Hospitality, Tourism and Events Management degree programme

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Adoption of Information Technology Adoption with Suppliers and its Impact on Performance in Travel Agency (with Special Reference to Travel Agencies in Colombo District)
(Uva Wellassa University of Sri Lanka, 2018) Fernando, W.A.C.
Sri Lankan tourism sector has been identified as one of the key sector enhancing the country's economic growth. Across the industries, firms have adopted e-business initiatives to better manage their internal business processed as well as their interfaces with the environment. E-business can be described as online presences of business. With the development of the technology, travel and tourism industry has also been changed. Most of tourists are getting towards online methods and this is creating a competitive environment to the traditional travel agencies. It is important for travel agencies to maintaining a better relationship with suppliers to deliver a quality service to the customers. Hence, the main purpose of this study is to examine and test a moderating effect of supplier relationship quality which integrate the Information Technology (IT) with suppliers (i.e. e- procurement and e-communication) and operational performance in the context of the SME travel agency with special reference to Colombo District. And also, this model was focused to identify the IT adoption level of SME travel agency's operations, to examine the relationship with between IT adoption and operational performance and to identify the IT adoption impact on operational performance in SME travel agencies. Primary data was collected from the sample of 72 SME travel agencies in Colombo district registered under Sri Lanka Tourism Development Authority and random sampling method was adopted to find the respondents. Hence, descriptive analysis, Pearson correlation and coefficient, multiple regression analysis were used to analyze data and Adrew Hayes process macro was utilized to identify the moderation role of selected variables. Researck finding indicated that e-procurement and e-communication have a positive relatiOnship with operational performance. Further, e-procurement significantly and positively influences on operational performance while there is no significant effect found between e- communication and operational performance. Furthermore, supplier relationship quality moderates the effect with the e-procurement and operational performance of SME travel agencies. As per the results it has suggested that, even IT adoption of SME travel agencies are in a considerable level, furthermore traditional travel agencies should develop their IT practices with the suppliers and strengthen the relationship quality with suppliers to survive in the travel and tourism industry. Keywords: IT adoption, e-business, operational performance, e-procurement, e- communication, supplier relationship quality, Small and Medium Enterprises (SME)
Analysing the Relationship of Factors Affecting on Tourists' Buying Behaviour of Handicraft Products (With Special Reference to Galle District)
(Uva Wellassa University of Sri Lanka, 2015) Darshani, K. L. R.
Handicraft products are one of the important products which can market in tourism and hospitality industry and create unique expressions of skills, traditions, culture and local material used of the country. Handicrafts industry is a major form of employment in many countries and play significant part of the export economy. Buying behaviour of products depend on many factors and identification of affecting factors much more important for all the parties of the particular market. Therefore in the handicraft industry has great opportunity to obtain benefits through understanding factors and tourists' buying behaviour of handicraft products. The main purpose of this study was to analyse the relationship between affecting factors and tourists' buying behaviour of handicraft products in Galle District. Marketing mix factors, situational factors and personal factors considered as affecting factors of the buying behaviour of handicraft products. The target population for this study was all the Local and foreign tourists who visit handicraft shops in Galle District and from the data, a sample size of 100 was selected from 10 shops and selected 10 tourists from each shop using convenience sampling method. Primary data were gathered using questionnaire with five point likert scale. Descriptive statistics, Karl Pearson Coefficient of correlation analysis used to analyse the data collected. Results disclosed marketing mix factors, situational factors and personal factors have positive relationship with tourists' buying behaviour of handicraft products. The study recommends that there is need effective market segmentation and targeting based on consumers' personal factors. In addition handicraft shops should engage with the global market and trends to reach the potential market. Key words: Tourist, Handicraft, Buying behaviour, Marketing mix, Situational factors, Personal factors
Analysis of Factors Affect to the Effectiveness of Tourist Information Centers in Sri Lanka
(Uva Wellassa University of Sri Lanka, 2016) Chathurangi, K.K.P.
Tourist Information center is physical location that provides tourist information to the tourist who tour the place or area. Tourist Information centers provides information and services. This research presents evaluation factors affecting to effectiveness of Tourist Information Centers in Sri Lanka. The services and their attributes are different one from another through this research it is expecting to study how these different attributes are effect to effectiveness through the visitors' satisfaction. Colombo, Badagamuwa and Badulla Information Centers are selected Information Centers and On-site visitors were surveyed using questionnaire to eliminate factors according to visitors' views. According to the findings, visitors' satisfaction level is different with different level of attribute. More visitors satisfy with Colombo TIC location than other TIC. When comparing other location Colombo TIC location it has easy access and it is situated strategic location than other TIC. Colombo TIC is more effective with Architecture or Attractiveness. When TIC has more attractive architecture visitors become more satisfy. When considering Facilities visitors more satisfy with Badagamuwa TIC. Badagamuwa TIC has multiple facilities than other TIC. Colombo TIC has more visitor satisfaction and more satisfy with their friendly and intimate service. In Sri Lanka TIC are not much adopted ICT or their service but Badagamuwa TIC has considerable level of TCT adoption. According to visitor feedback there are more satisfied with Badagamuwa TIC. Recommendations include incorporating visitor centers with choosing the location carefully, designing innovative and distinctive facilities, providing multiple functions, enhance HR capabilities and Adopt ICT as effective
An Analysis of Foreign Travellers’ Satisfaction with Guided Tour Packages in Sri Lanka
(Uva Wellassa University of Sri Lanka, 2014) Wickramasinghe, K.K.S.N.; Herath, H.M.H.M.
The guided tour package is a special tourism product that is composed of many components that are organized and offered by a tour operator. The literature shows that many travelers prefer guided tour package because they are a convenient way of organizing a holiday. Studies of traveler satisfaction with guided tour package are often conducted in developed economies, on coach tours in cities, and therefore less is known about guided tour package in developing economies where the principle attraction is wildlife and nature. This research investigates visitor satisfaction with guided tour package that feature in the Sri Lanka. Quantitative research method is used in this study and this research explores the traveller satisfaction with guided tour package, and the relationship between traveller satisfactions with the different components of the guided tour package. Package tours are a type of tour where all important services are organized or provided by a tour operating company. In the guided tour package setting, determine the elements of the tour such as the pre-arrival service, accommodation, food, transportation, attraction, guiding and information. Also, visitors in the guided tour package are accompanied by a tour guide who leads the tour, interacts with visitors and links visitors with different service providers. One of the main objectives of tour package companies is to offer a satisfying guided tour package experience. Traveller satisfaction with guided tour package is shaped by a range of services offered during the tour.
Analysis of Organizational and Environmental Benefits from Sustainable Waste Management Practices in Hotels (With Special Reference to Kandy District, Sri Lanka)
(Uva Wellassa University of Sri Lanka, 2017) Wijesinghe, W.A.D.S.
Current global waste generation levels are approximately 1.3 billion tons per year. And the World Bank study forecasts that a 70% global increase in waste by 2025- with developing countries facing the greatest challenges as their waste is expected to more than double. Especially waste is a growing problem in urban areas of Sri Lanka. Kandy is one of the major cities in Sri Lanka. It is one of the well reputed tourist destinations in the world. But Kandy District records the second largest waste generation next to Colombo district. In today's competitive business environment, hospitality organizations tend to sustainable waste management to actively contribute to the economic, social and environmental goals of sustainable development. The main purpose of the study was to Analysis of organizational & environmental benefits from sustainable waste management practices in hotels (with special reference to Kandy district, Sri Lanka). The study will adopt a descriptive survey research design. Convenience sampling method will be used to select the respondents. Data collection instruments will include questionnaires targeting the hotel general managers, depaitmental managers and junior staff. The collected data will be coded, tabulated and edited with the aid of suitable electronic statistical package, then presented using tables, graphs and pie charts to enhance a meaningful description. The data will be analyzed using descriptive statistics namely frequencies, percentages and means to explain the variable characteristics, while inferential statistics including correlation to determine the variable relationship. The finding of the research suggests the different waste management practices in hotels; ascertain the relationship in between waste management practices in hotels and major challenges in hotel industry in Kandy district. Considering the above factors, the following recommendations are given to develop the waste management practices in hotels. Some of the recommendations are to improve the waste management, confidently face to critical challenges in hotels and identify the different waste management practices in hotels through this can develop the waste management in Kandy district hotels as well as to sustainable growth of hotel industry.
An Analysis of Push and Pull Travel Motivational Factors of Beach Tourists to Trincomalee
(Uva Wellassa University of Sri Lanka, 2017) Ahsan, U.M.
The purpose of this research paper to investigate the perception of Trincomalee,' Sri Lanaka held by foreign and local tourists. The research will overlook inbound characteristics of Trincomalee, Sri Lanka and it will mainly concern the factors that induces the decision making process of tourists, their motivations, expectations and their needs. The objectives of this research are to identify the demographic profile of beach tourists and to identify the most & the least push and pull travel motivational factors of Beach tourist's arrival to Trincomalee. Mixed data analysis methods were employed in this research. The questionnaire was developed to reflect their travel motivation factors based on multiple choice questions, and it was distributed among 100 foreign and local tourists based on convenient sampling technique. The respondents were selected from Nilaveli, Uppuveli, Marble beach, Arisimale and Town beach of Trincomalee areas. The study shows that both push and pull travel motivational factors stimulate the higher Beach tourists' arrivals to Trincomalee, Sri Lanka. The mean ranking of the constructs within travel motives showed that, Seeking Relaxation and Fulfilling Prestige were regarded as the most and the least influential push and travel motivational factors, respectively. Among pull travel motivational dimensions, Natural Resources and Events and Activities were identified as the most and the least influential pull travel motivational factors, respectively. This study attempts to identify motivational factors of beach tourists to the Trincomalee as different tourist markets demonstrate different domains of behavior. This may have important marketing implications to the Trincomalee especially in terms of examination of motives in segmenting markets, designing promotional programs and decision making about destination development. Based on the study's findings, practical implications for tourism marketers are suggested and future research recommendations are provided.
Analysis of Service Quality & Tourist Satisfaction Levels with Reference to Tourist Information Centres (TICS) in Kandy City
(Uva Wellassa University of Sri Lanka, 2016) Dhanapala, D.M.P.U.
Tourist Information centre (TIC) is "a clearly labeled, publicly accessible, physical space with personnel providing pre-dominantly free of charge information to facilitate travelers' experiences" (Pearce, 2004). Tourists who arrive to each destinations visit TICs for receiving trustworthy information for their journey. Hence, TICs can be a strong strategic point to promote tourism of a region. Therefore, it is essential to pay attention on the service quality of the TICs and this paper sets out to report on research that investigated foreign tourist satisfaction on service quality in TICs. Foreign tourists who visited TICs in Kandy were taken as the population to the study and the convenience sampling technique was used to select the sample consisting 100 respondents from the population. Primary data were collected through a questionnaire and quantitative technique was employed to analyze the data. The results revealed that there is a significant and positive relationship between service quality in TICs and further, the tangibility dimension has mostly contributed for foreign tourist satisfaction than the other dimensions. The study further concludes that in order to increase the tourist satisfaction in TICs, the attention should pay on improvement of the service quality dimensions providing modern equipment and informative interior to TICs. Findings of this study will be important for tourism planners and decision makers in the tourism industry.
Analysis of the Effect of the Working Environment to the Job Satisfaction of the Air Hostesses (With Special Reference to Sri Lankan Airlines)
(Uva Wellassa University of Sri Lanka, 2017) Wijerathna, W.G.N.S.C.D.
This study aims to investigate the effect of the working environment to the job satisfaction of the air hostesses with the special reference to Sri Lankan Airlines. Among all other factors, the working environment gets the major position with relation to the job satisfaction. With the determination of the elements and the factors of the independent variable - working environment and the dependent variable - job satisfaction, the primary data was collected to find out whether there is a positive effect or the negative effect of the working environment to the job satisfaction. And next objective of this study is to find out major critical working environmental factors which relates directly to the job satisfaction. The analysis was done among the demographic factors as the descriptive analysis and in other hand finding out the relationship of these variables was done with the correlation analysis. Finally regression analysis was produced to find out the effect of the independent variables and to find the major critical working environmental factors which affects to the job satisfaction of the air hostesses. As the ultimate outcomes of this research it revealed that the first factor of the independent variable, the Job Environment and its elements are strongly affecting to the job satisfaction of the air hostesses of Sir Lankan Airlines. The air hostesses got dissatisfied when the job environment elements are messed up. Majorly long flights, odd working hours, flying to same destination frequently and doing same job duties for long time are some of the Working environment - job environmental reasons which made the air hostesses unhappy with their job. And the second most affecting factor of the working environment is the Organizational characteristics. The slow response of the company to the problems of the air hostesses, getting long time for promotions, and short hierarchy are the some of the Working environment — Organizational Characteristic's elements that dissatisfied the air hostesses about their career. With that. Finally the suggestions and recommendations were given to improve the job satisfaction of air hostesses to reach the ultimate target of Sri Lankan Airlines.
An Analysis of the Relationship between Human Resource Management Practices and Employee Retention in Hotel Industry (With special reference to Star class hotels in Western province)
(Uva Wellassa University of Sri Lanka, 2015) Bandara, S.J.M.E.K.S.
The hotel industry is one of the emerging industry in Sri Lanka which plays a significant role in Sri Lanka's economy. The principal challenge in the majority of industry organizations face is to retain employees for a long period of time within the intensive competitive environment. Human resource management practices are primary and crucial factors which cause to employee retention and effective Human Resource Management practices assist organizations to retain their valuable employees. Therefore, the main objective of this study is to explore the relationship between human resource management practices and employee retention and to identify highest and least influential factor on employee retention. Four dimensions of human resource management practices: recruitment and selection, training and development, performance appraisal, and compensation and incentives were used for the study. The sample size is 120 permanent operational level of employees in hotel industry. The total of 120 questionnaires were distributed to permanent operational level of employees in hotel industry and they were used for data analysis procedures. The data were analyzed by using Pearson correlation coefficient and Multiple linear regression techniques. The results denoted that all four dimensions of human resource practices (i.e. recruitment and selection, training and development, and compensation and incentives) had a strong positive relationship on employee retention. And compensation and incentives was the highest influential factor while training and development was the least influential factor on employee retention. Finally, this study suggested that management of hospitality sector needs to pay more attention on human resource management practices which makes satisfy employees and which cause for retain in the organization. Keywords: hotel industry, human resource management practices, employee retention
Analysis of Tourism Destination Competitiveness in Nuwara Eliya Region; from Supplier Perspective
(Uva Wellassa University of Sri Lanka, 2018) Karunarathna, H.D.C.M.
Destination is important factor that determine the number of visitation of tourists to the area as the choice of destination selection for holiday. Tourism will achieve a profitability position on the tourism market if destination recourses are managed duly and if a destination is advisable of gaining and maintaining competitive advantages. According to the Sri Lanka Tourism Development Authority (SLTDA) statistical report 2016, tourist occupancy rate in high country gradually increased from 2005 to 2016, by 36.6%-75.24%. As well as Nuwara Eliya and Rathnapura are major tourism destination in high country. This study mainly focuses on analysis of existing destination competitiveness in Nuwara Eliya Region to identify the tourism potential and future improvements from supplier perspective. The model has been developed based on the five destination attractive determinants in tourist destination. According to the model investigate that the Destination competitiveness is the dependent variable and under that there were five sub independent variables, inherited resources, created resources, supporting factors, destination management, and situational conditions. This study is useful to tourism stakeholders and industry managers / personnel as well as it serve as a guide for other destinations seeking to understand their competitiveness. Research is mostly based on Primary data and researcher used convenience sampling method was used to collect the data from the 50 tourism industry stakeholders who are in the Nuwara Eliya region. Data were analyzed by using SPPSS. Descriptive statistics, Pearson correlation analysis and the multiple linear regression analysis were used to analyze the data. The results revealed that destination management and situational condition are existing destination attractive determinants in Nuwara Eliya region .as well as there is a positive relationship between destination attractive determinants and destination competitiveness in Nuwara Eliya region and created resources are the most significant destination attractive determinate out of the five determinants Key words: Destination attractive determinants, tourism industry stakeholders, Destination competitiveness
An Analysis on Solid Waste Management in Hotel Industry (With Reference to Four & Five Star Hotel in Colombo District)
(Uva Wellassa University of Sri Lanka, 2013) Nuwan, D.M.V.
Solid waste management is one of the serious, complex and challenging problems in developing countries and some organizations have identified it as a strategic way of addressing environmental and social concerns. Many researchers have identified the contribution of management level employees towards the implementation of waste management practices. But it has ignored the operational level employee contribution in their studies. Therefore, this study focused to evaluate the contribution of operational level employee contribution to develop waste management programs in five & four star class hotels. There are three main objectives as to identify waste management practices in five star & four star hotels in Sri Lankan context, to understand the attitudes of operational level employee toward waste management program and to identify operational level employee contribution to waste management practices. The data was collected from five star and four star hotel employees. The interview method and questionnaire method was used to collect data and bath qualitative and quantitative methods were to analyze data. Conceptual model was developed based on employee attitudes towards seven waste management practices which were taken as independent variable and the dependent variable is taken as solid waste management programme. Quantitative data were analyzed by using Kruskal wall test and descriptive analysis and Qualitative data analyze by using descriptive statistics. Research finding were emphasized that they have a positive attitude towards waste management practices even though they doesn't rewarded. Furthermore it revealed that still the hotels in Colombo region are not highly focuses in new waste management practices such as 7R system mean while still they use 3R, 5R concepts.
Analysis the Level of Competency of Hospitality Employees from Industry Perspective: Gap Analysis Reference to Graduates and Non-Graduates
(Uva Wellassa University of Sri Lanka, 2014) Nicholas, S.R.B.
People are one of the most important resources for businesses throughout the world. This is particularly true with respect to a service-intensive sector such as hospitality. It is only through focused developmental support of all staff with an emphasis on high-quality and high-competencies that the hotel industry can reach its full business potential. Therefore competencies and quality of staff are among the most important factors in sustaining the competitive success of the hotel. The main aim of this study is to reveal the extent to which programs and education system meet the prerequisites of the tourism industry regarding competencies of diploma holders, school leavers and graduates. The Sample population for this research was managerial employees who working in star rated hotel in Colombo district. For this survey, data were gather using questionnaire and interviews within selected sample of organizations. Mean, Independent t-test, and One way ANOVA used to. measure statistical findings. Alpha test proved that questionnaire was reliable. According to the findings diploma holders having low competency gap than graduates and school leavers. Managerial employee's age and working years in the industry having effect on the expected competency level. Diploma holders were showed high level of skills and competencies than the graduates and school leavers.
An Analyzing of Factors that Attract Tourist Guides and Their Job Satisfaction (With Reference to Southern Province Sri Lanka)
(Uva Wellassa University of Sri Lanka, 2013) Nupehewa, D.T.
This study seeks to determine the factors that attract tourist guides and their job satisfaction with reference to Southern province Sri Lanka. Job satisfaction is a significant thing of any professional worker in any type of industry in the world because that would be impacted to the personal life of them and quality of the product or service they offer as well. The research problem was why there is a different in job satisfaction of tourist guides work in the same industry and the objective of the study was to find the impact of attracting factors to the Job satisfaction of tourist guides. The 60 registered tourist guides those who are working in Southern province Sri Lanka were selected as the sample out of the population of 595 registered tourist guides in southern province by use Convenience sample technique. The data were collected and measured by five point likert scale method further more collected data were analyzed by using!uni variant (descriptive), bi variant and multi variant statistic. Overall output of Job 'Quality, Personnel preference and Skills & abilities positively impact to the job sa'I' isfaction but financial benefits, Local Tourism Industry and Limited option were negatively impact to the job satisfaction of registered tourist guides of Southern province of Sri Lanka.
Analyzing the Factors Influencing the Choice for Themed Wedding Packages (With Special Reference to Colombo City)
(Uva Wellassa University of Sri Lanka, 2014) Wickramathilaka, K.W.A.D.N.
This research study explores the factors that are motivated to choice for themed wedding packages, especially focus on the Sri Lankan wedding couples in Colombo city. Among other cities in Sri Lanka, Colombo city is vast market for themed weddings. Wedding is one of the personal events in event industry. At the past wedding is organized by wedding couples without any event planners. With the time event planners are involved to make successful wedding with new ideas. Themed wedding concepts add to event planning industry with globalization. Today sea, butterfly, nature, tradition of Sri Lanka or even a simple color schemes are some of main subjects for themed wedding concepts which are popular in Colombo city. However, yet researches are very insignificant on these areas based on an analysis of the factors selecting themed wedding packages with special reference of Colombo city. Therefore, this study touches the nature of themed weddings, especially factors that are selecting themed wedding packages based on local wedding couples. Quantitative methodology has been used as the primary data collection with simple random sampling. Then seventy five wedding couples from Colombo district are selected from fifteen wedding planner organization in Colombo city. Self-administered questionnaires from wedding couples were collected and analyzed by descriptive analysis, ranking analysis and exploratory factor analysis using SPSS 21 software. The research findings revealed that personal and promotional factors were the most important factor for the choice of themed wedding packages. Furthermore, perceptions of themed wedding couples on wedding planning organizations are highly agreeing with the importance of wedding planner's service.
Analyzing the Foreign Passenger Satisfaction on the Facilities Available at Bandaranayake International Airport (BIA)
(Uva Wellassa University of Sri Lanka, 2016) Uduwara, N.
This study aims to investigate passengers" facility quality satisfaction of the Bandaranaike International Airport (BIA)- as the satisfaction would affect the number of future travelers to Sri Lanka. .After determining a list of known factors affecting airport facility quality, passengers" satisfaction survey was carried out at the departure lounge of the BIA. Based on the collected data, a passenger satisfaction rating was compiled reflecting the users" level of satisfaction of the BIA facilities. Apart from identifying the most important factors on airport facility quality, it was also shown that what are the most significant facilities expect by a passenger while revealing the current satisfaction.
Analyzing the International Tourists’ Destination Image Perception on Colombo City as a City Tourism Destination
(Uva Wellassa University of Sri Lanka, 2016) Wimalarathna, K.D.A.
In tourism industry, the competitiveness among tourism destinations has become highly demanding. Niche tourism refers to approach that well-defined tourism product tailored to meet the interests of a particular tourist segment. And city tourism integrates many niche tourism segments together. Hence most cities of the world have already become the paramount tourism destinations. A large amount of existing and emerging cities are competing to enhance the destination image perception in order to attract more international tourists. Research. objective is to identify the potentials to promote Colombo city as a city tourism destination by analyzing the international tourists' destination image gap on Colombo city attributes. According to the Morgan table, a sample of 382 international tourists who visited Colombo city during the month of June 2016 were selected to conduct this survey by using convenience sampling technique. A descriptive survey among the international tourists was conducted with a structural questionnaire. EPI format (modified SERVQUAL) was used to obtain data from the respondents and to analyze the international tourists' destination image gap and the overall satisfaction rating regarding the Colombo city attributes. The numerous potentials have been identified which will be in capable of promoting Colombo city as a city tourism destination. And results suggest the importance of the new product development and service designing, service quality improvements, global promotional campaigns with the collaboration of social media marketing tool and government intervention to reduce the destination image gap and to enhance the tourist satisfaction.
Analyzing the Potentials of Promoting Rail Cruise Tourism in Sri Lanka; with Special Reference to Up-Country Rail Line
(Uva Wellassa University of Sri Lanka, 2015) Kapugeekiyanage, K.W.P.
Up country rail line is a unique rail line which the journey starts at 14 feet elevation at Colombo and then ascends to the summit level of 6226 feet above sea level. The length of the railway line from Colombo to Badulla is about 180 Miles and enriches with beautiful sceneries. In terms of engineering marvel and scenery, this line - especially the UVA railway line from Peradeniya via Gampola, Ulapane, Nawalapitiya, Nanu- Oya, Ambewela, Ohiya, Idalgashinna, Haputhale, Diyathalawa, Bandarawela, Damodara and Hali-Ela to Badulla is considered to be one of the finest train journeys in the world. Therefore, this study aimed to identify the potentials to promote luxury rail cruise tourism in up country rail line in order to attract more tourist through novel tourism strategies. Specific objectives include examining the possibility of developing rail cruise tourism in Sri Lanka and what are the main challenges of implementing rail cruise tourism in Sri Lanka. For this mixed-method research, Key Informant Interviews were conducted with the officer at Sri Lanka Railway officers and Sri Lanka Tourism Development Authority to collect qualitative information while a survey with 100 tourists was conducted to collect quantitative information essential for the study. The respondent was selected based on Convenient Sampling and a structured questionnaire were sued to collect the data. Mainly, descriptive statistics and thematic analysis were used to accomplish the objectives of the study. The result of the study revealed that Sri Lanka has potentials to promote rail cruise tourism and tourists had a positive perception about rail cruise tourism in Sri Lanka. However, results also reveal that there is a number of barriers related to infrastructure, organizational and technological barriers in relation to promoting rail cruise tourism in Sri Lanka. In conclusion, the study emphasizes the possibility of promoting rail cruise tourism in Sri Lanka and hence government intervention to resolve the barriers related to rail cruise tourism is highly recommended. Keywords: Rail-cruise tourism, Niche tourism, Sri Lankan railway, Sri Lanka Tourism
Assess Service Quality and Tourist Satisfaction in Hotel Industry with Special Reference to Pasikuda Hotels
(Uva Wellassa University of Sri Lanka, 2014) Aasath, Y.M.
The Assess service quality on the customer satisfaction has become internationally interesting topic. Several research investigate the impact of service quality on customer satisfaction in service industries. Many research 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 research will closing the gap by examines the service quality on the customer satisfaction in the hotel industry. This study focus on five service quality dimensions. They are tangibles, reliability, responsiveness, assurance and empathy. The tangible aspects of service quality comprise all that the client can see, touch, hear, and smell when the services are delivered. It includes not only the physical output of the service, but also the physical facilities, the equipment, and the appearance of personnel. Firms should consider facilities design and promote a positive employee image to current and prospective clients. Thus, tangibles basically involve physical facilities, equipment, and appearance of employees. On the other hand, reliability means the ability to perform the promised service dependably and accurately, while responsiveness refers to the willingness to help customers and to provide a prompt service. Assurance is the knowledge and courtesy of employees and their ability to inspire trust and confidence. Finally, empathy means the caring and attention provided to customers. Based on this service quality dimension 80 questionnaires were filled by the guests who stay in selected pasikuda hotels. Hotels were selected based on the Sri Lankan accommodation guide and questionnaires issued based on the number of rooms available in the hotels. The results are reported and confirmed that the service quality impact on customer satisfaction in hotel industry and how tourists satisfied, with the service offered in pasikuda hotels. It appeared that there is an impact of the service quality on the customers' satisfaction in hotel industry. Furthermore if the hotels are practicing the service quality core principles the guests are almost satisfy with tangible, assurance and empathy dimension services and guest moderately satisfy with reliability and responsiveness dimension services in pasikuda hotels. 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.
Assessing the Effect of Service Quality on Revisit Intention of International Tourists; The Role of Tourist Satisfaction (With Special Reference to Resort Hotels in Galle District)
(Uva Wellassa University of Sri Lanka, 2016) Dilruksha, V.N.P.
Sri Lankan tourism industry is rapidly growing after the war period. According to the Sri Lanka tourism development authority statistics, Sri Lanka reached highest tourist arrivals and it was about more than one million tourists. In this context, this study was investigated assessing the effect of service quality on revisit intention of international tourists through the role of tourist satisfaction with special reference to resort hotels in Galle district. The researcher has selected five resort hotels in Galle district and data was collected from 100 guests who visited those five resort hotels. Convenience sampling method was used as a sampling technique. The data was collected by using close ended questionnaire. The SERVQUAL model has been used to measure the service quality. Descriptive statistics, correlation, regression and mediator assessment were used to analyze the data with the support of SPSS 21.0 version. Descriptive statistics has implied existing level of service quality and revisit intention. Correlation analysis has exposed strong positive relationship between service quality and revisit intention as well as customer satisfaction. Mediator assessment is used to identify the relationship between service quality and guest revisit intention through the mediation of customer satisfaction. Since the study found that the service quality is a key driver of customer satisfaction in the resort hotels in Galle district. It is recommended that the management of hotels should be clearly considering service strategies in improving upon customer satisfaction. In that case management should consider the training programs for employees to develop their knowledge, skills and competencies further it will indirectly influence on the performance of the hotels. In addition, hotel industry has to engage global trends and new technologies to expand the potential market and to reach the new markets.
Assessing the Guest Perception of Service Quality in 98 Acres Hotel in Ella
(Uva Wellassa University of Sri Lanka, 2014) Sanjeewani, R.H.T.
The importance of service quality for business performance has been recognized in the literature through the direct effect on customer satisfaction and the indirect effect on customer loyalty. The main objective of the study was to measure hotels' service quality performance from the customer perspective. To do so, a performance-only measurement scale (SERVPERF) was administered to customers stayed in 98 Acres boutique hotel in Ella. Although the importance of service quality and service quality measurement has been recognized, there has been limited research that has addressed the structure and antecedents of the concept for the hotel industry. The clarification of the dimensions is important for managers in the hotel industry as it identifies the bundles of service attributes consumers find important. The results of the study demonstrate that SERVPERF is a reliable and valid tool to measure service quality in the hotel industry. The instrument consists of six developed dimensions, namely "tangibles", "responsiveness", "empathy", "assurance" and "reliability""Food and Beverage". Hotel customers are expecting more improved services from the hotels in all service quality dimensions. However, hotel customers have the lowest perception scores on empathy, reliability and responsiveness. In the light of the results, possible managerial implications are discussed and future research subjects are recommended.

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