Sekar's Project(Rough Draft)
74
A Study on Consumer Preference with respect to Hotel Promenade, Puducherry. Project report submitted in partial fulfillment of the requirements for the Degree of master of business administration in International business Submitted by K.RAJASEKARAN Register Number: 11382070 Under the guidance of Dr. S. THIYAGARAJAN, Ph.D ASSISTANT PROFESSOR DEPARTMENT OF INTERNATIONAL BUSINESS SCHOOL OF MANAGEMENT PONDICHERRY UNIVERSITY PUDUCHERRY-605014 MAY– JUNE 2012
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Transcript of Sekar's Project(Rough Draft)
A Study on Consumer Preference with respect to
Hotel Promenade, Puducherry.
Project report submitted in partial fulfillment of the requirements for the
Degree of master of business administration in
International business
Submitted by
K.RAJASEKARAN
Register Number: 11382070
Under the guidance of
Dr. S. THIYAGARAJAN, Ph.D
ASSISTANT PROFESSOR
DEPARTMENT OF INTERNATIONAL BUSINESS
SCHOOL OF MANAGEMENT
PONDICHERRY UNIVERSITY
PUDUCHERRY-605014
MAY– JUNE 2012
TABLE OF CONTENTS
CHAPTER No. TITLE Pg. No.
1 Overview of Hotel
Industry
2 Company Profile
3 Research
methodology
4 Data analysis &
Interpretation
5 Findings
&suggestion &
Conclusion
6 Bibliography
LIST OF TABLES
Table No. Title Page No.
1. First learn about Hotel Promenade
2. Reasons to visit
3. Visiting with whom
4. Customer satisfaction
5. Satisfied with menu, bar and room rates
6. Service in handling check in and check out
7. Clean, neat and comfortable
8. 24*7 room services
9. Unique ambience and experience
10. Quality of food
11. Presentation and style of food service
12. Reservation handling
13. Feel about room amenities and mini bar
14. Recommendation to your friends and family
LIST OF CHARTS
Chart No. Title Page No.
1. First learn about Hotel Promenade
2. Reasons to visit
3. Visiting with whom
4. Customer satisfaction
5. Satisfied with menu, bar and room rates
6. Service in handling check in and check out
7. Clean, neat and comfortable
8. 24*7 room services
9. Unique ambience and experience
10. Quality of food
11. Presentation and style of food service
12. Reservation handling
13. Feel about room amenities and mini bar
14. Recommendation to your friends and family
Chapter-1-overview of hotel industry
Overview of Hospitality Industry
Hospitality is about serving the guests to provide them with "feel-good-effect".
"Athithi devo bhavha" (Guest is God) has been one of central tenets of Indian
culture since times immemorial. In India, the guest is treated with utmost warmth
and respect and is provided the best services.
Today hospitality sector is one of the fastest growing sectors in India. It is expected
to grow at the rate of 8% between 2007 and 2016. Many international hotels
including Sheraton, Hyatt, Radisson, Meridian, Four Seasons Regent, and Marriott
International are already established in the Indian markets and are still expanding.
Nowadays the travel and tourism industry is also included in hospitality sector. The
boom in travel and tourism has led to the further development of hospitality
industry.
Hotel Industry in India
Hotel Industry in India has witnessed tremendous boom in recent years. Hotel
Industry is inextricably linked to the tourism industry and the growth in the Indian
tourism industry has fuelled the growth of Indian hotel industry. The thriving
economy and increased business opportunities in India have acted as a boon for
Indian hotel industry. The arrival of low cost airlines and the associated price wars
have given domestic tourists a host of options. The 'Incredible India' destination
campaign and the recently launched 'Atithi Devo Bhavah' (ADB) campaign have
also helped in the growth of domestic and international tourism and consequently
the hotel industry.
In recent years government has taken several steps to boost travel & tourism which
have benefited hotel industry in India. These include the abolishment of the inland
air travel tax of 15%; reduction in excise duty on aviation turbine fuel to 8%; and
removal of a number of restrictions on outbound chartered flights, including those
relating to frequency and size of aircraft. The government's recent decision to treat
convention centers as part of core infrastructure, allowing the government to
provide critical funding for the large capital investment that may be required has
also fuelled the demand for hotel room.
The opening up of the aviation industry in India has exciting opportunities for hotel
industry as it relies on airlines to transport 80% of international arrivals. The
government's decision to substantially upgrade 28 regional airports in smaller
towns and privatization & expansion of Delhi and Mumbai airport will improve the
business prospects of hotel industry in India. Substantial investments in tourism
infrastructure are essential for Indian hotel industry to achieve its potential. The
upgrading of national highways connecting various parts of India has opened new
avenues for the development of budget hotels in India. Taking advantage of this
opportunity Tata group and another hotel chain called 'Homotel' have entered this
business segment.
Hotel Industry in India currently has supply of 110,000 rooms and there is a
shortage of 150,000 rooms fueling hotel room rates across India. According to
estimates demand is going to exceed supply by at least 100% over the next 2 years.
Five-star hotels in metro cities allot same room, more than once a day to different
guests, receiving almost 24-hour rates from both guests against 6-8 hours usage.
With demand-supply disparity, hotel rates in India are likely to rise by 25%
annually and occupancy by 80%, over the next two years. This will affect the
competitiveness of India as a cost-effective tourist destination.
To overcome, this shortage Indian hotel industry is adding about 60,000 quality
rooms, currently in different stages of planning and development, which should be
ready by 2012. Hotel Industry in India is also set to get a fillip with Delhi hosting
2010 Commonwealth Games. Government has approved 300 hotel projects, nearly
half of which are in the luxury range. The future scenario of Indian hotel industry
looks extremely rosy. It is expected that the budget and mid-market hotel segment
will witness huge growth and expansion while the luxury segment will continue to
perform extremely well over the next few years.
Chapter: 2-Company Profile:
Hotel Overview: Overlooking the mesmerizing Bay of Bengal, The Promenade is a luxurious boutique hotel offering an opulent accommodation and a wonderful service. Located in the heart of Pondicherry, the hotel is brilliantly done in French style and has a distinctly modern interior. A five star property, the hotel provides
everything luxurious and in style. The Promenade also has some of the best known food and beverage places in Pondicherry. Lighthouse is a charming rooftop restaurant that gives the most amazing views of the majestic Bay of Bengal and offers a tempting barbeque and grill menu. Blue line is a fine round the clock restaurant here that has to offer its guests a good range of authentic Oriental and Mediterranean dishes. Elaborate buffets are regularly laid here. An exotic lounge is also there at The Promenade, the Risqué. It has a fine selection of wines, beers and other liquors. The bartender here can also get you some exotic cocktails and mock tails. Some nice flavors of coffee are also served here.
Pondicherry Local Information: A Tamil culture with a strong French flavor and loads of cosmopolitan tendencies make Pondicherry, a place definitely worth a visit. Blessed gracefully by nature, the entire region is dotted by pretty water bodies, stretching greens and a serene ambience. Mostly untouched and least crowded, the calm and serenity that Pondicherry affords is simply amazing. The serenity of the place drew Sri Aurobindo Ashram here which in turn attracts millions who come here in pursuit of spirituality. A famous monument here is the Aayi Mandapam at the centre of the Park. The French Consulate, Raj Nivas, the former palace of Dupleix, Botanical
Gardens, Chunnambar boat house, Bharathi Park, Museum, Romain Rolland Library, Botanical Garden, Anglo-French textile mills, the 400-year old banyan tree at Keezhoor are some places worth visiting Pondicherry. The city is also a comfortable base to explore other interesting places around. Auroville, the city of unity, Kanchipuram, the temple town, Mamallapuram, the heritage town are some important places that can be visited conveniently, making Pondicherry the base.
Sarovar Hotels & Resorts is a leading hotel management company and one of the fastest growing chains of hotels in India. Headed by a team of industry veterans, the Company manages and franchises 60 operational hotels across 40 cities in India and overseas, under Sarovar Premiere, Sarovar Portico, Hometel, Park Plaza and Park Inn brands. The brands cover the 3, 4 and 5 star spectrum.
Sarovar Hotels also manages corporate hospitality services at the prestigious Indian Institute of Management, Ahmadabad, Hindustan Unilever
Limited's training centre in Mumbai and the new campus of Indian School of Business at Mohali. Geoffrey's, the popular English Pub brand operates at multiple destinations across India.
With 13 regional sales & reservations offices located across India, Sarovar Hotels & Resorts is one of the largest and most diverse hotel management.
Sarovar Hotels & Resorts pioneered in venturing into the mid-market segment in the Indian hospitality landscape. The Company over a period of 18 years has successfully churned the demand in this segment, and is now the third largest chain in India, with 60 operational hotels across 40 cities in India and overseas. It has a diverse portfolio encompassing hotels, resorts, restaurants and corporate hospitality. The properties vary by type, size and the market niche they serve. It provides a consummate and unmatched international hospitality experience at competitive price offerings.
Vision
To strengthen our position as a leading player in the hospitality landscape.
Mission
To provide our guests a superior hospitality experience at excellent value in varied market segments
To provide our employees a great work environment, continuous satisfaction and growth opportunities while treating each other with respect and dignity.
To recognize that profitability is essential to our future success and therefore provide our property owners and investors the highest possible returns
To focus on our growth and maintain consistency in product through warm, personalized service and absolute transparency in all our dealings
To contribute positively to our communities and our environment
Ethos:
In the global communion, Sarovar Hotels has capitalized on the emerging business opportunities by adopting a dynamic and performance driven approach, evolving constantly and adapting swiftly.
A strong focus on the proverbial bottom line, continued development of staff and an intricate understanding of the needs of the Indian market and consumer have catapulted the Company to its present glory. Through experts and a comprehensive involvement it tries to make every project a success.
The Company firmly believes that mutual respect, long term partnerships and strong ethics and integrity are essential to achieve ultimate success. It follows the principle - ('collaboration is the key word to mutual success and growth')
Experience:
The Company is managed by competent professionals endowed with a wealth of experience. It is their keen understanding of the hospitality business and their experts in technical knowledge that has propelled the Company to the forefront of the hotel industry.
Sarovar Hotels continues to enter into strategic tie-ups and excels through innovative hospitality solutions. It has pioneered unique food and beverage concepts. Geoffrey's Pubs are unanimously hailed as some of the finest in the country.
It has been associated with number of prestigious projects from share groups, construction giants, premier educational institutes and other industry leaders.
Expertise:
Sarovar Hotels is one of the few hospitality groups that have access to a vast reservoir of experienced professionals and technical experts.
The Company offers its partners: A team of thorough professionals with an exemplary track record, all of
whom have held senior management positions with the finest hotel companies in India and overseas.
A strong team of corporate operating heads supported by senior specialists in Food and Beverage, Kitchen, Housekeeping, Engineering, Finance and Sales and Marketing.
A strong sales network across India backed by the support of the global sales offices of Carlson Hospitality Worldwide.
A strong nationwide network with the ability to deliver business to hotels.
Continuous training and upgrade opportunities.
Young and very motivated team of mid-level managers.
Strong adaptability, proactiveness and ability to predict and adjust to environmental forces.
Ability to identify market gaps / niches and expand rapidly to fill the same.
Ability to attract retains, train and develop a level of talent otherwise difficult to achieve for a single unit property.
Value for money marketing strategy.
Future:
Sarovar Hotels is continuously working towards developing world class systems and a training culture to deliver customer delight by continuously raising the levels of customer satisfaction. It aims to extend the same Sarovar Hotels hospitality experience in every city across India.
There is a constant endeavor to evolve into a progressive organization, which extends equal opportunities of growth and progress for all its employees and partners by providing them continuous training and counseling at every stage.
OBJCETIVES OF THE STUDY :
To identify the underlying factor that prompts the customers to choose promenade.
To find out reason that prompts the customer to regularly visit promenade
To find out the perception of customer regarding service provided by promenade.
To review whether the customer need are met while they stay in promenade.
To find out the regular customer satisfaction level regarding hotel promenade
CONTACTS US:
MUMBAICORPORATE OFFICESarovar Hotels 42 – Mittal ChambersNariman PointMumbai – 400 021Tel : 91 -22 - 6156 5757Fax: 91 -22 - 6156 5758Email : [email protected]
AHMEDABADSales OfficeSarovar Hotels 306 – Kirtiman Gulbai Tekra
Off. C.G. Road, EllisbridgeAhmedabad – 380 006Tel: 91-79-26425299, 99740 22780Fax : 91-79 – 26408042Email: [email protected]
KOLKATASales OfficeSarovar Hotels 224A, AJC Bose RoadFlat No - 201& 202, Krishna Building,Kolkata – 700 017Tel: 91-33 - 4063 3336Fax : 91-33 - 4063 3336Email: [email protected]
PUNESales OfficeSarovar Hotels 312, Gera Junction, 3rd FloorLulla Nagar, Pune – 411 048Tel: 91-20 - 26830855Email: [email protected]
SURAT Sales OfficeSarovar Hotels M-407, Shiv Shakti ComplexRam Chowk, Ghod-Dod RoadSurat, Gujrat – 395 007Mb: 91-9974022783Email : [email protected]
INDORESales OfficeSarovar Hotels 11, South Tukoganj, M.G. Road,Indore - 452 001Tel: 91-731-307 2727 Fax: 91-731- 307 2728 Email : [email protected]
CHANDIGARHSales OfficeSarovar Hotels Plot No. 147-148,Industrial Area, Phase !,Chandigarh - 160002 Tel: 91 172 - 4299 999/09779111501Email :[email protected]
NEW DELHIREGIONAL OFFICESarovar HotelsMillennium, E -48/9Okhla Phase IINew Delhi - 110 020Tel.: 91-11-2638 3851-5Fax: 91-11-2638 3856Email: [email protected]
BENGALURUSales OfficeSarovar Hotels No.1545, 2nd Floor,1st Cross, Jeevanbhima Nagar Main Road
HAL 3rd StageBengaluru – 560 008Tel: 91- 80 - 41153344 / 5588 / 5599Fax : 91- 80 – 2527 1939Email: [email protected]
CHENNAISales OfficeSarovar Hotels Chona Centre, 3rd Floor45 – College Road, NungambakkamChennai – 600 006Tel: 91-44-28265566 / 6644 / 4488Fax : 91-44 – 2826 0060Email : [email protected]
HYDERABADSales OfficeSarovar Hotels Sree Sree Towers, Flat no. G-1,Door No: 7-1-75, Dharam Karam Road,Ameerpet, Hyderabad – 500 038Tel: 91-40 - 2374 1666Fax : 91-40 - 4002 4844Email: [email protected]
LUDHIANASales OfficeSarovar Hotels Majestic Park Plaza,Ferozepur Road,Ludhiana – 141 001Tel : 91-161 – 277 3000 Ext : 4390Fax : 91-161 – 277 0111Email : [email protected]
VADODARA
Sales OfficeSarovar Hotels 64, Pratham Upvan,Sun Pharma Road,Tandelija,Vadodara - 390 012Tel: 91-99740 12410Email : [email protected]
MARKETING & COMMUNICATIONSSarovar Hotels Manika Bassi GiriEmail :[email protected]
FEEDBACKSarovar Hotels Email : [email protected]
Future Openings:
Chennai Hometel Chennai-Vandalur.
Delhi Park Plaza, Shahdara, Delhi.
Jaipur Hometel Jaipur.
Thekkady Poetree Sarovar Portico – Thekkady
Tirupati Sarovar Portico – Tirupati
Our Hotels
Ahemdabad
Sarovar Portico Park Plaza Baddi
Legend Sarovar Portico
Badrinath
Sarovar Portico Bengaluru
Radha HometelSavannah Sarovar
PremierePark Plaza
Davanam Sarovar Portico Suites
Chandigarh
Hometel Chandigarh Park Plaza Chennai
Radha Regent Durgapur
Peerless Sarovar Portico Faridabad
Express Sarovar Portico Park Plaza Gangtok
The Royal Plaza Goa
Lazylagoon Portico Suites Phoenix Park Inn Ghaziabad
Mahagun Sarovar Portico Gurgoan
Park Plaza Park InnOptus Sarovar
Premiere Haridwar
Ambrosia Sarovar Portico Hosur
Hosur Sarovar Portico Hyderabad
Aditya Park Aditya HometelAditya Sarovar
Premiere Indore
Sarovar Portico
Jaipur
Park Inn Sarovar Portico Jodhpur
Park Plaza Kakinada
Paradigm Sarovar Portico
Kerala
Vasundhara Sarovar Premiere, Kumarakom
Kochi
The Gokulam Park
Kolkata
Peerless Inn Lonavala
Sahil Sarovar Portico Lucknow
La Place Sarovar Portico
Ludhiana
Park PlazaCity Heart Sarovar
Portico
Manali
Sarovar Portico
Mumbai
Grand Sarovar Premiere Hotel Marine Plaza Grand Hometel
Majestic Court Sarovar Portico
Nashik
Lily Sarovar Portico
New Delhi
Iris Hometel, Harinagar Ashtan Sarovar Portico Muse Sarovar Portico Noida, Delhi NCR
Park Plaza Pondicherry
The Promenade Le Dupleix Pune
Noorya Hometel Rajkot
Sarovar Portico Roorkee
Hometel, Roorkee Siliguri
Royal Sarovar Premiere
CHAPTER 3 -RESEARCH METHOLOGY
MEANING OF RESEARCH
The advanced learner’s dictionary of current English lays down the
meaning of research as “a careful investigation or inquiry especially through
search for new facts in any branch of knowledge”. Research is thus an original
contribution to the existing stock of knowledge making for its advancements. It
refers to the systematic method consisting of enunciating the problem, formulating
a hypothesis, collecting the facts, data, analyzing the facts and reaching
cer ta in conclusion ei ther in the form of solut ions towards the
concerned problem or in certain generalizations for some theoretical formulation.
OBJECTIVES
The main aim of research is to find out the truth which is hidden and
which has not yet discovered.
The objectives of carrying out researches are to gain familiarity with a
phenomenon to achieve new insights into it.
To portray accuracy
To determine the frequency with which something occurs or with which it is
associated with something else.
To test hypothesis of a casual relationship between variables.
TYPE OF RESEARCH:
Exploratory research is often conducted because a problem has not been
clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to
familiarize him/herself with the problem or concept to be studied, and perhaps
generate hypotheses (definition of hypothesis) to be tested.
The purpose of the study is to find out the responses of jobseekers who are
searching for jobs through various recruitment solutions. So the study is
Exploratory in nature.
SAMPLING TECHNIQUE:
Sampling area : Pondicherry
Sample size : 50
Sampling method : Convenient sampling
Sampling unit : consumer
SAMPLING DESIGN :
o The method adopted for selecting a sample is sampling procedure
o Respondents were chosen on the basis of non-probability sampling under
which convenience sampling was used.
o Non-probability sampling method which involves a convenient selection of
particular units from the universe for constituting a sample, which represents
the universe.
o When population elements are selected for inclusion in the sample based on
the ease of access it is known as convenience sampling.
DATA COLLECTION:
In order to analyze the response of the consumers who are using different
consumers feedbacks.
PRIMERY DATA:
The primary data was collected from the consumer from puducherry
through questionnaire survey.
SECONDARY DATA:
The secondary data was collected from the company, website and
magazines.
CONVENIENT SAMPLING:
A convenience sample is a sample where the patients are selected, in part
or in whole, at the convenience of the researcher. The researcher makes no
attempt, or only a limited attempt, to insure that this sample is an accurate
representation of some larger group or population. The classic example of a
convenience sample is standing at a shopping mall and selecting shoppers as they
walk by to fill out a survey.
In contrast, a random sample is one where the researcher insures
(usually through the use of random numbers applied to a list of the entire
population) that each member of that population has an equal probability of
being selected. Random samples are an important foundation of Statistics. Almost
all of the mathematical theory upon which Statistics are based rely on assumptions
which are consistent with a random sample. This theory is inconsistent with data
collected from a convenience sample. In general, the Statistics community frowns
on convenience samples. You will often have great difficulty in generalizing the
results of a convenience sample to any population that has practical relevance.
Still, convenience samples can provide you with useful information,
especially in a pilot study. To interpret the findings from a convenience sample
properly, you have to characterize (usually in a qualitative sense) how your
sample would differ from an ideal sample that was randomly selected. In
particular, pay attention to who might be left out of your convenience sample or
who might be underrepresented in your sample.
DISCUSSION:
Convenience sampling generally assumes a homogeneous population, and that
one person is pretty much like another. Whilst people are known to be different,
the difference is assumed to be probabilistic - thus if 80% of a sample prefer
coffee to tea, you might conclude that 80% of the population at large would
choose coffee. In practice, your sample may be mostly middle class Parisians and
the same test in London may well give a different result.
Many famous psychological experiments were done with available people. Most
typically, experiments done in universities use students, simply because they are
cheap, willing and available. This has caused significant debate about the validity
of results. Convenience sampling is also known as Opportunity Sampling,
Accidental Sampling or Haphazard Sampling.
Convenience sampling is a non-probability sampling method.
TOOLS USED:
The tools that are used initially are
Percentage Analysis
Weighted average method
Chi- square test
PERCENTAGE:
Percentage analysis refers to a special kind of ratio; percentages are used in
making comparison between two or more series of data percentages are used to
describe the relationships.
Percentage is calculated are follows,
= d / n * 100
Where‘d’ is the number of respondents
Where ‘n’ is the base of figure of sample group.
No.of respondents favourablePercentage of respondents = ------------------------------------------- *100
Total no. of respondents
WEIGHTED AVERAGE METHOD :
The term weight stands for relative importance of different items.
Weights have been assigned to var ious ranks. The weighted score is
calculated by mult iplying the number of respondents in a cel l wi th
their re la t ive weights and the whole number is summed upto give
the weighted score for that factor . In this method weights are
assigned to the items. The formula for computing weighted average i_
X= ∑WX/ ∑W_ Where X is weighted arithmetic mean X = the variable value i.e. x, x1, x2…..xnW= weight attached to the variable value i.e. w1, w2 …wn
CHI-SQUARE:
Chi-square is a statistical test commonly used to compare observed data with
data we would expect to obtain according to a specific hypothesis
The formula for calculating chi-square ( x2) is:
x2= x (o-e)2/e
That is, chi-square is the sum of the squared difference between observed (o)
and the expected (e) data (or the deviation, d), divided by the expected data in
all possible categories.
STABLES AND CHARTS
Various kinds of tables and charts are used to represent the survey
findings and result. Chart like bar diagram is used.
BAR DIAGRAM
This diagram consists of a series of rectangular bars standing on a common
base. The length of the bars is proportional to their magnitude. The comparison
among the basis based on lengths. There are three types of bar diagram. Simple bar
diagram Multiple bar diagram Component bar diagram
DATA INTERPRETATION
Interpretation refers to the task of drawing influences from the collected
facts. It is an analytical and or experimental study. In fact it is a research
for border meaning of research findings. Data interpretation is concerned with
relationship within the collected data, partially with relationship within the
collected data. Partially overlapping analysis interpretation is also entered
beyond the data of the study to include the result of other research, theory
and hypothesis
CHAPTER 4-DATA ANALYSIS AND INTERPRETATION
Table: 1How to know the hotel
First learn about Hotel Promenade
No. of Respondent % of Respondent
Friends/Business Associate 8 16%Brochures/Hotel Directory 6 12%Travel agent 5 10%Advertising 9 18%Website 17 34%Any Other 5 10%Total 50 100%
Chart:1How to know the hotel
Interpretation: 16% of respondents are know about the friends and business
associates . 12% of respondents are know about the brochures and hotel
directory. 10% of respondents are know about the travel agent. 9% of respondents are know about the advertising. 34% of respondents are know about the website. 0% of respondent is know about the any other.
Table:2Reason to visit
Reason to select No. of respondent % of respondentEnvironment 20 40%New hotel 11 22%Courtesy and friendliness 0 0%Only major hotel 10 20%Room rate/Package Price 09 18%
Total 50 100% Chart:2
Reason to visit
Interpretation:
40% of the respondents are visit for environment. 22% of the respondents are visit for new hotel. 0% of the respondents are visit for friendliness. 20% of the respondents are visit for only major hotel. 18% of the respondents are visit for room rate an package
price.
Table:3Visiting with whom
Visiting with whom No. of respondents % of respondentsAlone 20 40%
Friends 14 28%Family 16 32%Total 50 100%
Chart: 3
Visiting with whom
Interpretation:
40% of the respondents visit to the hotel in alone.
28% of the respondents visit to the hotel with friends.
32% of the respondents visit to the hotel with family.
Table: 4
Level of customer satisfaction
Customer Satisfaction No. of respondent % of respondent
Yes 45 90%
No 5 10%
Total 50 100%
Chart:4
Level of customer satisfaction
Interpretation:
90% of the respondents are satisfied about the customer satisfaction.
10% of the respondents are dissatisfied about the customer satisfaction.
Table: 5
Satisfied level of menu, bar and room rates
Satisfied with menu, bar
and room rates
No. of respondents % of respondents
Yes 43 86%
No 7 14%
Total 50 100%
Chart:5
Satisfied level of menu, bar and room rates
Interpretation:
86% of the respondents are satisfied about menu ,bar and room rates.
14% of the respondents are dissatisfied about menu ,bar and room
rates.
Table: 6
Services hand lying
Service in handling
check in and check out
No. of respondents % of respondents
Prompt 28 56%
Courteous 22 44%
Total 50 100%
Chart:6
Services hand lying
Interpretation:
56% of the respondents are prompt about the check in & check out.
44% of the respondents are courteous about the check in & check out.
Table: 7
Cleanness about the hotel
Clean, neat and comfortable
No. of respondents % of respondents
Yes 36 72%
No 14 28%
Total 50 100%
Chart:7
Cleanness about the hotel
Interpretation:
72% of the respondents are satisfied about the clean ,neat and comfortable.
28% of the respondents are dissatisfied about the clean ,neat and comfortable
Table: 8
24*7 room services
24*7 room services No. of respondents % of respondents
Agree 7 14%
Certain 37 74%
Disagree 6 12%
Total 50 100%
Chart:8
24*7 room services
Interpretation:
14% of the respondents are agree to the room services.
74% of the respondents are certain to the room services.
12% of the respondents are disagree to the room services.
Table: 9
Ambience and experience
Unique ambience and experience
No. of Respondents % of respondents
Agree 30 60%
Uncertain 20 40%
Disagree 0 0%
Total 50 100%
Chart: 9
Ambience and experience
Interpretation:
60% of the respondents are agree to the hotel ambience and experience.
40% of the respondents are uncertain to the hotel ambience and experience.
0% of the respondents are disagree to the hotel ambience and experience.
Table: 10
Quality of food
Quality of food No. of respondents % of respondents
Fabulous 15 30%
Good 27 54%
Average 8 16%
Poor 0 0%
Total 50 100%
Chart:10
Quality of food
Interpretation:
30% of the respondents are fabulous about the quality of the food.
54% of the respondents are good about the quality of the food
16% of the respondents are average about the quality of the food.
0% of the respondents are poor about the quality of the food.
Table: 11
Presentation and style of food service
Presentation and style of food service
No. of respondents % of respondents
Fabulous 12 24%
Good 29 58%
Average 9 18%
Poor 0 0%
Total 50 100%
Chart: 11
Presentation and style of food service
Interpretation:
24% of the respondents are fabulous about the presentation and style of food service.
58% of the respondents are good about the presentation and style of food service.
18% of the respondents are average about the presentation and style of food service.
0% of the respondents are poor about the presentation and style of food service.
Table: 12
Reservation handling
Reservation handling No. of respondents % of respondents
Fabulous 22 44%
Good 24 48%
Average 4 8%
Poor 0 0%
Total 50 100%
Chart: 12
Reservation handling
Interpretation:
44% of the respondents are fabulous about the reservation handling.
48% of the respondents are good about the reservation handling.
8% of the respondents are average about the reservation handling.
0% of the respondents are poor about the reservation handling.
Table: 13
Feel about room amenities and mini bar
Feel about room amenities and mini bar
No. of Respondents % of respondents
Fabulous 14 28%
Good 31 62%
Average 5 10%
Poor 0 0%
Total 50 100%
Chart: 13
Feel about room amenities and mini bar
Interpretation:
28% of the respondents are fabulous about the feel of the room amenities and mini bar.
62% of the respondents are good about the feel of the room amenities and mini bar.
10% of the respondents are average about the feel of the room amenities and mini bar.
0% of the respondents are poor about the feel of the room amenities and mini bar.
Table: 14
Recommendation to the hotel
Recommendation to your family and friends
No. of respondents % of respondents
Yes 45 90%
No 5 10%
Total 50 100%
Chart: 14
Recommendation to the hotel
Interpretation:
90% of the respondents are satisfied to recommend to others.
10% of the respondents are dissatisfied to recommend to others.
Findings and suggestion:
Findings:
34% of respondents are know about the website. 40% of the respondents are visit for environment. 40% of the respondents visit to the hotel in alone.
90% of the respondents are satisfied about the customer satisfaction.
86% of the respondents are satisfied about menu ,bar
and room rates.
56% of the respondents are prompt about the check in & check out.
72% of the respondents are satisfied about the clean , neat and comfortable.
74% of the respondents are certain to the room services.
60% of the respondents are agree to the hotel ambience and experience.
54% of the respondents are good about the quality of
the food
58% of the respondents are good about the presentation and style of food service
48% of the respondents are good about the reservation handling.
62% of the respondents are good about the feel of the room amenities and mini bar.
90% of the respondents are satisfied to recommend to other
Suggestion:
9% of respondents are know about the advertising. 18% of the respondents are visit for room rate an
package price. 28% of the respondents visit to the hotel with friends.
10% of the respondents are dissatisfied about the customer
satisfaction.
14% of the respondents are dissatisfied about
menu ,bar and room rates.
44% of the respondents are courteous about the check in & check out.
28% of the respondents are dissatisfied about the clean ,neat and comfortable.
12% of the respondents are disagree to the room services.
40% of the respondents are uncertain to the hotel ambience and experience.
16% of the respondents are average about the quality
of the food.
18% of the respondents are average about the presentation and style of food service.
8% of the respondents are average about the reservation handling.
10% of the respondents are average about the feel of the room amenities and mini bar
10% of the respondents are dissatisfied to recommend to others.
BIBLIOGRAPHY
Research methodology is taken from the author of F.Khotler.
On the Websites:
www.google.com
www.sarovar hotels.com
www.hotel industry.com
QUESTIONNAIRE
Personal Details:
Name: ……………………………………………………
Address: ………………………………………………….
……………………………………………………………
Telephone no.: ……………………………………………
E.mail: ……………………………………………………
Birthday: ………………………………………………….
Anniversary: ………………………………………………
1. How did you first learn about Hotel Promenade?
Friends/Business Associate
Brochures/Hotel Directory
Travel Agent
Advertising
Website
Any other
2. Please check the most important reasons why you have selected the (Hotel) on this visit?
I like the environment
I prefer staying a new hotel
The courtesy and friendliness of the employees
This is the only major hotel available
Room rate/Package price
3. With whom you are visiting Hotel Promenade?
Alone Friends Family
4. Were you satisfied with the customer service at the Hotel Promenade you visited?
Yes No
5. Were you satisfied with the menu, bar, and room rates?
Yes No
6. Service in handling check in and check out.
Prompt Courteous
7. Clean, neat and comfortable.
Yes No
8. Do you feel the hotel offers 24*7 room services for all guests?
Agree Uncertain Disagree
9. Do you agree the fact that this hotel has unique ambience and experience?
Agree Uncertain Disagree
10.Quality of food.
Fabulous Good Average Poor
11.Presentation and style of food service.
Fabulous Good Average Poor
12.What’s about your reservation handling?
Fabulous Good Average Poor
13.How you feel about the room aminities and mini bar?
Fabulous Good Average Poor
14.Will you recommend this hotel to your friends and family?
Yes No
Suggestions…………………………………………………………………………
………………………………………………………………………………………
THANK YOU
VISIT AGAIN
