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Asian Journal of Management
Year : 2018, Volume : 9, Issue : 3
First page : ( 1183) Last page : ( 1190)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2018.00191.9

Measuring the Effect of Demographic Variables on Service Quality in Tourism Industry

Dr. Batra D. K1,*, Dr. Dahiya Kirti Singh2

1Professor, International Management Institute (IMI), B-10, Qutab Institutional Area, Tara Crescent, New Delhi, Delhi, 110016

2Assistant Professor, Institute of Information Technology and Management (IITM), D-29, Institutional Area, Janakpuri, New Delhi-110058, Kirti6359@gmail.com

*Corresponding Author E-mail: dkbatra@imi.edu

Online published on 30 January, 2019.

Abstract

Service industries have been contributing enormously to the world's economic growth and development. Tourism is one of the leading service industry as it has contributed 10.2% of the world's GDP. Thus, providing good service quality is essential for the tourism service providers as an entire industry is revolving around it. The present research study aims to measure the difference of service quality experienced by the tourists based on the different demographic variables including age, gender, education and nationality. Service quality has been decomposed into different subsets corresponding to the different service provider in tourism industry like transportation, hotel services, restaurant services and service quality at the destination. One-way ANOVA has been applied in the present study for data analysis. Delhi has been chosen as a study destination as it is the capital city of India and is on the favourites list of many domestic and international visitors.

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Keywords

Service Quality, Tourism, Demographic, Transportation, Restaurant.

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