Mapping heritage tourism service quality using the Kano model: a case study of Indian tourism

Ashutosh Pandey and Rajendra Sahu

International Journal of Services and Operations Management, 2020, vol. 37, issue 2, 264-283

Abstract: This research tries to understand the needs and perception of inbound tourists visiting Indian heritage sites through the application of Kano two-dimensional quality model. An attempt has been made to provide suggestions for improving service quality at cultural and historical heritage sites in India, which would further improve the tourist satisfaction, foreign tourist inflow, foreign exchange earnings and ranking of Indian tourism worldwide. The study indicated that out of 24 service quality items classified by the Kano model, one-dimensional and indifferent quality elements were large in numbers. This study suggested that heritage sites in India need to take care of crowd management, general cleanliness, upkeep of sites and further prioritises the other service attributes for providing better tour experiences to foreign tourists.

Keywords: service quality; tourism; inbound tourists; Kano two-dimensional quality model; heritage sites. (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=110339 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:37:y:2020:i:2:p:264-283

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().