How much satisfied your guests are? – A comparative analysis of five star chain hotels Dr. Kumar Sanjeev, Dr. Malik Sandeep Assistant Professors, Institute of Hotel & Tourism Management, Maharshi Dayanand University, Rohtak Online published on 20 June, 2013. Abstract Objective This study aims at analysing the prevalent level of guests’ satisfaction visiting five star chain properties of India Research Design/Methodology The primary data was collected from 5, five star chain hotels of Delhi and NCR Region with the help of a structured schedule; and analysed with the help of Item Wise Percentage Analysis and One Way ANNOVA Findings It was found that the prevalent level of guests’ satisfaction is on the higher side but still there is scope and need for improvement Research limitations/implications Though the research has opened a novel area to researchers, but still the study is empirical in nature hence the generalisation of results is limited and so as the implications Proposed utility The benefits of the study to the hoteliers are numerous as it will help them in assessing the present level of guests’ satisfaction/dissatisfaction. Only thereafter, possible reasons can be diagnosed. Top Keywords Guest Satisfaction, Front Office, Housekeeping, Food & Beverage, other facilities. Top |