Hospitality, Tourism and Events Management degree programme

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Impact of Service Quality on Tourist Satisfaction in Dolphin and Whale Watching Tourism (With Reference to Kalpitiya Tourism Zone)
(Uva Wellassa University of Sri Lanka, 2013) Lowe, W.E.S.
Satisfaction is considered to be the most important factor whether it is meant for a product or a service. When it comes to the tourism industry, In case of failure to satisfy tourists, organization or destination will be replaced by others and when in tourism industry offering various services, have to be more vigilant because there is a special attitude that plays an important role attracting and retaining the tourists. Keeping this in view, the researcher intended to observe the relationship between Service Quality and Tourist Satisfaction on Dolphin and Whale watching at Kalpitiya tourism zone and to identify the Service Quality variables that required to be improved in this area. A convenient sample of 100 local and foreign tourists was selected and data collection tool for all the variables (service quality and customer satisfaction) was used from the body of knowledge to check how they feel about this service. By variant analysis is used in investigation of two variables. According to this study it is used to identify the _ relationship between service quality and tourist satisfaction. This indicates that there is that there is positive relationship between the service quality and tourist satisfaction.
Profile and Travel Motive of Backpackers who Visit Sri Lanka
(Uva Wellassa University of Sri Lanka, 2013) Jayathilaka, L.P.N.
The primary objectives of this research were to develop a profile of backpackers who visit Sri Lanka, to identify the travel motive factors of backpackers and to identify the potentials of backpacker tourism market in Sri Lanka. According to statistics of Tourism Development Authority, in 2012 Sri Lanka reached the best of its tourist arrivals and it was about more than one million tourists. These evidences confirmed that Sri Lankan tourism is booming now. By using Ella, Kandy and Galle — Unawatuna as selected sample locations, this study completed with qualitative data analysis of a total sample of 80 backpackers. The research conceptualized on push and pull travel motives and the backpacker profile on four main sections. Structured questionnaire was used in order to collect information from the target backpackers. The profile factors and the travel motivations of backpackers to Sri Lanka are similar to the general characteristics of backpacker definitions. The majority of the participants was female; single; young; educated; employed travelers who have middle income and majority travel from Europe. The travel motivations were mainly based on Sri Lankan nature, culture and history. The findings of this research lead to the proposal that backpackers are a potentially valuable niche market with specific and complementary advantages over other more general forms of tourism which Sri Lanka should be seeking to develop.
The Relationship Between Marketing Mix and Customer Decision Making on Travel Agents in Sri Lanka
(Uva Wellassa University of Sri Lanka, 2013) Hettiarachchi, D.D.
Globally, the role of travel agents in increasingly gaining importance in today's travel and tourism industry. A travel industry without travel agents is quite unthinkable as it would result in utter chaos and disorder in the industry. The aim of this study is to investigate the relationship between the 7Ps, namely price, promotion, place, product, process, people, physical evidence and customer decision-making on travel agents in Sri Lanka. Travel agents are seriously considered for these 7Ps activities to ensure that they allocate their resources effectively and efficiently. A total of 100 respondents were selected from Bandaranayke International Airport, Colombo. The data collected was analyzed using three statistical methods, that is, mean analysis, Pearson correlation and regression analysis. The data gathered were consisted of both qualitative and quantitative data. The questionnaire was designed on the basis of the problem statement. According to the study, Questionnaire was developed by researcher. Therefore questionnaire reliability test was conducted using pilot survey. The questionnaire included thirty-five questions (See Appendix 01). To establish the reliability of the study measurement used in the research instrument, the reliability coefficient (Cronbach Alpha) was clarified.
The Marketing Mix Factors Affecting Tourists’ Buying Decisions Towards Adventure Products at Kithulgala Area
(Uva Wellassa University of Sri Lanka, 2013) Senewirathna, S.M.C.N.; Gunarathna, Y.M.C.
Tourism continues to occupy an important position in the global economy. It provides multiple reinforcing economic benefits to countries both developing and developed countries and Tourism contributes to transfer the wealth from rich countries to poor countries. Adventure, as a way of travel, offers deeper cultural exchange with different people and an appreciation for the fragility of places. The speed of the change in the tourism and hospitality industries requires to be kept with strategic marketing practices by tourism business holders. A proper adaptation of marketing mix with adventure operations, create a better combination to gain the competitive edge among its rivals. This study contributes to a deeper understanding of the impact of marketing mix factors on the tourists' buying decision towards adventure products at kithulgala area, sri Lanka.It analyses the relationship between the service marketing mix and tourists' buying decision towards adventure products as the main purpose of this research.
Identify the Determinants of Tourist’s Post Purchase Behavior (With Reference to Tourists Who are Visiting to Galle District)
(Uva Wellassa University of Sri Lanka, 2013) Priyadarshani, M.W.
Tourism is booming sector in present Sri Lanka and attracting the same tourists to the same destination is cheaper than attracting new tourists towards the particular destination. In this context, this study was investigated what are the determinants of the tourists post purchase behavior.Morever the research tested the relationship between each determinants and the post purchase behavior. The study based on the Galle of Sri Lanka which has a major attraction of tourists throughout the year. A sample of 100 tourists was drawn using convenience sampling technique. Primary data was collected by using questionnaire with direct interview. Descriptive statistics, correlation' and regression were used to analyze the data with the support of appropriate tool. SPSS 16 version software is used for analyze the data. The findings show that there is a strong positive relationship between perception on destination loyalty and the tourist's post purchase behavior. Perception on destination loyalty is evolved through destination attribute it means it acted as mediating factor between destination attributes and post purchase behavior. Other than that travel motives also has significant influence to the tourist's post purchase behavior. However tourism planners should pay their higher-attention to develop the destination attributes which tourists most are concerning and should increment perception of the destination loyalty.
Impact of the Service Quality on the Customers’ Satisfaction in Hotel Industry with Special Reference to the Uva Province
(Uva Wellassa University of Sri Lanka, 2013) Ubaidulla, A.L.
The Impact of service quality on the customer satisfaction has become internationally interesting topic. Several research papers investigate the impact of service quality on customer satisfaction in service industries. Many research papers were done in developed countries, on the other hand, only a few study was done in developing countries not only that but also hotel industry. This paper wills closing the gap by examines the Impact of service quality on the customer satisfaction in the hotel industry. The 100 questionnaires were sent to the guests of the hotels in Uva province. The results are reported and confirmed that the service quality impact on customer satisfaction in hotel industry. In addition, the study finds that service quality should be applied in the hotel industry in Sri Lanka .And this research finds out the importance of practices service quality on hotel industry. A discussion of the result is presented and directions for further research on service quality and customer satisfaction management.
Internal Barriers for Career Advancement for Women in Hotel Industry; A Study with Special Reference to Kandy District
(Uva Wellassa University of Sri Lanka, 2013) Dilhani, S.
In recent years, the increased number of women in the hotel industry and their underrepresentation in top management positions has made women's status in the industry a great concern. The purpose of the study was to examine the extent to which women face barriers for their career advancement. Data for this study were collected through a convenience sample (N = 67) .Data were collected from women executives of registered hotels in the Kandy district through self-designed structured questionnaires based on the past literature. Data analysis was performed by using Pearson's correlation and descriptive statistics. That was utilized from the SPSS software. Internal barriers were assessed on four main dimensions: gender equity, lack support, organization culture, and personal characteristics. Career advancement were assessed based on decision making power, own initiative opportunity, cross industry concern, strategic management The research was identified that there is high negative relationship between internal barriers and career advancement. The study revealed that gender harassments and lack support is the huge obstacle for women for career advancement. The findings suggested that hotel industry make a contribution by revealing the existence of barriers and gender issues in the industry. This could be accomplished by developing courses on necessary skills, and providing more mentors and role models (especially female professionals). Several implications for hospitality educators and industry recruiters on curriculum design and industry training were noted.
Potential Opportunities, Issues and Challenges in Rural Tourism Development (With Reference to Anuradhapura Area)
(Uva Wellassa University of Sri Lanka, 2013) Subasinghe, S.M.C.J.; Ranasinghe, J.P.R.C.
The concept of rural tourism, which emerged before several decades, is no longer a new jargon to Sri Lanka and it acts as a vehicle for the rapid economic and social development in most destinations. Anuradhapura is situated in the north central province of Sri Lanka a place with cross culture, religious value, and better rural setting but in tourism industry not in adequate level. Rural Tourism is, "A multi-faceted activity that takes place in an environment outside an urbanized area and represents to the traveler the essence of country life"- Australia both National and State tourism bodies (DOT, 1993:2, DOT, 1994)
Potential of Developing Rural Communities Through Community Based Eco-Tourism Projects: A Study of Maduganga Area
(Uva Wellassa University of Sri Lanka, 2013) Sanjeewa, A.H.N.U.; Gunaratne, Y.M.C.
This paper considers the potential of developing rural community through ecotourism at Maduganga, Sri Lanka, and the potential benefits for the local community can be gain through tourism projects. In present only few villages identified tourism as a source of income; however, this was substantial in comparison to that derived from other economic activities. While most area residents had positive attitudes toward tourism, they had limited awareness of employment or investment opportunities. Lack of awareness, along with increased activity by outside investors, suggests that, in the promotion campaign, awareness programme, the possibilities for the community at Maduganga to further benefit from tourism development will be attractive.
Factors Affecting for Non-Managerial Level Employee Turnover Intention in Hotel Industry in Sri Lanka (With Special Reference to Hotels in Galle District)
(Uva Wellassa University of Sri Lanka, 2013) Priyantha, G.W.K.
This study was conducted to investigate Factors influencing for non-managerial level employee Turnover in hotels in Galle district. The study was conducted using the descriptive research design where a cross-sectional survey was used because the population to be studied was too big and this study design proved to be time saving. Stratified and judgment sampling methods were used to select the respondents. Data was collected with the use of questionnaires. Questionnaire containing three facets of three factors for measure independent variables and three items for measuring the turnover intention. It was analyzed by descriptive statistical techniques and presented in the form of tables, frequencies and percentage distributions. Pearson Correlation and Multiple Regression tests were used to test the hypothesis. Several; findings were made in regard to the study, poor working conditions, poor pay, poor management or supervision which was categorized Udder employer related factors significantly affecting to the labour turnover intention in hotel industry. Employee related factors also affecting to the labour turn over intentions. The study findings also showed that external factors like better pay elsewhere, low status and competitive conditions elsewhere also brought about employee turnover. The study concluded that employer, employee and external factors significantly affected employee turnover in hotels in Galle district.
Removal of All Private Camp Sites Inside National Parks and How it Affects on Tourism Industry in the View of Private Camp Site Operators (A Case Study Based on the Sri Lankan Tourism Industry with special Reference to the Yala National Park)
(Uva Wellassa University of Sri Lanka, 2013) Senarathne, G.A.D.S.
Hotel industry plays a vital role in the Sri Lankan economy. Sri Lanka is one of the most famous tourist destinations in the world. Sri Lanka is one of a hot spot for the eco tourism as well as camping business. This island is getting considerable amount of guest arrivals annually for the camping and wild life tourism. This research has been conducted regarding a recent decision taken by Sri Lankan government. It has become a current topic that every tourism body has been given their consideration on this. Sri Lankan government has ordered to remove all private owned camp sites within national parks in Sri Lanka. It is one of a recent topic that many travel agents as well as suppliers are discussing. The main objective of this research is to identify the influence to the tourism industry by this decision in the view of camp site operators. Sub Objectives are Camping provide the income. Therefore identify the loss of income, find out the cancellations and refunding for tourists, identify the impact of Government revenue through this decision finally recommendations for sustainable application within the National parks in Sri Lanka. According to the research the data has been collected from 05 executives of camp site operating companies. The study is a Qualitative case study designed research. This study consists with both primary and secondary data. This study has demonstrated to the conclusions under the criteria's on, Influepce created by this decision on tourism industry. Cancellation and loss of income. The impact on the government revenue through this decision.
Waste Disposal Management Techniques in Hotel Industry (With Special Reference to Colombo District in Sri Lanka)
(Uva Wellassa University of Sri Lanka, 2013) Udayanga, M.T.
This study focused on waste disposal management techniques in hotel industry with special reference to Colombo district. The objectives of this research is to identify waste disposal management techniques used in hotels, the unique techniques organizations uses in their waste disposal management and the benefits of the waste disposal management techniques in hotel industry in Sri Lanka with special reference to Colombo district. The research has focused mainly on five variables. They are 3R concept, Composting, Waste water management, Waste food management and E waste management. This study was based on data of selected 19 hotels in Colombo district according to the SLTDA accommodation guide book. Each hotel was interviewed with direct interviewed format. The majority of the firms implemented 3R concept, composting and waste food management while waste water management and E waste management the least used as waste disposal management technique. Outcomes of the descriptive analysis showed that lack of knowledge about modern concept in waste disposal management techniques, limited space of the hotels and high initial cost was the major barrier for the practicing waste disposal management techniques.
The Impact of Human Resource Practices on Employee Job Satisfaction (With Special Reference to Five Star Hotels in Sri Lanka)
(Uva Wellassa University of Sri Lanka, 2013) Soysa, W.H.M.
Job Satisfaction is conscious willfulness to seek for other alternatives in other organization. Human resource management (HRM) is known as the central business concern, that shapes the behaviour, attitudes, and performance of the employees, This study empirically evaluated six Human Resource (HR) practices (Careful recruitment and selection, Extensive remuneration systems, Team working and flexible job design, Training and learning, Employee involvement, Performance appraisals with links to contingent reward systems) and impact on the Job Satisfaction of the employees in five star hotels in Sri Lanka. The sample consisted of one hundred and twenty six employees working in all five star hotels in Sri Lanka. The data were gathered by administering questionnaires. Considering the relationship between Human resources practices and Job Satisfaction, the analysis represents that there is a positive and relationship between Careful recruitment and selection, Extensive remuneration systems, Team working and flexible job design, Training and learning, Employee involvement, Performance appraisals with links to contingent reward systems. The result was implies that effect of Team working and flexible job design on Job Satisfaction is higher than other relationships. However the Human resource practices plays vital role in Job Satisfaction accordance with all level employees in five star hotels. Further Team working and flexible job design is more important to employee Job satisfaction.
Difficulties Encounter Chauffeur Tourist Guide Lecturers while Performing Their Job and the Extent of Their Job Satisfaction (A Case of Sri Lanka Tourism)
(Uva Wellassa University of Sri Lanka, 2013) Yashodara, K.A.M.
Tour guides are one of the most visible players in tourism industry but, to date, little scholarly attention has been given to Chauffeur tourists guide lecturers and guiding, not to speak of the difficulties that Chauffeur tourists guide lecturers may encountered with.This study addresses the gap by promoting an understanding of the work environment and the difficulties encountered by Chauffeur tourists guide lecturers and the extent of their job satisfaction. Three research objectives are identified as,to determine the work environment and difficulties encountered by CTGLs in Sri Lanka, to determine the level of job satisfaction of CTGLs and to examine whether there is a the relationship between the difficulties encountered by licensed CTGLs in Sri Lanka and their extent of the Job satisfaction. Statistical population of the study was the total number of Licensed CTGLs in Sri Lanka and convenience sampling technique was used by the researcher to select the sample (75) while in the field as it is really hard to catch the CTGLs through other sampling technique due to the nature of their Job. Primary data was used to measure both Difficulties encountered by licensed CTGLs and their job satisfaction. Data was collected through five point likert scaled questionnaire which was obtained from the selected sample and the questionnaire consisted with three parts namely Difficulties encountered by licensed CTGLs, their job satisfaction and the demographic factors. A widely used Gilmer and others (1966) job satisfaction model was chosen to assess the Job satisfaction of the CTGLs and difficulties encountered by Licensed CTGLs was measured by researcher developed five dimensions based on the previous literatures.
Sustainable Orientation and Sustainable Innovation Initiatives in Hotel Industry in Kandy District
(Uva Wellassa University of Sri Lanka, 2013) Ranaweera, R.A.C.J.
The past several decades have seen a growing awareness amongst hoteliers and investors regarding the environmental and social impacts of hotel development and operations to the extent where sustainability issues have permeated nearly every aspect of the hotel industry. This research was conducted in order to identify the relationship and current degree of sustainable orientation and sustainable innovation initiative in hotel industry. Sustainable orientation was assessed on three main dimensions: Ecological orientation, Economical orientation and societal orientation. Sustainable innovation initiatives were assessed based on firm level and industry level sustainable new products and services that hotels introduced during the period from year 2011 to 2013. Data were collected from top level management of all 27 hotels registered in the Kandy district through self designed structured questionnaires based on the past literature. Mann-Whitney test and Spearman's' correlation was utilized for the data analyzing .The research was identified that there is high positive relationship between sustainable orientation and sustainable innovation initiatives. As well as the level of sustainable orientation and sustainable innovation initiatives differ significantly from classified and unclassified hotel categories.
Environmental Impacts of Behavior of Local Tourists in the context of Yala National Park in Sri Lanka
(Uva Wellassa University of Sri Lanka, 2013) Rubasinghe, J.D.
Yala national park is a non-valuable natural resource of Sri Lanka. It is the second largest protected area which includes bio diversities, environmental systems, endemic flora and fauna and so on. Meanwhile the tourism industry of Sri Lanka has stepped up to a glamorous stage in present context after the 30 years terrible war of the country. Large number of local and foreign tourist who are interested on wild life tourism, are visiting most of places in Sri Lanka and Yalanational park has become a tourism hotspot among them. In accordance with the Sri Lanka Tourism Development Authority more than 68 per cent of Yala visitors are local tourists. In present scenario many media report that various negative environmental impacts have been occurred inside the Yalanational park due to the behavior of the visitors. This study is based on the environmental impacts of behavior of local tourists in the context of Yalanational park Sri Lanka. Objectives of this study are to find out those awkward behaviors of the locals within the national park and after analyzing them suggest a sustainable frame work for the Yalanational park. Data has been collected by observation at the national park for three separate days and conducting twenty interviews with park guides, jeep drivers and the park warden. Throughout above methods number of derogatory behaviors of local tourists have been detected and categorized them according to the nature of the inadaptable behavior; such as ; i. Over visitation. ii. Disturbance to the wild life. iii. Exceeding the time limits of visitation. iv. Pollution inside the park. v. Violation of park rules by vehicles vi. Dilemma occurred with camping. vii. Animal deaths resulting from vehicle accidents.
Determinents of Tourism Demand for Nuwara-Eliya (An Analysis on Push and Pull Factors for Tourists Motivation)
(Uva Wellassa University of Sri Lanka, 2013) Wijeratne, K.H.P.
With the peaceful environment and unique tourism resources, the Sri Lanka has to potential development of tourism industry in more valuable way than perhaps any other country. In 2012 one million tourists had visited Sri Lanka (Sri Lanka tourism). To explore in Sri Lanka tourism market, the examination of tourist motivation factors in destination context is necessary to see whether they are playing roles in motivating foreign tourists to travel to the Nuwara-Eliya, for it is believed that tourist motivation is the driving force behind all tourist behaviors including destination choice. In this dissertation, a questionnaire survey covering the socio-psychological (push) motives, destination attributes (pull) and demographic variables were carried out on foreign tourist. It has been commonly accepted in the related literature that. one approach to effectively explain the travel motivations is to apply the push-pull framework. The survey result show that foreign tourists are generally pushed by the Outstanding natural scenery, Exotic atmosphere, and pulled by the tourists attractions that serve to meet their need of Visiting a place never been to, To appreciate natural resources. Further, demographic variables like age and gender contribute to the different attitudes on tourist/travel motivation factors.
Holiday Destination Selection Factors with Special Reference to Leisure Travelers in Sri Lanka
(Uva Wellassa University of Sri Lanka, 2013) Wendakoon, W.M.I.I.
In leisure tourism it is important to identify holiday destination selection factors which assist tourist to select one destination over another. Tourist's perception can be differing in destination selection. Therefore authorities of any destination must make sure that they are able to deliver experiences to the travelers which are similar to their expectations. The purpose of this thesis is to review tourist perception towards destination selection and their experiences in Sri Lanka as an international tourist destination and identify the service gap. Data was collected at Bandaranaike international Airport by using questionnaires to reach those objectives. As overall result, most of the leisure tourists consider Geography and climate, accessibility, super structure, quality services and Safety and security to select their holiday destination prominently. They could gain high experiences in Sri Lanka through culture and history, hospitality accessibility and safety and security than other factors. However there are more sectors that should be considered by authorities in Sri. Lanka It is better if Sri Lanka can more consider marketing, developing entertainment facilities, tourism activities to make Sri Lanka as a competitive holiday destination among others. Then it will help to reduce negative service quality gap and deliver more experiences to the leisure travelers in Sri Lanka.
A Study on the Potential and the Barriers for Tourism Development in Arugambay as a Tourist Destination
(Uva Wellassa University of Sri Lanka, 2013) Chandana, G.G.R.
Tourism is regarded as the fastest growing industry in the world. Asia was identified at the World Investment Conference in Geneva (WAIPA, 2005) as one of the continents with a significant potential for developing tourism. The development of tourism can contribute a lot to Arugambay through reduction of the level of poverty, creation of job opportunities as well as contributing to the national income. However, the tourism industry in Arugambay is still in its early stages due to the war. This research study has discussed the potential and the barriers for tourism development in Arugambay as a tourist destination. In here focuses to emphasis naturally and culturally rich resources in Arugambay's potentiality to go beyond, mass tourism and cater on niche tourism concept ,such as environmental friendly destination. The study was conducted in the coastal area of Arugambay. A qualitative design using two cross sectional questionnaires was utilized to establish the opinions of the participants. A sample of 120, including 60 international tourists and 60 workers in the tourism sector (hotel sector) was selected to participate in the study. Data analysis by means of descriptive analysis was used to obtain the mean, frequencies, expressed as percentages.
The Impact of Service Quality on Customer Satisfaction; Case on Five Star Hotels in Colombo District
(Uva Wellassa University of Sri Lanka, 2013) Sanjeewa, J.A.R.K.
The hotel sector in Sri Lanka has been developed dramatically in most recent years. At the present context hotel service providers have to be faced head to head competition to survive in the market. Thus to face the competition in the market place the service providers always try to add value to the customers. Quality services should be provided by the hotels to add value to products or services to enhance traveller's satisfaction level. Satisfaction tends to matter on the perception of the customers. Mainly in the hotel industry the products and the services that are provided to the customers should be in high in quality and should be based on the respected standards. This study examines service quality of the hotel industry and how to it effects to the customer satisfaction in the five star hotels in Colombo district. Most of the researches doing in regarding of how to service quality affect to the increase in customer satisfaction in hotel industry, but they didn't consider about the five star hotels in Colombo district. Population of this research is all foreign tourists who were accommodating at five star hotels in Colombo. In order to conduct this study the sample was selected sixty customers who were staying in five star hotels in Colombo district. Cluster sampling technique was used for sampling. The data were collected using a questionnaire. Descriptive analysis and Regression analysis was applied to analyze the data.

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