AN EMPIRICAL STUDY ON SERVICE QUALITY IN THENMALA ECOTOURISM PROJECT
Dr. K Ravichandran
Eco-tourism draws heavily from the local community and their culture, and in many instances results in economic development in the area. It tries to develop the entire area surrounding the area of ecological interest, so that individuals living there and the tourists also benefit. It draws from the local population familiar with the area itself for employment purposes. It also provides alternate livelihood opportunities for the locals. Customer satisfaction is a key component in ensuring sustainability of a tourism enterprise. Customer satisfaction is a measure of how the products/ services of a company meet or surpass a customer’s expectations. The study initially reviews the concept and dimensions of service quality, and the impact of service quality in tourism and customer satisfaction.
KEY WORDS: Ecotourism, Service Quality, SERVQUAL, ECOSERV