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

Journal of Hospitality Application and Research

Volume 17 Issue 1

Published: 2022
Author(s) Name: Tohid Kachwala, Pradeep Pai | Author(s) Affiliation: SBM, NMIMS University, Mumbai, Maharashtra, India.
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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

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