the last decades and has been playing a pivotal role in the overall economy of the world. During recent years numerous tourism firms have entered into tourism marketplace and have brought with them the concept of having better delivered services. Further, given the rapidly changing profile of travellers, in therms of their nationality, this study investigates Chinese tourists' service quality perceptions visiting Golden Triangle in India. The results from the regression analysis suggest that Chinese tourists' overall satisfaction is primarily derived from the value. This study is strategically and managerially important to the Indian tourism industry. Using the results of this study, tour operators can focus their efforts to provide quality services and facilities that their customers perceive as being important and as having high value.

Keywords

Chinese Tourists, India, Service, Quality, Tourism.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Baker, J., & Cameron, M. (1996). The effects of the service environment on affect and consumer perception of waiting time: An integrative review and research propositions. Journal of the Academy of Marketing Science, 24 (4), 338-349.

  • Bitner, M. J., (1992). Services capes: the impact of physical surroundings on customers and employees. Journal of Marketing , 56(2), 57-71.

  • Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, Volume, 54(2), 69-82.

  • Fynes, B., & Voss, C. (2001). A path analytic model of quality practices, quality performance and business performance. Production and Operation Management. Winter (10), 494-510.

  • Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing 18(4), 36-44.

  • Krishna, A.G. (1993). Case study on the effects of tourism on culture and the environment. The Cornell Hotel and Restaurant Administration Quarterly, 37(2), 72-81.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L.L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.

  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 14-40.

  • Chand, M. (2010b). A cross-national study of motivational determinants among non-resident Indian visitors to religious centers in India. International Journal of Hospitality & Tourism Administration, 11(1), 22-38.

  • Chand, M (2012). Understanding tourism destination image of India: a cross cultural research. International Journal of Leisure and Tourism Marketing, 3(3), 112-124.

  • Chaudhary, M. (2000). India’s image as a tourist destination - a perspective of foreign tourists. Tourism Management, 21(3), 293-297.

  • Fynes, B., & Voss, C. (2001). A path analytic model of quality practices, quality performance and business performance, Production and Operation Management. Winter (10), 494-510.

  • Anderssen, P., & Colberg, R. T. (1973). Multivariate analysis in travel research: a tool for travel package design and market segmentation. The Fourth Annual Conference Proceeding of TTRA, Travel and Tourism Research Association, Sun Valley, ID, 225-238.

  • Baloglu, S., & Brinberg, D. (1997). Affective images of tourism destinations. Journal of Travel Research, 35(4), 11-15.

  • Calantone, R. J., di Benedetto, C. A., Hakam, A., & Bojanic, D. C. (1989). Multiple multinational tourism positioning using correspondence analysis. Journal of Travel Research, 28, 25-32.

  • Chand, M. (2010a). Measuring the service quality of Indian tourism destinations: an application of SERVQUAL model. International Journal of Services Technology and Management, 13(3/4), 218-233.

  • Chand, M. (2012). Understanding tourism destination image of India: a cross cultural research. International Journal of Leisure and Tourism Marketing, 3(3), 112-124.

  • Chen, C., & Tsai, D. (2007). How destination image and evaluative factors affect behavioral intensions? Tourism Management, 28(4), 1115-1122.

  • Chen, J. (2001). A case study of Korean outbound travelers' destination images by using correspondence analysis. Tourism Management, 22(3), 345-350.

  • Chon, K. (1990). The role of destination image in tourism: a review and discussion. The Tourist Review, 45(2), 2-9.

  • Chon, K., Weaver, P., & Kim, C. (1991). Marketing your community: image analysis in Norfolk. Cornell Hotel and Restaurant Administration Quarterly, 31(4), 31-37.

  • Cooper, C., Fletcher, J., Gilbert, D., Shepherd, R., & Wanhill, S. (1998). Tourism Principles and Practices (2nd ed.), Addison Wesley Longman, England.

  • Crotts, J. C., & Pizam, A. (2003). The effects of national culture on consumers’ evaluation of travel services. Journal of Tourism, Culture and Communications, 4(1), 17-28.

  • Echtner, C. M., & Ritchie, J. R. B. (1993). The measurement of destination image: an empirical assessment. Journal of Travel Research, 32(4), 3-14.

  • Gallarza, M. G., Saura, G. I., & Garcia, H. C. (2002). Destination image: Towards a conceptual framework. Annals of Tourism Research, 29 (1), 56-78.

  • Gartner, W.C., & Hunt, J. (1987). An analysis of state image change over a twelve-year period (1971-1983). Journal of Travel Research, 26( 2), 15-19.

  • Goodrich, J. N. (1978).The relationship between preferences for and perceptions of vacation destinations. Journal of Travel Research, 16, 8-13.

  • Gunn, C. A. (1972). Vacations cape: Designing tourist regions. University of Texas, Austin.

  • Iverson, T. J. (1997). Decision timing: a comparison of Korean and Japanese travelers. International Journal of Hospitality Management, 16(2), 209-219.

  • Julta, R. S. (2000). Visual image of the city: tourists' versus residents' perceptions of Shimla, a hill station in Northern India. Tourism Geographies, 2(4), 404-420.

  • Kelly, J.M., & Daniel, R.F. (2000). An exploration of crosscultural destination image assessment. Journal of Travel Research, 38, 417-423.

  • Kotler, N. (1993). Conceptualizing, measuring and managing customer-based brand equity. Journal of Marketing, 57, 1-22.

  • Kozak, M., Bigne, E., Gonzalez, A., & Andreu, L. (2004). Cross-cultural behavior research in tourism: a case study on destination image. Consumer Psychology of Tourism Hospitality and Leisure, 3, 303-317.

  • Lee, C. K., Lee, Y. K., & Lee, B. K. (2005). Korea's destination image formed by the 2002 World Cup. Annals of Tourism Research, 32(4), 839-858.

  • Lee, G., & Lee, C. (2006). Cross-cultural comparison of the image of Guam perceived by Korean and Japanese leisure travelers: importance-performance analysis. Tourism Management, 30, 922-931.

  • Mackay, K., & Fesenmaier, D. R. (2000). An exploration of cross-cultural destination image assessment. Journal of Travel Research, 38(4), 417-423.

  • Milman, A., & Pizam, A. (1995). The role of awareness and familiarity with a destination: the Central Florida Case. Journal of Travel Research, Vol. 33(3), 21-27.

  • Ministry of Tourism. (2010). Annual tourist statistical report, Government of India, New Delhi.

  • Murphy, P., Pritchard, M. P., & Smith, B. (2000) 'The destination products and its impact on traveler perceptions. Tourism Management, 21, 43-52.

  • Pearce, P.L. (1982). The social psychology of tourist behavior, Pergamon Press, Oxford.

  • Phelps, A. (1986). Holiday destination image - the problem of assessment: an example developed in Menorca. Tourism Management, 7(3), 168-180.

  • Pike, S. (2002). Destination image analysis - a review of 142 papers from 1973 to 2000. Tourism Management, 23, 541-549.

  • Plog, S. C. (2004). Leisure travel, Pearson. Upper Saddle River, NJ.

  • Prebensen, N. K. (2007). Exploring tourists images of a distant destination, research paper. Tourism Management, 28, 747-756.

  • Telisman-Kosuta, N. (1989). Tourism destination image. In M. G. Gallarza, I. G. Saura, & H. C. Garcia, Destination image towards a conceptual framework’ (pp. 56-78).


Abstract Views: 199

PDF Views: 2




  • Comparison of Service Quality Perceptions of Chinese Tourists' Visiting Golden Triangle in India

Abstract Views: 199  |  PDF Views: 2

Authors

Mohinder Chand
Department of Tourism and Hotel Management, Kurukshetra University, Kurukshetra, Haryana, India
Sunil Kumar
Trail Blazer Tours India Pvt. Ltd. Gurgaon, Haryana, India

Abstract


Tourism industry has grown steadily over the last decades and has been playing a pivotal role in the overall economy of the world. During recent years numerous tourism firms have entered into tourism marketplace and have brought with them the concept of having better delivered services. Further, given the rapidly changing profile of travellers, in therms of their nationality, this study investigates Chinese tourists' service quality perceptions visiting Golden Triangle in India. The results from the regression analysis suggest that Chinese tourists' overall satisfaction is primarily derived from the value. This study is strategically and managerially important to the Indian tourism industry. Using the results of this study, tour operators can focus their efforts to provide quality services and facilities that their customers perceive as being important and as having high value.

Keywords


Chinese Tourists, India, Service, Quality, Tourism.

References