1Additional General Manager (Tourism), Indian Railway Catering & Tourism Corporation Ltd. (IRCTC), South Zone, 7A, The Rain Tree Place, No-9, Mc Nicholas Road, Chetpet, Chennai-600031, Tamil Nadu, India
2Professor & Nodal Officer, Indian Institute of Tourism & Travel Management (IITTM) (An organization of Ministry of Tourism, Govt. of India), Dumuduma, Bhubaneswar-751019, Odisha, India
*Corresponding author email id: lrkumar1272@irctc.com
The development of tourism has now been through what could be called ‘Phase One’ of its evolution. Across the world, communities and enterprises have begun to practice the art of tourism in the countryside. Practitioners are learning its secrets of success – and the problems of failure. Academics are tracking its progress and debating on its concepts. It has generally been acknowledged that measuring service quality is of great importance as a competitive advantage for service organisations, and enables them to monitor and control the efficiency and effectiveness of their operations and processes. For this reason, Indian Railway Catering and Tourism Corporation Limited attempts to deliver superior service quality to their customers for promotion of tourism. The present study is undertaken to make an empirical analysis of the above.
Tourism, Promotion operations, Communities, Service, Quality, Customers, Efficiency
