Empirical Investigation Of The Influence Of Service Quality And Physical Attributes On Customer Delight And Loyalty In Indian Five-Star Hotels

Abstract

In the changing scenario of the Indian hotel industry, the pursuit of customer delight and customer loyalty stands as a very important factor for sustainable success, particularly in the case of India five-star hotel. The quintessence of this industry lies not merely in offering lodging but leave a long-lasting impression on the customer even after they check-out the establishment, that movement create a impression on guests ‘mind and heart’  influencing on the future choice and shaping the perceptions. Service quality and physical attributes these are identified two central elements of the hotel industry in creating the immersive experience for the customers. This research main focus on bridge this gap by conducting an empirical investigation to examine the impact of service quality and physical attribute on the customer delight and customer loyalty in the Indian five-star hotel industry. By structuring a comprehensive research framework, qualitative and quantitative methods, this study provides rich insights into the mechanisms influencing customer delight and loyalty in this unique setting. The finding of this research contributing for both academic literature and hotel management practices within the hospitality sector. Through analysis of intricate relationship between service qualities, physical attributes, customer delight and customer loyalty, this study endeavors to equip managers with actionable insights to boost the customer experience, enhance loyalty and take the competitive advantage in the Indian hospitality industry