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VOL. 11, ISSUE 4 (2024)
Impact of front office service quality on guest satisfaction:Qualitative insights from hotels in Jammu and Kashmir
Authors
Yamleek Yousuf, Ashish Raina
Abstract
This study explores the impact of front office service quality on guest
satisfaction in hotels located in Jammu and Kashmir, utilising qualitative
interviews with hotel guests and front office managers. Key themes such as
responsiveness, communication skills, and personalisation were identified as
crucial to enhancing guest satisfaction. The research highlights a significant
gap between guest expectations and actual experiences, particularly in
personalised services and effective communication. The findings suggest that
improvements in these areas could lead to enhanced guest experiences and
increased satisfaction. The study emphasises the need for continuous training
and the adoption of customer relationship management systems to better meet and
exceed guest expectations. Future research should consider extending this study
to other regions and incorporating quantitative methods to further validate
these findings and explore regional differences in service quality perceptions.
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Pages:41-44
How to cite this article:
Yamleek Yousuf, Ashish Raina "Impact of front office service quality on guest satisfaction:Qualitative insights from hotels in Jammu and Kashmir". International Journal of Multidisciplinary Research and Development, Vol 11, Issue 4, 2024, Pages 41-44
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