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VOL. 12, ISSUE 1 (2026)
Determinants of Guest Satisfaction in Mid-Scale Hotels: A mixed-methods analysis of service quality and personalization
Authors
Saurabh Tripathi, Dr. Sidhanshu Rai
Abstract
This study investigates the determinants of guest satisfaction in
mid-scale hotels, focusing on the interplay of service quality and
personalization. Utilizing a mixed-methods approach, the research combines
quantitative surveys (n=300) with qualitative interviews (n=20) conducted
across five urban mid-scale hotels. Findings reveal that service quality,
particularly staff responsiveness and empathy, significantly predicts guest
satisfaction, while personalization—such as tailored guest
interactions—enhances loyalty and positive experiences. Thematic analysis
highlights the importance of proactive communication and customized services in
mitigating dissatisfaction. The study contributes to hospitality literature by
underscoring the synergistic role of service quality and personalization in
driving guest satisfaction. Practical implications include recommendations for
staff training and technology integration to deliver personalized guest
experiences.
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Pages:351-354
How to cite this article:
Saurabh Tripathi, Dr. Sidhanshu Rai "Determinants of Guest Satisfaction in Mid-Scale Hotels: A mixed-methods analysis of service quality and personalization". International Journal of Commerce and Management Research, Vol 12, Issue 1, 2026, Pages 351-354
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