C Rajendran

The purpose of this paper is to identify dimensions of service quality (SQ) and their corresponding measurement variables in the tourism industry by focusing on India, a South Asian destination. The dimensions and the measurement variables have been identified through a detailed review of literature and exploratory research. Service quality in tourism comprises 10 dimensions, namely core-tourism experience, information, hospitality, fairness of price, hygiene, amenities, value for money, logistics, food and security. This study aims to enrich the body of knowledge pertaining to similar work undertaken by researchers in other parts of the world. The growing importance of Asian destinations in the global tourism market in general and emergence of India as a prominent tourist destination in South Asia in particular marks the importance of this study. The proposed framework is expected to equip the tour operators in the western world to better understand the tourism industry in South-Asian destinations. It would also be useful to service-providers for managing other equally important tourist destinations in South Asia and Asia-Pacific regions, which are endowed with similar socio-cultural backgrounds.

Purpose - The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach - The second-order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which have significant impact on customer satisfaction (CS) separately from those which do not have a significant impact. Findings - Hospitality, food, logistics, security, and value for money have significant impact on satisfaction, while amenities, core-tourism experience, hygiene, fairness of price, information centers, culture, distractions, personal information, and pubs do not have a significant impact. Research limitations/implications - The above pattern may be different in a different destination, and in a different context. However, a major implication of the current findings is that a destination need not have natural cutting edges to be developed as a tourist destination. A destination with good logistics and assurance for security, value for money, impressive hospitality and food, can satisfy a customer. Practical implications - The scale which has been developed by us will be useful for destination managers to measure the SQ perceptions of tourists and benchmark destinations. The distinction of SQ dimensions with and without the impact on CS could enable a manager to manage these two sets of factors separately. Originality/value - Unlike previous works, SQ has been modeled in tourism as a second-order factor, which appears to be a more appropriate approach. The authors have also modeled factors with and without significant impact on satisfaction separately, and the approach does not seem to have precedence in literature. The inclusion of the factor, "Fairness of Price" is also a new contribution to literature. © Emerald Group Publishing Limited.