Exploring The Role of Customer Satisfaction in Promoting Sustainable Tourism Development: Evidence From Tiruchirappalli District

Abstract

This study explores the role of customer satisfaction in promoting sustainable tourism development in Tiruchirappalli District, Tamil Nadu. With the growing importance of sustainability in tourism, the research examines how service quality, destination attributes, and environmental sustainability practices influence tourist satisfaction and behavioural intentions. A quantitative research approach was adopted using structured questionnaires administered to tourists, with data analysed through statistical tools such as correlation and regression analysis. The findings reveal that service quality, destination attributes, and sustainability practices significantly and positively impact customer satisfaction. Among these, destination attributes such as infrastructure, environmental cleanliness, and cultural heritage emerged as the most influential factor. Furthermore, customer satisfaction was found to strongly influence behavioural intentions, including revisit intention and positive word-of-mouth, thereby contributing to sustainable tourism development. The study concludes that enhancing tourist satisfaction is essential for achieving long-term sustainability in tourism destinations. It highlights the need for an integrated approach combining quality service delivery, infrastructure development, and environmental responsibility to ensure balanced tourism growth.