Assistant Professors, Institute of Hotel & Tourism Management, Maharshi Dayanand University, Rohtak
Online published on 20 June, 2013.
This study aims at analysing the prevalent level of guests’ satisfaction visiting five star chain properties of India
The primary data was collected from 5, five star chain hotels of Delhi and NCR Region with the help of a structured schedule; and analysed with the help of Item Wise Percentage Analysis and One Way ANNOVA
It was found that the prevalent level of guests’ satisfaction is on the higher side but still there is scope and need for improvement
Though the research has opened a novel area to researchers, but still the study is empirical in nature hence the generalisation of results is limited and so as the implications
The benefits of the study to the hoteliers are numerous as it will help them in assessing the present level of guests’ satisfaction/dissatisfaction. Only thereafter, possible reasons can be diagnosed.
Guest Satisfaction, Front Office, Housekeeping, Food & Beverage, other facilities
