Assessment of Guest Satisfaction in Hotels of Nainital: A Study from Managers Perspective
Published: 2016
Author(s) Name: S. K. Gupta, Neha Sharma |
Author(s) Affiliation: Prof in (Tourism Management), CMTHS, HNB Garhwal University, Srinagar Garhwal, Uttarakhand, India
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Abstract
Hospitality Industry in India is facing one of the biggest contemporary challenges as guest satisfaction index. Service quality and measuring guest satisfaction in different departments in the hotels play important role in retaining the guests. The present study aims in examining the managers viewpoints and perception of guest satisfaction and its importance in hotels of Nainital. The study has been done by collecting data from managers of 80 hotels regarding guest satisfaction practices in the study area. It aims to analyze their perspective for guests satisfaction practices being adopted. The results revealed that guest comment cards filled by the guests are of utmost importance and there is a positive relationship between practices followed and guest satisfaction in sample hotels of study area.
Keywords: Hotels, Guest Satisfaction, Manager, Nainital
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