Informatics Publishing Limited

Manik Arora ¹, Suvidha Khanna ²

Affiliations
1 School of Hospitality & Tourism Management, University of Jammu, J&K,, IN
2 School of Hospitality & Tourism Management, University of Jammu, J&K, IN

Abstract

The concept of service quality has achieved great significance during the last few years and especially with the advent of globalization where customers are been exposed to the world market. The issue of quality has become more important in service industry owing to special characteristics like intangibility, perishability, variability and inseparability. But the delivery of the quality service does not only depend upon the providers, but it also depends upon the perception of the customers. This holds true for all the service areas like tourism, hospitality, banking, technology, education etc. The concept of service quality has its applicability in passport services also which had been privatized in the year 2008 with the idea "to deliver all Passport-related services to the citizens in a timely, transparent, more accessible, reliable manner&in a comfortable environment through streamlined processes and committed, trained&motivated workforce". Not much research has been done to investigate the quality of services at passport office after the revamping of the old process except for the pilot project conducted by Tata Consultancy Services (T.C.S) at Bengaluru&Chandigarh, which concluded that there were some service failures in the set up and after making the required improvements, 77 passport seva kendras were established and one of the same kind was established in Jammu also. With this backdrop, the aim of the present study is to find out the improvement in the quality of service after the privatization of the passport issuance process and to analyze the Gap in service expected by the customers viz a viz performance delivered by the passport office. The research methods used in the study are mean, Standard Deviation, Percentage and Importance Performance Analysis.

Keywords

Service Quality, Importance Performance Analysis, Passport Office

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Shunali ¹, Manik Arora ¹, Suvidha Khanna ¹

Affiliations
1 School of Hospitality and Tourism Management, University of Jammu, Jammu & Kashmir, IN

Abstract

Purpose of this paper: The present paper is an attempt to explore how employee involvement can be used as a tool for increasing job satisfaction in the hotel industry.

Methodology: The data is collected through a self administered questionnaire. The total calculated sample size is 136 out of which 82 responses were usable. The data is collected from the A&B category hotels (Categorized by Department of Tourism J&K) of Jammu.

Findings: The major finding in this research is that employee involvement is positively linked to job satisfaction. But, since the percentage of impact of employee involvement on job satisfaction is low, there may be other factors that affect the job satisfaction more significantly.

Future Relevance: The managerial contribution of this study will help to create awareness among hotel employers, that management should respect the views of the employees within the organization and employees should be consulted before setting policies, rules and long term goals and objectives setting.

Value of Paper: The paper is especially valuable to the HR of the different hotels who face problems in retaining the work brigade, as the study provide an insight on the impact of employee involvement in organisation and its effect on overall job satisfaction.

Keywords

Job Satisfaction, Employee Involvement, Hotels etc.

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Suvidha Khanna ¹, Manik Arora ¹

Affiliations
1 SHTM, University of Jammu, Jammu & Kashmir, IN

Abstract

Entrepreneurship is a major engine driving many nations' economic growth, innovation and competitiveness (Scarborough and Zimmerer, 2003; Kuratko and Hodgetts, 2004). Moreover, in the developing countries like India where the problem of unemployment is a serious concern, creating self employment is the only option available with the youth. But, at the same time very few people take the risk of an entrepreneurial venture and create resources and opportunities for self and others. But the Government of India, realizing the potential of entrepreneurship for tourism, has come up with many programs boosting the overall status and role of Entrepreneurs in Indian society. And with the government, there starts the role of universities in promoting this concept as a vehicle of employment. But the perception of the students before joining the university and actual performance of universities in the promotion of this, is a question yet to be answered. With this backdrop, the present research aims at evaluating the gender comparison of the expectations and performance of the tourism students vis-à-vis university's role in promoting entrepreneurship. The respondents of the study are the tourism students studying in the universities of Jammu. There are two universities offering tourism course i.e Jammu University and Central University of Jammu. Since there are only few students in these courses, census is taken for the study. The research makes use of various statistical tools like ANOVA, t-test, etc.

Keywords

Expectations, Performance, University, Tourism Students, Gender, Entrepreneurship.

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