IJSR - International Journal of Scientific Research

R.C.Gupta; Deepak Sharma

Volume : VI, Issue : II, February - 2017

Role of Employees versus Infrastructure in the Customer Satisfaction of India’s Hotels: A Study of Selected 4 and 5 Star Hotels in Delhi NCR

R. C. Gupta, Deepak Sharma

Abstract :

Given the dynamism that the global hotel industry is exposed to, it is becoming increasingly important for hotels to identify the factors which affect customer satisfaction. Customer satisfaction changes with time and trends; and in face of increased competition, companies need to invest in the factors that make their customers happy and increase their level of satisfaction with the product/ service offered. In the hotel industry the two dominating factors identified are customer service and infrastructure. The aim of this paper is to create a comparison between the two factors and determine which one affects customer satisfaction more.