ELG40104: Analyzing Service Quality Impact in Tourism & Hospitality

This report investigates the significant impact of service quality within the tourism and hospitality industry, highlighting its crucial role in customer satisfaction and loyalty. It examines the increasing demands of hotel customers and the importance of service quality for competitive advantage. The research questions focus on the relationship between accessibility, accommodation, venue quality, and overall tourism quality. The literature review emphasizes tourism's rapid growth and its socio-economic influence, while also defining the five key features of service quality: tangibles, reliability, responsiveness, assurance, and empathy. The methodology outlines data collection from online sources and tourist surveys, utilizing both primary and secondary data with structured questionnaires. The sampling plan employs simple random sampling, and both quantitative and qualitative research methods are considered. The conclusion underscores the importance of customer perceptions and attitudes in shaping service quality experiences and the need for in-depth research to understand the dimensions of accessibility, accommodation, and venue in relation to tourist satisfaction and return intentions. The report references relevant academic literature to support its findings and analysis.

Impact Of Service Quality In The
Tourism And Hospitality Industry

Introduction
 The hotel business is increasing at a rapid speed and this is because of the
rising requirement for the services as well as the increasing opportunities 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.
 This presentation describes the impact of the quality of service in the tourism
and hospitality industry.

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.

Research Questions
 “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.

Continuation
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 (appearance of physical facilities, personnel and materials),
 Reliability (dependable and accurate performance),
 Responsiveness (willingness to help customers and the promptness of service),
Assurance (knowledge and courtesy of employees) and
 Empathy (caring and individualized attention to customers).

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 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.

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.

Running head: IMPACT OF SERVICE QUALITY IN THE TOURISM AND HOSPITALITY
INDUSTRY
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.