A JOURNEY INSIDE CUSTOMER EXPECTATIONS AND EXPERIENCES WITH HPTDC HOTELS IN HIMACHAL PRADESH

Himachal Pradesh, due to its tourist destinations has been one of the top tourist places in India. For that matter, the number of domestic and international tourist's visits is increasing from time to time. Looking at this potential of Himachal Tourism many people are venturing into the field of hotel business. This study was conducted to assess customer satisfaction with HPTDC hotels in Himachal Pradesh. To keep the customers happy it is important to understand the Expectations and experiences. The responses of the customers were taken for the purpose of analysis. It was found that though the staff is hospitable, the hotels are neat and comfortable, the taste of food is good and some services such as credit card facility is available in the hotels still efficiency in service, variety of food items, price of food and beverage, the landscaping, spaciousness of rooms and value for money are some burning issues which demand immediate attention by the HPTDC.