TOURIST SATISFACTION IN RELATION TO SERVICE QUALITY: A STUDY OF TAMILNADU HOTEL SECTOR

Abstract

Hotel business is one of the main activities of the hospitality industry. Hotel service gives home feeling to the tourists at destination. Hospitality industry will not survive if they don’t provide quality services to the tourists. This study explores the relationship between service quality and tourist satisfaction in the hotel sector of Tamil Nadu, India. Recognizing the critical role that service quality plays in the hospitality industry, this research employs the SERVQUAL model to evaluate five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected from 300 tourists across a diverse range of hotels in Tamil Nadu through structured questionnaires. The analysis reveals a significant positive correlation between all dimensions of service quality and tourist satisfaction. Notably, responsiveness and empathy emerged as the most influential factors. The findings suggest that enhancing these service quality dimensions can substantially improve tourist satisfaction. This study provides actionable insights for hotel managers and policymakers to develop strategies that elevate service standards, thereby boosting the overall tourist experience in Tamil Nadu.