Exploring the Factors Influencing Customer Satisfaction in the Hotel Industry and Facilitating Decision-Making through an Analytical Hierarchy Process (AHP) Based Model

Customer satisfaction plays a critical role in the success of the Hotel Industry (HI). Understanding the factors that influence Customer Satisfaction (CS) and utilizing them effectively for decision-making is paramount for hotel managers and stakeholders. This study aims to explore the factors that significantly impact customer satisfaction in the hotel industry and proposes a decision-making model based on the AHP. Through a review of relevant literature, this research identifies key factors such as service quality, cleanliness, amenities, and staff behavior that contribute to customer satisfaction in hotels. The study employs the AHP methodology to evaluate the relative importance of these factors and prioritize them based on their impact on customer satisfaction and provides hotel managers with a structured framework to assess and compare the significance of various factors, enabling informed decision-making. By employing this model, hotel managers can enhance their decision-making processes, improving customer satisfaction and overall business performance.