Impact of Service Quality on Guest Satisfaction in Heritage Hotels A Study of Heritage Hotels in Jaipur

Abstract

This study delves into the intricate relationship between service quality and guest satisfaction within the context of heritage hotels, focusing specifically on ten listed establishments in Jaipur, India. With the burgeoning significance of the hospitality industry, particularly in heritage-rich destinations like Jaipur, understanding the factors that influence guest satisfaction is paramount for ensuring sustainable growth and competitiveness. newlineThe research objectives of this study are multifaceted, aiming to comprehensively assess the impact of various service quality dimensions on overall customer satisfaction, retention, and loyalty. Specifically, the study evaluates the influence of tangibility, reliability, responsiveness, assurance, and empathy factors on guest satisfaction, providing insights into how these dimensions collectively shape the guest experience in heritage hotels. Additionally, the study investigates the overarching impact of service quality on customer satisfaction, retention, and loyalty, highlighting its strategic importance for hotel management. newlineEmploying an analytical research design, the study undertakes a meticulous examination of the relationships between variables, utilizing advanced statistical tools such as regression analysis, structural equation modeling (SEM), and logistic regression. Through a systematic collection of primary data from 400 guests via surveys and interviews conducted within the hotel premises, the study uncovers valuable insights into guest perceptions and preferences. newlineThe findings of the study underscore the significant impacts of tangibility, reliability, responsiveness, assurance, empathy, and overall service quality on guest satisfaction, retention, and loyalty. Tangibility, encompassing physical aspects of the hotel environment, as well as intangible dimensions like reliability, responsiveness, assurance, and empathy, all emerges as critical determinants of guest satisfaction. newline newline