International Journal of Management (IJM), ISSN 0976 – 6502(Print), ISSN 0976 - 6510(Online), Volume 5, Issue 11, November (2014), pp. 51-60 © IAEME 51 IMPORTANCE OF CUSTOMER SATISFACTION IN INDIAN HOTELS ON ACCOUNT OF PERSONAL, SOCIAL AND ORGANIZATIONAL ASPECTS Dr. Sanjeev Kumar, Dr. Sandeep Malik Assistant Professors, Institute of Hotel & Tourism Management Maharshi Dayanand University, Rohtak (Haryana)-India ABSTRACT Objective: The purpose of the present study is to see the importance of customer satisfaction on account of personal, social and organizational aspects. Research Design – The significance of customer satisfaction is examined with the help of a structured questionnaire administered to the guests visiting sampled hotels of Delhi and NCR region. The questionnaire was having items related to the personal satisfaction from staying in a hotel, recognition in the society and its importance for improvement in organizational performance. The statistical tools like percentage analysis, one way ANNOVA and factor analysis are used to analyse the responses. Findings – The findings of the study confirm that customer satisfaction has a great importance for personal and social growth of customers and organizational profitability as well. However, contribution of customer satisfaction towards the betterment of organizational performance rated as highest followed by personal and social improvement of guests. Research limitations: The study has its precincts like availability of time, sample size, personal opinion of the respondents etc. Keywords: Customers, Satisfaction, Personal, Social, Organizational. INTRODUCTION Customer satisfaction has always been the topic of interest not only for scholars and practitioners but for industry also. Though lot of researches have been conducted on these issues in INTERNATIONAL JOURNAL OF MANAGEMENT (IJM) ISSN 0976-6502 (Print) ISSN 0976-6510 (Online) Volume 5, Issue 11, November (2014), pp. 51-60 © IAEME: http://www.iaeme.com/IJM.asp Journal Impact Factor (2014): 7.2230 (Calculated by GISI) www.jifactor.com IJM © I A E M E