An Empirical Study on Customer expectation and perception in the Upper class Hotels in Bangalore

Abstract

In recent times, the hotels in Bangalore have encountered difficulties due to the increase in customer demands and the strong competition developed in the industry. However, hospitality Industries main concern across the glob is to cater for its customer needs and their desires, which are mostly addressed through personal services. Therefore, the hotels that are able to provide quality services to ever demanding customers in a warm and efficient manner, are the ones likely to obtain long term competitive advantage over their rivals. This study is based on five star hotels in Bangalore, indicates that the Hospitality industry requires more adequate and comprehensive policy and strategy to compete with the multinational brands and also to make each customer satisfied with quality of service offered to them. This study emphasizes the importance of minimizing the gap between the customer expectations and the quality of service delivered. There are many factors directly involved in determining the customer satisfaction especially in Hotel Industry. The major one would be the challenges in this particular sector where in, this study reveals the major challenges and provide indications for how to face these challenges without loosing their existing customers. Similarly, it also throws some light towards the importance of customer satisfaction through employee satisfaction. Importance is given for comprehensive Human Resources polices for Hotel Employees so as to reduce the rate of attrition and also to ensure the quality output from the employees. The Features mentioned in this study are Technology assisted service delivery and its importance, mid size market segments and the potential growth of economy Hotels in India. Keywords: Customer expectation, Service delivery, Repeat customers, Customer satisfaction index, Challenges in the Hospitality sector, Technology assisted service, H R policies, Mid market segmentations.

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