Ranking Travel and Tourism enablers in India using a fuzzy approach

KUNAL GANGULY, Sidharth Rai

Abstract


This paper seeks to review the enablers for the Travel & Tourism (T&T) industry in India and to rank these factors. The paper aims to introduce a fuzzy TOPSIS approach for this purpose. The paper begins with a literature review to investigate the significant enablers in the T&T sector. The research was conducted among the tourists in the northern state of Uttarakhand, India which is a famous tourist destination both for adventure and pilgrimage. Fuzzy TOPSIS approach is used to meet the objectives of the study. Required information was gathered through a questionnaire. The results show that Safety & Security, Price, Transport and Infrastructure are the most important factors in Indian context.

The paper will be helpful in enabling the T&T industry policy makers to identify the key service factors in the sector and take the improvement measures

The concept of ranking T&T enablers using a Fuzzy TOPSIS is a new approach. The study is the unique application of a fuzzy approach to examine and rank customer expectations of the T&T enablers in Indian context.


Full Text:

PDF

References


Aghahowa Enoma and Stephen Allen, (2007),"Developing key performance indicators for airport safety and security", Facilities, Vol. 25 No. 7/8, pp. 296 – 315

Albert Barreda, Khaldoon Nusair, Fevzi Okumus, Anil Bilgihan, (2013) "Developing a brand structure pyramid model for travel-related online social networks", Tourism Review, Vol. 68 No. 4, pp. 49 – 70

Alistair Williams, (2006),"Tourism and hospitality marketing: fantasy, feeling and fun", International Journal of Contemporary Hospitality Management, Vol. 18 No. 6 pp. 482 – 495

Ali Sukru Cetinkaya, Mehmet Ergul and Muzaffer Uysal, (2014) "Quality of relationship on information technology outsourcing for organizational success in hospitality industry", Journal of Hospitality and Tourism Technology, Vol. 5No. 3, pp. 229 – 244

Ana Pereira Roders and Ron van Oers, (2011) "Editorial: bridging cultural heritage and sustainable development", Journal of Cultural Heritage Management and Sustainable Development, Vol. 1 No.: 1, pp. 5 – 14

Ana Pereira Roders and Ron van Oers, (2011),"World Heritage cities management", Facilities, Vol. 29 No. 7/8, pp. 276 – 285

Andrew W. Brown and M.R. Pitt, (2001),"Measuring the facilities management influence in delivering sustainable airport development and expansion", Facilities, Vol. 19No. 5/6, pp. 222 – 232

Andrew J. Knight, Michelle R. Worosz, E.C.D. Todd, (2007), "Serving food safety: consumer perceptions of food safety at restaurants", International Journal of Contemporary Hospitality Management, Vol. 19 Iss: 6, pp. 476 – 484

Anil Bilgihan, Katerina Berezina, Cihan Cobanoglu and Fevzi Okumus, (2014), “The Information Technology (IT) Skills of Hospitality School Graduates as Perceived by Hospitality Professionals”, Journal of Teaching in Travel & Tourism, Vol. 14No. 4, pp. 321-342

Anna Farmaki, Levent Altinay, David Botterill and Sarina Hilke, (2015), “Politics and sustainable tourism: The case of Cyprus”, Tourism Management,Vol. 47, pp. 178–190

Arch G. Woodside, Ramos Mir Vicente and Mariana Duque, (2011),"Tourism's destination dominance and marketing website usefulness", International Journal of Contemporary Hospitality Management, Vol. 23 No. 4, pp. 552 – 564

Asad Mohsin and Tim Lockyer, (2010),"Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory study", International Journal of Contemporary Hospitality Management, Vol. 22 No. 2, pp. 160 – 173

Aslihan Aykac, (2010), “Tourism Employment: Towards an Integrated Policy Approach”, Anatolia: An International Journal of Tourism and Hospitality Research Special Issue: Current Developments in Turkish Tourism, Vol. 21No. 1, pp 11-27

Atila Yüksel, Fisun Yüksel & Osman Culha,(2012), “Ministers’ statements: a policy implementation instrument for sustainable tourism?”, Journal of Sustainable Tourism, Vol. 20No. 4, pp. 513-532

Austin Uzama, (2009),"Marketing Japan's travel and tourism industry to international tourists", International Journal of Contemporary Hospitality Management, Vol. 21 Iss 3 pp. 356 – 365

Baum, T. (Ed.), “Human Resource Issues in International Tourism”, Butterworth-Heinemann, Oxford, 1993

Bongkosh N. Rittichainuwat and Goutam Chakraborty, (2012), “Perceptions of importance and what safety is enough”, Journal of Business Research, Vol. 65 No. 1, pp. 42-50

Carey K.L. Goh Rob Law , (2007),"Applying the “cloak of invisibility” technology to security and privacy in the hotel industry", International Journal of Contemporary Hospitality Management, Vol. 19 No. 7, pp. 600 – 605

Carlos Pestana Barros, Shunsuke Managi and Yuichiro Yoshida, (2011), “Heterogeneity on the technical efficiency in Japanese airports”, The Singapore Economic Review, Vol. 56 No. 4 , pp. 523-534

Chen, C.-T. (1997), “Extensions of the TOPSIS for group decision-making under fuzzy environment”, Fuzzy Sets and Systems, Vol. 114, pp. 1-9

Chin-wei Huang, Foo Nin Ho and Yung-ho Chiu, (2014), “Measurement of tourist hotels׳ productive efficiency, occupancy, and catering service effectiveness using a modified two-stage DEA model in Taiwan”, Omega, Vol. 48, pp. 49–59

Chiu, Hsien-Hung, Chen and Chiang-Ming, (2014), “Advertising, price and hotel service quality: a signalling perspective”, Tourism Economics, Vol. 20 No. 5, pp. 1013-1025

Constantine Manasakis, Alexandros Apostolakis and George Datseris, (2013),"Using data envelopment analysis to measure hotel efficiency in Crete", International Journal of Contemporary Hospitality Management, Vol. 25 No. 4, pp. 510 – 535

Cyril Peter, Jill Poulston, Erwin Losekoot, (2014), “Terrorism, rugby, and hospitality: She’ll be right”, Journal of Destination Marketing & Management, Vol 3 No. 4, page nos 253-261

Dale Fodness and Brian Murray , (2007),"Passengers' expectations of airport service quality", Journal of Services Marketing, Vol. 21 No. 7, pp. 492 – 506

Dan Wang and John Ap, (2013), “Factors affecting tourism policy implementation: A conceptual framework and a case study in China”, Tourism Management, Vol. 36, pp. 221–233

Devashish Das Gupta and Utkarsh, “Assessing the website effectiveness of top ten tourist attracting nations”, Information Technology & Tourism. Springer Berlin Heidelberg, Vol. 14 No. 2, pp 151-175

Edieser Dela Santa, (2013), “The Politics of Implementing Philippine Tourism Policy: A Policy Network and Advocacy Coalition Framework Approach”, Asia Pacific Journal of Tourism Research, Vol. 18 No. 8, pp. 913-933

Eric S.W. Chan, Doris Lam, (2013), “Hotel safety and security systems: Bridging the gap between managers and guests”, International Journal of Hospitality Management, Vol. 32 , pp. 202-216

Essam E. Ibrahim and Jacqueline Gill, (2005),"A positioning strategy for a tourist destination, based on analysis of customers' perceptions and satisfactions", Marketing Intelligence & Planning, Vol. 23 No. 2, pp. 172 - 188

Girish Prayag and Sameer Hosany,(2015), “Human resource development in the hotel industry of Mauritius: myth or reality?”, Current Issues in Tourism, Vol. 18 No. 3, pp. 249-266

Graham Hankinson , (2005),"Destination brand images: a business tourism perspective", Journal of Services Marketing, Vol. 19 No. 1, pp. 24 – 32

Gunjan M. Sanjeev, (2007),"Measuring efficiency of the hotel and restaurant sector: the case of India", International Journal of Contemporary Hospitality Management, Vol. 19 No. 5, pp. 378 – 387

Gunjan M. Sanjeev and Vinnie Jauhari, (2012) "The emerging strategic and financial issues in the Indian hospitality industry: An overview", Worldwide Hospitality and Tourism Themes, Vol. 4 No. 5, pp.403 – 409

Hao Luo, Yang Yang and Rob Law, (2014),"How to achieve a high efficiency level of the hotel industry?", International Journal of Contemporary Hospitality Management, Vol. 26 No. 8, pp. 1140 – 1161

Héctor Rodríguez-Déniz and Augusto Voltes-Dorta , (2014),"A frontier-based hierarchical clustering for airport efficiency benchmarking", Benchmarking: An International Journal, Vol. 21 No. 4 pp. 486 – 508

Hendry, J. (1987), “Understanding Japanese Society”, Croom Helm, Beckenham, Hong-bumm Kima, Dong-Soo Leeb and Sunny Ham, (2013), “Impact of hotel information security on system reliability”, International Journal of Hospitality Management, Vol. 35, pp. 369–379

Hsiu-Yuan Wang, (2012),"Value as a medical tourism driver", Managing Service Quality: An International Journal, Vol. 22 No. 5, pp. 465 – 491

Jason Ryan and Sari Silvanto,(2009), “The World Heritage List: The making and management of a brand”, Place Branding and Public Diplomacy, Vol. 5, pp. 290–300

J. Bruce Tracey, (2014),"A review of human resources management research", International Journal of Contemporary Hospitality Management, Vol. 26 No. 5, pp. 679 – 705

Joseph S. Chen and Dogan Gursoy, (2001),"An investigation of tourists’ destination loyalty and preferences", International Journal of Contemporary Hospitality Management, Vol. 13 No. 2 pp. 79 – 85

Jungsun Sunny Kima, John Farrish and Thomas Schrier, (2013), “Hotel Information Technology Security: Do Hoteliers Understand the Risks?”, International Journal of Hospitality & Tourism Administration, Vol. 14 No. 3, pp. 282-304

Kahraman, C., Ates, N.Y. and Cevik, S. (2007), “Hierarchical fuzzy TOPSIS model for selection among logistics information technologies”, Journal of Enterprise Information

Management, Vol. 20 No. 2, pp. 143-68

Karen Groenenboom and Peter Jones, (2003), "Issues of security in hotels", International Journal of Contemporary Hospitality Management, Vol. 15 No. 1, pp. 14 – 19

Katerina Berezina, Cihan Cobanoglu, Brian L. Miller, Francis A. Kwansa, (2012),"The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word-of-mouth", International Journal of Contemporary Hospitality Management, Vol. 24 No. 7 pp. 991-1010

Kemal Gürkan Küçükergin, Bekir Bora Dedeoğlu, (2014), “The importance of employee hospitability and perceived price in the hotel industry”, Anatolia: An International Journal of Tourism and Hospitality Research, Vol. 25 No. 2, pp. 254-267

Khaldoon ‘Khal’ Nusair, Anil Bilgihan and Fevzi Okumus, (2013), “The Role of Online Social Network Travel Websites in Creating Social Interaction for Gen Y Travelers”, International Journal of Tourism Research, Vol. 15 No. 5, pages 458–472

Kim, H.B., Lee, D.S. and Ham, S. (2013a), “Impact of hotel information security on system reliability”, International Journal of Hospitality Management, Vol. 35, December, pp. 369-379

Kim, J.S., Farrish, J. and Schrier, T. (2013b), “Hotel information technology security: do hoteliers understand the risks?” International Journal of Hospitality and Tourism Administration, Vol. 14 No. 3, pp. 282-303

Kim, M.J., Lee, C.K. and Chung, N. (2013c), “Investigating the role of trust and gender in online tourism shopping in South Korea”, Journal of Hospitality and Tourism Research, Vol. 37 No. 3, pp. 377-401

.

Kosko B. (1993) ‘Fuzzy thinking, the new science of fuzzy logic’, Happer Collins : London

Kurt Matzler, Birgit Renzl and Sandra Rothenberger, (2006), “Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry”, Scandinavian Journal of Hospitality and Tourism, Vol. 6 No. 3, pp. 323-334

Lakshmi Kumar, D. Malathy and L.S. Ganesh , (2011),"The diffusion of ATM technology in Indian banking", Journal of Economic Studies, Vol. 38 No. 4 pp. 483 – 500.

Laura Eboli and Gabriella Mazzulla, (2014), “Relationships between rail passengers’ satisfaction and service quality: a framework for identifying key service factors”, Public Transport, Springer Berlin Heidelberg.

Law, R., Leung, D., Au, N. and Lee, H.A. (2013), “Progress and development of information technology in the hospitality industry: evidence from cornell hospitality quarterly”, Cornell Hospitality Quarterly, Vol. 51 No. 4, pp. 10-24.

Lee, S. K., (2015), “Quality differentiation and conditional spatial price competition among hotels”, Tourism Management, Vol. 46, pp. 114–122.

Leiper,N.(1985), The Japanese Travel Market and Its Potential for Australian Tourist Destinations , a research study commissioned by Qantas Airways Ltd, Sydney.

Lin, C.T., Chiu, H. and Chu, P.Y. (2005), “Agility index in the supply chain”, International Journal of Production Economics, Vol. 100 No. 2, pp. 285-99.

Linda Walker, Stephen J. Page, (2007), “The Visitor Experience of Crime: The Case of Central Scotland”, Current Issues in Tourism, Vol. 10 No. 6, pp. 505-542.

Lockyer, T. (2005), “The perceived importance of price as one hotel selection dimension”, Tourism Management, Vol. 26 No.4, 529–537.

Lorna Young-Thelin and Karla Boluk, (2012), “A Case Study of Human Resource Practices in Small Hotels in Sweden”, Journal of Human Resources in Hospitality & Tourism, Vol. 11 No. 4, pp. 327-353.

Manuel Becerra, Juan Santaló and Rosario Silva, (2013), “Being better vs. being different: Differentiation, competition, and pricing strategies in the Spanish hotel industry”, Tourism Management, Vol. 34, pp. 71–79.

Maria Eugenia, Ruiz‐Molina, Irene, Gil‐Saura and Maja Šerić, (2013) "The use of ICT in established and emerging tourist destinations: a comparative analysis in hotels", Journal of Hospitality and Tourism Technology, Vol. 4 Iss: 2, pp.96 – 118.

Maria-Eugenia, Ruiz-Molina, Irene, Gil-Saura, Beatriz and Moliner-Velázquez, (2010),"Good environmental practices for hospitality and tourism", Management of Environmental Quality: An International Journal, Vol. 21 Iss 4 pp. 464 – 476.

Martin Gill, Chris Moon, Polly Seaman, Vicky Turbin, (2002),"Security management and crime in hotels", International Journal of Contemporary Hospitality Management, Vol. 14 Iss 2 pp. 58-64.

Mattila, A.S., & O’Neill, J.W., (2003), “Relationships between hotel room pricing, occupancy and guest satisfaction: A longitudinal case of mid-scale hotel in the United States”, Journal of Hospitality & Tourism Research, Vol. 27 No.3, pp. 328–341.

Michael C.G. Davidson, Ruth McPhail and Shane Barry, (2011),"Hospitality HRM: past, present and the future", International Journal of Contemporary Hospitality Management, Vol. 23 No. 4, pp. 498 – 516

Michael Guiry, Jeannie J. Scott and David G. Vequist IV, (2013),"Experienced and potential medical tourists' service quality expectations", International Journal of Health Care Quality Assurance, Vol. 26 No. 5, pp. 433 – 446.

Michael Pitt, Fong Kok Wai and Phua Chai Teck, (2002),"Technology selection in airport passenger and baggage systems", Facilities, Vol. 20 No. 10, pp. 314 – 326.

Mini Sheth, Ashima Gupta and Tejal Ambegaonkar, (2011),"Handlers' hygiene practices in small restaurants of Vadodara", Nutrition & Food Science, Vol. 41 No. 6, pp. 386 – 392.

Mohammad A. Hassanain, (2009),"Approaches to qualitative fire safety risk assessment in hotel facilities", Structural Survey, Vol. 27 No. 4, pp. 287-300.

Mukherjee, A. and Nath, P. (2005), “An empirical assessment of comparative approaches to service quality measurement”, Journal of Services Marketing, Vol. 19 No. 3, pp. 174-84.

Nel, D., Pitt, L.F. and Berthon, P.R. (1997), “The SERVQUAL instrument: reliability and validity in South Africa”, South African Journal of Business Management, Vol. 28 No. 3, pp. 113-23.

Noel M. Cowell, Hilton McDavid, Tanzia S. Saunders, (2012) "Managing guest security in a high‐violence society: The case of the Jamaican hospitality industry", Worldwide Hospitality and Tourism Themes, Vol. 4 Iss: 1, pp. 32 – 47.

Norazah Mohd Suki and Norbayah Mohd Suki, (2015),"Consumers’ environmental behaviour towards staying at a green hotel", Management of Environmental Quality: An International Journal, Vol. 26 No. 1, pp. 103 – 117

Paul Barron, Anna Leask and Alan Fyall, (2014) "Engaging the multi-generational workforce in tourism and hospitality", Tourism Review, Vol. 69 No. 4, pp. 245 – 263.

Paul J. Upham and Julia N. Mills , (2005),"Environmental and operational sustainability of airports", Benchmarking: An International Journal, Vol. 12 Iss 2 pp. 166 – 179.

Peter U.C. Dieke, (2003),"Tourism in Africa’s economic development: policy implications", Management Decision, Vol. 41 No. 3, pp. 287 – 295.

Qiang Ye, Huiying Li, Zhisheng Wang and Rob Law, (2012), “The Influence of Hotel Price on Perceived Service Quality and Value in E-Tourism: An Empirical Investigation Based on Online Traveler Reviews”, Journal of Hospitality & Tourism Research, Vol. 38 No.1, pp. 23-39.

Qiu Hanqin, Zhang, King Chong and C.L. Jenkins, (2002),"Tourism policy implementation in mainland China: an enterprise perspective", International Journal of Contemporary Hospitality Management, Vol. 14 No. 1, pp. 38 – 42.

Rhodri Thomas and Huw Thomas, (2006),"Micro politics and micro firms: a case study of tourism policy formation and change", Journal of Small Business and Enterprise Development, Vol. 13 No. 1, pp. 100 – 114.

Robert Y. Cavana, Lawrence M. Corbett and Y.L. (Glenda) Lo, (2007),"Developing zones of tolerance for managing passenger rail service quality", International Journal of Quality & Reliability Management, Vol. 24 No. 1, pp. 7 – 31.

Robe Law, Dimitrios Buhalis and Cihan Cobanoglu, (2014),"Progress on information and communication technologies in hospitality and tourism", International Journal of Contemporary Hospitality Management, Vol.26 Iss 5 pp. 727 – 750.

Rodoula Tsiotsou and Vanessa Ratten, (2010),"Future research directions in tourism marketing", Marketing Intelligence & Planning, Vol. 28 Iss 4 pp. 533 – 544.

Rosario Silva, (2015), “Multimarket contact, differentiation, and prices of chain hotels”, Tourism Management, Vol. 48, pp. 305–315.

Roy, S. (2011), “Competitiveness in Service sector: A case of hotel industry in India”, Global Business Review, Sage; Vol. 12 No. 1, pp. 51-69.

Roy, S. (2014), “Infrastructure and competitiveness in travel and tourism industry”, GE-International journal of management research, Vol. 2 No. 7, pp. 172-184.

Skender Kabashi, Sadik Bekteshi, Skender Ahmetaj, Gazmend Kabashi, Robert Blinc, Aleksander Zidanšek and Ivo Šlaus, (2011),"Greenhouse gas and air pollution emissions and options for reducing from the Kosovo transportation sector-dynamic modelling", Management of Environmental Quality: An International Journal, Vol. 22 Iss 1 pp. 72 – 88.

Stephen Nana Ato Arthur and John Victor Mensah, (2006),"Urban management and heritage tourism for sustainable development", Management of Environmental Quality: An International Journal, Vol. 17 No. 3, pp. 299 – 312.

Steven Pike & Stephen J. Page, (2014), “Destination Marketing Organizations and destination marketing: A narrative analysis of the literature”, Tourism Management, Vol. 41, pp 202–227.

Steven Pike, (2005),"Tourism destination branding complexity", Journal of Product & Brand Management, Vol. 14 Iss 4 pp. 258 -259.

Sultan, F. and Simpson, M.C. (2000), “International service variants: airline passenger expectations and perceptions of service quality”, Journal of Services Marketing, Vol. 14 No. 3, pp. 188-216.

Sumana Gupta and Rabindranath Datta, (2012),"Prioritizing service attributes for quality up-gradation of Indian railway stations", The TQM Journal, Vol. 24 Iss 2 pp. 167 – 180.

Suwastika Naidu and Anand Chand , (2014),"A comparative analysis of best human resource management practices in the hotel sector of Samoa and Tonga", Personnel Review, Vol. 43 Iss 5 pp. 798 – 815.

Tiina Läikkö-Roto and Mari Nevas, (2014), “Restaurant business operators' knowledge of food hygiene and their attitudes toward official food control affect the hygiene in their restaurants”, Food Control, Vol. 43, pp. 65–73.

Tom Baum, (2015), “Human resources in tourism: Still waiting for change? – A 2015 reprise”, Tourism Management, Vol. 50, pp. 204–212.

Tsai, C., Chen, S. and Fang, S. (2009), “Employment modes, high-performance work practices, and organizational performance in the hospitality industry”, Cornell Hospitality Quarterly, Vol. 50 No. 4, pp. 413-431.

Vanja Bogicevic, Wan Yang, Anil Bilgihan and Milos Bujisic, (2013) "Airport service quality drivers of passenger satisfaction", Tourism Review, Vol. 68 Iss: 4, pp. 3 – 18.

Vanessa A. Amoah and Tom Baum, (1997),"Tourism education: policy versus practice ", International Journal of Contemporary Hospitality Management, Vol. 9 Iss 1 pp. 5 – 12.

Yıldırım Yılmaz, (2013), “Impact of strategy on efficiency in the luxury hotel industry of Turkey”, Anatolia: An International Journal of Tourism and Hospitality Research, Vol. 24 No. 2, pp. 206-220.

Youcheng Wang and Shaul Krakover, (2008),"Destination marketing: competition, cooperation or coopetition?", International Journal of Contemporary Hospitality Management, Vol. 20 Iss 2 pp. 126 – 141.

Zimmer,A.C. (1983) ‘A model for interpretation of verbal predictions’, International journal of Man Machine studies, Vol. 20, pp. 121-134


Refbacks

  • There are currently no refbacks.