Online Hotel Reservations and Guest Satisfaction in Kashmir: A Case Study on Virtual Booking Experiences

DOI

10.2991/978-2-38476-416-7_5How to use a DOI?

Keywords

Online Hotel Booking; Virtual Reservations; Guest Contentment; Hospitality Industry; Customer Satisfaction

Abstract

This research intricately navigates the interplay between virtual hotel bookings and guest contentment, placing a specific lens on the distinctive hospitality milieu of Kashmir within the thriving online reservation sector. Employing an exhaustive case study methodology, the investigation endeavours to unearth the intricacies of online hotel reservations and their influence on guest satisfaction, casting illumination on the multifaceted factors contributing to a favourable guest experience. Utilizing a blended methodology, the study amalgamates quantitative and qualitative data collection techniques. A quantitative survey encapsulates the preferences, expectations, and satisfaction levels of a diverse cohort of online hotel patrons in Kashmir. Simultaneously, in-depth interviews with hotel management and staff yield qualitative insights into the operational dynamics shaping the virtual reservation process. The research outcomes disclose a pronounced correlation between the efficacy of online reservation systems and guest satisfaction levels. Paramount influencers of guest contentment encompass the user-friendliness of booking platforms, pricing transparency, information precision, and the overall efficiency of the reservation process. Additionally, the study underscores the pivotal role of post-booking communication and customer support in sculpting the overarching guest experience. Furthermore, the research unveils regional subtleties that characterize the hospitality panorama in Kashmir. Cultural considerations, scenic expectations, and the infusion of local traditions into the virtual reservation experience emerge as influential factors distinctly shaping guest satisfaction in this picturesque locale. The implications of this study resonate with both academia and the hospitality industry, providing invaluable insights for scholars and practitioners alike. By unravelling the intricacies of online hotel booking and guest contentment in Kashmir, this research enriches the broader discourse on e-commerce in the tourism sector. It furnishes actionable recommendations for hoteliers aspiring to elevate the virtual reservation experience and, consequently, enhance guest satisfaction. Ultimately, the paper aspires to guide strategic decision-making in the evolving domain of online hospitality services, underscoring the significance of aligning virtual reservations with the authentic, culturally enriched expectations of guests in Kashmir.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Iftikhar Basheer
AU  - Sarita Agrawal
AU  - Raja Wiqar
PY  - 2025
DA  - 2025/06/14
TI  - Online Hotel Reservations and Guest Satisfaction in Kashmir: A Case Study on Virtual Booking Experiences
BT  - Proceedings of Innovative Multidisciplinary Approaches to Global Challenges: Sustainability, Equity, and Ethics in an Interconnected World (IMASEE 2025)
PB  - Atlantis Press
SP  - 67
EP  - 103
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-416-7_5
DO  - 10.2991/978-2-38476-416-7_5
ID  - Basheer2025
ER  -