Conceptual framework of guest satisfaction, exploring customer expectations and security measures with emergency preparedness in hotel hospitality

Pranjal Kumar and Pratima Ekka

International Journal of Business Performance Management, 2026, vol. 27, issue 2, 246-271

Abstract: Hotel hospitality entails delivering exceptional guest experiences and services in accommodation settings. Despite distinct challenges in the hospitality sector, retention and customer satisfaction are critical. This study proposes a conceptual framework linking guest satisfaction, customer expectations, and emergency preparedness. It identifies personal and hotel characteristics influencing expected hospitality levels and proposes a scale for assessing service quality. Using a standardised questionnaire among hotel staff in India, the research explores factors affecting client satisfaction, employing logistic regression and random forest models. Structural equation modelling tests theoretical hypotheses, examining security and safety expectations. Findings indicate high readiness and satisfaction levels, with a Cronbach's alpha of 0.828. The study reveals correlations between customer expectations, guest satisfaction, and emergency readiness. This framework guides hotel industry stakeholders in enhancing guest experiences and safety protocols. It empowers hospitality professionals to align service offerings with customer needs, ensuring a proactive approach to service quality and crisis management.

Keywords: hotel hospitality; guest satisfaction; customer expectations; conceptual framework; emergency preparedness; random forest; logistic regression model. (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbpma:v:27:y:2026:i:2:p:246-271

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