Mapping heritage tourism service quality using the Kano model: a case study of Indian tourism
by Ashutosh Pandey; Rajendra Sahu
International Journal of Services and Operations Management (IJSOM), Vol. 37, No. 2, 2020

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.

Online publication date: Thu, 15-Oct-2020

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