Evaluating the Impact of Service Management Dimensions on Tourist Loyalty in Urban Culture Tourism

Evaluating the Impact of Service Management Dimensions on Tourist Loyalty in Urban Culture Tourism

Anuraghavi Vinayagam1, Dr. SP. Mathiraj2

Alagappa University, Karaikudi1

Professor, Department of Corporate Secretaryship, Alagappa University, Karaikudi2

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Abstract - This study analyses the facets of service quality affect visitors' loyalty to a particular travel destination. The study looks at how six important factors—including staff response, accessibility, cleanliness, communication, safety management, and perceived cost fairness—affect travellers' intentions to return and suggest the location. A systematic questionnaire was used to gather primary data from 203 respondents. Significant determinants of tourist loyalty were found by employing SPSS's Multiple Linear Regression analysis of the data. The findings showed that the most important elements influencing loyalty were staff responsiveness, cleanliness, and communication; cost fairness had no discernible impact. These results highlight how crucial service-related factors are when developing visitor retention plans. For location managers and tourism planners looking to enhance service delivery and cultivate enduring patronage, the study provides useful insights.

Keywords: Service management, Tourism, Tourist Loyalty, Experience