Customer Satisfaction and Service Excellence in India's Hospitality, Leisure, Sports, and Tourism Sectors

Abstract

 This study explores the evolving dynamics of service quality and customer satisfaction (SQCS) in India's hospitality, leisure, sport, and tourism sectors, with an emphasis on the role of emerging technologies and modern business norms. Using bibliometric analysis of literature indexed in Web of Science, the research identifies new trends, key challenges, and region-specific issues such as cultural diversity, the rise of domestic tourism, and the impact of recent policy shifts. The study highlights critical challenges facing India, including the need for enhanced workforce training, infrastructure improvements, and the integration of digital innovations such as AI, automation, and IoT to elevate customer experiences. Key themes such as destination loyalty, hyper-personalized services powered by data analytics, and the growing demand for immersive regional tourism experiences are highlighted as crucial factors influencing customer satisfaction. The research underscores how digital transformation is reshaping customer interactions and service delivery, emphasizing the shift toward a more tech-driven and sustainable tourism industry​