Tourism in Himachal Pradesh-A Case Study on Service Quality and Customer Satisfaction

Hotel Industry has been an inevitable part of the tourism and hospitality industry from times immemorial. It is a successful business venture around the world. Tourism is playing a very crucial job in the socioeconomic development of the state of Himachal Pradesh. The booming tourism industry in Himachal Pradesh is an engine to economic growth of the state. In today's competitive environment delivering high quality service is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization's profitability. Satisfied customers form the foundation of any successful business because customer satisfaction leads to repeat purchases, brand loyalty, and positive word of mouth. This research contributes to service quality and customer satisfaction in the hotel industries. The outcome from the research could be helpful to the managing of hotels and implementation of policies in the context of improving customer satisfaction and service loyalty.