Page 135 - RASAS 2025

10 Ruhuna Arts Student’s Annual Sessions (RASAS) -2025
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The Satisfaction of Tourists Regarding the Hospitality of Southern Sri Lanka:
Based on Mirissa Area in Matara District

N.G.N. Shashikala*¹, M.K.Z.P. Dewduni²
Department of Geography, University of Ruhuna
nayanishashikala@gmail.com

ABSTRACT

Sri Lanka, a prime tourist destination, is famed for biodiversity, culture, and hospitality. The Southern
Province, with its beaches, heritage, and wildlife, attracts many travelers, yet few studies examine tourist

satisfaction with Mirissa’s hospitality services. This study investigates the satisfaction levels of tourists with
the hospitality experienced in the Mirissa area, focusing on key influencing factors and identifying the nature
of tourism hospitality. The research is based on a qualitative analytical approach and primary data gathered
through semi-structured interviews with 30 foreign tourists visiting the Mirissa area in Matara during

November -December 2024. Purposive sampling was used to select respondents, who primarily visited for
leisure purposes and stayed for approximately two weeks. The secondary data sources include relevant

literature on tourism and hospitality in Sri Lanka. Findings show a high level of satisfaction among tourists
regarding various aspects of hospitality in Southern Sri Lanka. Key positive factors include diverse
accommodations ranging from budget-friendly options to luxury resorts, affordable and efficient

transportation, and the region's natural and cultural attractions, such as stunning beaches and distinctive
culinary experiences. Tourists appreciated the locals’ warmth and friendliness, along with unique culinary

experiences such as rice and curry, seafood, and hoppers. The study identifies dissatisfaction, especially with
poor waste management and plastic pollution on beaches, as reported by some respondents. Additionally,
certain infrastructural deficiencies, such as inconsistent water and internet facilities in specific hotels, affected

the experiences of a few tourists. The research highlights that Southern Sri Lanka’s tourism hospitality offers
memorable experiences, blending cultural heritage with natural beauty. While tourists report high satisfaction
levels, addressing the identified areas of dissatisfaction, of environmental management and infrastructure

improvement, can further enhance the region's appeal as a premier tourist destination. The study is limited by
a relatively small sample size and short survey period, which may not fully capture seasonal or long-term
variations. Broader investigations covering other coastal areas with larger datasets and quantitative measures

would allow stronger generalization of results. Strengthening waste management, improving infrastructure,
and promoting sustainable tourism are vital to maintain high tourist satisfaction.

Keywords: Hospitality, Sri Lanka, Southern Province, Tourism, Tourist satisfaction

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