Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{195078,
        author = {Razia Khatoon and Dr. Amol Kumar},
        title = {Service Quality and Guest Satisfaction in Delhi hotel},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {10},
        pages = {6353-6361},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=195078},
        abstract = {—The hospitality sector in Delhi, serving as a major hub for international and domestic tourism, operates in a highly competitive environment where service excellence is a primary differentiator. This empirical study investigates the impact of service quality on guest satisfaction across various hotel categories—including luxury, mid-range, and economy establishments—within the Delhi National Capital Region (NCR). Grounded in the widely recognized SERVQUAL framework, the research evaluates five core dimensions of service: tangibility, reliability, responsiveness, assurance, and empathy.

To achieve the research objectives, a quantitative, cross-sectional design was employed. Primary data was collected through a structured 5-point Likert scale questionnaire administered to a convenience sample of 100 guests who recently stayed at hotels in Delhi. The data was subsequently analysed using mean scores, correlation, and regression analysis to test the proposed hypotheses.

The statistical findings demonstrate a strong, significant positive correlation between perceived service quality and overall guest satisfaction. While all dimensions positively influenced the guest experience, reliability and responsiveness emerged as the most critical predictors of satisfaction in this fast-paced urban market. Tangible elements, such as cleanliness and physical amenities, were also found to heavily influence initial guest impressions. Furthermore, the study confirms that guest satisfaction acts as a crucial mediator, bridging service quality with customer loyalty and repeat patronage.

The report concludes that maintaining high service standards is essential for sustaining a competitive edge. Strategic recommendations for hotel management include prioritizing staff training to enhance responsiveness, standardizing operational procedures to ensure reliability, and integrating digital service mechanisms to meet the evolving expectations of modern travellers.},
        keywords = {},
        month = {March},
        }