International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Assessing the Impact of Personalized Services Andenvironmental Sustainability Practices on Repeat Business Infive-star Hotels in Ernakulam District

Author(s) Ms. Linda Shiffy K.A, Dr. k.Lakshmipriya nil nil
Country India
Abstract ABSTRACT
The purpose of this paper is to examine the influence of personalized services and environmental sustainability practices towards guest satisfaction as well repeat business among five-star hotels in Ernakulam district. Structured questionnaires and semi-structured interviews were employed to collect primary data from a sample of 382 guests. This should be added after the Descriptive statistics write up "on descriptive stats high mean scores - Personalized services (4.2), Environmental sustainability practices (3.8), Guest satisfaction (4.3), Repeat business Intention (4.1).". Results from regression analysis revealed significant positive effects of personalized services (β = 0.45, p <.001) and environmental sustainability practices (β = 0.35, p <.001) attitude toward satisfaction level in predicting the guest satisfaction levels. Guest satisfaction was positively related to repeat business, according to correlation analysis (r = 0.65; P <.001). The other dimension analyzed, the effect of personalized services and environmental sustainability practices on repeat business vs new clients, reveals a significant difference with an F = 12.34 (p <.001). Implications: The findings contribute to the growing recognition in marketing research that personalized services and sustainability initiatives are critical when it comes to increasing guest loyalty, offering important strategic guidance points for hotel managers.
Keywords KEYWORDS: Personalized services, Environmental sustainability, Guest satisfaction, Repeat business, Five-star hotels, Ernakulam district.
Field Arts
Published In Volume 8, Issue 2, March-April 2026
Published On 2026-04-09
DOI https://doi.org/10.36948/ijfmr.2026.v08i02.71737
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