Refine your search
Collections
Co-Authors
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Sharma, Sanjeev K.
- Customer Satisfaction with the Hospitality Services: an Exploratory Study.
Abstract Views :336 |
PDF Views:0
Authors
Affiliations
1 University Business School, Punjab University, Chandigarh.
2 Rayat Institute of Management, Ropar, Punjab.
1 University Business School, Punjab University, Chandigarh.
2 Rayat Institute of Management, Ropar, Punjab.
Source
International Journal of Hospitality and Tourism Systems, Vol 3, No 1 (2010), Pagination: 101-107Abstract
Hospitality sector in India has emerged as a major service provider due to increased spending capacities, mobility, enhanced business activity and changing social value systems. It is also one of the major contributors to the foreign exchange reserves of India with rich natural beauty, monuments, historical&cultural milieu being the major attractions for tourists across the globe. It is thus paramount for the hospitality industry to continuously monitor the changing aspirations and tastes of the potential customers so as to reorient their service offerings. It was therefore thought prudent to undertake status analysis of the perceived quality of services rendered by hotels in Chandigarh as word of mouth and favourable inclination play an important role in promotions. A structured questionnaire adapted from SERVQUAL was personally administered to 350 foreign&domestic tourists, out of which 312 responses were valid&analyzed with the help of mean, standard deviation, correlation®ression techniques. Five dimensions of service quality and servicescape were analysed. The study has implications for the hospitality industry in terms of their strategy formulation and implementation for customer attraction and retention.Keywords
SERVQUAL, Customer Satisfaction, Hospitality Industry, Relationship Marketing
References
- Badri, M. A.; Abdulla, M.; Al-Madani, A. (2005), “Information Technology Center Service Quality Assessment and Application of SERVQUAL”, International Journal of Quality & Reliability Management, vol 22, no. 8, pp. 819-848.
- Bowen, J. T.; Chen, S. L. (2001) “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, vol 13, no. 5, pp. 213-217.
- Brown, M. (1996) “Environmental policy in the hotel sector: “green” strategy or stratagem?”, International Journal of Contemporary Hospitality Management, vol 8, no. 3, pp.18-23.
- http://www.incredibleindia.org cited on December 8, 2009.
- Jha, S.M.., (1994), Services Marketing, 2nd Education. Himalaya Publishing House, Mumbai.
- Ladhari, R.(2009) “Service quality, emotional satisfaction and behavioural intentions: A study in hotel industry”, Managing Service Quality, vol 19, no. 3, pp. 308-331.
- Lewis, B. R.; McCann, P. (2004) “Service failure and recovery: evidence from the hotel industry”, International Journal of Contemporary Hospitality Management, vol. 16, no. 1, pp. 6-17.
- Median, A., Lee, B. (1982) “Marketing Strategies for Hotels”, International Journal of Hospitality Management, vol. 1, no. 3, p. 217.
- Morrison, A. J. (1994) “Marketing Strategic Alliances: The Small Hotel Firm”, International Journal of Contemporary Hospitality Management, vol. 6, no. 3, pp. 25-30.
- Report of National Committee on Tourism, Government of India, 1998, p.12.
- Ropeter, J. C.; Kleiner, B. H. (1997) “Practices of excellent companies in the hotel industry”, Managing Service Quality, vol. 7, no. 3, pp. 132-135.
- Sanjeev, G. M. (2007) “Measuring efficiency of the hotel and restaurant sector: the case of India”, International Journal of Contemporary Hospitality Management, vol. 19, no. 5, pp. 378-387.
- Smith, Valerie, (1977) “The Anthropology of Tourism, Hosts and Guests”, University of Pennsylvania Press, Penn State (US) p. 183.
- Tsang, N.; Qu, H. (2000) “Service quality in China’s hotel industry: a perspective from tourists and hotel managers”, International Journal of Contemporary Hospitality Management, vol. 12, no.5, pp. 316-326.
- Working Group on Tourism for the VIIIth five year plan (1990-95), Government of India, New Delhi, 1989.
- Zeithmal, V. A.; Berry, L. L.; Parasuraman, A. (1988), “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, vol. 52, no.2, pp. 35-48.
- Zeithmal, V. A.; Berry, L. L.; Parasuraman, A. (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing.
- Use of Government Tourism Websites as a Tool for Promoting Tourism
Abstract Views :213 |
PDF Views:0
Authors
Affiliations
1 Panjab University, Chandigarh, IN
1 Panjab University, Chandigarh, IN