Assessing Service Quality and Customer Experience in Premium and Luxury Hotels: Evidence from Chennai City
Year: 2026
Type: article
Abstract: The hotel industry has experienced considerable changes due to evolving customer expectations, heightened competition, advancements in technology, and the increasing significance of experiential consumption. Premium and luxury hotels, in particular, rely heavily on exceptional service quality and unforgettable customer experiences to draw in and retain guests. This research aims to evaluate service quality and customer experience within premium and luxury hotels located in Chennai City. The study investigates various aspects of service quality, such as reliability, responsiveness, assurance, empathy, tangibility, personalization, and technological support, and assesses their impact on the overall hotel experience of customers. A structured questionnaire will be distributed to guests who have stayed at selected premium and luxury hotels in Chennai. The research employs a descriptive and analytical design, utilizing appropriate statistical methods to analyze the relationships between the dimensions of service quality and customer experience. The anticipated findings are expected to reveal the key factors that shape guest perceptions, satisfaction, loyalty intentions, and positive word-of-mouth. Additionally, the study may uncover variations in customer expectations concerning traditional hospitality services versus technology-enabled services. This research offers practical insights for hotel managers aimed at enhancing service delivery, employee performance, personalization, digital interaction, and guest relationship management. Ultimately, the study contributes to a deeper understanding of how exceptional service quality can foster differentiated and sustainable customer experiences in the competitive landscape of Chennai’s premium and luxury hotel sector.
Authors: A Michael Santhosh, R Kannan
Institution: Madurai Kamaraj University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: bronze
OpenAlex ID: W7225330473