Original scientific paper

https://doi.org/10.22598/at/2024.36.2.177

ATTAINING GUEST SATISFACTION AND LOYALTY THROUGH INFLUENCE OF EMPLOYEE ENGAGEMENT ON BUSINESS PERFORMANCE: CASE OF FIVE-STAR HOTELS IN SOUTH INDIA

Srividya Iyengar orcid.org/0000-0002-0318-7304 ; Chennai, India

Abstract

The major goal of this study is to analyse and comprehend the linkages between employee engagement, service quality, and business performance at luxury hotels throughout South India. The approach used in this study included a sample of 350 respondents from various premium hotels. This study uses quantitative research methodologies – the Correlation Regression analysis. This study’s target audience consisted of clients and staff of South Indian premium hotels. The findings reveal that staff engagement and service quality have a considerable beneficial impact on the commercial success of South India’s luxury hotel businesses. The practical implications show that investments in employee engagement programs have a direct impact on service quality and start a chain reaction that improves corporate success. The novelty and worth of this study results are the actionable insights that it may provide to improve staff engagement initiatives, service quality, and company success in South India’s luxury hotels.

Keywords

employee engagement; business performance; service quality; luxury hotel industry

Hrčak ID:

324500

URI

https://hrcak.srce.hr/324500

Publication date:

20.12.2024.

Article data in other languages: croatian

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