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A Study on Recent Trends for Guest Satisfaction in Selected Hotels of Delhi


  • Scholar, Amity School of Hospitality, Amity University, Uttar Pradesh & *Assistant Professor, Banarsidas Chandiwala Institute of Hotel Management and Catering Technology, New Delhi, India
  • Assistant Professor, Amity School of Hospitality, Amity University, Uttar Pradesh, India


Guest satisfaction is an ever evolving phenomenon for the hotel industry. With fast changing technology and globalization, the hotel industry caters to guests from all over the world, belonging to different segments and demography. The challenge is to keep the guests more than satisfied. This research was undertaken to study the current trends in guest satisfaction in five star deluxe hotel segment in Delhi. The study analyzed the gaps between hotel employees and guests' perception of importance and performance of different areas of hotels. Popular methods of guest feedback collection were also dealt with. The study shall contribute to the knowledge pool for academicians and provide an impetus to hotel management to evolve as per the guests' needs.


Guest Satisfaction, Trends, Five Star Deluxe Hotels, Feedback

L8, Z0, Z3

Paper Submission Date : May 23, 2016 ; Paper sent back for Revision : June 7, 2016 ; Paper Acceptance Date : July 20 , 2016.

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