This exploratory study investigates the customer experience in A-category hotels, focusing on the factors that shape guest satisfaction and loyalty. By examining both tangible and intangible elements of the customer journey, this study identifies key drivers of customer experience, such as service quality, ambiance, amenities, and employee interactions. Data were collected through qualitative interviews with hotel guests and management, as well as a survey targeting a broader sample of hotel customers. The findings suggest that customer experience is a multifaceted construct influenced by both functional and emotional aspects. The study provides valuable insights for hotel managers to enhance service delivery and customer satisfaction.

Customer experience, A-category hotels, service quality

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