Measuring Customer Satisfaction With Service Quality of Hotels in the Braj Pradesh Region

Abstract

The hospitality industry is significantly influenced by customer satisfaction, which is largely dependent on the quality of services provided. This paper investigates the relationship between service quality and customer satisfaction in the hotel industry using a quantitative empirical approach.

A survey of 200 guests from different categories of hotels was conducted in Braj Pradesh (Mathura, Vrindavan, Agra, Hathras and Bharatpur). The study utilized SERVQUAL dimensions—tangibility, reliability, responsiveness, assurance, and empathy—to measure service quality.

Using SPSS software, exploratory factor analysis (EFA) and regression analysis were conducted to understand key determinants of satisfaction. The findings reveal that assurance and reliability significantly impact customer satisfaction. The study provides valuable insights for hotel managers to prioritize quality service dimensions that enhance guest experiences.