Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Measurement of Tourist Satisfaction With Hotels in Pushkar


Affiliations
1 Departmentof Management Studies, MDS University, Ajmer, Rajasthan, India
     

   Subscribe/Renew Journal


In today's globalised world there is immense competition everywhere and service marketers are struggling hard to survive. Therefore it becomes an obligation for service providers to satisfy their customers and differentiate their service from its competitors. The influx of tourist is increasing in India and hotels are doing fairly good job in making their stay pleasant. The present study measures tourists' satisfaction with hotels in Pushkar and their intention to revisit or recommend to others. The researcher intended to deeply explore the literature and to identify the key factors of tourist's satisfaction with hotels and know their relative importance. This study examined whether tourists could be bifurcated into distinct clusters and the key factors determining tourists' satisfaction differed among the identified clusters. A self administered questionnaire was used to seek responses from the tourists who stayed in hotels of Pushkar. Best possible and accessible hotels were selected for the study and the data was analysed using SPSS. The results indicate that the tourists were satisfied with hotels of Pushkar and they have an intention to revisit or recommend to others. Further details of the results are presented in the paper.

Keywords

Hotels, Satisfaction, Tourist, Pushkar.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Anton, J. (1996). Customer relationship management: Making hard decisions with soft numbers. Upper Saddle River, Prentice-Hall.

  • Baker, D., & Crompton, J. (2000). Quality, satisfaction and behavioural intentions. Annals of Tourism Research, 27(3), 785-804.

  • Barsky, J., & Nash, L. (2003). Customer satisfaction: Applying concepts to industry-wide measures. The Cornell Hotel and Restaurant Administration Quarterly, 44(4), 173-183.

  • Barsky, J.D., & Labagh, R. (1992). A strategy for customer satisfaction. The Cornell Hotel and Restaurant Administration Quarterly, 35(5), 32-40.

  • Bigne, L.A., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management, 26(6), 833-844.

  • Blanchard, R.F., & Galloway R.L. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.

  • Cadotte, E., & Turgeon, N. (1988). Key factors in guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 28(4), 44-51.

  • Cho, B. (1998). Assessing tourist satisfaction: An exploratory study of Korean youth tourists in Australia. Tourism Recreation Research, 23(1), 47-54.

  • JOHAR - Journal of Hospitality Application & Research Vol. 9 No. 1 Department of Hotel Management, BIT-Mesra, Ranchi-835215

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

  • Dolnicar, S., & Otter, T. (2003). Which hotel attributes matter? A review of previous and a framework for further research. In T. Griffin, & R. Harris (Eds.), Asia Pacific Tourism Association 9th Annual Conference, Sydney, Australia, (pp. 176-188).

  • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.

  • Fuchs, G., & Reichel, A. (2006). Tourist destination risk perception: The case of Israel. Journal of Hospitality & Leisure Marketing , 14(2), 83-108.

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

  • Gruen, T.W., Summers, J.O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34-49.

  • Hsieh, L.F., Lin, L.H., & Lin, Y.Y. (2008). A service quality management architecture for hot spring hotels in Taiwan. Tourism Management 29(3), 429-438.

  • Joaquin, A., & Cladera, M. (2009). Analysing the effect of satisfaction and previous visits on tourist intentions to return. European Journal of Marketing, 43(6), 670-685.

  • Joaquin, A., & Jaume, G. (2010). Tourist satisfaction and dissatisfaction. Annals of Tourism Research , 37(1), 52-73.

  • Kim, W.G., Han, J.S., & Lee, E. (2001). Effects of relationship marketing on repeat purchase and word of mouth. Journal of Hospitality & Tourism Research, 25(3), 272-288.

  • Knutson, B. (1988). Frequent travelers: Making them happy and bringing them back. The Cornell Hotel and Restaurant Administration Quarterly, 29(1), 83-87.

  • Kotler, P. (1991). Marketing management: Analysis planning, implementation, and control. Englewood Cliffs, NJ: Prentice Hall.

  • Kozak, M., & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain, as an off-season holiday destination. Journal of Travel Research , 38(3), 260-269. Double Blind Refereed Papers Measurement of Tourist Satisfaction with Hotels in Pushkar 27

  • LeBlanc, G., & Nguyen, N. (1996). An examination of the factors that signal hotel image to travellers. Journal of Vacation Marketing, 3(1), 32-42.

  • MacKay, K., & Crompton, J. (1990). Measuring the quality of recreation services. Journal of Park and Recreation Administration, 8(3), 45-56.

  • O'Neill, J.W., Mattila, A., & Xiao, Q. (2006). Hotel guest satisfaction and brand performance: The effect of franchising strategy. Journal of Quality Assurance in Hospitality and Tourism, 7(3), 25-39.

  • Parasuraman, A., Zeithaml, V., & Berry, L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

  • Shemwell, D.J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationship: An empirical test of a model of service quality, satisfaction and relationship-oriented outcome. International Journal of Service Industry Management, 9(2), 155-168.

  • Sohrabia, B., Vanania, I., Tahmasebipurb, K., & Fazli, S. (2012). An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels. International Journal of Hospitality Management, 31(1), 96-106.

  • Spreng, R., MacKenzie, S., & Olshavsky, R. (1996). Re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-35.

  • Valdani, E. (2009). Cliente & Service Management, Egea, Milan.

  • Villanueva, J., Yoo, S., & Hanssens, D. (2008). The impact of marketing-induced versus word-of-mouth customer acquisition on customer equity growth. Journal of Marketing Research, 45(1), 48- 59.

  • Wilensky, L., & Buttle, F. (1988). A multivariate analysis of hotel benefit bundles and choice trade-offs. International Journal of Hospitality Management, 7(1), 29-41.

  • Yi, Y. (1991). A critical review of consumer satisfaction. In V. Zeithaml (Ed.), Review of Marketing. Chicago: American Marketing Association Yung & Chan.

  • Yuksel, A. (2001). Managing customer satisfaction and retention: A case of tourist destinations, Turkey. Journal of Vacation Marketing, 7(2), 153-168.


Abstract Views: 328

PDF Views: 2




  • Measurement of Tourist Satisfaction With Hotels in Pushkar

Abstract Views: 328  |  PDF Views: 2

Authors

Shiv Prasad
Departmentof Management Studies, MDS University, Ajmer, Rajasthan, India
Vinita Bhatia
Departmentof Management Studies, MDS University, Ajmer, Rajasthan, India

Abstract


In today's globalised world there is immense competition everywhere and service marketers are struggling hard to survive. Therefore it becomes an obligation for service providers to satisfy their customers and differentiate their service from its competitors. The influx of tourist is increasing in India and hotels are doing fairly good job in making their stay pleasant. The present study measures tourists' satisfaction with hotels in Pushkar and their intention to revisit or recommend to others. The researcher intended to deeply explore the literature and to identify the key factors of tourist's satisfaction with hotels and know their relative importance. This study examined whether tourists could be bifurcated into distinct clusters and the key factors determining tourists' satisfaction differed among the identified clusters. A self administered questionnaire was used to seek responses from the tourists who stayed in hotels of Pushkar. Best possible and accessible hotels were selected for the study and the data was analysed using SPSS. The results indicate that the tourists were satisfied with hotels of Pushkar and they have an intention to revisit or recommend to others. Further details of the results are presented in the paper.

Keywords


Hotels, Satisfaction, Tourist, Pushkar.

References