EXPLORING THE IMPACT OF TANGIBILITY, RELIABILITY, AND RESPONSIVENESS ON CUSTOMER SATISFACTION IN JAIPUR'S HERITAGE HOTELS: A STRUCTURAL EQUATION MODELING APPROACH
DOI:
https://doi.org/10.7492/bhkj9e69Keywords:
Tangibility, Reliability, Responsiveness, Customer Satisfaction, Heritage HotelsAbstract
This research, titled "Exploring the Impact of Tangibility, Reliability, and Responsiveness on Customer Satisfaction in Jaipur's Heritage Hotels: A Structural Equation Modeling Approach," adopts a descriptive and exploratory design to investigate the relationships between service quality dimensions and customer satisfaction in Jaipur's Heritage Hotels. Using a sample of 400 participants, visitors to 10 Heritage hotels, data were collected through a structured questionnaire, and Structural Equation Models were employed for analysis. Findings reveal that while reliability showed a weak association, responsiveness and tangibility emerged as pivotal drivers of customer satisfaction, aligning with existing studies in the hospitality sector. Implications for businesses emphasize the strategic importance of responsiveness and investment in tangible elements, while future research avenues include comparative analyses across industries, exploring cultural influences, and integrating emerging technologies to enhance our understanding of service quality and customer satisfaction in the dynamic hospitality landscape.
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