Tourists Assessment of infrastructure Availability in GOA for Promoting Tourism: a Gap analysis
The aim of this paper is to examine the perceptions of tourists visiting the state of Goa with regard to the importance given to and the satisfaction level with respect to the infrastructure, facilities, services and amenities available for tourism; to identify infrastructural strengths as well as problem areas which will enable various stake holders to take appropriate measures. 34 variables with respect to infrastructure, facilities, services and amenities were rated on importance given to and the satisfaction level through a structured questionnaire administered to 1000 tourists. Gap Analysis, which is based on Importance-Performance Analysis, was used to determine the gap between tourist perception of importance given before trip and satisfaction level after trip; and paired t-test was used to determine whether the gap was significant. Research findings reveal that in 30 out of 34 variables, there is a significant difference in tourist perception before and after the trip. Further, when plotted on an Importance-Performance Grid (Original 4 quadrant grid), 13 out of the 34 variables fall in Quadrant II (Concentrate here) indicating an urgent need to focus efforts and resources to improve the same, while the same, when plotted on the Modified 2 Quadrant Importance-Performance Grid, 15 variables fall in Quadrant II(High Priority)
Almanza, B.A., Jaffe, W., Lin, L. (1994) Use of the Service Attribute Matrix to Measure Consumer Satisfaction.Hospitality Research Journal, Vol.17, No.2, pp.63-75.
Butler, R.; Boyd, S. (2000) Tourism and National Parks, Chichester: Wiley.
Chon, K. (1989), “Understanding recreational travellers: motivation, attitude and satisfaction”, The Tourist Review, Vol. 44, pp. 3-7.
Chon, K.S. & Olsen, M.D. (1991).Functional and Symbolic Approaches to Consumer Satisfaction/Dissatisfaction.Journal of the International Academy of Hospitality Research, 28, 1-20.
Clarke, J. (1997). “A framework of approaches to sustainable tourism”. Journal of Sustainable Tourism, 5 (3), 224-233.
Cooper, C; Fletcher, J; Gilbert, D; and Wanhill, S (1994). Tourism: Principles and Practice, Pitman Publishing, London.
Danaher, P.J. &Arweiler, N. (1996). ‘Customer Satisfaction in the Tourist Industry: A Case Study of Visitors to New Zealand’, Journal of Travel Research, 35, 89-93
Deng, W. (2007).Using a revised importance-performance analysis approach: the case of Taiwanese hot springs tourism. Tourism Management, (28), 1274-1284.
Dymond, S.J. (1997). “Indicators of sustainable tourism in New Zealand: a local government perspective”. Journal of Sustainable Tourism, 5 (4), 279-293
Economic Survey of Goa 2013-14, Directorate of Planning, Statistics and Evaluation, Panaji – Goa.
Economic Survey of Goa 2014-15, Directorate of Planning, Statistics and Evaluation, Panaji – Goa.
Electricity Department, Panaji, Government of Goa.
Ennew, C., Reed, G. and Binks, M.R. (1993), “Importance-Performance Analysis and the Measurement of Service Quality”, European Journal of Marketing, Vol. 27 (2), pp. 59-61.
Enright, M. J., & Newton, J. (2004). Tourism destination competitiveness: a quantitative approach. Tourism Management, (25), 777-788.
Evans, M. R., & Chon, K. (1989). Formulating and evaluating tourism policy using importance-performance analysis. Hospitality, Education, and Research Journal, (13), 203-213.
Fuchs, M. and Weiermair, K. (2003), “New Perspectives of Satisfaction Research in Tourism Destinations”, Tourism Review, vol. 58 (3), pp. 6-14.
Go, F., &Zhang,W. (1997). Applying importance-performance analysis to Beijing as an international meeting destination. Journal of Travel Research, 35(2), 42-49
Hanim,M. S. N. &Redzuan O., (2010) Importance-Satisfaction Analysis forTioman Island Marine Park,MPRA Munich Personal RePEc Archive, Online at http://mpra.ub.uni-muenchen.de/22679
Hollenshorst, S., Olson, D., & Fortney, R. (1992). Use of importance-performance analysis to evaluate state park cabins: the case of the West Virginia state park system. Journal of Park and Recreation Administration, (10), 1-11.
Hudson, S., Hudson, P., & Miller, G. A. (2004). The measurement of service quality in the tour operating sector: a methodological comparison. Journal of Travel Research, (42), 305-312
Hunt, K. D., Shores, K., Scott, D., & Richardson, S. (2003). Positioning public recreation and park offerings using importance-performance analysis. Journal of Park and Recreation Administration, 21(3), 1-21.
Joppe, M., Martin, D. W., &Waalen, J. (2001). Toronto’s image as a destination: a comparative importance-satisfaction analysis by origin of visitor. Journal of Travel Research, 39(1), 252-260.
Kozak, M. (2000).“Comparative assessment of tourist satisfaction with destinations across two nationalities”. Tourism Management, 22 (4), 391-401.
Kozak, M. (2001).“Repeaters’ behaviour at two distinct destinations”. Annals of Tourism Research, 28 (3), 784-807.
Kozak, M., Nield, K. (1998).Importance-Performance Analysis and Cultural Perspectives in Romanian Black Sea Resorts. Anatolia: An International Journal of Tourism and Hospitality Research, Vol.9, No.2, pp.99-116.
Kozak, M.; Rimmington, M. (2000).“Tourist satisfaction with Mallorca, Spain as an off-season holiday destination”. Journal of Travel Research, 38 (3), 260-269.
Litvin, S. W., & Ling, S. (2001). The destination attribute management model: an empirical application to Bintan, Indonesia. Tourism Management, (22), 481-492.
Martilla, J. A., & James, J. C. (1977). Importance - performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., Sauerwein, E., &Heischmidt, K. A. (2003). Importance-performance analysis revisited: the role of the factor structure of customer satisfaction. The Service Industries Journal, 23(2), 112-129.
Oh, H. (2001). Revisiting Importance-Performance Analysis. Tourism Management, 22, 617-627.
O'Leary, S. and J. Deegan, 2005, Ireland's Image as a Tourism Destination in France: Attribute Importance and Performance, Journal of Travel Research, Vol. 43, pp. 247-256.
Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17(4), pp. 46-49.
Oppermann, M. (1999).“Predicting destinations choice – a discussion of destination loyalty”. Journal of Vacation Marketing, 5 (1), 51-65.
Pai, S. K., (2014),” Erratic Power in the state could be solved through alternate sources of energy.” The Navhind Times, Goa, June 16, 2014.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No.Fall, pp.41-50
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality and its implications for future research”, Journal of Retailing, Vol. 64, Spring, pp. 12-40.
Pike, S., & Ryan, A. (2004).Destination positioning analysis through a comparison of cognitive, affective and cognitive perceptions. Journal of Travel Research, 42(4), 333-342.
Pizam, A and Milman A., (1993), “Predicting satisfaction among first time visitors to a destination by using the expectancy-disconfirmation theory”, International Journal of Hospitality Management, Vol. 12(2), pp. 197-209.
Pizam, A. and Ellis, T. (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, Vol.11(7), pp. 326-339.
Pizam, A., Neumann, Y., &Reichel, A. (1978).Dimensions of tourist satisfaction with a destination area. Annals of Tourism Research, 5, 314–322.
Pollard, J.; Dominguez, R. (1993). “Tourisms and Torremolinos: recession or reaction to environment?” Tourism Management, 14 (4), 247-258.
Poon, A. (1993). Tourism, Technology and Competitive Strategies, CAB International, United Kingdom.
Puczko, L; Ratz, T. (2000). “Tourist and residential perceptions of the physical impacts of tourism at Lake Balaton, Hungary: issues for sustainable tourism management”. Journal of Sustainable Tourism, 8 (6), 458-479.
Ryan, C. (1995), Researching Tourist Satisfaction: Issues, Concepts, Problems, London: Routledge.
Ryan, C. (1995). “Learning from tourists from conversation: the over-55s in Mallorca”. Tourism Management, 16 (3), 207-215.
Sirgy, J. M. (1984). A Social Cognition Model of Consumer Satisfaction/Dissatisfaction. Psychology and Marketing, 1, 27-44.
Slack, N. (1994), “The Importance-Performance Matrix as a Determinant of Improvement Priority”, International Journal of Operations & Production Management, Vol. 14 (5), pp. 59-75.
The Energy Resources Institute(TERI), A Report, September, 2013.
Tonge, J., & Moore, S. A. (2007). Importance satisfaction analysis for marine park hinterlands: a Western Australian case study. Tourism Management, 28, 768-776.
United NationsWorld Tourism Organization (UNWTO).(2008). Tourism 2020 vision. Retrieved from http://www.unwto.org/facts/eng/vision.htm
Uysal, M., Howard, G., &Jamrozy, U. (1991). An application of importance-performance analysis to a ski resort: a case study in North Carolina. Visions in Leisureand Business, 10, 16-25.
Wade, D. J., & Eagles, P. F. J. (2003). The use of importance-performance analysis and market segmentation for tourism management in parks and protected areas: an application to Tanzania’s national parks. Journal of Ecotourism, 2(3), 196-212.
Water Resources Department – A Report, Government of Goa, 2012-13.
Yoon, Y., Gursoy, D., & Chen, J.S. (2001).Validating a tourism development theory with structural equation modeling. Tourism Management, 22(4), 363–3725 K) | View Record in Scopus | Citing articles (2)
Ziegler, J.,Dearden, P., Rollins R., (2012) But are tourists satisfied? Importance–performance analysis of the whale shark tourism industry on Isla Holbox, Mexico Tourism Management, 33 (3) (2012), 692–701
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioural consequences of service quality”, Journal of Marketing, Vol. 60(2), pp.31-46.
Todo o conteúdo desta revista (ABET), entre 2011 e 2018, foi licenciado por Creative Commons, Atribuição Não Comercial / Sem Derivações / 4.0 / Internacional (CC BY-NC-ND 4.0). A partir de 2019, o tipo de licença que a revista passou a adotar é Creative Commons 4.0 / Internacional (CC BY 4.0).
Portanto, os autores concordam que as obras publicadas nesta revista estão sujeitas aos seguintes termos:
1. A Universidade Federal de Juiz de Fora, por meio do seu Observatório Econômico e Social do Turismo (OEST), aqui denominado como o editorial, conserva os direitos patrimoniais (direitos autorais) das obras publicadas.
© Observatório Econômico e Social do Turismo (OEST), Universidade Federal de Juiz de Fora (UFJF), 2019.
2. Pode-se copiar, usar, difundir, modificar, transmitir, expor publicamente, e inclusive usar para fins comerciais, desde que: i) seja citada a autoria e a fonte original de sua publicação (revista, editorial e URL da obra); ii) seja mencionada a existência e as especificações desta licença de uso.
POLÍTICA DE PRIVACIDADE
Os nomes e endereços informados nesta revista serão usados exclusivamente para os serviços prestados por esta publicação, não sendo disponibilizados para outras finalidades ou a terceiros.