Vol. 6, Issue 1, Part C (2024)

This research paper investigates the profound impact of digital technology on customer satisfaction within the hospitality sector, specifically focusing on selected cities in Madhya Pradesh, India. As technology continues to reshape traditional service delivery, the hospitality industry undergoes a fundamental transformation in the way it engages with and caters to its guests. The study meticulously explores the multifaceted dimensions of this digital revolution by scrutinizing the integration and adoption of various digital tools such as online booking platforms, mobile applications, and personalized interfaces. By delving into key aspects of the guest experience, including reservation processes, check-in/check-out procedures, in-room amenities, and customer service interactions, the research aims to unravel the intricate relationship between technological innovations and elevated levels of customer satisfaction. Furthermore, the investigation dives into the role of data analytics and customer feedback mechanisms in tailoring services to individual preferences, creating a more personalized and gratifying stay. Despite the numerous advantages, the study also acknowledges and addresses challenges associated with digitalization, such as cybersecurity concerns and the imperative for staff training. Through a comprehensive analysis of both quantitative and qualitative data obtained from hotels in selected cities of Madhya Pradesh, the research endeavors to provide nuanced insights into the evolving landscape of hospitality in the digital age, it is empowering stakeholders to make informed decisions that optimize customer satisfaction and contribute to the ongoing refinement of guest-centric hospitality industry in Madhya Pradesh and beyond.