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

Pilgrims' Expectations and Satisfaction in the Hospitality Industry - a Case of Katra.


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

   Subscribe/Renew Journal


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
Subscription Login to verify subscription
User
Notifications
Font Size


  • Barsky & Labagh (1992). A Strategy for Customer Satisfaction. Cornell Hotel and Restaurant Administration Quaterly. 0ct.32-40.

  • Barsky & Nash (2000) Customer Satisfaction: Applying Concepts to Industry wide Measures.(Book).

  • Bowen,D.(2001). Antecedent of Consumer Satisfaction and Dis-satisfaction(CS/D) on long-haul inclusive tours- a reality check on the oretical considerations. Tourism Management,22, 49-61.

  • Bramwell,B. (1998). User satisfaction and product development in urban tourism. Tourism Management. 19(1),35-47.

  • Chon,K.S. & Olsen, M.D. (1991). Functional and Symbolic Approaches to Consumer satisfaction/Dissatisfaction. Journal of the International Academy of Hospitality Research. 28: 1-20.

  • Clemons,Scott D.& Woodruff, Robert B. (1992). Broadening the view of Consumer dissatisfaction: A proposed Means- end

  • Disconfirmation model of CS/D. American Marketing Association, (Winter), 413-421.

  • Erdly.M. et al(2006). Role of B2E in Increasing Human capital Value in Hospitality & Leisure. (Book).

  • Fu yao-yi & Mount Daniel (2007)Hotel Guests’ Cumulative Satisfaction Updating Process in the context of Service Failure and Service Recovery. International Journal of hospitality and Tourism Administration. Vol. 8 (1), pp 77-98.

  • Heuung,V.C.S. & cheng, E. (2000). Assessing tourist's satisfaction with shopping in the Hong Kong special administration region of China. Journal of Travel Research, 38, 396-404.

  • Joppe,M., Martin, D.W., & Waalen, J, (2010. Toronto’s image as a destination; A comparative importance- satisfaction analysis by origin of visitor. Journal of Travel research, 39, 252-260.

  • Lee,C. (1999). Investigating tourist attachment to selected coastal destination: An application of place attachment. Clemson University.

  • Master, H. & Prideaux, B (2000). Culture and Vacation Satisfaction: a study of Taiwanese tourists in South East Queensland. Tourism Management, 21, 445-449.

  • Pizam,A., Neumann, Y. & Reichel, A. (1978). Dimensions of tourist satisfaction with a destination. Annals of Tourism Research, 5, 314-322.

  • Pizam, A. & Millman, A. (1993). Predicting satisfaction among first-time visitors to a destination by using the expectancy disconfirmation theory. International Journals of hospitality Management. 12(2), 197-209.

  • Rust, R.T., Zahorik, A.J. & Keininghan, T.L,(1993).Return on Quality, Chicago,IL: Probus Publishing.

  • Sirgy ,J.M. (1984). A Social Cognition Model of Consumer Satisfaction/Dissatisfaction. Psychology and marketing, 1 (summer), 27-44.

  • Yavuz, N.F (1994). Amarket segmentation study of visitors to North Cyprus through importance performance analysis of destination attributes. Virginia Polytechnic Institute and State University.

  • Web sites:

  • www.marketprobe.com.

  • www.hospitalitynet.org.

  • www.travelandhospitalitysurveys.com.


Abstract Views: 317

PDF Views: 0




  • Pilgrims' Expectations and Satisfaction in the Hospitality Industry - a Case of Katra.

Abstract Views: 317  |  PDF Views: 0

Authors

Bharti Gupta
Centre for Hospitality & Tourism Management, University of Jammu, Jammu (J&K).
Sonia Sharma
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

References