Tourists’ Satisfaction Towards Service Quality Of Hotels In Goa, India

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. The present paper investigates influence of service quality dimensions of hotel services on the tourists' satisfaction. Total 600 tourists including both domestic and foreign were interviewed and collected data was analysed using SPSS software. Exploratory factor analysis was conducted for the purpose of dimension reduction and the influence of identified dimensions of service quality of hotels on tourists' was tested using multiple regression analysis. The study revealed positive influence of identified dimensions of service quality of hotels on the tourists' satisfaction, with coefficient of determination R2 of 74.5%. The study will prove beneficial to the stakeholders in improving their service quality and maintain tourists' satisfaction and tourists' loyalty.