“CUSTOMER SATISFACTION” ON HOSPITALITY SERVICES OF STAR HOTELS ” IN HYDERABAD,ANDHRA PRADESH— (A COMPARATIVE STUDY OF 3 STAR & 5 STAR HOTELS)

This research paper mainly focuses on Analysis of customer satisfaction on hospitality services provided by various prestigious cum reputed customer service-centric star hotels in Hyderabad, Telangana State and make a comparative study of 3 star & 5 star hotels. It covers objectives, Hypothesis, Methodology, Analysis of data and also derive the results. Hotel industry is very much “people–industry” which deals more with intangibles. The profitability of the hotel industries largely impinges on the environment, amenities, ambience, facilities, care, Policies of the government, and quality of all the services, as they are the crucial determinants of the volume of sales. Consumers evaluate services in terms of the quality of the service and how satisfied they are overall with their experiences. Perceptions, leanings are always considered relative to expectations. All organizations including hospitality recognize today that they can compete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction. Services in hotel industry may be classified along three different dimensions. Namely Person related services, Product related services Information related services. “Zeithaml and bitner” defined satisfaction as “the customer’s evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Failure to meet the needs and expectations is assumed to result in dissatisfaction with the product or service. “Satisfaction is the consumer’s fulfillment response. It is a judgment that a product a service feature or the product or service itself, provides a pleasurable level of consumption–related fulfillment”. According to “Zeithaml and Bitner”, customer satisfaction is influenced by specific product or service features and by perceptions of quality viz., product quality, price, interactive quality, physical environment quality, outcome quality as also customer emotional responses, their attributions, their perceptions of equity and other respondents, family members etc. Through the service cycle the consumer may have a variety of different experiences – some good and some not good – and each will ultimately impact satisfaction.