Impact of Social Media Marketing in Customer Delight in Hotel industry: Empirical Evidence, Case Studies and Insights

Abstract

Social media marketing has become an important tool for businesses in recent years, particularly those in the hospitality industry, such as hotels. Social media has transformed the hotel industry's marketing methods by enabling new opportunities to communicate with visitors and improve their stays. This review article examines case studies, conceptual frameworks, empirical data, challenges, and recommendations to determine how social media marketing influences consumer satisfaction in the hotel industry. It focuses on how hotels in various countries, especially the growing Delhi-NCR market, use social media to create unique experiences that exceed customer expectations and drive repeat business. It is a significant resource for academics, advertisers, and hospitality industry specialists looking to maximize the effectiveness of their social media initiatives in order to improve client experiences and grow their businesses. The significance of customer pleasure in retaining customer satisfaction and loyalty is being increasingly recognized. This study examines existing literature and case studies to investigate how social media platforms influence consumers' attitudes, engagement, and happiness with hotel services. This review article aims to contribute to the existing body of literature by combining contemporary research and providing insights into the revolutionary role that social media marketing plays in affecting visitor satisfaction in the hotel industry.