FACTORS AFFECTING CUSTOMER SATISFACTION AND SERVICE QUALITY IN THE BOUTIQUE HOTEL INDUSTRY OF KOLKATA, WEST BENGAL

The study is to examine customers' perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined. Some valuable insights on how customers rate the service quality of a particular hotel may be provided by the result of quantitative assessment of perceived service quality. The significant quality attributes can be improved and service quality along with business performance can be enhanced with the help of these findings. Such findings shall serve as a valuable model for hotel managers. Our objective is to determine the factors related to hospitality, which lead to customer satisfaction. In the study, 5 boutique hotels were identified in Kolkata, West Bengal and surveys were undertaken on the different corporate customers who visited these hotels. This study found out that customer satisfaction mainly depends on 2 broad dimensions, one is “REASONABLE & QUALITY FOOD” and other is “GENERAL REQUIREMENTS & HOSPITALITY OF THE HOTEL”. It has emerged from the study that the customers are preferring hotels especially with reasonable & quality food and then gives importance to the hospitality of the boutique hotels.