Determinants of customer satisfaction across different hotel departments
DOI:
https://doi.org/10.29070/ngz2x733Keywords:
service quality, cleanliness & hygiene, pricing and value for money, Amenities & facilitiesAbstract
A significant contributor to the expansion and competitiveness of hospitality organisations is the level of satisfaction experienced by their customers. Within a selection of hotels located in Bagalkote, Karnataka, this research investigates the characteristics that are most important for customer satisfaction. The study uses a descriptive research method and organized surveys to get information from 100 hotel customers about the following topics: service quality, cleaning and hygiene, price and value for money, and facilities and perks. We used scientific tools like analysis of variance (ANOVA), correlation, and regression to figure out how strong the links were between these factors and customers' happiness. In contrast to the data that show no statistically significant link between price and pleasure, service quality, cleanliness, and facilities have a big effect on how happy customers are. The study's results and ideas can help hotels make their operations more efficient and make sure their guests are happy, which can lead to more return business and customer loyalty.
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