CUSTOMER SATISFACTION WITH REFERENCE TO INDIVIDUAL SPENDING PATTERN ON HOTEL INDUSTRY: A CASE STUDY FOR HOTEL SILVER PALACE

Hotels and tourism industry are the biggest earners of the foreign exchange in India. Hotel and tourism Industry is the strong base to increase the GDP of Indian economy. The idea behind this study was to measure the level of customer satisfaction with respect to the hotel industry. Hence researcher has taken a case study of silver Palace of Jalgaon city in Maharashtra. This paper gives an idea about analysis of importance of customer satisfaction. The study was carried out with the help of quantitative research by using questionnaire & it was designed on keeping in mind the basic of customer satisfaction. Based on the research results it is concluded that, the level of customer satisfaction for silver Palace would be judged above average which is quite good. Although the majority of customers were satisfied with the overall service quality of the hotel, some areas for improvement were found. It is recommended that silver Palace should improve on variety of menu, space for parking, vehicle facility for the tourists etc.