Service Quality Dimensions Relationships with Satisfaction among Domestic and Foreign Tourists in Pondicherry

Abstract

Tourism significantly contributes to the economic and cultural advancement of Pondicherry, drawing both domestic and international visitors due to its unique French heritage, coastal aesthetics, and spiritual allure. While international tourism has often been the subject of research, domestic tourism forms the cornerstone of the region's travel economy. This research examines the correlation between dimensions of service quality and tourist satisfaction among both domestic and international visitors to Pondicherry. A total of 186 respondents engaged in the survey utilizing a structured questionnaire. The research utilized a convenience sampling method and conducted descriptive analysis to assess tourists' perceptions of service quality and satisfaction. The results indicate that tangibility, empathy, assurance, reliability, and responsiveness are essential factors influencing tourist satisfaction. Domestic tourists assessed the dimensions of service quality more favorably than foreign tourists, indicating a greater familiarity and comfort with the local environment. For foreign tourists, assurance, reliability, and responsiveness were significant factors contributing to their satisfaction. The study indicates that enhancing service quality via improved infrastructure, staff training, and cultural sensitivity can elevate satisfaction levels among both domestic and international tourists, thereby reinforcing Pondicherry’s status as a favored tourism destination in South India.