An Empirical investigation of Customers’ Satisfaction in Small Scale Hotels in Sonipat (Haryana)

In today’s world of high competitiveness, customers’ satisfaction has become the most dominant factor behind the success and failure of an organization. A satisfied customer not affects customers’ repurchase or return intention but also spread positive words in the market which tends to create a brand image and leads to higher profit. Customers’ satisfaction becomes more important in service industry such as hotel products are perishable. So top management of hotels, always focused towards maximizing customers’ satisfaction. The present research paper examine the customers’ satisfaction received in hotels of Sonipat (a district of Haryana state). A total of 150 questionnaire were collected from the study area. This study would help in identifying the major determinants which effects the level of customers’ satisfaction which would help the mangers to develop suitable strategy to enhance the level of customers’ satisfaction.