International Journal of Hospitality and Tourism Systems

Bharti Gupta ¹, Sonia Sharma ²

Affiliations
1 Centre for Hospitality & Tourism Management, University of Jammu, Jammu (J&K).
2 UttraKhand Open University, Haldwani (Uttaranchal).

Abstract

Hospitality is one of the most important components of tourism industry. In many regions the hospitality industry thrives only due to the presence of tourism. The service providers add facilities and features so as to attract and retain customer base. The hospitality industry of Katra township of J&K is based on the pilgrims' flow to Shri Mata Vaishno Devi. This paper tries to determine whether the hospitality industry of Katra really looks in to the customer satisfaction which is in this study the pilgrims' satisfaction when the customer flow is constant. In order to determine this, the paper tries to find the religious expectations of pilgrims from the hospitality units like hotels of Katra; and their satisfaction level by finding the extent to which the pilgrims' expectations are met. The paper also examines the difference between male and female level of expectation and satisfaction.

Keywords

Hospitality Industry, Satisfaction, Pilgrims, Expectations

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