Abstract
The hospitality industry is characterized by its dynamic and competitive nature, necessitating a nuanced understanding of customer preferences and expectations. Through a thorough analysis, this research seeks to understand the multifaceted connection between customer demographics and hotel Service Quality (SQ). The hospitality sector has to comprehend how the different demographic aspects affect how the customers perceive and they are satisfied with hotel services to customize services while enhancing the overall experience for customers. This research is experimented in the SPSS tool regarding analyzing the customers’ perceptions of SQ in hotels. A standardized questionnaire was implemented to survey 550 hotel customers and the results were analyzed in terms of the demographics of the participants. To determine whether there were any significant associations or distinctions, the t-test for independent samples (IS) and the “Chi-square test” was employed. Significant variations were found in the outcomes of the 4 dimensions regarding SQ. It was typical to find that, depending on their demographics, hotel customers’ opinions of the quality of the services offered differed greatly. The hotels throughout India were frequented by people from a wide range of backgrounds. Customer demographic traits probably have an impact on how well they perceive the quality of the services provided by hotels.
Keywords: Customer Preferences, Demographics, Experience, Hotels, Service Quality (SQ).