An empirical study of consumer Satisfaction towards Hotel Industry

Abstract

The purpose of this research is to pinpoint the elements that make up a hotel's service quality. There are models in the hospitality sector for gauging service quality and guest satisfaction. However, the three most well-known and comprehensive models, SERVQUAL, HOLSERV, and the HOURS of Service Research and Evaluation (HOURS) were used in this research. We will be looking at the LODGING QUALITY INDEX. In addition, it details how male and female customers, as well as those from Asia and Europe, have different perspectives and expectations when it comes to the services provided by hotels. A deeper dive into the elements (services, hotel amenities, location, etc.) that influence their selections is included. It also includes recommendations for disabled guests regarding the hotel's amenities.