KnE Social Sciences

Published date: Dec 03 2025

Journal Title: KnE Social Sciences

Issue title: The 5th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2025)

Pages: 79 - 89

DOI: 10.18502/kss.v10i29.20251

Partho Pratim Sealpartho.seal@manipal.eduWelcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal

Cheriya Parambath AbhiramWelcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal

Nagendra YadavWelcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal

Customer experience is critical for customer satisfaction and loyalty, especially in wellness resorts where service quality and personalized care are important. The study investigates the customer experience touchpoints that drive customer satisfaction at wellness resorts, focusing on Kerala, India. Understanding these touchpoints is essential for resort managers to enhance customer satisfaction and retention as wellness tourism grows rapidly. This study adopts a purposive sampling with a netnographic approach to analyze online reviews from highly rated wellness resorts on TripAdvisor, the travel guidance platform. With the help of qualitative analysis, the research identifies key themes such as high-quality physical environment, consistent service reliability, and personalized guest care as critical to customer satisfaction. The research findings state that customer satisfaction results from consistent excellence across all touchpoints. The study adds to the body of knowledge on service experience, which provides practical insights to managers to provide an overall customer experience in a wellness destination.

Keywords: customer experience, customer satisfaction, wellness tourism, wellness resorts

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