Journal of Hospitality Application and Research

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Critical Factors of Service Quality, Customer Satisfaction and Customer Loyalty in Tourism Industry


Affiliations
1 Professor – Operations & Data Sciences, SBM, NMIMS University, Mumbai, Maharashtra, India
2 Associate Professor – Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India
     

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Tourism quality is a contribution of many stakeholders with a professional approach to meet customer expectations. Numerous studies have indicated a positive correlation between service quality & customer satisfaction. Similarly, past research has indicated a positive correlation between customer satisfaction & customer loyalty. The current research paper measures the service quality latent factors in tourism, including Amenities, Food, Hospitality, Hygiene, Safety & Security, and the latent factors of Customer Satisfaction & Customer Loyalty. The study undertaken in India uses convenience sampling to survey regular tourists across the states in India. The research methodology encompasses developing latent factor scale, questionnaire, data collection & data analysis using regression models to demonstrate the relation between the Critical Factors of Service Quality, Customer Satisfaction & Customer Loyalty in the Tourism Industry.

Keywords

Services Quality, Customer Satisfaction, Customer Loyalty, Amenities, Food, Hospitality, Hygiene, Safety & Security
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  • Critical Factors of Service Quality, Customer Satisfaction and Customer Loyalty in Tourism Industry

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Authors

Tohid Kachwala
Professor – Operations & Data Sciences, SBM, NMIMS University, Mumbai, Maharashtra, India
Pradeep Pai
Associate Professor – Operations Management & Decision Science, SBM, NMIMS University, Mumbai, Maharashtra, India

Abstract


Tourism quality is a contribution of many stakeholders with a professional approach to meet customer expectations. Numerous studies have indicated a positive correlation between service quality & customer satisfaction. Similarly, past research has indicated a positive correlation between customer satisfaction & customer loyalty. The current research paper measures the service quality latent factors in tourism, including Amenities, Food, Hospitality, Hygiene, Safety & Security, and the latent factors of Customer Satisfaction & Customer Loyalty. The study undertaken in India uses convenience sampling to survey regular tourists across the states in India. The research methodology encompasses developing latent factor scale, questionnaire, data collection & data analysis using regression models to demonstrate the relation between the Critical Factors of Service Quality, Customer Satisfaction & Customer Loyalty in the Tourism Industry.

Keywords


Services Quality, Customer Satisfaction, Customer Loyalty, Amenities, Food, Hospitality, Hygiene, Safety & Security

References