Guest Satisfaction Analysis: A Case Study on Hotel Amari Dhaka

Abstract

This internship report examines visitor happiness and hotel service quality at Bangladesh's five-star Hotel Amari Dhaka. In the larger framework of Bangladesh's cutthroat hospitality sector, where online evaluations and guest opinions have a big influence on reservations, the study sought to pinpoint the main elements affecting guest happiness and the general caliber of services the hotel offers. Questionnaires and information from fifty visitors were collected during a six-month internship through in- depth interviews and direct observations. While inferential statistics, such as regression and correlation analysis, were utilized to investigate the connections between important service qualities and visitor satisfaction, descriptive statistics were utilized to gather visitor opinions. The results demonstrated that staff professionalism and attentiveness were crucial components in generating positive guest experiences, and that perceived value for money had a significant influence on client satisfaction. Guests highlighted cleanliness and safety as essential components of their whole experience, making them basic expectations. Despite the high overall satisfaction score, the investigation found areas for improvement, especially in terms of improving communication about service offers and promoting facilities with additional value. The study ends with strategic recommendations to raise perceived value for money, improve service quality, encourage staff professionalism, and guarantee the highest standards of safety and cleanliness. The study's shortcomings, including its small sample size and single-location focus, are noted, and suggestions for future research are made in light of the global hotel sector.