A comparative study of “Customer Satisfaction” on Hospitality Services Of Star Hotels In Hyderabad, Andhra Pradesh

Customer satisfaction with a hotel is a broader concept that will certainly be influenced by perceptions of service quality but that will also include perception of product quality (Accommodation, Food, Amenities and Bar& Beverages), price (Tariff), situational as well as personal factors such as the consumer emotional state, status etc. This article mainly concentrates on growing importance of service sector with special emphasis on hospitality industry in India, to elicit the views of customers of select 5 star hotels and 3 star hotels on service quality provided by them, to compare the views of customers on the marketing strategies and satisfaction levels on the services provided by the select 3 star &5 star hotels located in Hyderabad city of Andhra Pradesh, and also offer Suitable findings, Suggestions & Conclusions based on the study for more effective marketing of hospitality services in star hotels. For this purpose the opinions of customers were derived from 5 star hotels&3 star hotels and make a comparative study between the star hotels. For this purpose, 307 respondents from 5 star hotels and 474 respondents from 3 star hotels each sample hotel totaling 783 are selected by “stratified random sampling” method. Sample respondents are selected from different strata viz., Business travellers, leisure, Professional, Government, Self-employed and others. These include both male and female guests. Female guests include spouses of male guests and single lady travellers. customer satisfaction‖ on hospitality services of star hotels in Hyderabad, Andhra pradesh in terms of Age of the respondents, Gender of respondents, Educational background of respondents from star hotels, Occupational category of respondents, Nativity of respondents, Income pattern of respondents, Frequent visits of respondents, Purpose visit of respondents, Employment status of respondents, Opinion of respondents on completion of formalities in star hotels, Finally derive the results with support of formulated hypothesis.