Tourism is the sum total of the phenomena and relationships arising from travel and stay of non-residents, in so far as they do not lead to permanent residence and are not connected with any earning activity [1]. It is acclaimed to be one of the world’s biggest revenue generating industries accounting for billions of dollars and thousands of jobs. In over 150 countries, tourism is one of five top export earners, and in 60 countries it is the number one export. It is the main source of foreign exchange for one-third of developing countries and one-half of world’s Least Developed Countries, according to the United Nations Conference on Trade and Development [2]. The United Nations World Tourism Organization forecasts that the number of international tourist visits will nearly double from 880 million in 2009 to 1.6 billion by 2020.

Increasing the involvement of local communities, especially the poor, in the tourism value chain (including the recruitment and training of local unskilled and semi-skilled staff, and purchasing directly from local businesses) can contribute to the development of local economy and poverty reduction. Making tourism more sustainable can create stronger linkages with the local economy, increasing local development potential [3,4].

The evaluations of both attractions and levels of service quality (supply side) are regarded as crucial in determining overall tourist satisfaction (demand side) [5]. The aims of the present study included:

1. Enquiring tourist satisfaction with the various facilities available within and around the lake.

2. Enquiring tourist perceptions regarding measures to be undertaken for improving the environmental quality of the lake.

Study area

Dal lake is a Himalayan urban valley lake in the north east of Srinagar – the summer capital of Jammu Kashmir. It is situated at an altitude of 1583 m above the mean sea level and lies between 34°5ʹ-34°9ʹ north latitudes and 74°51ʹ-74°53ʹ east longitudes. The lake is having four basins- Hazratbal, Bod-dal, Gagribal and Nagin. The Hazratbal basin has an islet in the centre locally known as ‘Rup lank or Char Chinari’ and the Bod-dal basin also an islet in the centre with plain trees and is known as ‘Sona lank’. Presently, the lake is believed to have an area of 11.4 km² with a maximum depth of 5.4 m according to Lakes and Waterways Development Authority, Srinagar. But as per the recent estimates by Department of Ecology, Environment and Remote Sensing (Government of JandK), the open water area of the lake has been computed to be 21.5 km² using Quick Bird satellite images (Figures 1 and 2).

Figure 1: Satellite image of the study area – Dal lake.

Figure 2: Dal lake during summer and winter seasons.

The lake is fed by a stream Telbal nalla from north which brings water from Dachigam National Park. It supplies about 80% of the water to the lake. A small canal “Nalla Amir Khan” connects the Dal with Anchar lake through Nagin and acts as an additional outflow channel. The total catchment area of Dal lake is about 317 km² and can be divided into 5 sub catchments. The major one is Dachigam-Telbal catchment which alone is spread over 228 km², constituting about 72% of the total area.

There are reportedly 775 houseboats and 328 boats ‘shikaras’ present in the lake (Figure 3). A houseboat provides the unique experience of living on the water. For nearly a century, houseboats floating on the Dal lake have drawn millions of visitors from across the world to Srinagar. These attractions and experiences within the lake are a source for drawing in large number of tourists.

Figure 3: View of Dal lake with ‘shikaras’ (tourist boats) in the foreground and row of Houseboats within the waterbody.

In order to acquire the objectives of the study, data was collected from both primary and secondary sources. Literature was reviewed and relevant information pertaining to the study was extracted. The questionnaire was drafted which covered a range of questions relating to the nationality, gender profile of the interviewee, tourist satisfaction with the available facilities, and the general consciousness of environmental cleanliness. The questionnaires were filled on the spot. In addition, data regarding the tourist flow was acquired from Directorate of Tourism (Government of Jammu and Kashmir), Srinagar. The data collected through questionnaire and from secondary sources was analyzed and suitably interpreted.

More than 100 respondents covering various demographic profiles were interviewed using questionnaire survey. However, 82 questionnaires were found to be suitable for data analysis. The following observations are based on the primary data collected in the form of questionnaires.

Tourist profile

The background detail of the interviewed tourists is provided in Tables 1-8. After analyzing the data, it is found that only a small percentage of the tourists visiting Dal lake were foreigners. Out of 82 respondents, 59 (49%) were Indian, 6 (7%) were from developed countries and rest of the tourists were locals from distant places. Among the foreign tourists encountered during the study, 33% each were from Canada and Sweden, 17% each were from Russia and Japan. During the study, it was found that 62% of the respondents encountered were male individuals while as females constituted only 38%. The tourists visiting the lake were in the age group of 21-30 (48%) followed by age group of 31-40 (34%). The other tourists visiting the lake were in the age groups of 11-20 (5%), 41-50 (11%) and 51-60 (2%). Thus it can be observed that the people visiting the lake mostly comprised of individuals in the age class 21-40 years (82%). As far as their occupation is concerned, the tourists visiting the lake were mostly found to be employees (49%) while as businessmen constituted 22%. The other tourists (29%) visiting the lake were mostly students and other professionals. It was found that most of the people coming to Kashmir who visited the lake (comprising 90%) had come as tourists to enjoy the beauty of the valley. Only 4% and 6% of people respectively were visiting for the purpose of studies and other purposes including jobs, etc. Tourists visiting the lake had mostly come in groups with varying number of individuals in the group. Majority of the group sizes varied from 3 to 10 individuals. Tourists visiting the lake were mostly accompanied by their family members (71%). A small percentage of tourists had come with their friends (18%) and colleagues (11%) to enjoy the trip.

Table 1: Nationality of Tourists.

Table 2: State-wise composition of Indian tourists.

Table 3: Gender composition of interviewed tourists.

Table 4: Age grouping of tourists.

Table 5: Occupation of Tourists visiting Dal Lake.

Table 6: Purpose of tourists for visiting the Valley.

Table 7: Relationship with the accompanying personnel.

Table 8: Group size of the tourists visiting Dal lake.

Facilities available for tourists

Most of the tourists visiting the lake i.e., 61% availed local transportation to visit Dal lake and other places. A significant proportion of visiting tourists utilized personal transport (39%). 16% of tourists reported scarce availability of transportation while as 84% tourists reported that transportation was easily available. 2% of the tourists reported that the prices charged were low, while as 18% of tourists reported it as too high and for rest of the 80% tourists, the prices charged were moderate (Table 9).

Table 9: Tourist perception and preferences for various facilities.

83% of tourists reported that the accommodation was easily available; however, rest of the 17% tourists reported it as being scarcely available. It was found that most of the people visiting lake preferred to stay in hotels (54%) and houseboats (33%) (Figure 4). Only few among them (13%) preferred other places of stay. As far as prices charged for accommodation is concerned, it was found that only 1% of the tourists felt that the prices charged for accommodation were low, for 17% it was too high and for rest of the 82% tourists the prices charged were moderate.

Figure 4: Houseboats (left) in Dal lake serve as the prime attraction offering a heartfelt stay.

Satisfaction of tourists with various facilities

When asked about satisfaction with the various facilities available at the tourist destination, it was found that 93% tourists were very satisfied while as 7% of tourists were not satisfied and desired improvements. For 39% tourists, the quality of food was average while as it was good for 47.56% and 12.19% of tourists felt that the quality of food was excellent. However, 1.21% of tourists believed that the quality of food was poor. Cleanliness of an area is believed to be important for tourism promotion. If an area is clean, it will attract tourists in huge numbers. During the survey it was found that 21% of tourists were unsatisfied with the cleanliness of the area and wanted efforts from people and authorities to improve the cleanliness. It was found that 66% of tourists were satisfied and 13% were very satisfied with the cleanliness and did not feel any need for improvements is required.

It was felt by 96% of the tourists that the host people were hospitable. However, 4% of interviewed tourists felt that people were inhospitable. Most of the tourists (84%) felt that the behavior of the host people was good. 12% felt it as moderate and only 4% of tourists felt that the host behavior was bad and desired host people to change their behavior (Table 10).

Table 10: Satisfaction of tourists with various facilities.

Tourist revisit intentions

From the survey it was found that 43 percent of interviewed tourists had visited the lake many times before and because of the beauty of the lake they were visiting the lake again. 57 percent of the tourists were visiting the lake for the first time and expressed their desire to visit the lake again in near future. On analyzing the data, it was found that 100% of the tourists had a desire to re-visit the Dal lake in near future (Table 11).

Table 11: Tourist revisit intentions.

Analysis of the primary data collected during the survey revealed that:

• Most of the people were satisfied with the various facilities available at the present moment in terms of accommodation, transportation, food, etc.

• Although most of the tourists were found to be satisfied with the cleanliness but improvements in and around the Dal lake were deeply felt by some tourists for fully acquiring nature satisfaction and connectedness with the lake.

• All tourists expressed their positive feelings for visiting the lake time and again.

Suggestions put forward by tourists for improving cleanliness and tourism of the lake

In addition to enquiring about the perceptions and satisfaction of tourists with various facilities, they were also asked to give their valuable suggestions for improving tourism and cleanliness of the lake. 9% of the tourists, however, did not provide any response to this query. It was found that some of the tourists were satisfied with the present condition of the lake however some desired that the present condition should get improved so that it may attract large number of the tourists to the lake. The various suggestions put forward by tourists include:

• More garbage disposal units should be placed in the ‘shikaras’ (boats), houseboats and around the periphery of the lake so that the solid waste generated is disposed off properly and is not thrown in or around the lake. This will help in maintaining the beauty of the lake so that more of the people are attracted towards the lake.

• In order to improve cleanliness of the lake, some of the tourists opined that the number of tourists visiting the lake should be reduced.

• To counter the dominating weeds in the lake, machines should be used by the Lakes and Waterways Development Authority to reduce the abundance of weeds. This will add to the aesthetic value of the lake (Figure 5).

Figure 5: Massive proliferation of weeds leads to decreased aesthetic quality and depreciation of the lake.

• People should behave responsibly and cooperate with the concerned authorities.

• The internal sections of the lake are unclean and should be properly cleaned because it affects the overall characteristics of the lake.

• Use of plastic bags should be strictly monitored. Instead of plastic bags, paper bags should be used.

• More recreational facilities should be provided to the tourists.

• Although the prices for transportation and accommodation (including for shikaras) has been fixed by the government but tourists complained of being over-charged because of lack of awareness. Strict measures should be taken on this issue (Figure 6).

Figure 6: Rental charges for hiring of boats ‘Shikaras’ are fixed by the Government for the ease of tourists.

• In addition to the above suggestions few of the tourists were also of the opinion that native people should change their behavior towards tourists so that they can feel homely environment and revisit the valley time and again. Educated people should act as guides for tourists.

• One of the suggestions put forward for improving tourism in the lake was stated as improving the safety of tourists by maintenance of peace in Jammu Kashmir so that more numbers of tourists can come for visiting the lake and enjoying its serene beauty.

Tourist inflow

In addition to primary data, secondary data regarding the inflow of tourists in the valley was obtained from the Department of Tourism (Government of JandK) from the year 2005 till November 2013 under RTI Act, 2005. From the data obtained, it was found that there has been a decrease in the arrival of tourists in the valley during 2005 to 2006 but there-after there was an increasing trend in the arrival of tourists upto 2011 with a slight dip in numbers in 2012 and 2013 compared to the year 2011 (Table 12).

Table 12: Tourist inflow to Kashmir Valley from 2005 to 2013.

Analysis of the monthly tourist arrival data over years reveals that tourist activity is mainly concentrated in the months of April to July indicating them as the peak tourist activity months (Tables 13-15).

Table 13: Monthly inflow of tourists to Kashmir valley from 2005 to 2007.

Table 14: Tourist inflow to Kashmir during 2008–2010.

Table 15: Tourist inflow to Kashmir, 2011–2013.

From the study it was apparent that the tourists mostly expressed their satisfaction with the various facilities they came across. The choice of destination and the decision to return is mainly influenced by the tourist satisfaction, forming an important component in the successful destination marketing [6], and therefore, should be one of the primary focus by tourism management authorities [7-9]. Quality in tourism industry is a global concept which has been applied to tourist destinations, regions or nations as well as individual enterprises like hotels, travel agents, etc. [10].

Maximum numbers of tourists were found satisfied with the transportation facilities of the area. It has been stated by Honey [11] that the ease and accessibility of transport has spurred the wide spread growth of tourism. Transportation links the various destinations.

To qualify as a tourist, according to World Tourism Organization, a tourist must spend at least one night in the destination visited, and thus the availability of some kind of accommodation plays a central role in satisfaction of a tourist to the destination. From the survey, it was found that tourists mostly preferred hotels and houseboats as a means of their accommodation and it was found that maximum numbers of tourists were satisfied with the accommodation (availability and rentals). According to Angappapallai and Shanmugasundram [12], the level of guest satisfaction achieved in an area with regard to its accommodation facilities will in large measure determine the total success of any tourism development programme.

Behavior of the host people was felt to be good and a good behavior and hospitability can have an impact on tourists visiting a destination. It has been found that residents may be instrumental in discouraging the industry by opposing it or exhibiting hostile behavior towards tourism advocates or tourists [13]. Also according to Adams [14], the satisfaction displayed by tourists depends on the extent to which a person feels they are treated fairly.

Most of the visitors expressed their satisfaction with the cleanliness of the lake excepting few of them who wanted improvements so that the destination will attract more number of tourists. Akin et al. [15] and Lalnunmawia [16] suggest that unclean environment would lure too many possible illnesses and less pleasant situations which could decrease the level of satisfaction. Authorities are supposed to improve the level of cleanliness and hygiene at the destination. It includes improvements in terms of existing drainage system and cleanliness of the area. Issues related to cleanliness and hygiene is certainly a common issue in most tourist destinations. Therefore, firm actions by the authorities need to be undertaken including the enforcement of laws and hefty fines to make sure all parties are concerned in keeping the destination clean and convenient for everybody.

The lake was found to witness tourists within its carrying capacity. This will prove beneficial in long run as large numbers of tourists can be regulated to visit the lake. If proper management is done then it can help in creating a sustainable eco-industry. Creating a local tourism industry is not a daunting task, but making tourism really “fit” the community requires work. Creating a successful and sustainable tourism industry is like creating any successful and sustainable economic activity. It takes vision, planning, and work.

For improving tourism or enhancing ecotourism in the lake, following suggestions are put forward for consideration by relevant stakeholders:

• Environmental cleanliness and proper disposal of the waste (solid as well as wastewater) should be the focus of the management authorities because deterioration (in the aesthetic quality as well as water quality) can lead to the depreciation of the lake and thus can strongly affect the livelihood of the people associated with the lake through tourism directly or indirectly.

• More waste disposal bins with on spot segregation possibility should be placed in the boats (shikaras), houseboats and around the periphery of the lake so that solid waste generated in and around the lake is properly disposed off. This will increase the aesthetic value of the lake environs and more people will be attracted towards the lake.

• Maintenance of service quality should be assured for development of trust amongst tourists so that they are attracted more towards the lake. This will in turn enhance the tourism of the lake.

• Infrastructure should be developed in an environmentally sensitive manner to cater to the tourist inflow. Globally approved and successful sustainability designs should be incorporated in the development of tourist service sector.

• Tourists should be encouraged to avail local transportation so that the local economy is boosted and more people are encouraged in investing in ecotourism service providing economy.

• Since more than 70% of tourist groups comprise of families, therefore, availability of substances of abuse like alcohol should be strictly banned, and also to show as a mark of respect for the Muslim host locality. This will reduce any untoward potential incidents of hostility of host people towards tourists.

• About 40% of tourists feel that the quality of food is average (although 47% believe that quality is good), proper food quality should be ensured by the Health Department officials of Srinagar to raise the perception of the availability of good quality food to the tourists.

• The secondary data available with the Tourism Department casts some doubts about its genuineness because the supplied data shows increased tourism during the unrest or Kashmir uprising of 2008 and 2010 when the whole valley was under curfew continuously during tourist seasons. Therefore, proper data record keeping should be made possible by the JandK Tourism Department.

• Discharge of effluent wastewaters into the lake should be entirely stopped (Figure 7).

Figure 7: Wastewater effluent outfall from STP Hazratbal into Dal lake (see the massive growth of algae).