Tourist Satisfaction Study in Ernakulam

• The dissertation analyzes tourist satisfaction in Ernakulam District and provides insights for destination management.
• The study was submitted to Sacred Heart College (Autonomous) in Thevara, Kochi, 682 013.
• It fulfills the requirements for a Bachelor of Commerce degree.
• The dissertation was guided by Ms. Reenu Maria Vinod, Assistant Professor, Department of Commerce, in March 2025.
• The project declares that the work is original and has not been submitted elsewhere and that is a bonafide work done under supervision of Ms. Reenu Maria Vinod
• It certifies the dissertation as original work by Archana R Nair, Mohammed Sahal Ismail, and Yumna Najeeb, supervised for the Bachelor of Commerce degree from Mahatma Gandhi University, Kottayam (2022-2025).
• The authors express gratitude to supporters, especially Ms. Reenu Maria Vinod, Commerce Department teachers, families, colleagues, friends, participants, and organizations.

Index

• Chapter 1: Introduction, pages 1-7
• Chapter 2: Review of Literature, pages 8-12
• Chapter 3: Theoretical Framework, pages 13-25
• Chapter 4: Data Interpretation, pages 26-35
• Chapter 5: Findings, Suggestions, and Conclusion, pages 36-41
• Bibliography is on page 42
• The appendix is on pages 43-46

List of Tables

• Gender of Respondents is on page 26
• Age of Respondents is on page 26
• Place of Origin of Respondents is on page 27
• Daily Budget of Respondents is on page 29
• Inherited and Created Resources is on page 31
• Tourism Environment is on page 32
• General Infrastructure is on page 33
• Qualifying and Augmenting Factors is on page 34
• Destination Management is on page 35
• Overall Satisfaction Based on Key Variables is on page 35

List of Figures

• Purpose of Visit of Respondents is on page 28
• Duration of the Stay of Respondents is on page 28
• Daily Budget of Respondents is on page 29
• Annual Travel of Respondents is on page 30
• Knowing About Ernakulam as a Tourism Destination of Respondents is on page 30
• Type of Accommodation of Respondents is on page 31

Introduction

• The travel and tourism industry significantly contributes to global economic growth and cultural exchange.
• Tourism provides employment, promotes regional development, and enhances international cooperation.
• Tourism plays a vital role in preserving cultural heritage, protecting natural environments, and encouraging intercultural understanding.
• India attracts millions of tourists annually due to its cultural, natural, and spiritual attractions.
• The tourism sector contributes about 9% of India's GDP.
• Kerala is known as "God's Own Country".
• Kerala offers Ayurveda, eco-tourism, wellness retreats, and traditional art forms.
• Ernakulam serves as Kerala's commercial and cultural capital, blending history, culture, and urbanization.

Tourist Satisfaction

• Understanding tourist satisfaction is crucial for destination development and management.
• Satisfaction leads to return visits, recommendations, and contributions to the local economy.
• Key factors influencing satisfaction include service quality, accessibility, cultural offerings, and a safe environment.
• Destination management includes marketing, infrastructure, services and environmental conservation.
• Sustainable destination management balances tourist experiences with cultural and natural preservation.

Statement of the Problem

• Ernakulam faces challenges like poor infrastructure, cleanliness, inefficient transportation, and unclear information systems.
• Over-commercialization and safety concerns may deter tourists.
• There are limited empirical studies focused on Ernakulam district specifically.
• Evolving tourist preferences emphasize cleanliness, safety, and sustainability.
• The study identifies areas for improvement to enhance Ernakulam's destination management strategies to contribute to economic development and enhance global appeal.

Significance and Objectives of the Study

• The study provides insights to increase Ernakulam's tourism potential and helps with policy formulation and assists tourism stakeholders in developing measures
• It focuses on boosting economic growth, supporting local companies, and promoting sustainability.
• Main objectives include identifying key determinants of tourist satisfaction like service quality and recommending destination management strategies.

Methodology and Scope

• A descriptive research design is used to analyze tourist satisfaction in Ernakulam district using primary and secondary data.
• The study targets domestic and international tourists in Ernakulam and the target population aims to reflects different cultural and regional perspectives.
• A convenient random sampling method is used targeting 100 respondents.
• Data is analyzed using quantitative and qualitative methods.
• The study's scope is the Ernakulam district, focusing on key determinants of tourist satisfaction
• It involves cleanliness, hygiene, accessibility, safety, and cultural and natural attractions, in a short time frame.

Limitations and Organization

• Limitations include sample size, response bias, and seasonal variations.
• Chapter 1 provides the introduction and scope.
• Chapter 2 reviews literature.
• Chapter 3 discusses factors influencing satisfaction.
• Chapter 4 covers data analysis and interpretation.
• Chapter 5 summarizes findings and provides recommendations.

Review of Literature

• Ruggero Sainaghi (2006): Destination management issues are processes rather than content, supporting the DDMM model.
• Heike A. Schanzel & Douglas G. Pearce (2003): Visitors appreciate local culture, experiences, and real touch.
• Radhika PC (2020): Examines how tourism in Kumbalangi village affects cultural and environmental impacts, and economic aspects.
• Douglas G. Pearce (2015): Explores the differences between urban destination management and destination management using New Zealand as a case study.
• Randhir Gopinath (2004): Foreign visitors in Kerala's backwaters had a strong positive relationship between satisfaction and key service criteria except for gender
• Tom S. Chengalath & Ms. Simmy Xavier (2004): Focuses on quality of health services for migrants.
• Muhammad Salim (2023): Kerala's winter tourism from North America and Europe forms the high season.
• Legy Clara Joseph et al. (2022): Explores backwater tourism in Alappuzha and ecotourism.
• Tony C. Mathew (2022): Examines how tourists perceive and feel for Kerala, with culture-based values and sustainable orientation.
• Rafat Beigpoor Shahrivar (2012): Focuses on cultural differences, destination qualities, service quality, and expectations.
• Chaseela Thanikkad & Suresh Kumar (2022): Explores cultural tourism offerings in Kerala to strengthen the offerings.
• Chayanan Kerdpitak & Kai Kh euer (2016): States that customer relationship management, competent staff, the quality of service as well as physical environment, improve loyalty.
• Feba Kurian (2023): Explores the inter-relationship between destination image, tourist satisfaction, and tourism loyalty besides suggesting sustainable practice.
• Marc Stickdorn & Anita Zehrer's (2009): Emphasizes co-creation and customer-centric methods in destination managment.
• Dimitrios Buhalis & Eleni Michopoulou (2011): Discussed the importance of easy accessibility in travel for destinations.
• Manoj Edward & Babu P. George's (2008): Evaluates Kerala's attractiveness using importance-performance approach.
• Sedat Celiks's (2019): Discusses whether tourism is changing tourist's perception through various factors.
• Youcheng Wang et al (2009): Explored the benefits of cooperation in regional tourism through destinations with collaborative approach.
• Simone Abram et al (2021): Looks at tourist attachment through travellers to other people to other places and to other experiences

Theoretical Framework

• Tourist satisfaction is crucial for economic growth and cross-cultural interaction.
• SERVQUAL model and expectancy-disconfirmation theory is used
• These frameworks address lodging, accessibility, attractions, and destination management.
• This can provide information to stakeholders to improve tourist experiences.

Key Attractions in Ernakulam

• Key place to visit is Fort Kochi and Mattancherry for colonial architecture, the well-known Chinese Fishing Nets, Mattancherry Palace and the Jewish Synagogue
• A recreational spot with a stunning view of the Vembanad Lake is at the backwaters of Ernakulam like Marine Drive
• Ernakulam is home to performances of Kathakali, Mohiniyattam, and other traditional art forms at Cultural Centers and Art Forms
• Multiple Religious Sites hold ancient churches, temples, and mosques like the St. Francis Church which is India's oldest European church
• Modern Amenities contains modern infrastructure, shopping malls, entertainment hubs, and excellent hospitality services

Challenges in Ernakulam’s Tourism Sector

• A challenge remains due to Lack of Awareness and Marketing because the specific offerings of Ernakulam remain underpromoted
• Due to Infrastructure Deficiencies, there remain gaps in transportation, accommodation, and public amenities at tourist spots
• There's a challenge to maintain Cleanliness and Hygiene because waste management, lack of proper public toilets, and littering deter tourists
• Authenticity of popular tourist areas has been challenged due to Over-commercialization
• Tourists, especially International Travelers prefer Safety and Security
• Environmental Sustainability is considered threatened due to Uncontrolled Tourism

Key Concepts and Theories

• One needs to assess effectiveness of fulfilling traveler's expectations according to Tourist Satisfaction Theory
• Measuring service quality through tangibles, assurance, responsiveness, empathy, and reliability is achievable using the SERVQUAL Model of Service Quality
• Internal and external factors affect Push and Pull Theory of Tourist Motivation as travelers require to unwind, discover and admire outward features
• Tourist Satisfaction is directly impacted by levels of natural beauty, cultural legacy, security, and friendliness which make up Destination Attributes and Quality
• Revisit Intentions, Word-of-Mouth Promotion and Destination Branding infulenced the Customer Satisfaction and Loyalty Theory

Research Variables

• The tourist age, origin and travel plans are Tourist Demographics
• Guaranteeing the comfort and safety of the visitor is General Infrastructure
• Coastal areas must take Disaster Preparedness because visitors will seek a lower crime rate or Low Crime Rates and look for Emergency Services
• There must be excellent connectivity by providing easy access with Connectivity of Cochin International Airport
• A faster local transport with Public Transportation can help visitors
• Shuttle services will affect Infrastructure for Last-Mile Connectivity of walkers
• It is essential to have steady Water and power as well as Waste Management and digitalized Internet connectivity

Inherited and Created Resources

• Natural beauty includes beaches like Cherai, verdant backwaters, and lush vegetation
• Tourism products includes Ayurvedic wellness centres, houseboat trips, and well-planned excursions
• Historical and cultural attractions includes Fort Kochi, Mattancherry Palace, and traditional arts like Kathakali
• Lulu Mall shopping and visiting regional markets to buy crafts and spices are opportunities for entertainment and shopping

Qualifying and Augmenting Factors and Tourism Environment

• Basic sanitary facilities is an Essential prerequisite for travel experiences.
• Multilingual support is used as technology-driven factor
• Tourists look for consistent Transportation, dining, Accommodation, and guided tours

Conceptual Framework

• Attraction, Accomodation, Safety, Transport and Food & Beverage all are contributing factors to Tourist Emotional Involvment
• The Tourist satisfaction level is an indicator weather to return

Implications for Destination Management

• To achieve circulation of tourism income to stimulate local entrepreneurship for external market Economic sustainability is helpful
• Destination management will also stimulate local entrepreneurship as Quality Control is assured with high standards
• Diversified Offerings like adventure, culture, and eco-tourism may lessen over-tourism
• More tourists that are disabled are guaranteed Accessibility and Inclusivity
• Revenue generation results from direct spending
• Business development can be ensured for small companies

Tourism Mitigation

• Visitors limits ensure Balancing tourist numbers while maintaining the environmental
• Off-season activities ensures peak times seasonality and helps businesses stabilize their income in Seasonal Tourism
• Community members and tourist can share cultural events for Local engagement and Cultural sharing
• Destination Branding is improved with better and proper Destination branding and Targeted marketing when reaching maximum resources
• Efficiency in roads and water is key for resources ,like natural emergencies and calamities for Crisis Management.

Conclusion

• Tourist can help add to various destination like Ernakulum and it is important to help improve these areas.

Data Interpretation: Introduction

• Tourism contributes significantly to economic and cultural development of the region and Understanding tourist satisfaction is vital for good destination management
• Providing actionable findings can help supports sustainable tourism improving visitors' experiences

Demographic Profile Analysis

• 51% of the respondents which were mostly males and 49% females, ages below 18 - 2% , 18-25 made up almost 59%, 26-40 amounted almost 25% out of 100.
• Majority of respondents within Ernakulam, approximately comes from within 60% Kerala while around with other International countries by almost 22%
• There's evidence that main reason visitors come here is for leisure 77. Tourism, business came out 13 and the others came. 10%
• Maximum visitors say that day within 3 46% from those that number and all those and the majority

Daily Budget

• From with Rs 100Rs 21000 5000 to 5000 with those with the most visitors is
• The data also finds to the of for it and the to people times times over it people.

Conclusion

• Social media has the best level of advertisement while interpersonal skills has the next best level
• About accommodation data it can be found out that hotels are almost the best types of travel
• This section finds out how to the best possible options here with various different methods

Tourists Satisfaction Analysis:

• This section finds out how the best possible level has given that of satisfaction
• Entertainment with cultural data , they have the and 2 are almost the. That and 8
• What they say that , with almost 308 will be 308 the facilities.
• The most part of 4.4.

Suggestions

• Ernakulam's services must readjusted to cater to a specific crowd instead of just some and ensure that it will be
• Local engagement is required to show case the culture with other nations to
• The Privacy, the people should have high-quality customer that have high-quality options
• Online and offline can go through to build presence.
• Accomodation and Hotels may help enhance the tourist experience
• Improving waste practices, infrastructural gaps, crisis management can boost visitor
• Increase more cultural events to ensure people visit often

Conclusions

• Ernakulam is a hub for tourism with everything that has been made is well and improve for various reason.
• There much improve on with people, such like hotels, the services
• This has the to make to well.