Covid 19: Resilience-Building Strategies for Elevating Customer Satisfaction in the Luxury Hotel Industry

Dr. Sara Sarwari and Tanvir Ahmed Minar
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Dr. Sara Sarwari: Department of Business Administration, Stamford University Bangladesh
Tanvir Ahmed Minar: Department of Business Administration, Stamford University Bangladesh

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 4, 940-959

Abstract: The purpose of this study is to investigate the post-COVID-19 expectations of luxury hotel customers and identify the strategies that focused on customer satisfaction and evaluate the resiliency of the luxury hotels. The study utilized SurveyMonkey and email as the primary means of gathering responses. A total of 400 participants were chosen from the sample population for the purpose of conducting the final research, by using the structural equation modeling. The paper conducting an examination into the enduring effects of strategies on customer satisfaction and resilience of luxury hotels might yield new insights that enhance the strategic planning and decision-making processes within the luxury hotel category. The findings from the research pertaining to the influence of room amenities, staff performance, and common space facilities on customer satisfaction, as well as their subsequent implications for hotel resilience in luxury establishments following the COVID-19 pandemic, unveil a number of noteworthy observations.

Date: 2024
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