A review on the customer perception, expectations and satisfaction post covid in the hotel industry

Abstract

Customer service is king in the travel industry, and the success or failure of a hotel business is determined by the level of satisfaction of its guests. It becomes more difficult to provide customers with an experience that they will enjoy as their expectations grow higher. During this time period, they must contend with the increasing and dynamic nature of travel technology as well as the savvy and resourceful attitudes of travellers and guests towards their establishments. Consequently, hotels must follow the lead of their guests' behaviour. The majority has the final say. They are typically well-educated, have high incomes, and are not afraid to take risks in order to achieve success. Hotels are realising that they must be in multiple locations at the same time, with constant visibility being a critical component of booking success. In recent years, a new breed of tech-savvy travellers has emerged, and they expect hotels to keep up with the latest technological advancements. Even the older generations are now well-versed in the use of social media and mobile devices, two factors that are critical considerations for hoteliers when planning their marketing strategies. This entails mobile-friendly websites, simple navigation, and a booking process that is quick and straightforward. People are using mobile technology to browse social media platforms such as Facebook and Instagram even while gaining travel inspiration, so hotels must maintain a constant presence on the internet. There's no denying that COVID-19 has forever altered the way businesses interact with their customers. In the long run, the way that hospitality businesses operate and deliver experiences will undergo a slew of edits and adaptations, resulting in a new normal. Changes, on the other hand, must take place immediately and swiftly. The failure of a business will result in the company ceasing to operate completely. In addition to complying with any regulations imposed by the government or the industry, hotels will need to consider who might be visiting their area, what they might be looking for, and what services might be available to them. This study is an attempt to understand the perception of customers, as well as their expectations and satisfaction levels, in the hotel industry during the post-COVID phase in various locations throughout South India.