• Dr. Sushma Sunita Tirkey

Having taken in to consideration the significance of hotels in the success of a destination, as also, the vitality of guest satisfaction in the sustained prosperity of a hotel, it was found imperative to work on the problem related to customer satisfaction with relation to hotel services of a popular destinations. Assuming that majority of foreign (Western) tourists stay in quality hotels, on account of the favorable exchange rates vis a vis the very way of life, it was considered pertinent to concentrate on at least two five star hotels for case study. The objective of this research work is to scrutinize the guest satisfaction level from the gaps existing between the expectation and the perception of different services received at the leading hotel chains for the destination Agra and Khajuraho. The researcher got 265 and 210 respondents from Agra and Khajuraho, and questionnaire sent by the e-mail was 170 and 150 in that order from the guests from leading hotel chains from two tourist destination network falling under the tourist category with superior and luxury facilities. The research work was carried out in two different stages one before check-in and another after check-out The outcome suggested that there was a slight difference in the ranking of attributes, whether by category, or by hotel. Simultaneously the Spearman test confirmed that the satisfaction level of the guest did not change much when the category of the hotel was changed. In general evaluation by guests, from the gaps calculated, in thirteen of the attributes the performance of the hotels surpassed customer expectations.

Customer Satisfaction, hotel services, hotel chains, and tourist

"SATISFACTION LEVEL OF FOREIGN TOURIST WITH REGRAD TO HOTEL SERVICES IN AGRA AND KHAJURAHO – A COMPARATIVE STUDY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.91-110, May-2019, Available :http://www.jetir.org/papers/JETIRCH06010.pdf

"SATISFACTION LEVEL OF FOREIGN TOURIST WITH REGRAD TO HOTEL SERVICES IN AGRA AND KHAJURAHO – A COMPARATIVE STUDY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp91-110, May-2019, Available at : http://www.jetir.org/papers/JETIRCH06010.pdf