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Innovative and Regenerative Practices for Enhancing Service Quality in Luxury Hospitality: A SERVQUAL Model Study of Oberoi Hotels in Himachal Pradesh

In: Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025)

Author

Listed:
  • Sonia Khan

    (HPU, Professor, Dept. of Vocational Studies)

  • Abhishek Rajan

    (IHM Kufri, Senior Lecturer)

  • Vivek Singh Aswal

    (IHM Kufri, Lecturer)

Abstract

This study investigates innovative and regenerative practices aimed at enhancing service quality in luxury hospitality, with a specific focus on the Oberoi Hotels in Himachal Pradesh. The primary objective is to evaluate guest satisfaction by applying the SERVQUAL model, which measures five critical dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research utilizes a quantitative methodology, collecting primary data through self-administered questionnaires from 303 guests, including Free Independent Travelers (FITs), during peak tourist seasons. The data were analysed using descriptive statistics (mean, standard deviation) and inferential techniques (one-sample t-tests and correlation analysis) to determine the correlation between SERVQUAL dimensions and guest satisfaction levels. The results reveal a high degree of guest satisfaction, with tangibility and reliability emerging as the most influential dimensions, followed closely by responsiveness and assurance. The findings emphasize that superior service quality in luxury hotels significantly impacts guest loyalty and retention. The study recommends periodic service audits, continuous staff training in empathy and responsiveness, and leveraging technology to personalize guest experiences. These insights provide actionable strategies for maintaining service excellence in luxury hospitality, thereby strengthening competitive positioning and enhancing guest experiences.

Suggested Citation

  • Sonia Khan & Abhishek Rajan & Vivek Singh Aswal, 2025. "Innovative and Regenerative Practices for Enhancing Service Quality in Luxury Hospitality: A SERVQUAL Model Study of Oberoi Hotels in Himachal Pradesh," Advances in Economics, Business and Management Research, in: Manish Sharma & Ajit Kumar Singh & Pankaj Tyagi (ed.), Proceedings of the 2nd International Conference on Innovation and Regenerative Trends in Tourism and Hospitality Industry (IRTTHI 2025), pages 122-134, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-799-1_12
    DOI: 10.2991/978-94-6463-799-1_12
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