An Empirical Study of Tourists’ Expectations and Tourists’ Perceptions with Reference to Heritages Attributes of Sri Lanka

Abstract

Heritage tourism is the faster growing segment in the modern business environment. This trend is evident in the rise in the volume of tourist who searches journey, historical place, culture and interaction with local people.   The present study evaluates tourist perception of service quality. Data was collected from one hundred and twenty tourists using a structured questionnaire. A 25 item questionnaire measuring satisfaction of tourist with references to the heritage attributes in Sri Lanka. Sample of 120 tourists, Tourist were randomly selected. Gap anlaysis was used to analysise the data the result shows that the dimension of the service quality such Indore facilities has a greater gap, as the customer expectations are high in their perceived service.

Keywords: tourist, satisfaction, service Gap