| dc.description.abstract | About 800 million people, or about 12% of the world's population, go abroad annually, making
tourism one of the greatest global enterprises. The Himalayan region's nature and adventurebased
tourism has a significant economic influence on West Bengal, India. The Singalila
Range is well-known among tourists and trekkers from all over the world for its distinctive features
and dynamic environment. The modified AHP-SERVQUAL model covering service provision
attributes was studied in the subject of a case study in the Sandakphu Trail, Darjeeling,
India, to determine critical dimensions. The most significant subdimension is deemed to be
promptness of services, while the responsiveness dimension needs the most improvement in
terms of providing excellent service. The discrepancy between tourists' perceptions and satisfaction
with the tourism and services offered in the Sandakphu Trail, which is nestled in the
Himalayan region of India, is critically examined in this topic based on Overall Tourism Satisfaction
Index (OTSI). In order to evaluate the gaps in terms of tangibility, reliability, responsiveness,
assurance, and empathy which eventually leads us to the assessment of the tourism and
hospitality services in the Sandakphu Trail of the Himalayan region of India, this study has
combined the methodologies of the AHP-SERVQUAL model. The OTSI data for the halting
points, i.e., Mane Bhanjang (33.38), Meghma (42.53), Tumbling (67.23), Gairibus (42.14),
Kalpokhri (44.70), and Sandakphu (65.79), demonstrate inconsistencies in the gap in the tourism
services in these locations. As part of an operational research on management, this approach
used in the study provides us with a clear understanding of the quality of tourism
services in a straightforward manner without the need for quantitative data, which will be useful
in proper tourism and hospitality service planning and management | vi |
