The hotel has become one of the most competitive businesses in the world over the past three decades. The Indian hospitality industry has witnessed healthy growth, fueled by a steady influx of foreign tourists as well as an increase in tourist traffic within the country. The hospitality industry is a customer-centric service and it is very important for the hotel industry, which positions itself as brands, to be customer-centric and make sure their customers get the very best. Customer satisfaction in the hospitality industry is the top priority for owners in the hotel competition. The study examined the factors that influence customer satisfaction in the hospitality industry and assessed the degree to which personal adaptation of staff to customer expectations, friendliness, physical environment, and emotional stability of employees affect customer satisfaction. This study notes that staff, cost, location, food and dining area, and physical characteristics of rooms and the hotel are the main factors that affect customer satisfaction in five star hotels.

___________________________________________________________________________________

Keywords: Customer Satisfaction, Friendliness, Physical Environment, Dining Area, Hotel Industry.