To Identify Factors That Are Important for Customer Satisfaction in Kerala Tourism
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78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] TO IDENTIFY FACTORS THAT ARE IMPORTANT FOR CUSTOMER SATISFACTION IN KERALA TOURISM A Dissertation Submitted in partial fulfillment of the requirements for Master of Business Administration (MBA) By A S ARJUNSHA 120360500001 Batch of 2012-14 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] CERTIFICATE This is to certify that the dissertation submitted by Mr. A S ARJUNSHA on the title To identify factors that are important for customer satisfaction in Kerala tourism record of research work done by him during the academic year 2012 – – 14 under my guidance and supervision in partial fulfillment of Master of Business Administration. This dissertation has not been submitted for the award of any degree, diploma, associateship or fellowship or any other title in this University or any other university. Place: Selaqui Date: (Name & Signature of the 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] DECLARATION I, A.S.ARJUNSHA, do hereby declare that the dissertation entitled To identify factors that are important for customer satisfaction in Kerala tourism has been undertaken by me for the award of the degree of Master of Business Administration. I have completed this study under the guidance of Dr. Suneet Saxena, Director(DBS Global), Doon Business School, Dehradun.. I also declare that this dissertation has not been submitted for the award of any degree, diploma, associateship or fellowship or any other title in this University or any other university. Place: Selaqui Name : A S ARJUNSHA Date: Roll No : 120360500001 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] ACKNOWLEDGEMENT I am deeply indebted to all those who have helped me in accomplishing this dissertation successfully. First, I thank Dr. A K DUBEY, Director, Doon Business School, Selaqui I thank Dr. Suneet Saxena, Director(DBS Global), Doon Business School, Selaqui, for his support and guidance during the course of my research. I remember him with much gratitude for his patience and motivation, but for which I could not have submitted this work. Finally, I would like to thank my parents and relatives, who have supported me always and without whose blessings; I would not have been able to complete this dissertation. Student Name: A S ARJUNSHA Signature:……………………… Date : 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] EXECUTIVE SUMMARY Kerala’s importance as a tourist destination started booming after 1980s. Kerala was an unknown tourist destination till then. The role of Kerala Tourism Development Corporation has brought Kerala and its unique tourist potential to the lime light. KTDC is a government agency that oversees tourism prospects of the state. This dissertation tries to learn and research on the factors that have significant impact on customer satisfaction with respect to service quality. These factors have to be identified and improved. Even when there is a boom in the sector the growth estimated is never at par with the estimated potential. Understanding customer satisfaction is thus an important tool for enhancing the tourist’s inflow to the state. This research explains that there is a relation between the information provided to the tourists and their perception about Kerala as a tourist destination. The proposed research methodology undertaken also establishes that there is no relation between the kindness of local people and tour operators in Kerala and the perception which tourists have about Kerala. The research comes out with multiple revelations. The research reveals that Kerala is chosen as a tourist destination primarily because of the greenery and climate. Food is another reason for choosing Kerala as a tourist destination. The need and demand for local cuisine indirectly generates demand for the homestays. Majority of the tourists wish to stay in a resort as they feel it would provide better ambience 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] Apart from the above findings paper concludes with various suggestions. Tourist information provided to the travelers is of great importance. It directly influences the perception of tourists about Kerala as a tourist destination. Information provided thus should be with great care and caution. Authorities should continue their efforts of branding Kerala. This study identifies factors which influence tourists to visit Kerala. It also identifies critical factors which influence tourists to visit Kerala. 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] TABLE OF CONTENTS Title Page Certificate 2 Declaration 3 Acknowledgement 4 Executive Summary CHAPTER I INDUSTRY PROFILE 1.1 OVERVIEW OF INDIAN TOURISM 1.2 OVERVIEW OF KERALA TOURISM 1.3 FACTS ON TOURIST INFLOW CHAPTER II INTRODUCTION 2.1 BACKGROUND OF THE STUDY 2.2 STATEMENT OF THE PROBLEM 2.3 OBJECTIVES OF THE STUDY 2.4 NATURE OF THE STUDY 2.5 SCOPE OF THE STUDY 2.6 TIME FRAME IN WHICH MAXIMUM TOURISTS COME 2.7 PURPOSE OF THE STUDY 2.8 LIMITATIONS OF THE STUDY CHAPTER III REVIEW OF LITERATURE 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] 3.3 STUDIES CONDUCTED 3.4 CONCLUSION CHAPTER IV RESEARCH METHODOLOGY 3.1 INTRODUCTION 3.2 RESEARCH INSTRUMENT 3.3 VARIABLES USED IN THE STUDY 3.4 POPULATION 3.5 SAMPLE METHOD USED 3.6 SAMPLE SIZE 3.7 STATISTICAL TOOLS USED IN THE STUDY 3.8 CONCLUSION CHAPTER V DATA ANALYSIS AND INTERPRETATION 5.1 INTRODUCTION 5.2 RESPONDENT PROFILE 5.3 CROSS TABULATION CHAPTER VI FINDINGS, CONCLUSION AND RECOMMENDATIONS 6.1 FINDINGS 6.2 CONCLUSION 6.3 RECOMMANDATIONS BIBLIOGRAPHY 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] LIST OF TABLES S.no Title Page Table 4.1 Trends in domestic & foreign tourist arrivals into Kerala (2002 to 2011) Table 4.2 Month wise Foreign and domestic Tourist arrivals during the year 2011 Table 5.1 Age group of the respondents Table 5.2 Gender of the respondents Table 5.3 Marital status of the respondents Table 5.4 Income of the respondents Table 5.5 Occupation of the respondents Table 5.6 Purpose of visit of the respondents Table 5.7 Respondents accompanied with Table 5.8 Duration of the visit Table 5.9 Perception about Kerala Table 5.10 Preferred place of stay for the respondents Table 5.11 Perception about safety as a tourist Table 5.12 Amount spent by respondents Table 5.13 Mode of transport Table 5.14 Visit Kerala again Table 5.15 Most preferred location for respondents Table 5.16 Most preferred location for pilgrimage Table 5.17 Duration of visit during pilgrimage Table 5.18 Preferred place of stay during pilgrimage Table 5.19 Mode of transport 78 views 0 0 RELATED TITLES Kerela Tourism Uploaded by Samuel Davis project repor ton kerela tourism Full description Save Embed Share Print Waiting lines Grains, Greens, Dissertation Final Gender affect Customer and Grated Mainstreaming [Type the document title] Table 5.2.2 Perception about safety for male respondents Table 5.2.3 Female perception on safety factor in Kerala Table 5.2.4 Foreigners perception on safety factor in Kerala Table 5.2.5 Most preferred place of stay for foreigners Table 5.2.6 Preferred place of stay for male respondents Table 5.2.7 Preferred place of stay for female respondents Table 5.2.8 Perception of the Male respondents Table 5.2.9 Perception of the female respondents Table 5.3.0 Foreigners revisit to Kerala LIST OF CHARTS S.No Title Page 5.1 Age group of the respondents 5.2 Gender of