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INTRODUCTION
Why Organizations Focus on Customer Satisfaction
Businesses monitor customer satisfaction in order to determine how to increase their
customer base, customer loyalty, revenue, profits, market share and survival. Although
greater profit is the primary driver, exemplary businesses focus on the customer and his/her
experience with the organization. They work to make their customers happy and see customer
satisfaction as the key to survival and profit. Customer satisfaction in turn hinges on the
quality and effects of their experiences and the goods or services they receive.
Customer Satisfaction
The definition of customer satisfaction has been widely debated as organizations
increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of
situations and connected to both goods and services. It is a highly personal assessment that is
greatly affected by customer expectations. Satisfaction also is based on the customer’s
experience of both contact with the organization (the ―moment of truth‖ as it is called in
business literature) and personal outcomes. Some researchers define a satisfied customer
within the private sector as ―one who receives significant added value‖ to his/her bottom
line—a definition that may apply just as well to public services. Customer satisfaction differs
depending on the situation and the product or service. A customer may be satisfied with a
product or service, an experience, a purchase decision, a salesperson, store, service provider,
or an attribute or any of these. Some researchers completely avoid ―satisfaction‖ as a
measurement objective because it is ―too fuzzy an idea to serve as a meaningful benchmark.‖
Instead, they focus on the customer’s entire experience with an organization or service
contact and the detailed assessment of that experience. Customer satisfaction is a highly
personal assessment that is greatly influenced by individual expectations
Some definitions are based on the observation that customer satisfaction or dissatisfaction
results from either the confirmation or disconfirmation of individual expectations regarding a
service or product. To avoid difficulties stemming from the kaleidoscope of customer
expectations and differences, some experts urge companies to ―concentrate on a goal that’s
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more closely linked to customer equity.‖ Instead of asking whether customers are satisfied,
they encourage companies to determine how customers hold them accountable Customer
satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator
within business
Customer satisfaction depends on the product’s performance relative to a buyer’s
expectation, the customer is dissatisfied. If preference matches expectations, the customer is
satisfied. The key is to match customer expectations with company performance.
Consumers usually face a broad array of products and services that might satisfy a given
need. How do they choose among these many marketing makers offers? Consumers make
choices based on their perception of the value and satisfaction that various products and
services deliver.
Customer satisfaction with a purchase depends on how well the product’s performance
lives up to the customers’ expectations. Customer satisfaction is a key influence on future
buying behavior. Satisfied customers visit again and tell others about their good experiences
dies-satisfied customers of ten switches to competitors and disparage the products to others.
Businesses survive because they have customers who are willing to buy their products or
services. However, many businesses fails to ―check in‖ with their customers to determine
whether they are happy or not and what it will make to make or keep them happy.
According to U.S consumers’ affairs department, it costs five times more to gain a
new customer than to retain an existing one. Other studies have repeated that with just a five
percent increase in Customer retention’s a firm can raise its profitability customers spend
salary at first, but with succeeding years of good experience, they will spend increasingly
more.
Depending on the industry and the nature of the bad experience, dissatisfied
customers will complain to 10 to 20 friends and acquaintances, which is three times more
than those with good experiences are. Hence, the negative information is influential, and
consumers generally place significant weight on it when making a decision. If that is not the
reason enough, fierce competitor is needed more and more to differentiate firms from one
another. With technology available to virtually every one today, the traditional features and
cost advantages are no longer relevant. Still product and service quality provides an
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enormous opportunity to distinguish a firm from the rest. The Japanese have recognized this
and have though us to expect quality. Today’s consumers do, and they know more about
products and services than they ever did.
Customers are the best source of information. Whether to improve an existing product
or service or whether firms are planning to launch something new. There is no substitution
for ―getting it from horse’s mouth‖ When you talk to your customer directly, to increase your
odds for achieving success you ―mistake-proof‖ your decisions and work on what really
matters. When you routinely ask the customers for feedback and involve them in business
they, in turn, become committed to the success of your business.
NEED OF CUSTOMER SATISFACTION IN HOSPATILITY INDUSTRY
If there's any place where customers are likely to be paying attention to the type of service
they receive, it's within the hospitality industry. From restaurants to hotels and everything in
between, your job as a hospitality service provider is to maintain customer happiness and
satisfaction. Keep your customers at the forefront of your operational plans to hold your
hospitality business a float.
In order to be successful in the market it is not sufficient to attract new customers managers
must concentrate on retaining existing customers implementing effective policies of customer
satisfaction and loyalty. In hotel industry customer satisfaction is largely hooked upon quality
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of service. A management approach focused on customer satisfaction can improve customer
loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the
importance for customers of hotel attributes in hotel selection is indispensable. Research on
the topic of guest satisfaction, which translates into the consideration of whether or not
customers will return to a hotel or advice it to other tourists, is pivotal to the success of the
hospitality business. Neglecting to pay attention to those hotel attributes considered most
important by guests, may lead to negative evaluation of the hotel, thus restricting the chance
of repeat patronage.
Customer satisfaction is a business philosophy which tends to the creation of value for
customers, anticipating and managing their expectations, and demonstrating ability and
responsibility to satisfy their needs. Quality of service and customer satisfaction are critical
factors for success of any business. Enterprises exist because they have a customer to serve.
The key to achieve sustainable advantage lies in delivering high quality service that result in
satisfied customers. Service quality and customer satisfaction are key factors in the battle to
obtain competitive advantage and customer retention. Customer satisfaction is the outcome of
customer’s perception of the value received in a transaction or relationship, where value
equals perceived service quality, compared to the value expected from transactions or
relationships with competing vendors. In order to achieve customer satisfaction, it is
important to recognize and to anticipate customers' needs and to be able to satisfy them.
Enterprises which are able to rapidly understand and satisfy customers' needs, make greater
profits than those which fail to understand and satisfy them. Since the cost of attracting new
customers is higher than the cost of retaining the existing ones, in order to be successful
managers must concentrate on retaining existing customers implementing effective policies
of customer satisfaction and loyalty. This is especially true in the hotel industry.
Nowadays one of the biggest challenges for managers in the hotel industry is to provide and
sustain customer satisfaction. Customer requirements for quality products and service in the
hospitality industry has become increasingly evident to professionals. Guest relationships are
a strategic asset of the organization and customer satisfaction is the starting point to define
business objectives. In this context, positive relationships can create customer’s higher
commitment and increase their return rate. A long-term and reciprocally advantageous
relationship between customers and the hotel is becoming progressively important because of
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the highly positive correlation between guests' overall satisfaction levels and the probability
of their return to the same hotel. Hotels are increasing their investments to improve service
quality and the perceived value for guests so as to achieve better customer satisfaction and
loyalty, thus resulting in better relationships with each customer. Relationship quality has a
remarkable positive effect on hotel guests’ behavior: it creates positive word of mouth and
increments repeated guest rates.
Components of customer satisfaction
Customer satisfaction has been depicted as the identification and management of moment of
truth. Zemice and Albrecht, who espouses the philosophy of satisfaction, identify three
components of truth namely:
The service strategy
Service strategy is the decision about a service that will provide it with a unique identity visa-
Vis competition. It’s also a means for creating shared value through the organization unifying
purpose for management and service priorities for the staff members. To foster customer
satisfaction orientation, a service strategy should be customer centered, enabling the business
to meet the needs, expectations and motivation of target market.
The system
The system represents the manner in which a service is being delivered. A customer
satisfaction system should be designed to provide a maximum level of ease and convenience
to customers. This could be achieved by conducting a task analysis that identifies the service
and enables the staff to rehearse the performance required to satisfy the customer.
The People (employees)
Employees are very crucial component of the moment of truth. Employees determine the
quality of the service to be delivered. The quality of contact and service given, attitude and
appearance of the employees are crucial.
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Major Competitors:
The major competitors of Hotel Mahendra Pedawala can be divided into two groups:
a) The hotels providing lodging and restaurant facilities in the city.
Raj Palace:
Hotel is a luxurious 3 star hotel designed with heritage architecture which is air-
conditioned and centrally located in Ahmednagar. Promoted by well-known Business
Group of Ahmednagar Mr. Rajesh Ekade and Mr. Mahesh Ekade. It is well known for
its two specialty restaurants serving scrumptious food, one being vegetarian and the
other non-vegetarian, with a well-stocked bar. The hotel has a well-equipped&
modern banquet halls, conference room, & gymnasium.
Hotel Singh Residency:
Singh Residency luxury hotel is a 3 star contemporary lifestyle destination in
Ahmednagar. Guests can choose from an assortment of luxury rooms and suites and
classic suites to enjoy their stay in. Fine dining options are available with various
multi-cuisine restaurants like, the Thalishan & Senses serving specialties from south
indian, chinese, pantry, tandoor & indian sections.
Hotel Yash Grand:
Featuring lawns/gardens, doctor on call and laundry, Hotel Yash Grand's restaurant
serves mouthwatering and delicious foods to the guests. The guests can also enjoy
swimming in well-designed and an inviting swimming pool. Additionally, hotel
provides taxi service doctor on call and a well-appointed conference hall with parking
facility. Each air-conditioned room at hotel has cable TV, intercom facility and geyser
in bathroom.
b) The reputed sweet shops in Ahmednagar.
o Rajasthan Sweet Center
o Mumbai Mithaiwala
o Mujhoba Sweets.
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History:
In 1950 Mr. Mahindra khetasi Jagad started selling Pedha (Sweets) in Ahmednagar. Due to
economically weak conditions he started his business by selling it door-to-door, because he
was not in the condition to purchase the shop and establish his business. He continued with
same for near about 10 to 12 years. Meanwhile in this period he kept on adding some new
varieties to get wider exposure and sold it in market.
In 1975 Mr. Mahindra khetasi jagad started his own sweets shop named as ―Mahindra
Pedawala‖ in the main market of the Ahmednagar city. Year by year Mahindra Pedawala
became reputed and famous shop for sweets in the city. Day by day the business started
growing and with this achievement of the sweets shop Mr. Mahindra took step ahead towards
more bright future of his business and he started the Restaurant in the city in 1992. In 1999
they expanded their restaurant business and introduced lodging facilities as well. Mahindra
Pedawala continued on its profitable growth path and started Hotel Mahindra Pedawala pure
veg situated in heart of the city later in 2013.
About Hotel:
Mahendra Pedawala hotel which was established in 1942 started their new outlet which is
located close to Ahmednagar city on National Highway – NH10 in 2013. Hotel offers a
perfect combination of uncompromising hospitality and amenities including a Blue Pearl
Restaurant, Fountain Garden Restaurant, Lotus Garden Restaurant, Fast – O - Food Center,
Mogali Jungle Restaurant, Star Gaze Terrace Garden Restaurant, Business Conference Hall
and Mithai Shop. The elegant contemporary interiors of our hotel -- spread over three floors -
- enchant the eye with their subdued moonlit hues and quiet aura.
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Hotel Mahendra Pedawala is famous only
by its success and traditions in
Ahmednagar. This hotel equipped with all
the facilities, which are expected by any
customer. In this hotel there is Sweets
shop for the customers, restaurant which
provides various types of veg food with
best quality. Mahendra Pedawala hotel
also started lodging for customers, which
serves customers five star like hotel
services.
Beautifully planned decor, comfortable airy rooms and exquisite dining make Mahendra
Pedawala Hotel, is one of the leading luxury hotel in Ahmednagar. Get the feeling of a home
away from home as you check right into Mahendra Pedawala Hotel. There are plenty of
reasons which makes Mahendra Pedawala one of the special hotel in Ahmednagar and we
wholeheartedly invite to your stay at our hotel. Another most special and attractive part of
this hotel is ―Mogali restaurant‖, which is specifically made for the children but grownups,
can as well feel the change. And onemore specialty of this restaurant is that it is underground.
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MITHAI SHOP
Delicious & extremely popular, Mahendra Pedawala Sweets is delighting our customers, their
range of products not only include there famous pure sweets but also snacks, biscuits, combos
and much more. It was conceived with the sole aim to provide their esteemed customers,
pure, delicious & finest quality sweets.
FOUNTAIN GARDEN RESTAURANT
Garden Restaurant offers a distinct flavor when it comes to sheer feel of the place. It not only
offers delicious food options specially created by our professional production team, but also
gives that extra delight through exclusive personal attention & care that one truly deserve as
their special guest.
STAR GAZE TERRACE RESTAURANT
The finest quality terrace garden restaurant at Mahendra Pedawala makes it delightful to
bring out the real pleasure with luxury. Guests enjoy the best food luxuries from the
traditional Indian to western cuisines. The luxury service creates a sensuous approach and
leaves behind a magical sense of desire to come back.
MOGLI JUNGLE RESTAURANT
Walk into a new innovative Jungle restaurant, and you are joining the place full of natural
ambience. The place is a mix of fun, culture and entertainment for both adults and the
children with delicious food around. A lush atmosphere with the soothing music provides a
perfect outing for the whole family.
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FAST-O-FOOD CENTER
The fast food restaurants are aimed at giving our customers a taste of fast food cuisines at
value-for-money prices along with stringent quality control. They serve many delicious
dishes along with fruit juice and soft drinks
Other Facilities and Services Provided
24 hours room service
24 hours business center
24 hour travel service
24 hour currency exchange
Doctor on call
Safe Deposit Lockers
Manager on duty -24 hrs.
Valet parking service
Laundry and dry cleaning
Business center
Travel desk
Car parking
Doctor on call
Florist
Safety deposit
Wi-Fi fidelity
International direct dial telephone
All Major International Credit
Cards accepted.
All Major Foreign Currencies and
traveler’s cheques accepted.
.
ServicesServices FacilitiesFacilities
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Group Vision
Mahendra Pedawala Group shall deliver Everything, Everywhere, Every time for
Every Indian Consumer in the most profitable manner and planning to expand our chain
across whole India.
Group Mission
The Mahendra Pedawala Hotel is built around a unique concept that provides facilities
to meet the key needs of today's traveller, at surprisingly affordable rates. We promise to
provide smart, clean and safe hospitality and modern amenities which you may need to stay
here comfortably. That’s why we work hard to ensure that you get the best out of your stay at
Mahendra Pedawala Hotel.
We share the vision and belief that our customers and stakeholders shall be served
only by creating and executing future scenarios in the consumption space leading to
economic development.
We will be the trendsetters in evolving quality of service, revived taste, making
consumption affordable for all customer segments - for classes and for masses.
We shall infuse Indian cuisine with confidence and renewed taste.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united determination
shall be the driving force to make us successful.
Core Values
Indianness: confidence in ourselves.
Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be humble in our conduct.
Introspection: leading to purposeful thinking.
Openness: to be open and receptive to new ideas, knowledge and innovation.
Valuing and Nurturing Relationships: to build long term relationships.
Adaptability: to be flexible and adaptable, to meet challenges.
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This chapter outlines the concept of hotel industry. It presents the overview of hotel industry,
its history and it also discusses about the growth and trend of the hotel industry nowadays.
When most of the tourists plan their trips, one of first steps is to look for the hotel and book
the room at or near the place where they want to visit. These days, hotel is not as simple as
the building; it becomes an industry that employs many people, especially the female.
What is hotel industry?
Food, accommodation and dress are the three most essential things of human. Hotel or hotel
industry alone provides two basic things: food and accommodation. So, what is hotel or hotel
industry? Hotel is a part of the hospitality industry which is an umbrella term for a broad
variety of service industries including, but not limited to, hotels, restaurants and casinos.
Hotel is often referred as a ―Home away from home‖. If we consider meaning of hotel in the
dictionary, a hotel is a building where you pay to have a room to sleep in and where you can
eat meals (Cambridge dictionary) or a hotel is an establishment that provides paid lodging on
a short-term basis (Wikipedia) According to A.M. Sheela, the author of the book ―Economics
of Hotel Management‖, hotel is the place where the tourist stops being the traveler and
become a guest. Hotel usually offer a full range of accommodations and services, which may
includes suites, public dinning, banquet facilities, lounges and entertainment facilities. It is
considered as an industry whose main aim is also to make profits for the hoteliers, though this
may change at times. Hence a hotel should provide food, beverage and lodging to travelers on
payment and has in turn the right to refuse if the traveler is drunk, not follow the rule of
hotels or not pay the service fee. Traditional hotels provide rooms, banquets and restaurants.
Additional hotels get revenues also from telephone call services, laundry services, travel
services, internet services and recreational, entertainment activities in the hotels.
1.2 History of hotel industry
The hotel is maybe one of the oldest industries in the world. The history of hotels is
connected closely to civilizations of mankind. According to some documents, the first inn
was appeared in the sixth century B.C when some couples provide large halls for travelers to
drink and the entire service was done by owners. To other documents, since early biblical
times, the Greeks developed thermal baths in villages for rest. Later, the Romans built
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mansions to provide accommodation for the government business. The first thermal baths in
England, Switzerland and the Middle East were developed by the Romans. In the Middle
Ages, religious built inns to cater for their colleagues on the move. At the beginning, inns did
not offer meals. They only provided shelter and allowed horses to be changed more easily.
Travelling became popular and the impact of the industrial revolution in England spread
widely that led to the change from social or governmental travel to business travel. The need
for quick and clean service all the time was emerged. The birth of hotel industry took place in
Europe. At the beginning of the fifteenth century, in France, the first time, there was a law
required that hotels keep a register. During this period, the first guide books for travelers
were also published. English rules for inns also introduced at that time. At the same time,
around 1500 thermal spas were developed in Carlsbad and Marien bad. However, the real
growth of the modern hotel industry took place in the USA by the opening of the City Hotel
in New York in the year 1794. It emerged the wave of hotel building activity in different
cities. Some of the best hotels of the USA were built in this era, but the real boom came
in the early of 20th century. This period also saw a beginning of chain operations under the
guidance of E.M Sattler which would spread into all the continents. It involved big
investments, big profits and trained professionals to manage the hotel business.
Nowadays, architects, designers, developers, engineers, managers, etc realize that taste of
guests could be different, according to their wishes or needs. Therefore, they have to catch
new trends, define better criteria, present modern standards in order to improve quality of life
in hotels.
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Objective:
The objective of the project is to study customer satisfaction towards the service of Hotel
Mahindra by Mahindra Pedawala Group. The study will find many more interesting ideas to
attract customer towards hotel and to understand the needs, response of the customer so that
they will become potential customers for the hotel.
As Mahindra hotel is reputed and well known in Ahmednagar, we can say this hotel is first
choice of the customer or foodie peoples because of the best services provided by hotel. It
was essential to know the feedback of customers in order to improve the service structure of
the hotel for customers. The hotel visit made us possible to measure the customer appeal by
identifying the attributes, which gave customer-varying degrees of satisfaction.
Questionnaire based on hotel service format some attributes like taste of customer and special
services offered by competitors were identified as critical (motivational) factors for providing
satisfaction to customers, while other factors like environment of hotel, behavior of staff. But
absence of such factors definitely results in dissatisfied customer. These factors could result
on customer perception towards hotel and their services.
For this a questionnaire was prepared which gave a vague idea about the people’s choice who
were really liked the service and food of hotel. Customers were willing to visit the hotel for
again next time.
The study was undertaken in Ahmednagar for during two months. We distributed the work in
two parts, first 15 days for collection of data and scanning the data. The questionnaire
contains various aspects like there. Structure of Hotel in terms of customer attraction,
facilities provided, contact details, etc. The second part of the study that consists of 45 days
contains scanning the questionnaire and personally approaching the customers for their
feedback. The most important part was analyzing the gathered information.
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Research on satisfaction of customer towards service of the hotel.
By improving the quality of services and taking feedback from the Customers, at what
level they satisfied by the food and service of the hotel, we’ll come know the
customers satisfaction. If not, will research which factors are responsible for this
dissatisfaction.
To know customer preference towards this hotel.
By proving high class services so that customer gets satisfied and will keep good
memories in the mind of the hotel. Whenever he will think about hotel for the food he
remembers this hotel only and prefer this hotel for the best food.
Understand the needs of the customers and understand the process of providing
services.
Understanding the quality of the food, serves to customers.
Improve the services pattern.
To find out which sales promotion tools will increase the sales
To know the facilities that attracts the customer to visit again in future.
To know the level of satisfaction of customers towards ―Mahendra Pedawala Hotel‖.
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Scope:
Scope of the study
Subject scope
The study is focused on customer care as the dependent variable and customer satisfaction as
dependent variable and effect of customer care on customer satisfaction.
Geographical scope
The study will be conducted at Mahendra Pedawala hotel located at Savedi in
Ahmednagar city.
Time scope
The duration of project is about 60 days.
Significance of the study
The study will help to build on the researcher’s knowledge and understanding of the
study variables. It will also help the researcher to gain more skills of conducting
research and this will be important to the researcher while in office or pursuing further
studies. It will also help the researcher to appreciate the concept of customer care
services.
The study findings will help to identify and highlight the weaknesses in customer care
of Mahendra Pedawala and how customer care influences customer satisfaction and
how to design an appropriate customer care service program. This will help Mahendra
Pedawala hotel to recover its customers after implementing the necessary customer
care services and it will be able to compete fully with other hotels both local and
international.
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Process of the study
Introduction to all departments of the hotel
The hotel operations are divided into various operations which are carried out by the
respective functional departments. Firstly, I have decided to know about the processes of the
hotel that how it works day to day. As it is essential to understand i have visited all the
departments of the hotel to study the hotel process.
Hotel’s Managing director guided me for this process of visiting each and every department
of the hotel. It was kind of induction program. Following are some of the major departments
in the hotel.
Front Office:
It is the most important department of the hotel. The main function of this department is to
give warm welcome to the guest. It helps to create good image in front of the guest. This is
the first department where guest comes in contact with. It generates themaximum revenue for
the hotel as it sells room to the guests. This also includes sub departments like reservation,
Bell desk, and Information desk. It also provides some facilities like concierge service to the
guest.
Food and Beverage Service:
It is a department which serves food and beverage to the guest in a very attractive and
pleasing manner, which creates good impression on the guest. There are several kind of food
and beverage outlet like restaurants, Bars, chat corner, mogli, take away banquets etc. It
is second most revenue producing department of the hotel by selling different types of food
and beverage to the guest.
Reservation:
The reservation department is one first contact to the guest making the reservation for room.
Since some guests may be shopping for the best value, it is essential to sell the hotel by
emphasizing the hotel’s advantages. It’s main responsibility is to sell all of the hotel rooms
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for the maximum price and avoid guest resentment of being overcharged. The reservation can
be done by a variety of sources such as telephone, corporate numbers, travel agents, internet
and walk-in. The central reservations system interfaces with the hotel’s inventory and
simultaneously allows reservations by individual hotel reservation personnel.
Housekeeping:
This department is responsible for cleaning and maintaining hotel premises which include
public area, guest rooms, lobby, etc. generally this department is not visible to the guest. It
works for guest satisfaction through keeping the environment clean and hygiene. Horticulture
is one of the most important features of housekeeping department which deals with different
types of flower arrangement and maintaining the garden. This department works to give
pleasant look of the hotel to the guest.
Security:
Security officers make regular rounds of the hotel premises, observing the suspicious
behavior and taking appropriate action, investigating incidents and cooperating with local
law enforcement agencies.
Equipment includes two-way radios, closed-circuit television cameras, smoke detectors,
fire alarms and electronic key cards etc. which can provide the guest more safeguard.
Safety procedures are some guidelines for the staffs and the guests to ensure their safety.
For example, security officers should be able to gain access to guest room, store room and
office all the times.
Identification procedure is to offer identification cards with photographs to all employees.
The guests can contact with name-tagged employees that not only project a friendly
image for the property, but also useful for security reasons.
Account department:
It is responsible for all the financial activity of a hotel, such as accounting activities may
include cash received, banking activities, operating data and preparations data of financial.
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Human resource department:
It is responsible for hiring, firing, promotion of the staff. In addition to this department is
responsible for welfare of the staff. Human resource department is also responsible for trainee
of the hotel.
After visiting all the departments, finally we come know about the number of
departments in the hotel. We studied all the process which are regularly carried out by each
department. In this project our main concentration was on customer choice, likes dislike. For
that we have taken customers response through the taste of food and services which are
provided by hotel.
To know about customers view about hotel we have taken survey for customer in many ways.
One of the most famous ways is feedback form. We studied both positive and negative point
from the point of view of the customers and discussed with managing director and decided to
take following decisions.
If customer gives positive feedback about any service or food, we keep that service.
If customer doesn’t like any particular services or food or if customer complaints about the
hotels facilities, we try and communicate the wants of the customers and try to improvise our
quality of services which customers are supposed to expecting.
Limitations of the study
1) Time factor was the main limitation for the study as the project was restricted to
small period.
2) The sample taken for research was concerned only for 150 customers rather than
lacks of customers scattered around the city.
3) Since the project has to be completed within a short period of time the information
collected could be biased.
4) Some of the premium segments could not be met due to time lack and by not
obtaining prior appointment due to tight schedule of the respondents.
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A research process consists of the detailed plan of how the study will be conducted. It
presents the study Design, study population, sampling techniques, data sources, data
collection methods and instruments, Data presentation and interpretation of findings.
Study design
The study was descriptive which was undertaken to ascertain and be able to describe the
characteristics of variables of interest in a situation, and analytical based on qualitative and
quantitative data both from primary and secondary sources. The study was based on the
views of respondents to make conclusions and recommendations
Study population
The target population was the customers and staff of Mahendra Pedawala Hotel in
Ahmednagar district.
Sampling methods
A representation number of respondents were selected among Mahendra Pedawala Hotel
customers and staff using purposive sampling method and this method helped us to get
information by selecting the population which conforms to certain characteristics that we was
interested in.
Sample size
The study involved 200 respondents of which 50 were employees of Mahendra Pedawala
hotel and 150 respondents were customers of the hotel.
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Data source
One of the important tools for conduction market research is that availability of
necessary and useful data. Date collection is more of an art than a science. The methods of
marketing research are in a way the methods of data collection. The sources of information
fall under two categories.
Internal sources:
Every company has to keep certain records such as accounts, reports etc. these
records provide sample information which an organization usually keeps collection in its
working.
External sources:
When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.
a) Primary data:
The data collected for a purpose in original and for the first time is known as primary
data. The researches collect this data to study a particular problem.
Here the primary data is data collected through questionnaire and by directly meeting the
customers
b) Secondary Data:
The data, which is collected from the published sources i.e., not originally collected
of the first rime is called secondary data.
Here the secondary data is data collected from the company’s brochures, pamphlets,
catalogues and the website.
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Data collection methods:
Survey method: We conducted face to face interviews with the respondents to collect
data. This involved setting a list of questions in an organized way that guided us in a
process of collecting data.
Observation method: This involved use of all senses to perceive and understand the
experiences of interest. This helped to see what people actually do rather than what
they say they do.
Document review: This involved critical examination of public or private recorded
information related to the issue under investigation.
Data instrument:
Interview guide, this involved a list of questions in an organized way and were given
to respondents (Hotel Staff and Customers) to give their views.
Questionnaire:
A questionnaire is a carefully complied logical sequence of questions
directed to a define objective. It is the outline of what information is required and
the framework on which the data is built upon. Questionnaire is commonly used in
securing marker information that its preparation deserves utmost skill and care.
• Distributed the questionnaire to customers visiting hotel and gathered information
required as per it.
• The research design is probability research design and is descriptive research.
29. 29 | P a g e
Data processing, Analysis and Presentation
Data processing
This included editing, tabulation and coding.
Editing: This was done to check the completed responses with purposes of detecting
and eliminating errors and identifying vital information that was essential in coding
and tabulation.
Coding: This was done according to whether or not the response was a representative
of the objective of the study and realistic to the subject matter.
Tabulation: This involved mainly the use of simple statistical techniques like use of
tables and percentages to test significance of the information from which meaning
interpretation was drawn.
Data Analysis
This involved organization, interpretation and presentation of collected data.
Data presentation
This involved presenting findings in a logical and sequential way so that conclusions can be
drawn from them. The data was presented according to research questions and research
objectives. Tables and figures were used to present data
30. 30 | P a g e
Chapter 7:
Data analysis and Interpretation
31. 31 | P a g e
Introduction:
This chapter presents empirical findings in reference to customer care and customer satisfaction
in chapter one. The findings are from the analysis of questionnaires and are presented in figures,
tables, frequencies and percentages in accordance with the objectives to be achieved. These
findings were obtained from primary sources
Findings on the demographic characteristics of the respondents
1. Showing Gender of the respondents
Graph 1
INTERPRETATION:
From Graph 1 above, 57% of the respondents were female while 43% were male. This indicates
that most of the workers are female which is commonly said that female employees are better
at customer care compared to males.
43%
57%
Gender
Male
Female
32. 32 | P a g e
2. Distribution of respondents according to their age.
Graph: 2
INTERPRETATION:
The above data indicated that majority of respondents belong to a age group of 30 - 40.
Therefore it can be inferred that majority of respondent are between the age 30- 40 and the
least is above 50. The second highest is 20-30 and third is the respondents from age group of
40-50.therefore steps should to be taken to increase the awareness among the other age
groups.
AGE OF RESPONDENT
20-30
30-40
40-50
50 Above
AGE NO.OF
RESPONDENTS
PERCENTAGE
20- 30 14 28
30-40 18 36
40-50 12 24
50 Above 6 12
TOTAL 50 100
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3. Showing Education level of respondents
Graph: 3
INTERPRETATION:
From Graph 3 above, results obtained indicate that diploma holders were 47%, certificate
holders were 20% .The degree holders constituted 33%, a conclusion can be made that most
employees at Mahendra have attained education and therefore able to give positive response to
the interviewer.
20%
47%
33%
Education Level
Certificate Diploma Degree & above
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4. Showing Years spent working at Mahendra Pedawala.
Experience Frequency Percentage
0-5 17 34
6-10 23 46
11 and above 10 20
Total 50 100
Graph: 4
INTERPRETATION:
Table 1above, indicates that 46% of the workers had worked for 6-10 years,34% had worked for
0-5 years, 20% had worked for above 11years .This indicates that the working experience for the
categories of workers was enough to get conclusive results, since its assumed that by virtue of
their positions, they know alot about customer care and custom satisfaction at Mahendra
Pedawala hotel.
34%
46%
20%
Experience
0-5yrs
6-10yrs
11 and above
35. 35 | P a g e
Findings on customer care strategies.
1. Showing customer care strategies employed by Mahendra Pedawala hotel
Strategies Frequency Percentage
Training of employees 48 32
Motivation of employees 27 18
After sales services 12 8
Other services offered 63 42
Total 150 100
Graph: 5
INTERPRETATION:
From Table 3, 42% of the respondents agreed that other services offered to customers such as
parking space, tour guides, security is the best strategy employed by the hotel.32% of the
respondents agrees that training of employees is the best strategy. 18% and 8% respondents
insist that motivation of employees and after sales services is the strategy that brings many
customers at the hotel which in turn brings about customer satisfaction.
32%
18%
8%
42%
Stategies
Training of employees Motivation of employees
After sales services Other services offered
36. 36 | P a g e
2. Distribution of respondents according to their thinking about the services on arrival
and check-in, was it prompt and courteous?
Graph: 6
INTERPRETATION:
The above data indicates that 90% of respondents agrees that services at arrival were
prompt and courteous and remaining 10% disagrees. therefore the same should be maintained
in order to satisfy the customers.
34%
40%
16%
8%
2%
Check-in Process
Extremely quick
Very quick
Moderately quick
Slightly quick
Not at all quick
OPTIONS NO OF RESPONDENTS PERCENTAGE
Extremely Quick 60 40
Very Quick 51 34
Moderately Quick 24 16
Slightly Quick 12 8
Not at all Quick 3 2
Total 150 100
37. 37 | P a g e
3. Distribution of respondents according to their thinking about cleanliness,
comfortness in the room.
Graph: 7
INTERPRETATION:
The above data indicates that 89% of respondents think that there room was clean,
comfortable and 11% disagrees. Therefore the majority of the respondents think the services
at the arrival was prompt and the same should be maintained and upgrade to sustain the
satisfaction level.
OPTIONS NO OF RESPONDENTS PERCENTAGE
Extremely clean 60 40
Very clean 49 33
Moderately clean 24 16
Slightly clean 17 11
Not at all clean 0 0
Total 150 100
40%
33%
16%
11% 0%
Cleanliness
Extremely clean
Very clean
Moderately clean
Slightly clean
Not at all clean
38. 38 | P a g e
4. Distribution of respondents according to their thinking about staff’s hospitality.
RATINGS RESPONSE PERCENTAGE
EXCELLENT 57 38
GOOD 45 30
AVERAGE 27 18
BELOW AVERAGE 15 10
POOR 6 4
Graph: 8
INTERPRETATION:
The above data indicates that 30% of respondents rated the staff’s hospitality as good,
18% rated it as average, 10% said below average and 4% rated it as poor. Therefore staffs
should be given a bit of additional training and steps should be taken to improve the
hospitality services. A rating system for each staff should be inculcated and performance
appraisals should be provided for the highest rate staff.
38%
30%
18%
10%
4%
STAFF HOSPITALITY
Excellent
Good
Average
Below average
Poor
39. 39 | P a g e
5. Distribution of respondents on ambience of hotel.
RATINGS RESPONSE PERCENTAGE
EXCELLENT 24 16
GOOD 51 34
AVERAGE 56 37
BELOW AVERAGE 10 7
POOR 9 6
Graph: 9
INTERPRETATION:
The above data indicates that 37% of respondents rated the hotels public area as
average, 34% rated as good, 7% rated as below average, 6% rated it as poor and 16% rated it
excellent. The majority of respondents have it as good or average therefore this should be
looked into and bit more facilities should be provided.
16%
34%
37%
7%
6%
Hotel Ambience
Excellent
Good
Average
Below average
Poor
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6. Distribution of respondents on the value of price paid.
Graph: 10
INTERPRETATION:
The above data indicates that 25% of respondents rated value for price paid as Excellent, 28%
rated as good, 27% rated it average. The majority are satisfied with value for the price paid
therefor this should be maintained.
25%
28%
27%
11%
9%
Affordable
Extremely affordable
Very affordable
Moderately affordable
Slightly affordable
Not at all affordable
OPTIONS NO OF RESPONDENTS PERCENTAGE
Extremely affordable 38 25
Very affordable 42 28
Moderately affordable 40 27
Slightly affordable 17 11
Not at all affordable 13 9
Total 150 100
41. 41 | P a g e
7. Distribution of respondents on security in the Hotel.
RATINGS RESPONSES PERCENTAGE
EXCELLENT 30 20
GOOD 100 66.667
AVERAGE 14 9.333
BELOW AVERAGE 6 4
POOR 0 0
Graph: 11
INTERPRETATION:
The above data indicates that 66.66% of respondents rated the security in hotel/ pub/disco as
good, 20% rated as excellent, 9.333% rated as average, 1.333% as below average. There are
around 10% of respondents who are thinks the safety of hotel as average therefore this should
be looked into in order to provide more safer and better environment to the customers.
SECURITY
Excellent
Good
Average
Below average
Poor
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8. Distribution of respondents on after sales services.
RATINGS RESPONSES PERCENTAGE
Complaint Handling 36 24
Seeking Customer Opinion 38 25
Avenues of customer complaints 31 21
Transport service 28 19
Replacement 17 11
Graph: 12
INTERPRETATION:
The above data shows the percentage wise satisfaction of customers about the after sales
services provided by the hotel. The ratio is average in each field except the replacement,
which got just 17% respondents, so it must be looked after.
24%
25%
21%
19%
11%
After Sales Services
Complaint Handling
Seeking Customer Opinion
Avenues of customer
complaints
Transport service
Replacement
43. 43 | P a g e
9. Distribution of respondents on in housekeeping services like porter, laundry, etc..
RATINGS RESPONSES PERCENTAGE
EXCELLENT 46 30.667
GOOD 84 56
AVERAGE 16 10.667
BELOW AVERAGE 2 1.333
POOR 2 1.333
Graph: 13
INTERPRETATION:
The above data indicates that 56% of respondents rated the hotels services like porter ,
laundry etc as good , 31`% rated it excellent, 11% rated as average, 1% rated below average
and 1% rated poor. Therefore these services should be improved in order to increase the
customer satisfaction
31%
56%
11%
1%1%
Housekeepping services
Excellent
Good
Average
Below Average
Poor
44. 44 | P a g e
10. Distribution of respondents on employee response to your needs.
RATINGS RESPONSES PERCENTAGE
EXCELLENT 46 30.667
GOOD 80 53.333
AVERAGE 24 16
BELOW AVERAGE 0 0
POOR 0 0
Graph: 14
INTERPRETATION:
The above data indicates that 55% of respondents rated the employee’s response to your
needs as good, 30% rated as excellent, 15% rated average. The majority of the respondents
left that employees response to theirs needs was good and very felt that it was average
therefore all those customers opinions should looked into inorder to provide better services in
future.
Employee's response to your needs
Excellent
Good
Average
Below Average
Poor
45. 45 | P a g e
11. Distribution of respondents on the following (In percentages).
Excellent Good Average Below
Average
Poor
Staff's hospitality 38 30 18 10 4
Hotel's public areas 16 34 37 7 6
Value for price paid 25 28 27 11 9
Security in the hotel/
disco/pub
20 66.666 9.333 4
Services at check out 22.666 65.333 6.666 5.333
In house services, porter,
laundry, etc
30.666 56 10.666 1.333 1.333
Employee's response to
your needs
30.6666 53.333 16
Graph: 15
INTERPRETATION:
The above data indicates that majority of respondents rated the following services/ facilities /
qualities as good except for the hotels public area which seems to be average and the majority
of the respondents found value for money as very good.
Poor
Below Average
Average
Good
Excellent
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12. Distribution of respondents on the following.
Excellent Good Average Below Average Poor
Decor 4 94 48 2 2
Cleanliness 60 70 14 6
Condition of room 24 84 32 8 2
Housekeeping service 55 93 1 1
Cooling/heating of room 30 106 14
Quality of room
amenities
20 124 6
Graph: 16
INTERPRETATION:
The above data indicates that majority of respondents rated the following amenities as good
and are most satisfied with the room amenities whereas least with the cleanliness therefore
this should be improved .
Chart Title
Poor
Below Average
Average
Good
Excellent
47. 47 | P a g e
13. Distribution of respondents on the following.
FOOD EXCELLENT GOOD AVERAGE BELOW
AVERAGE
POOR
QUALITY 25 42 8
TASTE 23 40 12
PRESENTATION 10 62 3
TEMPERATURE 25 47 2 1
VARIETY OF ITEMS 30 35 7 3
Graph: 17
INTERPRETATION:
The above data indicates that majority of respondents rated food quality, taste, presentation,
temperature and variety of items as good.
POOR
BELOW AVERAGE
AVERAGE
GOOD
EXCELLENT
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14. Distribution of respondents on the willingness to stay again in the hotel.
Graph: 18
INTERPRETATION:
The above data indicates that 95% of respondents are willing to return to Mahendra Pedawala
and only 5% disagrees. Therefore this should be maintained.
YES
NO
Would you choose to stay with us again
OPTIONS RESPONSES PERCENTAGE
YES 141 94.667
NO 9 5.333
TOTAL 150 100
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15. Distribution of respondents on various facilities in the hotel.
Graph 19
INTERPEITATION:
The above data indicates that majority of respondents like the restaurant, 27% likes Sweet
shop. The logging facility has got least score therefore this should looked into. Customers
opinions regarding this should concerned
40%
27%
13%
20%
Column1
RESTAURANT
SWEET SHOP
MOGLI RESTAURANT
LODGING
OPTIONS RESPONSES PERCENTAGE
RESTAURANT 60 40
SWEET SHOP 40 26.667
MOGLI RESTAURANT 20 13.333
LODGING 30 20
50. 50 | P a g e
16. Where did you hear about us?
INTERPEITATION:
The above data indicates that most of the customers are attracted towards restaurant due to
word of mouth. 25% of customers replied that they got to know about hotel by Flex boards
and 16% said due to Online advertisement.
16%
25%
28%
22%
9%
Advertisement
Online Advertisement
Print Advertisement
Friend/Family/Collogue
Advertising Boards/Flex Boards
Other
OPTIONS RESPONSES PERCENTAGE
Online Advertisement 24 16
Print Advertisement 37 25
Friend/Family/Collogue 42 28
Advertising boards/Flex Boards 33 22
Other 14 9
51. 51 | P a g e
17. Distribution of respondents on the overall satisfaction in the Mahendra Pedawala
Hotel.
RATINGS RESPONSES PERCENTAGE
1 4 2.667
2 14 9.333
3 72 48
4 54 36
5 6 4
Graph: 20
INTERPRETATION:
The above data indicates that majority of respondents rated 3 as their over satisfaction level
in Mahendra Pedawala. Therefore effort should be taken to bring up the ratings to 5.
Customer’s suggestions and recommendations should be duly considered and the areas where
customer satisfaction is average should be improved.
0 10 20 30 40 50
1
2
3
4
5
2.6666
9.3333
48
36
4
1 2 3 4 5
53. 53 | P a g e
Following are some major findings of the research:
Majority of respondents belong to a age group of 30 - 40.
Majority of respondents agrees that services at arrival were prompt and courteous and
remaining 7% disagrees.
Majority of respondents think that there room was clean, comfortable and 4%
disagrees.
It is also inferred that 40% of respondents rated the staff’s hospitality as good, 36%
rated it as average, 13% said below average and 11% rated it as poor.
It is also inferred that 60% of respondents rated the hotels public area as average, 24%
rated as good, 9.333% rated as below average, 4% rated it as poor and 2.666% rated it
excellent.
Majority (76%) of respondents rated value for price paid as good, 13.33% rated as
average, 10.6% rated it excellent.
Majority (49.33%) of respondents rated the hotels public ability to provide relaxing
atmosphere as average, 44% rated as good , 5.33% rated as excellent and 1.33% rated
it as below average.
It is also inferred that 66.66% of respondents rated the security in hotel as good, 20%
rated as excellent, 9.333% rated as average, 1.333% as below average.
It is found that 65% of respondents rated the service at check out as good, 23% rated
as excellent, 7% rated as average, 5% rated it as below average.
It is found that 56% of respondents rated the hotels services like porter , laundry etc as
good .
It is found that 55% of respondents rated the employee’s response to your needs as
good, 30% rated as excellent, 15% rated average.
Majority of respondents rated food quality, taste, presentation, temperature and
variety of items as good.
Data collected interprets that 95% of respondents are willing to return to Mahendra
Pedawala and only 5% disagrees.
Findings indicates that majority of respondents rated 3 on 5 for their overall
satisfaction level in Mahendra Pedawala.
54. 54 | P a g e
Findings on customer care activities offered by Mahendra Pedawala Hotel
The study found out that the hotel has customer care service policy that caters for customers.
From the findings, majority of the customer care services at the hotel is good through a
slightly bigger percentage rated customer attention in particular as fair. The management is
generally good in supervision of customer care services though a higher percentage rated
efficiency as fair.
Findings on the level customer satisfaction
Research findings revealed that, most of the employees at Mahendra Pedawala Hotel were
aware that customer care service provision is responsible for customer satisfaction, there are
training sessions aimed at improving customer care services at Mahendra Pedawala hotel, the
top management and its customer care department work together to improve customer care at
the hotel for purposes of customer satisfaction, customers according to the research finding
were generally satisfied with the hotel
56. 56 | P a g e
The experience and knowledge that I gained during the entire project was a whole new and a
very interesting experience. I learnt many new things in the due course of time like how
important is customer satisfaction upon conducting this research, new findings were
discovered. However, the main objectives of this research were achieved. The research
managed to determine the relationship between qualities attributes of food, service and
place/ambience, age with customer satisfaction. From the analysis conducted to test
relationships, all three attributes had a significant relationship with customer satisfaction.
From the findings mentioned above, it can be concluded that Mahendra Pedawala Hotel has
good customer care activities which include, training of employees on customer handling,
after sales services like complaint handling, seeking customer opinion, avenues of customer’s
complaints, transport services and replacement. Employee motivation has also played a
tremendous contribution towards increased number of customers at Mahendra Pedawala
Hotel. However employees need to be provided with more trainings and motivation to
increase on their customer care services delivery. From the research findings, the level of
customer care services at Mahendra Pedawala Hotel is good; customer care services such as
security, parking space, hotel guides, front desk service have continuously been appreciated
by the hotel customers. However services such as consistency in taste of food should be
improved, findings further reveal that that activities at Mahendra Pedawala Hotel such as
security, parking space, front desk service ensures customer care satisfaction However
according to the study findings the hotel doesn’t have well defined avenues of customers
complaints handling which at times make customers feel cheated as some of the services they
would wish to have are not available
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From the above findings and conclusion, the followings measures are recommended in
response to customer care activities and services at Mahendra Pedawala Hotel.
The hotel should have a well streamlined customer guides to the entire hotel because
most of the customer when asked about the hotel seemed to be only aware of the
dining and their resting rooms
The hotel should create a customer complaint desk where customers can register their
complaints and a systematic procedure to handle customer complaints.
Employee motivation should be improved by hotel administrators to avoid cases of
neglect and little attention provided by some customers to some of the workers at the
hotel.
Management should consult the customers while designing customer care service
policies so that a wide number of customer complaints and areas of interests are
considered.
Creativity should be encouraged so that a wider experience of employees is put to use
in designing the policies concerned with customer care services.
Management should put in place strict guidelines to be followed while dealing with
customer complaints so as to eliminate negative feedbacks from customers.
From the above research findings, the hotel should have customer based strategies. In
the findings many customers declared that they were satisfied with services and that
they will continue visiting the hotel, although there are some who indicated that some
areas are not well streamlined.
Making follow ups on the services offered help to overcome some of the negative issues and
make proper improvements to increase customer satisfaction. Emphasis on market research,
understanding of the customer needs, expectations and services quality management plans
can be achieved through market research. Therefore top management and customer care
department of Mahendra hotel should be able to identify primary objectives of its customers
so that they can best satisfy them
• The parking facilities should be improved.
• All the modes of payments should be accepted.
• The server should be more attentive and available.
59. 59 | P a g e
• The variety of items in the menu card should be improved.
• The hotel’s public area and entertainment facilities should be improved.
• Children play area should be provided.
• The staff’s hospitality should be improved.
• Can also include gym facilities.
• Swimming pool can be provided in the terrace.
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BOOKS:
MARKETING MANAGEMENT - V.S. Ramaswamy, S.Namakumari
RESEARCH METHODOLOGY - C.R.Kothari
THE PRINCIPLES OF MARKETING - Philip Kotler, Tata Mc Grew-Hill Publishing.
WEB REFERENCES:
www.mahendra Pedawala.com
www.scribed.com
www.google.com
www.wikipedia.com
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SWOT analysis
A SWOT analysis (alternatively SWOT matrix) is a structured planning method used to
evaluate the strengths, weaknesses, opportunities, and threats involved in a project or in a
business venture. A SWOT analysis can be carried out for a product, place, industry or
person. It involves specifying the objective of the business venture or project and identifying
the internal and external factors that are favorable and unfavorable to achieve that objective.
Some authors credit SWOT to Albert Humphrey, who led a convention at the Stanford
Research Institute (now SRI International) in the 1960s and 1970s using data from Fortune
500 companies. However, Humphrey himself does not claim the creation of SWOT, and the
origins remain obscure. The degree to which the internal environment of the firm matches
with the external environment is expressed by the concept of strategic fit.
Strengths: characteristics of the business or project that give it an advantage over
others.
Weaknesses: characteristics that place the business or project at a disadvantage
relative to others
Opportunities: elements that the project could exploit to its advantage
Threats: elements in the environment that could cause trouble for the business or
project
Identification of SWOTs is important because they can inform later steps in planning to
achieve the objective.
First, the decision makers should consider whether the objective is attainable, given the
SWOTs. If the objective is not attainable a different objective must be selected and the
process repeated.
Users of SWOT analysis need to ask and answer questions that generate meaningful
information for each category (strengths, weaknesses, opportunities, and threats) to make the
analysis useful and find their competitive advantage.
63. 63 | P a g e
STRENGTH
Location
No outsourced workforce
Privately owned family company
Transportation for pickup and drop
facility
WiFi Facility
Attractive infrastructure
Hygiene
WEAKNESS
Marketing
Size of the hotel
Communication between employees
Utilizing of the employee’s strengths
Less number of chief
Unexpected food taste
OPPURTUNITIES
Marketing; finding the rights
distribution channels
New fresh ideas
THREATS
New competitors in city
Depression
Frequently changing personnel
65. 65 | P a g e
Name:
Date of Birth:
Designation:
Dear respondent,
I am Darshana Goyal a student at Indira Global Business School, Pune carrying out a
research on customer care and customer satisfaction towards Mahendra Pedawala hotel.
You are kindly requested to spare a few minutes and fill this questionnaire. This research is
purely academic and any information provided will be treated with at most confidentiality.
Thank you for your cooperation.
1. Which is your highest level of education?
a) Certificate
b) Diploma
c) Degree
d) Masters
2. For how long have you worked with Mahendra Pedawala hotel?
a) 0 – 5 years
b) 6 – 10 years
c) 11 and above
3. Which of the following categories of employees do you belong?
a) Top Management
b) Middle level manager
c) Operational Staff
4. How do you explain customer care services of Mahendra Pedawala hotel?
a) Very poor
b) Poor
c) Good
d) Very good
e) Not sure
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5. Has the hotel put emphasis on training employees on the importance of
customer care services?
a) Yes
b) No
c) Not Sure
6. What is your opinion concerning the following questions?
Statement Strongly
agree
Agree Not
sure
Disagree Strongly
disagree
There is a strong relationship
between customer care
services and customer
satisfaction in Mahendra
Pedawala hotel
The hotel top management
and the customer care
department work hand in
hand.
The management of
Mahendra Pedawala hotel
regularly organizes training
sessions on customer care
services.
Basing on your knowledge,
activities of Mahendra
Pedawala hotel determine the
level of customer satisfaction.
The management and the
organization acknowledge
that for customer care
services to be successful,
customers satisfaction should
be the first priority.
Thank You
67. 67 | P a g e
Name:
Date of Birth:
Contact No:
1. How quick was the check-in process?
e) Extremely Quick
f) Very Quick
g) Moderately Quick
h) Slightly Quick
i) Not at all Quick
2. How clean and comfortable was your room upon arrival?
a) Extremely Clean
b) Very Clean
c) Moderately Clean
d) Slightly Clean
e) Not at all Clean
3. How helpful was the concierge throughout your stay?
a) Extremely Helpful
b) Very Helpful
c) Moderately Helpful
d) Slightly Helpful
e) Not at all Helpful
4. How would you rate the ambience of our outlet?
a) Excellent
b) Good
c) Average
d) Below Average
e) Poor
5. How affordable was your stay at our hotel?
a) Extremely Affordable
b) Very Affordable
c) Moderately Affordable
d) Slightly Affordable
e) Not at all Affordable
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6. How do you find our after sales services?
a) Complaint Handling
b) Seeking customer opinion
c) Avenues for customer’s complaints
d) Transport service
e) Replacement
7. How clean did the housekeeping staff keep your room throughout your stay?
a) Extremely Clean
b) Very Clean
c) Moderately Clean
d) Slightly Clean
e) Not at all Clean
8. What is your opinion concerning the following questions?
Statement Excellent Good Average Below
Average
Poor
Quality of Food
Taste of Food
Presentation of Food
Temperature
Variety of items
9. Where did you hear about us?
a) Online Advertisement
b) Print Advertisement
c) Friend/Family/Collogue
d) Advertising boards/Flex boards
e) Other
10. Rate us from 1 to 5.
Thank You
