Redefining Value in Hospitality: Key Drivers of Satisfaction

Abstract

In the hotel industry, customer behaviour is quite dynamic and impacted by a variety of factors. Primarily, guests choose hotels based mainly on location and price. Nowadays, personalized experiences, customer reviews, price comparison, and the availability of premium services, are all influencing actual preferences. New trends in hospitality are emerging as a reflection of the sector's dynamism and its constant transformations in consumer behaviour and technological advances. This shift underscores the growing importance of emotional engagement and perceived value over purely transactional interactions, especially among loyalty programme members who expect recognition and consistency. Showing an increasingly competitive global market, hotels face the challenge of balancing innovation with adaptation to emerging demands, such as sustainable and regenerative practices and personalised experiences. It is essential to identify the factors that influence their decisions and predict their choices in the Hotel Industry. This article aimed to measure satisfaction across multiple service dimensions, including room quality, staff responsiveness, personalisation, check-in and check-out efficiency, and overall service recovery. A quantitative research approach was employed, with data collected through a structured, on-site survey administered to 62 hotel guests during their stays between March and May 2025. Results indicate that room quality (e.g., cleanliness, comfort, and functionality) and staff performance (including friendliness, professionalism, and anticipatory service) are the strongest drivers of guest satisfaction. Notably, even in the absence of expected perks (e.g. upgrades), guests reported high satisfaction when staff demonstrated empathy and proactive service recovery. The study concludes that continuous investment in staff training, service personalisation and operational consistency is more impactful than reliance on perks alone. In addition to its analytical contribution, this study reflects key learning, including practical insights into guest relationship management, service design, and the operational realities of luxury hospitality. The findings offer actionable recommendations for hotel managers aiming to optimise loyalty programme effectiveness and elevate guest satisfaction in competitive urban markets.