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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM67820
Volume:
10 |
10 |
Oct 2026
Pages:
1-7
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Bachelor of Business Administration
KL Business School, KLEF, KL University Vaddeswaram, Guntur, Andra Pradesh. INDIA.
Bachelor of Business Administration
KL Business School, KLEF, KL University Vaddeswaram, Guntur, Andra Pradesh. INDIA.
Bachelor of Business Administration
KL Business School, KLEF, KL University Vaddeswaram, Guntur, Andra Pradesh. INDIA.
The hotel and hostel industry has become highly competitive, and attracting customers is no longer enough to achieve long-term success. Hotels also need to provide good service and create a positive experience that encourages customers to return. This study looks at hotel marketing and customer service and how they relate to customer satisfaction. The literature reviewed for this study shows that hotel marketing now involves digital marketing, social media, customer relationship management, pricing, personalized communication and the use of technology. At the same time, customers pay close attention to staff behaviors, cleanliness, facilities, safety, location, atmosphere and value for money. The study proposes a quantitative and descriptive research approach using a structured questionnaire. The main purpose is to understand how customers view hotel marketing and service quality and whether these factors are related to their satisfaction. The study is designed as an undergraduate research model, so the final numerical results should be based only on actual responses collected from respondents.
KEYWORDS
This study shows that hotel marketing and customer service are closely connected with the overall customer experience. Modern hotel marketing is increasingly focused on digital platforms, social media, personalization and technology. At the same time, customers continue to value basic service qualities such as friendly staff, cleanliness, good facilities, safety, atmosphere and value for money. The proposed questionnaire and research methodology provide a practical structure for collecting primary data and examining the relationship between hotel marketing, customer service and customer satisfaction. The final conclusions, however, should be based only on the actual responses collected and the statistical analysis performed on those responses.
Chitty, B., Chua, C., & Ward, S. An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels. Pyramidata, A. S., Bisma, M. A., & Gulsan, D. (2020). The distribution channel prefers purchase decision-making of backpacker hostel customers. Binus Business Review, 11(2), 129–139. https://doi.org/10.21512/bbr.v11i2.6241 Shrivastava, S., & Metta, A. (2024). A study on the marketing strategy of the hotel industry. International Journal of Research and Analytical Reviews, 11(2). Lima, R., & Vicente, P. (2016). The effect of service quality on hostel guests’ satisfaction: The case of Lisbon. Mancheno Saá, M. J., Gamboa Salinas, J. M., Hurtado Yugcha, J. del P., & Herrera, J. B. (2022). Digital marketing: The link for hostel arrival in times of pandemic for improving Internet user satisfaction. Journal of Positive School Psychology, 6(5), 1531–1541. Permata Sari, A. (2020). The influence of perceived value towards customer satisfaction in hostel business: A case of young adult tourist in Indonesia. International Journal of Tourism and Hospitality Management in the Digital Age, 4(2). https://doi.org/10.4018/IJTHMDA.2020070102 Veríssimo, M., & Costa, C. (2019). Unveiling the key features of a positive service experience at hostels. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-03-2018-0255
Publication Date
10/12/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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No funding information available for this research.
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