Guest Satisfaction: A Comparative Study of Hotel Employees and Guests Perceptions

Abstract

The paper has twofold objectives - to assess the level of Guest Satisfaction in the 5 Star Deluxe Hotels located in Delhi and to explore the gaps between the hotel employees’ and hotel guests’ perception of quality and satisfaction with regard to service and product. The data have been collected from 5 Star Deluxe Hotel Guests and 5 Star Deluxe Hotel Employees based in Delhi by employing both Probability and Non-Probability sampling techniques. In this we have pooled 18 hotels but only 10 Five Star Deluxe hotels agreed to participate in this research. Thus, a sample size of 540 consisting of 390 hotel guests and 150 hotel employees has been taken up for the study. The questionnaires took about 15 minutes to answer and were collected immediately on completion, which resulted on 100 percent response rate. The data have been analysed by applying Paired sample t-test and two sample independent t-tests to test the hypotheses using Statistical Package for Social Sciences (SPSS) software version 20.0. The study reveals that there is difference between the guest expectations (importance) and guest satisfaction (performance) from Reception and Room Facilities, Room Service and Food & Beverage Outlets depicting that guests were not as satisfied as the expectations they had from the hotels. There are gaps between the hotel employees’ and hotel guests’ perception on satisfaction derived from services and products. The hotel employees perceived hotel guests to be more satisfied than actual satisfaction levels of guests.

Keywords: Guest Satisfaction, Guest Perception, Employee Perception, 5 Star Deluxe Hotels

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