Impact Of Housekeeping Practices On Service Quality In Five Star Hotels: Mediating Role Of Guest Satisfaction

Abstract

The purpose of the research is to examine the effects of housekeeping practices on service quality in five-star hotels with the moderating variable of guests’ satisfaction. Another essential business sector in the hospitality industry is housekeeping because the outcome of this job segment affects guests and their judgment of the quality of services provided to them. Surveys are employed as quantitative data collection instruments, while interviews are used as the qualitative data collection tools for collecting solid data from the guests and the staff members in the hotel. Main findings identified show that proper housekeeping measures do boost perceived service quality from clients’ perspective. Punctuality, cleanliness, and consideration are outlined to be important elements that contribute to guests’ satisfaction. This study also finds that the satisfaction of the guest acts as the moderator through which the perceived service quality is affected by the housekeeping practices. Cleaning and hygiene services play an important role in guests’ perception of the general service quality of a hotel; specifically, guests who are satisfied with housekeeping services are likely to have better perception towards the general service quality of the hotel. The findings of the study imply the need to make enhancements in staff training, tangible specifications of proper cleaning, and improved technology used in cleaning. In this way, five-star hotels can always maintain cleanliness and guests’ satisfaction levels, which, as a result, positively affect the general service quality and definitely help them gain higher competitive advantage in the sphere of hospitality market. Finally, conclusions are made regarding the further management of the hotel to ensure that housekeeping strategies become the focal point of the service quality improvement plan. Some areas for future research are proposed to examine the impact of continued enhancement of housekeeping services on customers’ repeat patronage and hotel image.