Service Quality and Tourist Satisfaction in the Hospitality Industry: A Study of Government Tourism Hotels in Himachal Pradesh

Abstract

Himachal Pradesh is one of the most attractive hill states of India in north-western part of the Himalayas. The state is famous for its beautiful views, snow-capped
mountain peaks, dense forests, rivers, lakes, apple orchards and its heritage. Himachal Pradesh is traditionally known as a summer destination, but over the years
has diversified its tourism product in order to minimise the seasonality of tourism and to encourage tourism throughout the year. Tourism is an important part of
the state's economy and the accommodation facilities are one of the important factors affecting the visitors.The government tourism hotels play a pivotal role in
tourism development and promotion in the region and are a source of providing lodging and hospitality services to tourists in H.P. Revenue production in the
tourism sector has become one of the major factors to consider in determining the satisfaction level and overall tourist experience. Quality services meet the needs
of the tourists and increase visitors' satisfaction, leading to repeat trips and word-of-mouth.The purpose of this study is to investigate the relationship between
service quality and tourist satisfaction of the tourism hotels of the Government of Himachal Pradesh. It addresses the different aspects of service quality such as
accommodation facilities, behaviour of staff, responsiveness, reliability, cleanliness and food services and how these affect the tourists' satisfaction level. The study
aims to contribute to the understanding of ways to improve the quality of services and increase customer satisfaction levels in the tourism sector so as to boost the
tourism sector in Himachal Pradesh, through government run tourism hotels.