000			02132nam a2200205 4500
999			_c52587 _d52587
003			OSt
005			20190911171512.0
008			190911b ||||| |||| 00| 0 eng d
100			_aBhatnagar ,Ekta _934589
245			_aImpact of Housekeeping Services and Practices on Customer Satisfaction and Repeat Business
300			_a46-55 p.
520			_aThe housekeeping department is the backbone of a hotel. It not only looks after the cleanliness of the whole hotel, but largely contributes towards many other activities in a hotel as well. Keeping an inventory and upkeep of all the accommodation and public areas is a challenge in itself which makes it as one of the crucial departments of a hotel. The guest experience in the hotel is highly modified by the effort being put in by the housekeeping department. The study analyzed the impact of housekeeping services and practices on consumer satisfaction and repeat business. The population chosen for this study was hotels situated in Chandigarh Tri-city which included five, four, and three star hotels of the relevant cities. A total of 150 filled questionnaires from guests in these hotels were collected. The constructs used in the study were: Laundry, Decor, Room Amenities, Cleanliness, Guest Satisfaction, and Repeat Business. All the statements based on the above constructs were measured on a 5-point Likert scale. The results showed a significant amount of internal consistency as well as convergent and discriminant validity. The empirical results supported four hypotheses. Decor and Cleanliness were found to have a significant positive relationship with Guest Satisfaction ; whereas, Laundry services were found to have a positive relationship with Repeat Business. Also, Guest Satisfaction was found to have a positive relationship with Repeat Business.
653			_aHousekeeping Services
653			_aCustomer Satisfaction
653			_aRepeat Business
653			_aHotel Industry
700			_aDheeraj , Nim _934590
773	0		_030328 _976640 _aGILANI, MEENAKSHI _dGILANI MEENAKSHI NEW DELHI _o55510799 _tPRABANDHAN _z0975-2854
942			_2ddc _cJA-ARTICLE