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ANALYSIS AND MEASUREMENT OF SERVICE QUALITY IN TOURISM SECTOR USING THE SERVQUAL MODEL
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Author(s):
DR. SHAMIM A. SHAH, DR. ZUBAIR AHMAD DADA, SAJAD NABI DAR, SAFIYA SKINDER
Vol - 8, Issue- 9 ,
Page(s) : 13 - 25
(2017 )
DOI : https://doi.org/10.32804/IRJMSH
Abstract
Service Quality has become a serious issue in the development of the tourism sector across the globe. It is the result of the fact that stakeholders of the industry still find it difficult to comprehend the socio-psychological drives of the visitors. In the present research, the authors have examined tourists’ perception of various Service Quality dimensions of Tourism Industry. The study adopted the SERVQUAL model in evaluating tourists’ perception about the service quality of Rajasthan tourism Industry. The results have revealed that tourists are not satisfied with service quality provided by the service providers in Rajasthan. The expectation mean was more than the perception mean. Therefore, it’s important for the tourism stakeholders of Rajasthan to take into account the expectations of the tourists so that Rajasthan as a destination does not face a decline.
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