Optimizing service excellence: The impact of human resource management on customer satisfaction in Canada’s hospitality industry

Abstract

This study examines how various HRM strategies impact service effectiveness, customer satisfaction, and economic performance in the Canadian hotel industry. Within the very contested hotel sector, HRM strategies like as recruiting, staffing, training, performance evaluations, job structure, and compensation are becoming more and more important for attaining service excellence and improving the guest experience. A quantitative method was used to gather information from 250 Canadians. Four hypothesized relationships between customer satisfaction, service effectiveness, organizational performance, and HRM methods were evaluated using structural equation modeling (SEM). Customer happiness and service quality have been shown to increase significantly with HRM efforts. An important part of providing efficient service is making sure customers are happy, which in turn affects how the company runs. In order to improve service delivery and keep a competitive edge in the hotel business, the poll found that good HR procedures are crucial. Legislators and hotel managers may utilize this study's findings to better align internal management systems along with customer-focused goals.