Uses of Social Media and Computer Technologies for Guest Satisfaction and Recommendation Analysis using Machine Learning in Hotels Industries

ABSTRACT

Guest loyalty has great effect on their satisfaction as well as it helps to increase the efficiency, and it leads to improved profit and sale of hotel and create positive impact on customers. Loyalty is a long-Term commitment which helps to stand the business in market for a long time and make business successful. Hospitality industry is the one of the fastest and largest job generating and revenue generating industry in among all sectors. In hospitality industry, employees come with the contact with guest either in front of the house (Front Office F and B service) or back of the house (Food Production Housekeeping) and perform their duties in the best professional way. Customer satisfaction is one of the important objectives to sustain the guest loyalty for repetition. In this research primary data was collected and it belongs to empirical research. Data were collected from the UttrakahndGarhwal region and the major cities covered are Mansoori, Dehradun, Rishikesh and Haridwar. The findings of this study are how customer retention/loyalty relates to the recommendation to the others in addition with the overall outlets performance. The study defines the impact of the overall behavioral variables related to F and B outlets in relation to the satisfaction. The research was conducted with the help of online offline filled questionnaires with the population size of 110. The population covered the regular travelers who have visited any of the Hotels and stayed at least for one night. The data was analyzed by using correlation, ANOVAs and T-Test. The study has reflected the Gap in constraint of the data collection and the COVID-19 Government guidelines. © 2022 IEEE.