Exploring CRM Practices in Madurai's Tourism and Hospitality Industry

This study investigates the impact of sustainable practices on customer satisfaction in fine dining restaurants within star hotels, focusing on establishments in Madurai City. As sustainability becomes an increasingly important criterion for discerning diners, this research aims to explore how eco-friendly initiatives influence customer perceptions and overall satisfaction. Using a mixed-method approach, the study collects data through surveys and interviews with customers, as well as interviews with restaurant managers to understand the implementation of sustainable practices. Key areas of focus include waste management, sourcing of organic and local ingredients, energy efficiency, and water conservation. The findings indicate a positive correlation between sustainable practices and customer satisfaction, highlighting that diners not only appreciate but also prioritize environmental responsibility when choosing fine dining experiences. The study concludes with recommendations for restaurant managers on enhancing sustainable practices to boost customer satisfaction and loyalty, thereby contributing to both environmental conservation and business success in the competitive hospitality industry.