This research has investigated upon the ‘human capital’ components which affects the ‘customer satisfaction’ through service delivery with special reference to four star and five star category hotels in West Bengal, India. The aim of this research work is to identify the main factors of ‘human capital’ in the selected hotels and to find out the relationship among human capital components, service quality and customer satisfaction. In this Research work, we have taken 500 guests as sample size. Data was collected with the help of questionnaire as a tool with fifty nine variables. The survey was conducted among the guests of twenty four reputed four and five star hotels located in West Bengal, India. We have established a structure equation model to establish the relations among the human capital components, service quality and customer satisfaction from the perspectives of the responses of the guests using the help of AMOS software in SPSS. We have found significant positive interrelationships among the human capital components, service quality and customer satisfaction. Our empirical study confirms that service quality is a significant determinant of customer satisfaction.
Dr. Debasish Biswas presently serving as an Assistant Professor in the Department of Business Administration, Vidyasagar University, West Bengal. Dr. Biswas has contributed to 70 research papers in National and Internal conferences, 40 research papers in National and International journals of repute. He has authored nine books.
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LAP LAMBERT Academic Publishing
human capital, Customer satisfaction, Hotel Industry
BUSINESS & ECONOMICS / Production & Operations Management