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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM62770
Volume:
10 |
5 |
May 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.
DEPARTMENT OF COMMERCE
GOVERNMENT ARTS AND SCIENCE COLLEGE, POLLACHI.642 002.
DEPARTMENT OF COMMERCE
GOVERNMENT ARTS AND SCIENCE COLLEGE, POLLACHI.642 002.
The hospitality industry has emerged as one of the fastest-growing sectors contributing significantly to economic development, employment generation, and tourism promotion. In recent years, the focus of hospitality organizations has shifted from merely delivering services to creating memorable and personalized customer experiences. In a highly competitive environment, customers no longer evaluate services based only on functional quality but also on emotional engagement, convenience, and perceived value. Customer Experience Management (CEM) has become a strategic tool for hospitality firms to design and manage customer interactions across various touch points. It encompasses all aspects of a customer’s journey, including service quality, physical environment, technology integration, emotional connection, and value perception. Effective CEM practices help organizations differentiate themselves, enhance customer satisfaction, and build long-term relationships. In the context of Coimbatore District, which is a growing hub for tourism, business travel, and hospitality services, understanding customer expectations and experiences is essential. The increasing number of hotels, restaurants, and resorts has intensified competition, making customer satisfaction a key determinant of success. Therefore, this study aims to examine the impact of Customer Experience Management on Customer Satisfaction in the hospitality industry in Coimbatore District.
KEYWORDS
The present study examined Customer Experience Management and Customer Satisfaction in the Hospitality Industry with special reference to Coimbatore District. The analysis revealed that key dimensions of customer experience—namely Service Quality, Physical Environment, Technology & Convenience, Emotional Experience, and Perceived Value—play a significant role in shaping customer satisfaction. The results of reliability and validity analysis confirmed that the measurement scales used in the study are statistically sound and suitable for further analysis. The findings indicate that among the various factors, emotional experience and service quality have a strong influence on customer satisfaction, highlighting the importance of both functional and emotional aspects of service delivery. Furthermore, the study established a positive relationship between customer experience management and customer satisfaction. This implies that effective management of customer interactions at every touch point leads to higher satisfaction levels, increased customer loyalty, and positive word-of-mouth.In today’s competitive hospitality industry, merely providing basic services is not sufficient. Organizations must focus on delivering holistic and memorable experiences that meet and exceed customer expectations. By adopting customer-centric strategies, leveraging technology, and continuously improving service quality, hospitality providers can achieve sustainable growth and long-term success.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420 Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C. M., & Ryu, K. (2018). An assessment of the use of partial least squares structural equation modeling in hospitality research. International Journal of Contemporary Hospitality Management, 30(1), 514–538. https://doi.org/10.1108/IJCHM-10-2016-0568 Klaus, P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227–246. https://doi.org/10.2501/IJMR-2013-021
Publication Date
5/8/2026
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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