Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India

Bhattacharya, Payel; Mukhopadhyay, Adrika; Saha, Jayanta; Samanta, Bhaskar; Mondal, Manas; Bhattacharya, Subhasis; Sabatier, Paul

doi:10.1016/j.ijgeop.2023.04.001

Cited by 17 publications

(6 citation statements)

References 41 publications

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“…Therefore, investment in improving service quality can have a positive impact on reservation rates and the sustainability of the hotel business. In line with relevant research in this study (Shu et al, 2023); (Bhattacharya et al, 2023); (Rajesh et al, 2022); (Ijadi Maghsoodi et al, 2019); (Yang et al, 2021); (Akbari et al, 2023); (Dimitrios et al, 2023); (Brian, 2019).…”

Section: Introductionsupporting

confidence: 87%

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

Candra,

Mahaputra,

Mahaputra

2024

GIJTM

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The aim of this study is to provide qualitative evidence related to the variables of this study from sources derived from national and international indexed journals or scientific articles found through Google Scholar. Researchers then make recommendations from their own perspectives. The research method used in this qualitative study uses a mini-review approach to achieve the research objectives. A mini-evaluation of the variables is done by reading and analyzing dozens of peer-reviewed journal articles. Research results, although still minimal and far from perfect, meet expectations and at least contribute to science and knowledge, especially in the areas of marketing management, service quality variables, customer satisfaction, and revenue improvement. I found out that there is. Just as customer satisfaction variables affect hotel room occupancy, service quality also affects hotel room occupancy. Increasing the above variables should always be done within the study population, especially for guests staying directly at the hotel. It should also be done in future research. There are gaps in other variables that could be used for future research, such as price, advertising, location, loyalty and brand image variables.

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Section: Introductionsupporting

confidence: 87%

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

Candra,

Mahaputra,

Mahaputra

2024

GIJTM

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“…Tourism-related research has been intensively conducted over the past few decades. For example, Bhattacharya [41] estimated that 800 million people or approximately 12% of the world population, go abroad every year and this makes tourism one of the largest global enterprises with a significant contribution to the global economy. The research applied a hybrid technique developed by combining SERVQUAL and AHP to assess the level of service provided by the tourism industry based on 5 dimensions including tangible, reliability, responsiveness, assurance, and empathy.…”

Section: Literature Reviewmentioning

confidence: 99%

Multi-Objective Preference Analysis: A Novel Multi-Criteria Decision Analysis Approach for Smart Sharia Tourism Planning

Riandari,

Defit,

Yuhandri

2024

JAIT

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This research aimed to introduce the Multi-Objective Preference Analysis (MOPA) method within Multi-Criteria Decision Analysis (MCDA) to address complex decision problems. This method was applied to improve accuracy by using modified criterion weights through pairwise comparisons. It also combined modified criterion weights with normalized alternative performance ratings using linear max techniques. Moreover, the efficacy of the MOPA method was determined in the context of Islamic tourism development. The results showed that the method consistently produced high confidence weight values compared to the other MCDA methods. This was characterized by the closeness of its values to 1 on the [0-1] scale as showed by the 0.917 recorded for the MOPA, 0.078 for Analytic Hierarchy Process (AHP), 0.066 for SAW, 0.697 for Simple Additive Weighting (SAW), and 0.700 for Multi-Objective Optimization by Ratio Analysis (MOORA). The precision associated with this method assisted Islamic tourism development by improving the decision-making quality. Furthermore, sensitivity analysis was used to confirm the robustness of the method in line with the variations in criteria weights in order to ensure its suitability for dynamic decision environments. The variance test showed that the statistical significance (p < 0.05) of the proposed MOPA method was appropriate, showing it was an effective decision-making tool compared to other methods. Therefore, the MOPA method was introduced as a powerful and reliable tool to improve decision-making, specifically in the context of Islamic tourism development. This research contributed to the body of knowledge by offering a more objective and robust method to have better informed and optimized outcomes.

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“…La primera fase, coincide con la idea de calidad percibida; es decir, la calidad percibida es producto que pasa por un proceso de evaluación de las percepciones y las expectativas de los clientes. [28] La segunda fase, analiza las causas de conformidad o disconformidad del cliente; es decir, se estudia su satisfacción. [29] La tercera fase se centra en el estudio de la calidad percibida del cliente; es decir, abordada los atributos tangibles y los atributos intangibles.…”

Section: Marco Teóricounclassified

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Eslava-Zapata,

Chacón-Guerrero,

Mogrovejo-Andrade

et al. 2024

AiBi Revista de Investigación, Administración e Ingeniería

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El estudio tuvo como objetivo analizar la calidad del servicio que los hoteles de Cúcuta ofrecen a turistas. El estudio es de tipo cuantitativo, con un diseño transeccional exploratorio y descriptivo. Se trabajó con una muestra intencional no probabilística de cuatro hoteles tres estrellas de la ciudad de Cúcuta, Norte de Santander, Colombia. En este sentido, se aplicó el modelo SERVQUAL a fin de hallar las diferencias entre las percepciones y expectativas de los clientes en las dimensiones: tangibilidad, fiabilidad, responsabilidad, seguridad y empatía. Los resultados revelaron que la calidad del servicio es de suma importancia en la actualidad dado que en el mercado, los productos y servicios ofrecidos por los hoteles con características fiables son muy bien valorados por los clientes actuales y ayudan a captar nuevos clientes. Las cambiantes condiciones económicas, políticas y sociales, hace que las empresas hoteleras creen una cultura organizacional orientada al servicio, por lo tanto, tener una visión de calidad, es un factor clave para la prosperidad organizacional. Se comprobó la existencia de una pequeña brecha entre las expectativas y las percepciones de los clientes en cuanto a la calidad del servicio; sin embargo, queda en evidencia que las empresas hoteleras están satisfaciendo las necesidades de los clientes en los distintos servicio ofrecidos de cara fortalecer su fidelidad.

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Perception-satisfaction based quality assessment of tourism and hospitality services in the Himalayan region: An application of AHP-SERVQUAL approach on Sandakphu Trail, West Bengal, India

Cited by 17 publications

References 41 publications

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

Service Quality and Customer Satisfaction Have an Impact on Increasing Hotel Room Occupancy Ratio: Literature Review Study

Multi-Objective Preference Analysis: A Novel Multi-Criteria Decision Analysis Approach for Smart Sharia Tourism Planning

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

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