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1. Forces:
Deregulation
Competition
2
OBJECTIVES OF THE STUDY
3
The Sample (320)
No. of
Demographic Characteristics Respondents %age
20-30 Years 137 42.8
31-40 Years 131 40.9
Age
41-50 Years 39 12.2
Above 51 Years 13 4.1
Male 194 60.6
Gender
Female 126 39.4
Up to secondary level 73 22.8
Level of education Graduation 162 50.6
Post-graduation 85 26.6
Up to Rs: 15,000 82 25.6
Level of Income 16,000-30,000 91 28.4
(per month) 31,000-45,000 112 35.0
Above 46,000 35 10.9
Indian 230 71.8
Nationality
Foreigner 90 28.1
Business 13 4.1
Pilgrimage 31 9.7
Purpose of visit Sport 21 6.6
Leisure/holiday 234 73.1
Visiting friends/relatives 21 6.6
Table 1: Service Quality Dimensions: Factor Analysis Results and Reliability Coefficients
12 Reliability
Insisting on error-free service. .720
10 .699
11 Performing the service/s at the promised time.
Performing the service/s right the first time. .647
13 .569
14 Meeting the tour schedule.
No sudden increase in tour cost. .482
* Significance at 1% level
Mean Score
Service Quality Dimension
Expectation Perception Service Quality
Experienced and competent tour and hotel escorts. 4.42 4.35 -0.07
Willingness to help tourists and advice on how to use 4.65 3.99 -0.66
free time.
Performing the service/s right the first time. 4.20 4.11 -0.09