ABSTRACT
The tourism and hospitality industry is dominated by intangible, perishable and heterogeneous products and services with a high level of human resource interface. As the foundation of marketing in today's global business scenario it is customer satisfaction that differentiates one product from another. In order to make the customers satisfied and loyal, the hospitality and tourism organisations need to understand the needs, motivation, typology and behavioural attitudes of consumers towards the services and products. Consumer behaviour is treated as a study of individuals, organisations and the processes they use to select, secure, use and dispose of goods, services, experiences and ideas, which are associated with the satisfaction of their needs. Product/service quality, customer loyalty and online behaviour are popular buzzwords used in modern tourism and hospitality businesses. With the growth of the Internet, mobile technology, e-commerce business and varied marketing models that have invaded the tourism and hospitality businesses, comprehending the nature of consumers has become an intricate task.
