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

What Determines the Tourist Satisfaction?Evidence From Jammu and Kashmir-India


Affiliations
1 Punjab School of Economics, GNDU, Amritsar, Punjab, India
2 Department of Humanities and Social Sciences, IIT Madras, Chennai, Tamil Nadu, India
     

   Subscribe/Renew Journal


This study aims at analyzing the factors determining the tourist satisfaction towards Jammu and Kashmir tourism. The study is based on primary data which has been collected from 500 tourists respondents incorporating various tourism services and facilities provided by different stakeholders of tourism industry in the state of Jammu and Kashmir. The results revealed that the 7 combined services provided to tourists in terms of Transport, Accommodation, Food, Shopping, Public behavior & Security, Public services and Other Tourism Awareness are significantly affecting the satisfaction of tourists. Further, it was found that the suitable arrangements and availability of these factors can boost the tourist flow to the state. The state need to take up with the central government for expansion of existing aviation infrastructure so that all the major state capitals of the country could be air linked with Jammu and Kashmir. Rail and road connectivity need also be speeded up.

Keywords

Tourism, Tourist Satisfaction, Regression, J&K.
Subscription Login to verify subscription
User
Notifications
Font Size


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

  • Baloglu, S., & McCleary, K. W. (1999). A model of destination image formation. Annals of Tourism Research, 26(4), 868.

  • Bansal. K. L., & Thakur, A. S. (2013). Expectation and experiences of tourists: A gap analysis of adventure tourists in Himachal Pradesh. Tourism Innovations: A Journal of Indian Tourism Congress, 2(1), 100-110.

  • Bornhorst, T., Brent Ritchie, J. R., & Sheehan, L. (2010). Determinants of tourism success for DMOs & destinations: An empirical estimation of stakeholders perspectives. Tourism Management, 31(5), 572-589.

  • Buhalis, D., & Law, R. (2008). Progress in Information Technology and Tourism Management, 20 Years On & 10 Years after the Internet: The State of eTourism Research. Tourism Management, 29(4), 609-623.

  • Chattopadhyay, M. (2006). Religious tourism: An introduction. The ICFAI University Press.

  • Choi, T. Y., & Chu, R. (2001). Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry. Hospitality Management, 20(3), 277-297.

  • Christian, M., Fernandea-Stark, K., Ahmed, G., & Gereffi, G. (2011). The tourism global value chain: Economic upgrading and workforce development. Center on Globalization, Governance & Competitiveness (CGGC), Duke University.

  • Cooper, C., Lacy, T. D., & Jago, L. (2004). The Economic Impacts and Benefits of Tourism in Australia. National library of Australia Cataloguing in Publication Data.

  • David, C., & Bojanic, D. B. A. (1996). Consumer perceptions of price, value and satisfaction in the hotel industry. Journal of Hospitality and leisure Marketing, 4(1), 5-22.

  • Del Bosque, I. R., & Martin, H. S. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551.

  • Duke, C. R., & Persia, M. A. (1996). Performance-importance analysis of escorted tour evaluations. Journal of Travel Tour Mark., 5(3), 207-223.

  • Gronroos, C. (1990). Service management and marketing: Managing the moments of truth in service competition. USA. Lexington Books.

  • Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain as an off-season holiday destination. Journal of Travel Research, 38(3), 260-269.

  • Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610.

  • Manning, T. (1999). Indicators of tourism sustainability. Tourism Management, 20(2), 179-181.

  • Masa’deh. R., Nasseef, M. A., Alkoudary, A., Mansour, H., & Aldarabah, M. (2017). The impact of motivation for attendance on destination loyalty via the mediating effect of tourist satisfaction. International Journal of Business Administration, 8(4), 34-48.

  • Oh, M., & Mount, J. D. (1998). Assessment of lodging service unit performance for repeat business. Journal of International Hospitality, Leisure and Tourism Management, 1(3), 37-54.

  • Oliver, R. (1980). Cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 40, 411-423.

  • Oliver, R. (1993). Cognitive affective and attribute bases of satisfaction response. Journal of Consumer Research, 20, 418-430.

  • 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, 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), 12-40.

  • Petrick, J. D. M., & Norman, W. (2001). An examination of the determinants of entertainment vacationers’ intentions to visit. Journal of Travel Research, 40, 41-48.

  • Pileliene, L., & Grigaliunaite, V. (2014). Interaction between satisfaction and loyalty of lithuanian rural tourists a moderating: Effect of perceived value. Management Theory and Studies for Rural Business and Infrastructure Development, 36(4), 297-936.

  • Reisinger, Y., & Turner, L. (2003). Cross-cultural behavior in tourism: Concepts and analysis. Oxford, Butterworth-Heinemann.

  • Shonk, D. J., & Chelladurai, P. (2008). Service, quality, satisfaction and intent to return in event sport tourism. Journal of Sport Management, 22(5), 587-602.

  • Stevens, P., Knuston, B., & Patton, M. (1995). DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36(2), 56-60.

  • Titu, M. A, Raulea, A. S., & Titu, S. (2016). Measuring service quality in tourism industry. Procedia - Social and Behavioral Sciences, 221, 294-301.

  • Viswanath, G. (1998). Tourism and travel management. Vikas Publishing House, New Delhi.

  • Westbook, R., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84-91.

  • Whipple, T. W., & Sharon, T. (1988). Group tour management: Does good service produce satisfied customer? Journal of Travel Research, 27(2), 16-21.

  • Yuksel, A. (200s1). Managing customer satisfaction and retention: A case of tourist destinations, Turkey. Journal of Vacation Marketing, 7(2), 153-168.


Abstract Views: 467

PDF Views: 0




  • What Determines the Tourist Satisfaction?Evidence From Jammu and Kashmir-India

Abstract Views: 467  |  PDF Views: 0

Authors

Ruhi Refath Aara
Punjab School of Economics, GNDU, Amritsar, Punjab, India
Arfat Ahmad Sofi
Department of Humanities and Social Sciences, IIT Madras, Chennai, Tamil Nadu, India

Abstract


This study aims at analyzing the factors determining the tourist satisfaction towards Jammu and Kashmir tourism. The study is based on primary data which has been collected from 500 tourists respondents incorporating various tourism services and facilities provided by different stakeholders of tourism industry in the state of Jammu and Kashmir. The results revealed that the 7 combined services provided to tourists in terms of Transport, Accommodation, Food, Shopping, Public behavior & Security, Public services and Other Tourism Awareness are significantly affecting the satisfaction of tourists. Further, it was found that the suitable arrangements and availability of these factors can boost the tourist flow to the state. The state need to take up with the central government for expansion of existing aviation infrastructure so that all the major state capitals of the country could be air linked with Jammu and Kashmir. Rail and road connectivity need also be speeded up.

Keywords


Tourism, Tourist Satisfaction, Regression, J&K.

References