International Journal of Research and Review

| Home | Current Issue | Archive | Instructions to Authors | Journals |

Original Research Article

Year: 2016 | Month: April | Volume: 3 | Issue: 4 | Pages: 57-61

Performance of State Tourism Hotels in Contradiction of Customer Anticipations

Dr. Girish M. Purani

Associate Professor, Arts & Commerce College, Piparia, Vadodara.


In India, the state- owned enterprises have been serving people for a long time. To promote tourism in state and cater to the needs of people, Government of Gujarat had launched Gujarat State Tourism Development Corporation (GSTDC). The corporation started with hotels at various tourist spots in the state. The state Government launched new tourism policy to serve customers with add- on benefits. In this series, the corporation introduced air- conditioned buses, restaurants, package tours, city visit tours, cultural tourism, wildlife and adventure tourism, pilgrim tourism phase. The restaurants were opened at convenient locations along the major roads to serve the travelers. People gave warm response to these restaurants. One such restaurant 'Toran Hotel' was opened at Saputara, mt.Abusasan, mid-way between Junagadh and Rajkot, two cities of the state. It was launched with an objective to serve customers with high level of hygiene and state. The restaurant has achieved the objective to a large extent. The research is an attempt to determine the performance of Gujarat tourism managed restaurant against customer expectations. A comparison between GSTDC- managed restaurant and was done to measure their performance.

Keywords: Gujarat Tourism, Hotels, customer anticipations, service, performance.

[PDF Full Text]