Author Details

The present work aims at developing a scale for measuring Service Quality in Tourism Industry with special reference to Uttar Pradesh. The study is an attempt to find out the dimensions of service quality in tourism industry with special reference to Uttar Pradesh and to see if there is a significant difference in the relative importance of the various reasons for 'not visiting' Uttar Pradesh .The study is based on primary data using a sample of 250 respondents(out of which 238 responses were fit to be used) who have visited Lucknow, Allahabad, Varanasi, Mathura/ Vrindavan, Aligarh, Sarnath and Kushinagar for various touring objectives were studied using a structured questionnaire. The results has identified ten dimensions of service quality(core tourism experience, Value For Money, Hospitality, Availability Of Timely And Accurate Information, Facilities, Reasonability Of Prices Security, Health&Hygiene ,Cuisine, Logistics )in Tourism Industry in Uttar Pradesh. Study concludes with the finding that there is no major difference in the perception on different factors age wise, income wise, profession wise, nationality wise or gender wise. But for those tourists who prefer either online or offline mode of reservation, significant difference exists for hospitality and reasonability of prices. The paper has been concluded by summarizing the work and providing directions for future research.

Keywords

Service Quality, Tourism Industry, Tourism Factors, Uttar Pradesh, SERVQUAL.

Full Text

References

Akama, J.S., &Kieti;, D.M. (2003). Measuring tourist satisfaction with Kenya’s wildlife safari: A case studyof Tsavo West National Park. Tourism Management, 24, 73–81.

Alampay, R.B.A. (2003). Visitors to Guam: Modeling satisfaction. Quality and Intentions Dissertation, Michigan State University.

Ali A.J.,Howaidee M.(2012). The Impact of Service Quality on Tourist Satisfaction in Jerash, Interdisciplinary Journal of Contemporary Research In Business,3(12),164-187

Anderson, E.W. (1996). Customer satisfaction and price tolerance. Marketing Letters, 7, 19–30.

Anderson, E.W. (1998). Customer satisfaction and word-of-mouth. Journal of Service Research, 1, 1–14.

Anderson, E.W., &Fornell;, C. (2000). Foundations of the American Customer Satisfaction Index. Total Quality Management, 11(7), 869–882.

Anderson, E.W., & Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125–143.

Antilgan, E., Akinci, S. and Aksoy, S. (2003). Mapping service quality in the tourism industry. Managing Service Quality, 13(5), 412–423.

Anwar, S. A., and Sohail, M. S. (2004). Festival tourism in the United Arab Emirates: First-time versus repeat visitors. Journal of Vacation Marketing, 10(2), 161–171.

Babakus, E., &Boller;, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal ofBusiness Research, 24, 253–268.

Bailey, D. (1994). Secret service: Making customer service work – training guide. British BroadcastingCorporation for Business.

Bardgett, L. (2000). The tourism industry, economic policy and statistics, House of Commons Library Research paper 00/66, June 23.

Bearden, W.O., & Teel, J.E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20, 21–28.

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

Blanke, Jennifer, and Thea Chiesa, eds. 2009. Travel &Tourism; Competitiveness Report2009: Managing in a Time of Turbulence. Geneva: World Economic Forum.

Bolton, R.N. (1998). A dynamic model of the duration of the customers relationship with a continuous service provider: The role of customer satisfaction. Marketing Science, 17, 45–65.

Bolton, R.N., & Drew, J.H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55 (January), 1–9.

Bolton, R.N., & Myers, M.B. (2003). Price-based global market segmentation for services. Journal of Marketing, 67(3), 108–128.

Boyd, S. W., and D. J. 2001. Timothy. “Developing Partnerships: Tools for Interpretation and Management of World Heritage Sites.” Tourism Recreation Research 26 (1): 47–53.

Callan, R.J. and Kyndt, G. (2001). Business travelers’ perception of service quality: A prefatory study of two European city centre hotels. International Journal of Tourism Research, 2, 313–323.

Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions Journal of Retailing, 66, 33–55.

Chadee, D.D., & Mattson, J. (1996). An empirical assessment of customer satisfaction in tourism. The Services Industries Journal, 16(3), 305–320.

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

CII Report and Recommendations on Tourism Sector, April 2003.

Crosby, A. L. (1993), Measuring customer satisfaction. In E. E. Scheming, & W. F. Christopher (End.), The service quality handbook. New York: AMACOM.

Costa, G., Glinka, E., Goudas, M., & Antoniou, P. (2004). Recreational services in resort hotels: Customer satisfaction aspects . Journal of Sport Tourism, 9(2), 117–126.

Coyle, M.P., & Dale, B.G. (1993). Quality in the hospitality industry: A study. International Journal of Hospitality Management, 12(2), 141–153.

Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55–68.

Dabholkar, P.A., Shepherd, C.D., & Thorpe, D.I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139–173.

Edward, M. (2006). Service quality of tourist destinations. PhD thesis (submitted). Cochin University of Science and Technology Ekinci, Y., Prokopaki, P., &Cobanoglu;, C. (2003). Service quality in Cretan accommodations: Marketing strategies for the UK holiday market. Hospitality Management, 22, 47–66.

Ekinci, Y., Riley, M., & Fife-Schaw, C.F. (1998). Which school of thought? The dimensions of resort hotel quality. International Journal of Contemporary Hospitality Management, 10(2), 63–67.

Fick, G., & Ritchie, J. (1991). Measuring service quality in the service industry. Journal of Travel Research 30 (2),2–9

Gronroos, C. (2001). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.

Gruca, T.S., &Rego;, L.L. (2005). Customer satisfaction, cash flow, and shareholder value. Journal of Marketing, 69(3), 115–130.

Gustaffson, A., & Johnson, M.D. (2004). Determining attribute importance in a service satisfaction model. Journal of Service Research, 7(2), 124–141.

Hackl, P., Scharitzer, D. and Zuba, R. (2000). Customer satisfaction in the Austrian food retail market . Total Quality Management, 11(7), 999–1006.

Hayes, K. D., Ninemeier, D. J., Miller, A. A. (2011),Foundations of Lodging Management , Pearson Education, UK.

Juwaheer, T.D., & Ross, D.L. (2003). A study of hotel guest perceptions in Mauritius. International Journal of Contemporary Hospitality Management, 15(2), 105–115.

Kandampully, J. (1998). Service quality to service loyalty: A relationship which goes beyond customer services. Total Quality Management, 9(6), 431-443.

Kano, N. (1984). Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, April, 39–48.

Kellogg, D. L., Youngdahl, W. E. and Bowen, D. E. (1997).On the relationship between customer participation and satisfaction: Two frameworks. International Journal of Service Industry Management 8 (3), 206–219.

Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, R. (1991). LODGSERV: A service quality index for the lodging industry. Hospitality Research Journal, 15, 277–284.

Lee, Y. H. and Chen, T. L. (2006).A Kano two-dimensional quality model in Taiwan’s hot spring hotels service quality evaluations. Journal of American Academy of Business, Cambridge, 8 (2), 301–306

Millan, A., & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism Management, 25(5), 533–546.

Moid S & Mehmood A. (2013). Dimensions of Service Quality in Tourism: The Customer’s Perspective in Indian Scenario. VSRD International Journal of Business and Management Research,3 (11).

Moid S. & Alam A. (2015).Measuring Service Quality in the Tourism Industry with Special Reference to Uttar Pradesh (India), NMIMS Management Review.

Nadiri, H., &Hussain;, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contemporary Hospitality Management, 17(6), 469–480.

Narayan, B., Rajendran, C., Sai P. L. and Gopalan, R. (2009).Dimensions of Service Quality in Tourism-an Indian Perspective, Total Quality Management, 20(1),61-89.

Nash, R., Thyne, M., & Davies, S. (2006). An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: A case study of backpacker tourists and the Scottish Youth Hostels Association. Tourism Management, 27, 525–532.

Nelson, E., Rust, R.T., Zahorik, A. J., Rose, R. L. and Siemanski, B. A. (1992), Do patient perceptions of quality relate to hospital ûnancial performance? Journal of Health Care Marketing, 3 (4),1–13

Nightingale, M. (1985). The hospitality industry: Defining quality for a quality assurance programme – a study of perceptions . Service Industries Journal, 5(1), 9–22.

O’Neill, M.A., Williams, P., MacCarthy, M., & Groves, R. (2000). Diving into service quality – the dive tour operator perspective. Managing Service Quality, 10(3), 131.

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), 12–40.

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

Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1994). Alternating scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing,70, 201–230 Reichel, A., Lowengart, O. and Milman, A. (2000). Rural tourism in Israel: Service quality and orientation. Tourism Management, 21, 451–459.

Reichheld, F.F.,& Sasser, W.E. (1990). Zero defections: Quality comes to services. Harvard Business Review,68, 105–111

Reyad, A. (2005), Service Quality in Hospitality Industry. Paper presented in WTO-OMT seminars on quality systems and management in tourism (Cairo, Egypt), retrieved from http://www.world-tourism.org/quality/E/pres.htm,on 23/09/2015

Ryzin, V., Muzzio, D., Immerwahr, S., Gulick, L., & Martinez, E. (2004). Drivers and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index Model to New York City. Public Administration Review, 64(3), 331–341.

Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. The Service Industries Journal, 11(3), 324–343.

Tribe, J. and Snaith, T. (1998). From SERVQUAL to HOLSAT: Holiday satisfaction in Varadero, Cuba. Tourism Management, 19 (1),25–34.

United Nations Report. (2001). Economic and Social Commission for Asia and the Pacific (ESCAP) Tourism Review No. 21. Opportunities and challenges for tourism investment: A case study of the Republic of Korea and reports from selected countries in Asia and the Pacific. New York: United

Witter, B.S. (1985). Attitudes about a resort area: A comparison of tourists and local retailers. Journal of Travel Research, 24, 14– 19.

WTO. (2004). Press release, Monte Carlo, Monaco, October 27.

Zeithaml, V., Bitner, M.J., & Gremler, D.D. (2002). Services marketing (3rd ed.). Boston: McGraw Hill/ Irwin.

Zhao, X., Changchun, B. and Hui, Y.V. (2002). An empirical assessment and application of SERVQUAL in a Mainland Chinese department store. Total Quality Management, 13(2), 241–254.

http://www.dnb.co.in/Travel_Tourism/Indian_Travel_and_Tourism_Industry.asp, accessed on December 20, 2014.

https://scholarsbank.uoregon.edu/xmlui/bitstream/handle/1794/10474/Landers_Matthew_Worth_ma2010wi.pdf ?sequence=1, accessed on December 20, 2014.

http://developmentdiaries.com/supporting-tourism-as-a-tool-for-development/, accessed on December 22, 2014.

http://www.researchgate.net/publication/247523664_Dimensions_of_service_quality_in_tourism__an_Indian_perspective, accessed on December 28, 2014.

http://www.sciencedirect.com/science/article/pii/S0278431905000940, accessed on January 10, 2015.

http://www.fs.fed.us/ne/newtown_square/publications/technical_reports/pdfs/2006/341 papers/yu341.pdf, accessed on January 10, 2015.

http://www.researchgate.net/journal/1528-008X_Journal_of_Quality_Assurance_in_Hospitality_Tourism, accessed on January 19, 2015.

http://jvm.sagepub.com/content/13/1/19.abstract, accessed on January 15, 2015

http://www.fm-kp.si/zalozba/ISSN/1854-4231/5_195-209.pdf, accessed on January 19, 2015.

http://www.routledge.com/books/details/9780789011411/, accessed on January 28, 2015.

http://vlex.in/vid/servqual-measure-travel-agents-guangzhou-66445814, accessed on February 2, 2015

http://gbr.sagepub.com/content/13/2/327.abstract, accessed on February 2, 2015

http://www.researchgate.net/publication/232237295_Service_Quality_Management_in_Hotel_Industry_A_Conceptual_Framework_for_Food_and_Beverage_Departments, accessed on Feb 2, 2015

http://wscholars.com/index.php/ajtr/article/view/0201_1, accessed on Feb 3, 2015

http://www.emeraldinsight.com/doi/abs/10.1108/09604520010307012, accessed on Feb 4, 2015

http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2369737, accessed on Feb 8, 2015

http://www.routledge.com/books/details/9780415621335/, accessed on February 9, 2015

http://jht.sagepub.com/content/14/2/277.abstract, accessed on February 9, 2015

http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2538570, accessed on February 9, 2015

http://asq.org/services/why-quality/case-studies.html, accessed on February 10, 2015

http://thesis.swu.ac.th/swuthesis/Bus_Eng_Int_Com/Alin_S.pdf, accessed on February 12, 2015

http://www.ripublication.com/gjmbs_spl/gjmbsv3n2spl_13.pdf, accessed on Feb 12, 2015

http://issuu.com/academic-conferences.org/docs/ejise-volume15-issue2-article811?e=1257060/3502808, accessed on February 15, 2015.

Username
Password
Remember me