AN EMPIRICAL STUDY OF FACTORS AFFECTING HOTEL GUESTS’ SATISFACTION FROM FRONT OFFICE SERVICES & FACILITIES IN INDIAN HOSPITALITY INDUSTRY

PURPOSE: Main aim of the study is to investigate various underlying dimensions affecting hotel guests’ satisfaction from services and facilities provided by the front office department of sampled hotels. DESIGN/METHODOLOGY/APPROACH: The study was undertaken at selected chain hotels situated in Delhi and NCR region of India. The data was collected through a five point Likert type scale ranging from 1 to 5; where ‘5’ denoted Most Important, ‘4’ Very Important, ‘3’ Important, ‘2’ Least Important and ‘1’ Not Important at all. This was developed on the basis of available literature and industry experts’ opinions. Continuous discussions led to a final questionnaire having 25 items. Factor analysis with varimax rotation is applied to analyse the data. FINDINGS: Check-in and Check-out facilities contribute maximum in the satisfaction level from front office department whereas connectivity of the hotel with rail/road/airport and courtesy of doorman is the last dimension. RESEARCH LIMITATIONS: Like any other research this too has its limitation in the form of its universe and sample size which can be addressed in further researches. ORIGINALITY/VALUE: The study will provide niche to the researchers for further exploration in the field of hospitality, particularly front office; which is still an open field.