Assessing the Effectiveness of Homestay Feedback Mechanisms on Customer Satisfaction in West Jaintia Hills, Meghalaya

Nagy Asiad Son Langstang () and Trilochan Kumar
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Nagy Asiad Son Langstang: Chandigarh University, Research Scholar, Department of Tourism and Hospitality Management
Trilochan Kumar: Chandigarh University, Assistant Professor, Department of Tourism and Hospitality Management

A chapter in Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025), 2025, pp 74-89 from Springer

Abstract: Abstract The effect of homestay feedback systems on patron satisfaction in West Jaintia Hills, Meghalaya, is examined in this study. It describes how feedback response systems and customer satisfaction relate to homestays in rural tourism. The results show that customer satisfaction is significantly increased by common feedback systems, which are based on frequent communication, timely grievance resolution, and consideration of client suggestions. This study has brought attention to the significance of cultural awareness and individualized care in homestays throughout Meghalaya’s West Jaintia Hills. This study has yielded results for efficient feedback systems in homestays to help with client happiness and loyalty. The quality of rural tourism in Meghalaya can be improved by guesthouse managers, owners, and policymakers using these insights. This qualitative study’s primary goal is to investigate how homestay feedback mechanisms affect patron satisfaction in West Jaintia Hills, Meghalaya. The subjective viewpoints and experiences of homestay customers will be revealed, aiding in the analysis of the elements that affect patron happiness in homestays. Deep interviews were used to define important satisfaction criteria, such as cultural participation, customized attention, and local authenticity. Both understanding homestay visitor happiness and developing policies aimed at enhancing rural travel are aided by the findings, which also help to improve the quality of rural tourist services. The main objective of the study is to understand the relationship between feedback systems and customer satisfaction with regard to homestays in the setting of rural tourism.

Keywords: Homestay; feedback mechanisms; customer satisfaction; rural tourism; West Jaintia Hills; Meghalaya (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-799-1_8

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DOI: 10.2991/978-94-6463-799-1_8

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