Factors Affecting Customers’ Accommodation Satisfaction and Service Quality in the Hotel Industry of Rural West Bengal

Our objective is to determine the factors of those qualities of service in such a hotel, which would be responsible for customer satisfaction and thus to create a customer satisfaction model.

In the study, five rural tourist spots were identified in the state of West Bengal and customers of different hotels were studied.

This study found that satisfaction mainly depends on two broad dimensions of service quality, one is basic service and facilities and the other is premium services. It has emerged from the study that the tourists with higher education level, couples and higher household income tend to be more satisfied more with the premium services of accommodation in the hotel which are their moment of truth. Attending a guest for specific need and problem, some additional facilities like a room service in a pleasant manner add to the satisfaction of the customer. As the tours under consideration are short and frequent, just to engage the tourist in leisure and away from job pressure, small tokens of good gesture and proper attention carry large weight on the customer satisfaction.