Sustainability Practices in Hotel Industry: A Study on Guest Awareness and Satisfaction
Published: 2017
Author(s) Name: Shweta Mathur, Kavita Khanna, Sanjeev Kumar Saxena |
Author(s) Affiliation: PhD Scholar, Amity University Uttar Pradesh & Lecturer, Delhi Institute of Hotel Mgt., New Delhi.
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Abstract
The research paper is an empirical work to ascertain the
awareness and satisfaction levels of the hotel guests on the
sustainability practices in Five Star hotels in Delhi. This paper
also aims to determine the extent to which certain sustainability
practices influence customer preferences and requirements. The
methodology used in this research included a survey method,
combined with an extensive secondary research and descriptive
methods. The survey was conducted in selected Five star and
Five-star deluxe hotels in Delhi from June 2016 until September
2016. The results of the study establish a direct relationship of
sustainability practices with customers satisfaction in Five Star
Hotels in Delhi, however, it reveals that the prevailing sustainability
practices do not satisfy the guests to a considerable extent.
The research results can be used by hotel managers in order to
improve and adopt sustainability strategy in their management
policy in order to raise the level of awareness towards the hotels
sustainability initiatives undertaken and then to meet the demands
of cognizant guests and for the sake of its own business survival.
Keywords: Sustainability, Customer Awareness, Customer Satisfaction, Five Star Hotels, Delhi
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