3.1.1 Dimension wise Analysis
Data on Table 5 shows a SERVPERF score of 7.29 on Assurance dimension which indicates that the
service personnel of Kashmir Valley are competent and well mannered. It’s element-wise analysis
reveals higher satisfactory score on ‘cultivation of friendly relationship with tourists (7.71)’ followed
by ‘experienced and competent tour and hotel escorts (7.53)’. However, least satisfactory score was
reported on ‘willingness to help tourists