Indian Journal of Sustainable Development

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Sustainability Practices in Hotel Industry:A Study on Guest Awareness and Satisfaction


Affiliations
1 Amity University, Uttar Pradesh, India
2 Amity School of Hospitality, Amity University, Uttar Pradesh, India
3 Jaypee Palace Hotel and Convention Center, Agra, Uttar Pradesh, India
     

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The research paper is an empirical work to ascertain the awareness and satisfaction levels of the hotel guests on the sustainability practices in Five Star hotels in Delhi. This paper also aims to determine the extent to which certain sustainability practices influence customer preferences and requirements. The methodology used in this research included a survey method, combined with an extensive secondary research and descriptive methods. The survey was conducted in selected Five star and Five-star deluxe hotels in Delhi from June 2016 until September 2016. The results of the study establish a direct relationship of sustainability practices with customer’s satisfaction in Five Star Hotels in Delhi, however, it reveals that the prevailing sustainability practices do not satisfy the guests to a considerable extent. The research results can be used by hotel managers in order to improve and adopt sustainability strategy in their management policy in order to raise the level of awareness towards the hotel’s sustainability initiatives undertaken and then to meet the demands of cognizant guests and for the sake of its own business survival.

Keywords

Sustainability, Customer Awareness, Customer Satisfaction, Five Star Hotels, Delhi.
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  • Sustainability Practices in Hotel Industry:A Study on Guest Awareness and Satisfaction

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Authors

Shweta Mathur
Amity University, Uttar Pradesh, India
Kavita Khanna
Amity School of Hospitality, Amity University, Uttar Pradesh, India
Sanjeev Kumar Saxena
Jaypee Palace Hotel and Convention Center, Agra, Uttar Pradesh, India

Abstract


The research paper is an empirical work to ascertain the awareness and satisfaction levels of the hotel guests on the sustainability practices in Five Star hotels in Delhi. This paper also aims to determine the extent to which certain sustainability practices influence customer preferences and requirements. The methodology used in this research included a survey method, combined with an extensive secondary research and descriptive methods. The survey was conducted in selected Five star and Five-star deluxe hotels in Delhi from June 2016 until September 2016. The results of the study establish a direct relationship of sustainability practices with customer’s satisfaction in Five Star Hotels in Delhi, however, it reveals that the prevailing sustainability practices do not satisfy the guests to a considerable extent. The research results can be used by hotel managers in order to improve and adopt sustainability strategy in their management policy in order to raise the level of awareness towards the hotel’s sustainability initiatives undertaken and then to meet the demands of cognizant guests and for the sake of its own business survival.

Keywords


Sustainability, Customer Awareness, Customer Satisfaction, Five Star Hotels, Delhi.

References