Affiliations: Department of Business Administration, Vidyasagar University, West Bengal, India
Correspondence:
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Corresponding author: Ms. Dipa Banerjee, Research Scholar, Department of Business Administration, Vidyasagar University, West Bengal, India. Tel.: +91 9046294632; E-mail: dipa.2003@gmail.com and Dr. Debasish Biswas, Assistant Professor, Department of Business Administration, Vidyasagar University, West Bengal, India. Tel.: +91 9832362955; E-mail: debasish762010@yahoo.com.
Abstract: This article substantiates employees’ contribution to customer satisfaction of hotel guests. The reported study’s purposefulness has been to evaluate the relative importance of the personnel component in achieving service quality and customer satisfaction in luxury hotels. Data were collected from 500 guests at 24 luxury hotels West Bengal, India. Seven common factor measurement models are deemed robustly reliable in determining hotel performance. The results are validated using Structural Equation Modelling (SEM) applied to hotel-guest perceptions that pertain to service quality and customer satisfaction.
Keywords: Personnel, service quality, customer satisfaction, structural equation modeling, hotel
