Analyzing the Impact of Service Quality in Tourism and Hospitality

This research report investigates the impact of service quality on the tourism and hospitality industry, focusing on customer satisfaction and industry growth. The study examines the relationship between service quality and customer satisfaction, highlighting the increasing importance of customer loyalty in the competitive hotel business. The research employs both primary and secondary data collection methods, including questionnaires and statistical analysis, to understand the influence of service quality on tourists' revisit intentions and overall tourism development. The report addresses key research questions concerning the relationship between service quality dimensions like accessibility, accommodation, and venue, and their impact on tourist satisfaction and the intention to return. The findings aim to provide insights into factors affecting tourism levels and suggest strategies for improving service quality within the industry. The report includes an introduction, background, research objectives, literature review, methodology, and conclusion, along with references to relevant sources.

Running head: IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY
INDUSTRY
Impact of Service Quality in the Tourism and Hospitality Industry
Name of Student:
Name of University:
Author’s Note:

1IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
Executive Summary:
The main aim of this research proposal is to explore the impact of the superiority of service on
the tourism and the satisfaction of the industry. The significance of “the tourism industry and the
perception and dimensions” of the eminence of service have been studied a lot for understanding
the relation between the quality of service in tourism and the level of customer satisfaction. The
study aims to understand the actual impact of the quality and level of service on the tourism
industry.

2IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
Table of Contents
Introduction:....................................................................................................................................3
Background:.................................................................................................................................3
Research Statement and objectives:.............................................................................................3
Significant of the Study:..............................................................................................................3
Research Questions:.....................................................................................................................4
Literature review:.............................................................................................................................4
Methodology:...................................................................................................................................5
Data Collection method:..............................................................................................................5
Sampling:.....................................................................................................................................5
Research procedure:.....................................................................................................................6
Conclusion:......................................................................................................................................6
References and Bibliography:..........................................................................................................7

3IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
Introduction:
Background:
The hotel business is increasing at a rapid speed and this is because of the rising
requirement for the services along with the increasing chances for travel. Because of this the
hotels are facing demanding customers as the requirements of the quality of growth with an
increase in the use of hotel services for increase in the competitive ability of the hotel with
respect to the customer loyalty is extremely important. The research paper aims to show the
impact of the quality of service in the tourism and hospitality industry. There has been immense
amount growth and development in the tourism industry but the impact of the visitors on the
sustenance on the tourism industry cannot be neglected.
Research Statement and objectives:
The main principle of this study is to inspect the impact of the quality of service on the
tourism and the satisfaction of the industry. The consequence of the tourism industry and the
concept and dimensions of the superiority of service have been studied a lot for understanding
the relation between the quality of service in tourism and the level of customer satisfaction. The
study aims to understand the actual impact of the quality and level of service on the tourism
industry.
Significant of the Study:
There has been an immense growth in the tourism industry and the research has shown
that there is a significant impact of the service quality of hospitality industry on the intention of
the tourists to return to their place of interest. Therefore this research paper helps in getting an
understanding on the factors which impact the level of tourism.

4IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
Research Questions:
The research questions are to be formulated as follows:
“Is there a noteworthy relation between the quality of accessibility to the places and the things
which the people want to see and the tourism quality?”
“Is there a relationship between the quality of the visitor’s accommodation at the time of stay and
the quality of service?”
“Is there a notable relationship between the quality of venue and the quality of tourism?”
Literature review:
Tourism has been one of the greatest growing industries in the world. There are large
number of societies which are completely dependent on the visitors in order to fulfil the needs of
their lives. The influence of tourism is extremely diverse. It is responsible for playing a crucial
role in the socio-economic and political development in the destination countries and also for
offering significant employment opportunities. In certain instances it has been seen that being a
tool for the creation of jobs the expectations have not been fulfilled. It has often happened that
there have been complaints from the tourist destinations regarding immense negative impacts on
the environment have caused the demand for sustainable development in tourism (Cook, Hsu &
Marqua, 2014). The impact of travel and tourism on a specific neighbourhood is noteworthy. It is
natural for the tourists to bring a certain level of revenue but the ways in which a certain amount
of revenue is attracted vary by significant amounts. The methods of spending and reinvesting
money are also significant.

5IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
The concept of service quality is abstract and regarding its operations there have been
five features which have been defined with respect to it. They are “Tangibles, reliability,
responsiveness, assurance and empathy”. This is actually used to explain the appearance of the
physical facilities, the dependability and accuracy of performance, willingness to assist
customers and the promptness of services, the knowledge and courtesy of the employees and the
caring and proper attention to the customers. It has been shown by existing literature that there is
the impact of service quality on the revisit intentions. The revisit intentions of the tourists are
responsible for not only allowing the management of nature based tourism business and the
organizations for the identification of the strengths and weaknesses but also help in focusing on
the limited resources on the service attributes which influence the revisit intentions of the tourist
(Walker & Walker, 2016).
Methodology:
Data Collection method:
The data can be collected from the online sources and also from the tourists who visit
different hotels of a particular area which has been chosen for study. In other words, for this
study there has been the use of both primary as well as secondary sources of data. The primary
data comprise of the structured questionnaires which have been created for giving to the people.
Total of 100 respondents have to be chosen for the study and the Statistical analysis including the
measures of central tendency and dispersion are to be used for the study.
Sampling:
There are different types of sampling procedures which can be applied in the research
studies. These include that of “simple random sampling, stratified random sampling, cluster

6IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
sampling among others”. In this particular study of research the type of sampling plan which has
been administered is that of simple random sampling without replacement.
Research procedure:
There are two different procedures of research which can be applied in the different
research studies. These are the quantitative and the qualitative methods of research. This leads to
the development of different plans of research. In this case both quantitative and qualitative
methods of research can be utilized for better methods of research (Lewis 2015).
Conclusion:
The perception of the quality of service is formed by the feelings and the attitudes which
are experienced by the customers due to the service which is provided by the tourism agencies.
Depending on the personal perceptions of the services it is seen that the customers form their
respective experiences. The research study needs to be conducted in a deep and understandable
sense. The dimensions like the superiority of accessibility accommodation, venue and
components have significant, relationship with the contentment of the tourists as with their
intention to return. There is also the improvement of the tourism industry in a specific region.
There needs to be a certain knowledge in certain areas. The tourism industry therefore needs to
be developed suitably for the transformation of the services.

7IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY INDUSTRY
References and Bibliography:
Cook, R. A., Hsu, C. H., & Marqua, J. J. (2014). Tourism: the business of hospitality and travel.
Boston, MA: Pearson.
Englander, M. (2012). The interview: Data collection in descriptive phenomenological human
scientific research. Journal of Phenomenological Psychology, 43(1), 13-35.
Gustavo, N. (2013). Marketing management trends in tourism and hospitality industry: Facing
the 21st century environment. International Journal of Marketing Studies, 5(3), 13.
Leung, D., Law, R., Van Hoof, H., & Buhalis, D. (2013). Social media in tourism and
hospitality: A literature review. Journal of Travel & Tourism Marketing, 30(1-2), 3-22.
Lewis, S. (2015). Qualitative inquiry and research design: Choosing among five
approaches. Health promotion practice, 16(4), 473-475.
Palinkas, L. A., Horwitz, S. M., Green, C. A., Wisdom, J. P., Duan, N., & Hoagwood, K. (2015).
Purposeful sampling for qualitative data collection and analysis in mixed method
implementation research. Administration and Policy in Mental Health and Mental Health
Services Research, 42(5), 533-544.
Sigala, M., Christou, E., & Gretzel, U. (Eds.). (2012). Social media in travel, tourism and
hospitality: Theory, practice and cases. Ashgate Publishing, Ltd..
Walker, J. R., & Walker, J. T. (2016). Introduction to hospitality management. Prentice Hall.