IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v37y2020i2p264-283.html
   My bibliography  Save this article

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

Author

Listed:
  • Ashutosh Pandey
  • Rajendra Sahu

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.

Suggested Citation

  • Ashutosh Pandey & Rajendra Sahu, 2020. "Mapping heritage tourism service quality using the Kano model: a case study of Indian tourism," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 37(2), pages 264-283.
    • Handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:264-283
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=110339
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lee, Ching-Hung & Li, Li & Li, Fan & Chen, Chun-Hsien, 2022. "Requirement-driven evolution and strategy-enabled service design for new customized quick-response product order fulfillment process," Technological Forecasting and Social Change, Elsevier, vol. 176(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:37:y:2020:i:2:p:264-283. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.