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The Application of SERVQUAL Model on Detecting Satisfaction and Behavioral Intention of Eco Tourists: A Study of Sri Lankan Eco Resorts

In: Future of Tourism in Asia

Author

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  • R. S. S. W. Arachchi

    (Sabaragamuwa University of Sri Lanka)

Abstract

The main focus of this research is to find out the reasons for less eco-tourists arrivals to Sri Lanka This study investigates whether service quality practices of eco-resorts are affecting to the satisfaction and behavioral intention of tourists. According to the findings of the study, eco-resort service quality practises have an influence on eco-tourists’ intentions to visit the eco-resorts. If a resort fails to implement them to the level expected by visitors, it will have a negative impact on their satisfaction and behaviour intentions. Tourists will not return to the place as a repeat customer, and they will not suggest it to others. As a result, favourable word of mouth from them is unlikely. The personal touch of service is critical in the tourist and hospitality industries, according to this study. This research findings show the major service quality issues in the eco-resorts, it will be beneficial for eco-resorts operators to think about managerial implications on this matter.

Suggested Citation

  • R. S. S. W. Arachchi, 2021. "The Application of SERVQUAL Model on Detecting Satisfaction and Behavioral Intention of Eco Tourists: A Study of Sri Lankan Eco Resorts," Springer Books, in: Anukrati Sharma & Azizul Hassan (ed.), Future of Tourism in Asia, chapter 0, pages 141-155, Springer.
    • Handle: RePEc:spr:sprchp:978-981-16-1669-3_9
    DOI: 10.1007/978-981-16-1669-3_9
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