Author(s): Pradeep Kumar Patnaik R, Madhuri K, Uday Prakash Reddy K, Hima Sruthi U and Lasya R
This paper examines customers' expectations of services in Vijayawada, the capital of the state of India, and satisfaction levels with those services. Measurement tools have been used to solicit 150 customers from upscale hotels to find out how they make their daily journey decisions to assess travel needs by determining their likes and dislikes through participation in a small group. The analysis was carried out using Chi-square and Pearson's correlation statistical tools, and was found to be significant. the results of the study demonstrates the correlation between the clients' expectations and the star-services they indicate a relationship between expectation and supply While customers generally have different thoughts about the rates they pay at luxury hotels versus the level of quality they expect, both the top stars' rates and services are quite good. Studies have shown that there is a correlation between the parameters that are listed above. For the sake of expectations fulfilled by customer service, customer relationship management (CRM) is thought to be of as the essential application of the moment.