A Study on Heritage Hotels Performance towards Customer Services in Madhya Pradesh

Abstract

This study examines the role of heritage hotels in Madhya Pradesh, focusing on customer service performance, satisfaction, and loyalty. Heritage hotels, with their historical and cultural significance, provide a unique hospitality experience, yet balancing high service standards with historical preservation presents challenges. The research analyzes how service quality, staff behavior, amenities, and heritage characteristics influence customer loyalty. A quantitative survey-based approach was conducted among tourists and employees of eight heritage hotels, including Ahilya Fort Maheshwar, Amar Mahal Orchha, and Jehan Numa Palace Bhopal. Data were analyzed using statistical methods such as correlation analysis, ANOVA, and One-Sample t-tests. Findings reveal a strong positive relationship between service variety and customer satisfaction (r = 0.928, p = 0.000), with staff behavior and personalized services significantly impacting service quality and loyalty. Heritage hotel characteristics, including architecture and cultural elements, also play a crucial role. The study concludes that service diversification, improved staff engagement, and personalized experiences can enhance customer satisfaction while maintaining cultural authenticity, ensuring the sustainable growth of heritage hotels in the evolving hospitality industry.