Employee Engagement and Service Quality- A Study of Select Home’s Stay in Madikeri

Abstract

Homestay has emerged as an important component of rural and experiential tourism in Madikeri, attracting domestic and international visitors seeking personalized hospitality and cultural experiences. Unlike conventional hotel establishments, homestays rely heavily on direct host–guest interactions, making employee engagement a critical determinant of service delivery and guest satisfaction, the level of commitment, motivation, and involvement of employees plays a significant role in maintaining high standards of service quality.
The Researcher examines the relationship between employee engagement and service quality in selected homestays in Madikeri. The research aims to assess the level of employee engagement among homestay employees and hosts, evaluate the perceived service quality offered to guests, and analyze the impact of employee engagement on service quality outcomes. Employee engagement is conceptualized through dimensions such as vigor, dedication, and absorption, while service quality is assessed using the SERVQUAL framework, which includes tangibles, reliability, responsiveness, assurance, and empathy.
A quantitative research design is adopted for the study. Primary data are collected from employees working in selected homestays through a structured questionnaire using a Likert scale. The collected data are analyzed using statistical techniques such as descriptive statistics, reliability analysis, correlation, and regression through IBM SPSS Statistics, while structural relationships between variables are examined using IBM SPSS Amos.
The findings of the study are expected to demonstrate a positive and significant relationship between employee engagement and service quality in homestays. Higher levels of employee engagement contribute to improved responsiveness, personalized attention, and consistent service delivery, thereby enhancing guest satisfaction and the overall tourism experience. The study offers valuable insights for homestay owners, tourism practitioners, and policymakers to develop effective employee engagement practices that enhance service quality and support sustainable tourism development in Madikeri.