Human Systems Management 37 (2018) 7–13 DOI 10.3233/HSM-171781 IOS Press 7 Human contribution to service quality in West Bengal’s luxury hotels Dipa Banerjee ∗ and Debasish Biswas ∗ Department of Business Administration, Vidyasagar University, West Bengal, India Abstract. This article substantiates employees’ contribution to customer satisfaction of hotel guests. The reported study’s purposefulness has been to evaluate the relative importance of the personnel component in achieving service quality and customer satisfaction in luxury hotels. Data were collected from 500 guests at 24 luxury hotels West Bengal, India. Seven common factor measurement models are deemed robustly reliable in determining hotel performance. The results are validated using Structural Equation Modelling (SEM) applied to hotel-guest perceptions that pertain to service quality and customer satisfaction. Keywords: Personnel, service quality, customer satisfaction, structural equation modeling, hotel Ms. Dipa Banerjee, has over 15 years of rich experience in aca- demics, training and development. She is imparting lecturers in the area of Functional Management and Organizational Behaviour in Private Management Colleges. She is cur- rently perusing her doctoral research in the area of Strategic Management and Human Resource Management. She has to her credit several published research articles at national and inter- national conferences and journals. Dr. Debasish Biswas, presently serv- ing as an Assistant Professor in the Department of Business Adminis- tration, Vidyasagar University. Dr. Biswas qualified UGC-NET in the field of Human Resource Man- agement. He was awarded M.Phil in Commerce. Dr. Biswas served as a Full Time Lecturer in the Department of Management, Univer- sity of North Bengal, West Bengal. His areas of specializations are Accounting and Financial Manage- ment, Human Resource Management, Industrial Relations and Quantitative Techniques. Dr. Debasish Biswas is prolific researcher. He has contributed 65 research ∗ Corresponding authors. Ms. Dipa Banerjee, Research Scholar, Department of Business Administration, Vidyasagar University, West Bengal, India. Tel.: +91 9046294632; E-mail: dipa.2003@gmail.com and Dr. Debasish Biswas, Assistant Profes- sor, Department of Business Administration, Vidyasagar Univer- sity, West Bengal, India. Tel.: +91 9832362955; E-mail: debasish 762010@yahoo.com. articles in different interdisciplinary areas of management in dif- ferent National Seminars and Conferences. He has authored 30 research articles in National and International journals of repute. He acted as Resource person and Chairperson in different National and International Seminars in different parts of India. He is a life member of Indian Commerce Association, International Business Studies Academia (IBSA, Durgapur) and All India Accounting Association, Kolkata. He has authored five books. He received Best Business Academic of the Year Award -2016 (Gold Medal) at the 69th All India Commerce Conference, organized by Lucknow University. 1. Importance of the study The main focus of the study is to evaluate the rel- ative importance of personnel components through service quality, which leads to customer satisfac- tion. Using Structural Equation Modeling (SEM), we found significant positive relations among the personnel components, service quality and customer satisfaction. Also the results of this study showed that service quality has a relationship with customer satisfaction. 2. Review of literature At the individual level, SEM is particularly appro- priate for tourism research because the factors influencing tourism demand are linked to personal determinants of consumer behaviour [14]. This may 0167-2533/18/$35.00 © 2018 – IOS Press and the authors. All rights reserved