Innovative and Regenerative Practices for Enhancing Service Quality in Luxury Hospitality: A SERVQUAL Model Study of Oberoi Hotels in Himachal Pradesh

DOI

10.2991/978-94-6463-799-1_12How to use a DOI?

Keywords

Service Quality; Luxury Hospitality; SERVQUAL Model

Abstract

This study investigates innovative and regenerative practices aimed at enhancing service quality in luxury hospitality, with a specific focus on the Oberoi Hotels in Himachal Pradesh. The primary objective is to evaluate guest satisfaction by applying the SERVQUAL model, which measures five critical dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research utilizes a quantitative methodology, collecting primary data through self-administered questionnaires from 303 guests, including Free Independent Travelers (FITs), during peak tourist seasons. The data were analysed using descriptive statistics (mean, standard deviation) and inferential techniques (one-sample t-tests and correlation analysis) to determine the correlation between SERVQUAL dimensions and guest satisfaction levels. The results reveal a high degree of guest satisfaction, with tangibility and reliability emerging as the most influential dimensions, followed closely by responsiveness and assurance. The findings emphasize that superior service quality in luxury hotels significantly impacts guest loyalty and retention. The study recommends periodic service audits, continuous staff training in empathy and responsiveness, and leveraging technology to personalize guest experiences. These insights provide actionable strategies for maintaining service excellence in luxury hospitality, thereby strengthening competitive positioning and enhancing guest experiences.

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  - Sonia Khan
AU  - Abhishek Rajan
AU  - Vivek Singh Aswal
PY  - 2025
DA  - 2025/08/13
TI  - Innovative and Regenerative Practices for Enhancing Service Quality in Luxury Hospitality: A SERVQUAL Model Study of Oberoi Hotels in Himachal Pradesh
BT  - Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025)
PB  - Atlantis Press
SP  - 122
EP  - 134
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-799-1_12
DO  - 10.2991/978-94-6463-799-1_12
ID  - Khan2025
ER  -