Customer’s Expectations of Hospitality Services- A Study on Five Star Hotels in Hyderabad City

This paper analyzes the customer's expectations and their satisfaction levels with regard to services offered by five star hotels in Hyderabad city. A structured questionnaire has been used to obtain feedback from the 150 customers of from five star hotels based on convenience sample method. Statistical tools such as Chi-square and Pearson's correlation were employed to validate the results. Findings of the study are (i) there is a relationship between expectations of the customers and the services provided by the star hotels (ii) there is a relationship between customers satisfaction with regard to price charged by the star hotels for the quality of services offered. It is also proved that there is a positive correlation among the above presented parameters. It is suggested that the application of customer relationship management (CRM) is the need of the hour to fulfill the expectations of customer services.