project on consumer satisfaction

7/29/2019 project on consumer satisfaction

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A PROJ ECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS

ROOM SERVICE AT LE MERIDIEN, BANGALORE.

Submitted in Partial Fulfillment of the

Requirements of the Masters Degree in Business

Administration course of Bangalore University

By

SHRUTHI SRINIVAS

04XQCM6089

2004-2006

Under the Guidance ofProf. Ramgopal

M.P. Birla Institute of Management

Associate Bharatiya Vidya Bhavan

Bangalore 560001.

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DECLARATION

I, Shruthi Srinivas, student of MBA 4th Semester MP Birla Institute of

Management hereby declare that this project report titled A Study On

Customer Satisfaction Towards Room Service at Le Meridien, Bangalore

submitted by me under the guidance of Prof. Ramgopal is original and not

copied from earlier reports.

I further declare that this project report has not formed a basis for the award

of any Degree/Diploma of the institution or any other university.

Place: Bangalore

Date:

(Shruthi Srinivas)

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GUIDES CERTIFICATE

This is to certify that Ms. Shruthi Srinivas has satisfactorily completed the

project report titled A study on customer satisfaction towards room service

at Le Meridien, Bangalore, in the partial fulfillment of the requirement for

the award of Master of Business Administration for the academic year 2004-

2006.

Place: Bangalore

Date:

(Mr. Ramgopal)

Guide

M.P. Birla Institute of Management

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PRINICPALS CPERTIFICATE

I hereby certify that this project is an offshoot of the research work

undertaken and completed by Ms. Shruthi Srinivas under the guidance of

Prof. Ramgopal, Faculty, M.P. Birla Institute of Management, Associate

Bharatiya VIdya Bhavan, Bangalore.

Place: Bangalore

Date:

(Dr.Nagesh.S.Malavalli)

Principal

M.P.Birla Institute of Management

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ACKNOWLEDGEMENT

I would like to take this opportunity to express my profound gratitude to all

those who have been instrumental in the preparation.

Acknowledgement of thanks is due to Dr. N.S. Malavalli, Principal, MP

Birla Institute of Management for providing an opportunity to gain practical

experience by working on this project.

I extend my sincere thanks to Mr. Ramgopal for his able guidance and

assistance rendered in the preparation of this report.

At the outset, I would like to sincerely thank Ms. Alia Begum, HR Manager

and Mr. Sarabjeet Singh, Training Manager for their encouragement and

valuable support during my stay with them.

Lastly, I would like to thank my parents and friends for their continuous help

and support.

Place: Bangalore

Date:

(Shruthi Srinivas)

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EXECUTIVE SUMMARY

Economic liberalisation has given a new impetus to the hospitality industry.

It costs an average of US$50-80 million to set up five-star hotels with 300

rentable rooms in India. The gestation period is usually between three and

four years. Movements in real estate prices have to be watched, though they

have stabilised in the past three years or so. The Indian hospitality industry

is growing at a rate of 15 percent annually. The current gap between supply(61,000 rooms) and demand (90,000 rooms) is expected to widen further as

the economy opens and grows. The government forecasts an additional

requirement of 200,000 rooms by the turn of the century. A rapidly growing

middle class, the advent of corporate incentive travel and the multinational

companies into India has boosted prospects for tourism. India's easy visa

rules, public freedoms and its many attractions as an ancient civilisation

makes tourism development easier than in many other countries. Several

international chains including Sheraton, Holiday Inn, Intercontinental, Le

Meridien, Hyatt, Radisson, Hilton, Quality Inn, and Marriott International

are entering or expanding their hotel network in India.

The research was conducted to study the consumers satisfaction towards

room service at Le Meridien the city of Bangalore. The methodology

followed is questionnaire method with a total sample size of 1000

respondents. The data is tabulated and graphically represented. Findings and

recommendations are listed at the end of this project.

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CHAPTER 1

INTRODUCTION

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INTRODUCTION TO HOTEL INDUSTRY

Service has increasingly assumed as an important role in the Indian

economy. The trend was set in the nineties, service had gained dominance.

On the other hand the competition in service organization is becoming

intense and severe. As a result the service organization, have to have a more

professional approach to manage their business organization.

Tourism is Indias largest forex earner, and contributing largely to the influx

of tourists is the large number of hotels, to suit the plethora of needs, whims

and fancies of the tourists. The hospitality industry in India comprises of

properties, which are either privately owned or run by the government.

The industry is very competitive and clearly only the hotels that provide

value added services stand to gain. The breadwinner in most hotels is the

food and beverages department, which cater to the tastes and fancies of

various guests.

The hospitality industry suffers from seasonal fluctuations in demand, which

are reflected in the occupancy percentages, it is therefore of paramount

importance. The hotel constantly innovate and evolve in order to provide the

complete "hospitality experience".

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Hence, the contribution made by this industry to the country, cannot be

undermined.


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INTRODUCTION TO CONSUMER

BEHAVIOR

Understanding the buying behavior of the target market is the essential task

of marketing manager under the marketing concept. The consumer market

consists of all the individuals and households that buy goods and services for

personnel consumption. Consumers may vary in age, income, and taste.

Marketers find useful to distinguish different consumers groups or segments

to develop products and services tailored to their needs. Increasingly,

managers have had to turn to consumer research for answers to the most

important questions about any market, called seven O's of the market place.

1. Who constitutes the market? Occupations

2. What does the market buy? Objects

3. Why does the market buy? Objectives

4. Who participates in buying? Organization

5. How does the market buy? Operation

6. When does the market buy? Occasion

7. Where does the market buy? Outlets

Of central interest is the question, how do consumer respond to various

markets controlled stimuli? The company that understands how consumers

will respond to the different product features, prices, advertising appeals,

and so on will have an enormous advantage over its competitors. There is a

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lot of research done in finding the relationship between marketing stimuli

and consumer's response. The starting point is the stimulus response model,

which shows marketing and other stimuli entering the buyers "black box"and producing the buyer's responses. Marketing stimuli consists of the 4 P's.

Product, Price, Place and Promotion.Environmental stimuli consists of

Major forces and events in the buyer's macro-environmental: Economic,

technological, political and cultural. All these stimuli pass through the

buyer's black box and produce the buyer's purchase decisions shown on the

right product choice, brand choice, dealer choice, purchase timing and

purchase amount.

The marketer's main task is to understand what happens in the buyer's black

box between outside stimuli and the buyer's purchase decision.

Thus, we can ask two questions: -

1. What does a consumer want?

2. How does the consumer respond to various market controlled stimuli?

Let us consider Philip Kotler's "BLACK BOX" which lists factors

influencing consumer behaviour.

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Buyer Characteristics Buyer Decision Process

Cultural Problem Recognition

Social Information Search

Personal Evaluation

Psychological Post Purchase Behavior

The Black Box restricts itself to the internal factors that influence decision.

However, market must look beyond this, at the buyer-grid network of

purchase.

BUYER-GRID NETWORK

INITIATOR - Person who first suggests the buying

of a product/service.

INFLUENCER - Person who is opinion holds weights

in the purchase.

DECIDER - Person deciding on the components

of a sale like when to buy, how to

much to buy, how to buy etc.

BUYER - Actual purchaser

USER -Final consumer

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By recognising these roles in the consumer groups, the marketer should

market his offering to the appropriate player. Such care will reduce the

marketing expenses, thus, bringing down the non-respondent rate

considerably.


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BUYER BEHAVIOR PATTERNS

Consumers exhibit four most important recurring behavior patterns

They are listed below:

1. Complex buying behavior

2. Dissonance reducing behavior

3. Habitual buying behavior

4. Variety seeking buying behavior

A single consumer may exhibit all the above depending on the offering, time

of purchase, value exchanged, and occasion of purchase necessity of

consumer and other related variables.

It is essential for a marketer to pre-empt the behavior pattern of a consumer

to make a successful sale. Considering the first oil crisis of 1973 as

milestone of change, the business environment has moved from a

relatively stable form to one of high uncertainty. Globalization, emergence

of corporate raiders, government deregulation, and privatization has all

forced companies to re-orient and reposition themselves i.e. companies have

had to create a new identity to survive. Corporate identity is formed by in

organizations history its ownership and personality of its leaders.

Nevertheless, identity parse, is not what the consumer recognizes. Its more

internalized to the company alone.

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'Corporate image' is in the eye of the receiver. A company may transmit any

number of messages to convey a particular self-image, but it is the

'reception' of the message that is important. One advantage of image is that itis transmutable.

Perceptions may be changed with considerable efforts from a corporate

perspective; 'image' assumes importance due to certain reasons:

1. Product/services have rapid flowing lifecycles.

2. A continuous re-orientation is necessary for companies if, they wish to

maintain/remain in business.

3. In the process of reorientation, if a company does not have a stable image,

the uncertainty among distributors and consumers increase.

Needless to say that a corporate image has close links with the consumer,

Virginia Valentine of Semiotic Solutions, a market research firm, explains

the tie like this: '"For the purpose of understanding corporate imagery the

whole focus is on the way in which a consumer forms a symbol. The

mythologies which guide the consumers deepest and most emotional

decisions are of the great importance."

The above note leads to these conclusions:

1. To complete effectively, companies have to match strategy with image.

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2. Communication of distinctive corporate identity is s major means of

achieving a unique positioning.


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3. Geographically dispersed operations can be managed with a corporate

identity alone.

4. For a budget hotel, development of identities related to individual states isthe winning trick

5. Most important of all, economics of communication can be achieved by

presenting a well-defined image.

SERVICE SECTOR

Service sector plays an important role in the Indian economy. The trend was

set and in the nineties, service had gained dominance. On the other hand the

competition in service organization is becoming intense and severe. As a

result the service organization, if they have to be successful, has to have amore professional approach to manage their business organization.

Specific demand for service marketing concepts has come from the

deregulated industries and professional services as both of these groups have

gone through rapid changes in the ways they do business. In the past, the

government has deregulated many very large service industries including

airlines, banking telecommunications and trucking. As a result, marketing

decisions that used to be tightly controlled by the government are now

partially, and in some cases totally, within the control of individual firms.

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Because of the advances in information based technologies a multitude of


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new services concepts have exploded in to the market place. Fax machines,

voice mail and cellular phones are examples of technology-based concepts

that have substituted for traditional ways of a delivering similar service.

In most industries, providing quality services is no longer simply an option.

The quick pace of developing technologies and increasing competition make

it difficult to gain strategic competitive advantage through physical products

alone. Plus customers are more demanding. They not only expect excellent,

high quality goods they also expect high levels of service along with them.

Almost all of the absolute growth in number of jobs and the fastest growth

rates in job information are in services industries. There is a growing market

for services and increasing dominance force in countries around the world as

can be seen in global feature. The tremendous growth and economic

contribution of the service sector have drawn increasing attention to the

issues and problems of service sector industries.

Put in most simple terms, services are deeds, processes and performances.

Relying on the simple broad definition of services, it quickly becomes

apparent that services are produced not only by service business such as

those just described but are also integral to the offering of many

manufactured goods producers.

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Hotel: The concept and Marketing

At the outset it is essential to go through the conceptual aspect of hotel. The

common law says that hotel is a place where all who conduct themselves

properly and who being able and ready to pay for their entertainment,

accommodation and other services including the boarding like a temporary

home. It is home away from home where all amenities and facilities are

available but chargeable.

The aforesaid viewpoints regarding a hotel clarifies that hotel is a public

place where all possible facilities entertainment, meals, accommodation etc,

become essential products of hotel. The American concept regarding the

hotel considers a place for business together. Further it is also supposed to

be a place where tourists stop, cease to be travelers and become guests.

Boarding and lodging thus became primary and fundamental characteristics

of a hotel. Incidental to such a fundamental and principal business, the hotels

may also furnish quarters and facilities for the assembly of people for social,

business or entertainment purposes. Hotels are also furnished with big

conference halls and banquet halls where maximum possible

accommodations can be made.

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Further the facilities may also get the provision of amusement centers,

shopping complex, swimming pool, garden, car parking, conference hall and

advance communication facilities. In a hotel industry thus, the formulation

of product mix becomes significant as new sophisticated and refine services


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bear the efficacy of wooing customers. Besides, sound behavioral

management helps in excelling competition and is found instrumental in

turning the potential customers in to actual customers.

In the yesteryears, we have witnessed large-scale movement of human

resources maximum emphasis on foreign trade, cultural exchange etc. The

emerging positive trends in the world tourism indicate that hotel industry is

like reservoir from where foreign exchange flows. This naturally draws our

attention on hotel management. In addition the domestic tourism also

indicates a positive trend. All these new trends favor scientific management

of hotels, which is possible when management practices general and

marketing practices in particular get an intensive care.

Now the organization engaged in hotel business is required to say good- bye

to the traditional management practices in which the marketing strategies

were also traditional. Of late, it is essential that the hotel organizations

assign over riding priority to modem management in which customers are

always supposed to be right.

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The concept of hotel marketing confirms the alignment of marketing

principles in the hotel business where customer's satisfaction is an important

dimension. The application of marketing principles in hotel industry is

consider essential with the motto of initiating qualitative improvements in

the service and generating satisfaction so that the guests' expectations are

entertained. The managerial proficiency is found difficult unless marketing

practices become an integral part of hotel management. The customary


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marketing concept adopted in other industries is found effective even in the

hotel industry. Marketing is considered to be a customer satisfaction

engineering tool. Hotel management is a managerial approach to satisfyguests and strengthen the promotional measures so that the potential guests

are motivated and thus transformed in to actual guests.

Publicity and promotion are found to be two important components helpful

in making the marketing decisions. Promotional strategies are found

effective in raising magnitude of sensitivity. Here the expectations of

customers are based on intangible qualities like atmosphere and image.

Before buying customers have certain expectations. It is significant that the

potential customers get correct and time-honored information regarding the

product.

In addition to the usual advertising and publicity, the promotional tools

include folders, cards, price list and list of general and special items to be

served. Thus, hotel marketing is a device to promote business, generate

profits and satisfy customers. It is a managerial approach in which the

magnitude of success is influenced by customer's satisfaction image

projection is also an integral past of hotel marketing.

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Classification of a hotel:

The following are the types of hotels:

1. Residential hotel

2. Commercial hotel

3. Resort hotel

4. International hotel

5. Floating hotel

1. Residential hotels: The residential hotels work as apartment house, often

called as apartment hotels. These charge rent on a monthly, half yearly

or yearly basis. The accommodation may be

Furnished / unfurnished. These hotels are generally found located in big

cities where no meals are served to the guests.

2. Commercial hotels: These are meant for the people who visit a place for

commerce/business purposes and so these hotels are found located at the

commercial or industrial centers. They usually focus their attention on

individual travel and run by owners.

3. Resort hotels: The resort hotels are meant for the holidaymakers, touristsand for those who need a change in atmosphere mainly on health ground.

These are found located near the sea, mountain and other areas having a

natural beauty and healthy atmosphere.

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4. International hotels: These are the modem luxurious hotels, classified on

the basis of international guidelines. These are placed in various star

categories five star deluxe, five star, three star, two star, and one star.These hotels are mostly owned by public companies where B.O.D is

constituted for its control. These are found suitable for metropolitan cities

where affluent sections of the society and foreign tourists are government

representative stay.

5. Floating hotels: The floating hotels are located on water surface. Places like

sea, river or lake are considered suitable. For floating hotels, these provide

almost facilities a good hotel provides. In developed countries, old luxury

ships have been converted in to floating hotels.

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Hotel product:

In the hotel marketing, it is pertinent that we have a descriptive idea of the

product/service offered by hotels. Following figures gives an idea of the

products and services offered in a hotel.

Main products in a hotel:

Reception - Welcome

Boarding - Catering, Restaurant, Cafeteria

Lodging - Room, bed, light, air, sanitation etc

Entertainment - TV/ VCR / VCP, Internet, dance, music,

cultural shows, drama. Shopping arcade,

organization of fair and exhibition.

Medical - First aid / ambulance

Personal - Space

Communication - Telephone, newspaper, reservation,

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Hotel marketing in Indian Environment

The plantation of a western concept in Indian environment was made by

British, which at the initial stage served their own purposes. The Taj Mahal

hotel built by Jamshedji Nauroji Tata in Bombay in 1903 is the only

exception since till dawn of independence all hotels in India were owned and

operated by British or Swiss.

The hotel industry, particularly in the Indian context has often considered

marketing a tantamount of sale. But the business terms, specially after the

development of modem marketing concept, have classified both the terms

just to avoid confusion. The task of the hotel marketers is to make the

industry remunerate and to make available to the visitors the best possible

services. This naturally aggravates the functional responsibility of a hotel

manager of today. Today, he is expected to make an in-depth study of whatthe competitors are during, determining objectives and strategies, advertising

a promise which is genuine and credible, keeping the promises simple and

strengthening consumer oriented proposition and in formation system for

monitoring of progress.

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The aforesaid facts make it clear that in the Indian context, the application of

marketing concept in hotel business is at the stage of infancy which

necessitates handling of problems in proper perspective so that a strong

foundation is engineered for its repaid development as industry, making

available world-class services to its users. In Indian context, it is not only


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sufficient that we concentrate on classified hotels but also, attempt to

improve the managerial proficiency of unclassified hotels as all the tourists

or travelers are not in a position to afford the high pricing strategy of worldclass groups. With a viewpoint of promoting cosmetic tourism or social

tourism, this aspect needs priority attention.

The main thing for development of hotel industry is to encourage tourism

industry so that growing tourists influx raises the demand of hotels and

increase occupational ratio. The governmental support in terms of making

available the infrastructure facilities and offering tax holiday incentives to

up coming hotels is required to be strengthened.

Despite, the number of constraints, the future prospects of hotel industry in

India appears to be bright. Now it is upon the marketers to regulate the

intensity of business. Marketers need to have a sound inform system

regarding the need to the opening of new hotels, arrival of new competitors,

new amenities/ facilities/infrastructures being offered, price charged else

where etc, in order to satisfy their guests.

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CHAPTER 2

RESEARCHDESIGN

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INTRODUCTION

Hospitality or hotel industry forms a major part of the 'PURE SERVICES

segment. Hotels have come to play a vital role, supporting the life styles of

contemporary man - a keen and a compulsive traveler.

A hotel is a business enterprise having a building for accommodation that

furnishes lodging and usually provides meals, beverages and personal

services. It offers depending on its category, entertainment, and rooms for

meetings, banquet halls, ballrooms, parlors, specialty stores, lounges,

lobbies, cafes, bars and restaurant. To gain in-depth knowledge of customer

perception towards services evaluated series wise in the hotel industry with

special reference to theLe Meridien, Bangalore.

STATEMENT OF THE PROBLEM

The problem has been selected to know the customers perception room wise

and series wise, the product quality that involve image, external look, price,

food quality, availability of rooms, overall experience etc. Thus by knowing

what customer expects in this hotel, the organization can change their

service pattern.

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OBJ ECTIVES

The following are the objectives of this study:

1. To ascertain the quality of the room services provided in the hotel.

2. To assess the overall satisfaction level of the customer, series wise.

3. To ascertain which service is doing the best in a particular series.

SCOPE OF THE STUDY

The scope of the study is limited only to customers of Le Meridien,

Bangalore who have used the rooms and its services being provided by the

hotel.

METHODOLOGY

A disciplined study was undertaken to ascertain the customers perception

towards room service at Le Meridien, Bangalore. For the purpose of the

study a restricted, purposive sample survey method was used and primary

data was obtained by distributing questionnaires to the customers who have

availed the facility of room service in Le Meridien. The questionnaire

consists of open-ended and close-ended questions. Data collected was

compiled, collected and tabulated for analysis. Statistical tools were used for

analysis and findings and conclusions were arrived at. Suitable suggestions

were given based on findings and conclusions.

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SAMPLING PLAN

The information was obtained from 1100 consumers, as 100% occupancy

was observed. The total population was interviewed. The consumers selected

were those who used the room service facilities. This was done so that we

could know the level of satisfaction of the consumers. The census method is

adopted.

TOOLS OF DATA COLLECTION

Primary data is collected through administering schedules to the

respondents. Secondary data was acquired through business and marketing

magazines, internet, textbooks and internal sources of information like

brochures of Le Meridien, Bangalore. The primary data was collected

through the guest satisfaction tracking system cards, which forms the

questionnaire. Fieldwork was conducted for 8 weeks in Le Meridien,

Bangalore.

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LIMITATIONS

There were a few hurdles or constraints experienced while carrying out the

study. They were as follows:

1. The respondents are mainly professional who could spare very less

time for such kind of activities. The responses have a great extent of

bias.

2. This study cannot be generalized to any other 5 star hotels in or outside

Bangalore.

3. The study conducted is not representative of the entire population and

represents only a limited section.

4. Since it is an academic project it is time bound and only finite samples

could be administered.

PLAN OF ANALYSIS

A structured schedule was devised, relating to the objectives. Further,

schedules were administered on the respondents. For the convenience of the

study, basic statistical techniques such as drawing of percentages for

generalization, use of graphs and charts for better pictorial understanding,

drawing of tables for tabulation of the primary data was widely used. Finally

data was analyzed and inferences were drawn.

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OVERVIEW OF CHAPTER SCHEME

Chapter 1: Introduction to hotel industry

This chapter deals with introduction to marketing concepts, service industry,

history of hotel industry and the marketing concepts of hotel industry in

Indian environment.

Chapter 2: Research DesignThe chapter deals with the objectives of the study conducted and tell us

about the scope of study, limitations, and the research area and research

methodology.

Chapter 3: Profile of Le Meridien, Bangalore

This chapter tells us about the profile of Le Meridien in terms of nature of

business, product profile, and organization structure and staff pattern.

Chapter 4: Analysis of Consumer perception of the room services

This chapter deals with the analysis and interpretation of data collected. The

collected data has been analyzed and interpreted through tables and graphs.

Chapter 5: Summary of F indings, Conclusions and Recommendations

This chapter contains the summary of the project and the information

collected through the study and recommendations that have been given to

improve the services.

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CHAPTER 3

PROFILE OFLE MERIDIEN

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LE MERIDIEN WORLDWIDE

Le Meridien is an award-winning hotel group with a portfolio of 130 luxury

and upscale hotels (34,000 rooms) in 56 countries worldwide. The majority

of its properties are located in the world's top cities and resorts throughout

Europe, the Americas, Asia Pacific, Africa and the Middle East.

The company also enjoys a strategic alliance with JAL-owned Nikko Hotels,

providing loyal guests access to an additional 44 properties around the

world. Le Meridien Hotels and Resorts Limited is headquartered in London.

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Some of the world's landmark hotels are included in Le Meridien's portfolio,

including Hotel Eden, A Royal Meridien Hotel, Rome, Italy; Le Royal

Meridien Bristol, Warsaw, Poland; Le Royal Meridien King Edward,

Toronto, Canada; Dom Hotel, A Meridien Hotel, Cologne, Germany; Le

Royal Meridien Excelsior Hotel Gallia, Milan, Italy; Le Meridien Budapest,

Hungary; and Le Royal Meridien National, Moscow, Russia.

Le Meridien debuted its innovative Art + Tech design concept at several

new hotels in 2003, including Le Meridien Minneapolis, Minnesota, USA;Le Royal Meridien Hamburg, Germany; Le Meridien Vienna, Austria; and

Le Meridien Lingotto Art +Tech, Turin, Italy. Le Meridien also added new

hotels in such destinations as Palm Springs, California, USA; The Hague,

Netherlands; Jaipur, India; Kuwait and Mauritius.


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Le Meridien promises its hotel customers a hotel experience, delivered

through its four core values,

A sophisticated, elegant European style-with a French accent: La

Difference.

A high level of personal service, exciting cuisine and an extensive

range of facilities for business, conferences/meetings, banqueting

and leisure.

A respect for the local culture.

Highly trained and motivated staff, committed to providingexcellent service and anticipating the needs of the guests.

MISSION STATEMENT

As a company Le Meridien firmly believes in the individual identity of theirbusiness.

Primary aim of Le Meridien is to:

Operate profitable and sound business

Provide customer satisfaction

Seek market leadership

Offer high quality services at appropriate price

Recruit, train and develop talented people

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Recognize and award success and achievement


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VISION AND VALUES OF LE MERIDIEN

They are growth and result oriented whilst believing work should

be fun.

They aim for high quality of service.

They welcome and promote change as an opportunity not a threat.

They work to promote confidence in their ability to handle the

future to both their staff and their customers.

Their style is open with little emphasis of status of bureaucracy.

They encourage and support new and creative ways of doing

things.

They stress both the benefits of teamwork and the ability of each

individual to add values.

LE MERIDIEN BRAND VALUES

European with the French accent

Respect for local culture

Innovation

Care and Attention

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LE MERIDIEN ART + TECH

Art + Tech Rooms at Le Meridien

At the heart of Meridians recently announced development programme is

the introduction of a dramatically different style of hotel bedroom, the Art &

Tech room, designed to offer today's increasingly sophisticated traveller the

ultimate in innovative luxury.

Concept

The creation of a space that will not only provide luxury

accommodation but an environment that will engage surprise and

intrigue Le Meridien's guests.

Using a neutral backdrop, colour is used dramatically either in painted

wall panels, soft furnishing or by the addition of coloured gels to light

fittings.

Furniture is designed and detailed using a minimal palette of

materials, pale maple, satin stainless steel and glass (clear, frosted and

etched). Surfaces are kept clear wherever possible providing a

minimalist, clutter-free feel.

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Art

Backlit photographs, commissioned for Le Meridien, are set into

sections of timber panelling and an inset showcase within the console

table displays other elements of art within the room.

These elements are designed specifically for each hotel, taking

inspiration from the individual building, the locality or nearby galleries

or museums and their collections. Being unique to each hotel site

allows the concept to evolve and change and ensures that every hotel

maintains its individuality.

The headboard of the bed represents one of the strongest visual

elements in the room, featuring an edge-lit handcrafted etched glass

panel. Headboards are placed either back to the wall or into the room

acting as a divider and providing a view of the room, which for smaller

rooms gives a real sense of space.

Art + Tech

The Art +Tech room concept is underpinned by the use of technology

and meticulous detailing.

The wall-mounted Phillips 42-inch plasma screen TV houses the in-

room entertainment system providing video and music on demand, as

well as hotel information (including on-line billing).

High-speed Internet access is provided via the plasma screen, an ISDN

line or "plug and play" modem point.

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Sleeping

All rooms provide the ultimate sleep experience. Specially engineered

beds and mattresses combined crisp white cotton duvets and a choice of

feather or anti-allergic pillows are provided.

Bathroom

The Art +Tech bathrooms are either shower rooms with freestanding

shower tower incorporating shower and body jets with glass screens, or

bathrooms where a large steel bath with a circular end allows a

comfortable standing area for showering.

In some rooms, where space allows, there are Victorian-style roll top

baths with drencher rose and rain bars.

An etched glass wash hand basin sits on a limestone top wash table to

match the finish of the limestone flooring.

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LE MERIDIEN, BANGALORE

Address: Le Meridien Bangalore28 Sankey Road

P B No 174

Bangalore-560052

India

Tel: +91 80 22262323 / 22282828

Fax intl: (91 80) 22267676 / 22262050

Website: www.lemeridien.com

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http://www.lemeridien.com/http://www.lemeridien.com/


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LOCATION

Located in close proximity to the citys shopping and business centres, Le

Meridien Bangalore overlooks the golf course. It offers a panoramic view of

the Garden City. The hotel offers Le Royal Club and varied cuisine at a

choice of restaurants.

Primary Airport - Bangalore Airport

Distance from hotel - 12km

Direction from hotel Southeast

TRANSPORTATION TO THE HOTEL

The average taxi fare from the airport to the hotel is USD 15.00 (+10% tax

each way by car).

TRAVEL INFORMATION

38

Bangalore is situated in the southern central part of India, at a height of 3000

feet above sea level, and is known as India's Garden City as it is rich in

parks and tree-lined avenues. Le Meridien Bangalore is situated on Sankey

Road, a 20-minute drive from the airport.


39/110

The hotel incorporates all the following amenities that you would expect in a

Le Meridien hotel including:

24-hour Front desk and Concierge desk

24-hour travel desk/travel and tour desk

Barber shop

Beauty salon

Bellman and porter

Business center and secretarial service

Car rental desk

Chemist/Pharmacy

Currency exchange

Disabled ramp and wheelchair access

Doctor on call

Elevators

Express check-in / check-out Florist

Gift shop

Newsstand

Non-smoking rooms

Nurse (on call)

Outdoor and indoor parking

Valet parking

Health club, fitness center and outdoor swimming pool

Laundry service

39

Tour desk


40/110

FEATURES

Le Meridien offers the following types of rooms to its customers;

1. Superior - all rooms were refurbished in 2001 and are available with

either a king-size or twin beds. The bedrooms are very spacious, at

approximately 32.52 square metres, and also have plenty of storage space.

All rooms can accommodate an extra bed and are very popular with our

family guests as they also interconnect to other Superior bedrooms. Thebathroom features all the amenities, with a bathtub and shower, hairdryer

and magnifying shaving mirror. Our bedrooms offer a golf course, pool or

green view. All rooms have a high security electronic locking system with

'Dialock' facility.

2. Executive Suite - these suites are elegant and spacious, with an area of

46.46 square meters, accommodating separate seating and dining areas and a

king-size bed. Ideal for both the business and leisure traveler, these suites

are also well suited for families.

40

3. Royal Club Room - these bedrooms are on Le Royal Club Executive

floor, with enhanced facilities. The entire floor is dedicated to meeting the

exacting demands of our discerning business travelers, including a separate

check-in area, express check-in and check-out facility, valet service and a

dedicated business lounge for business as well as happy hour. The bathroom

features enhanced amenities, with a bathtub and shower, hairdryer,

magnifying shaving mirror and a Jacuzzi in some rooms.


41/110

4. Royal Club Suite - elegant and spacious rooms, with an area of 46.46

square metres, accommodating separate seating and dining areas with all the

features of Royal Club rooms.

5. Deluxe Suite - the Deluxe Suites comprise two elegant and spacious

rooms, with an area of 85.5 square metres, and are tastefully furnished with

a complimentary minibar. A few of these suites also have a kitchenette and a

separate bar counter. The bathroom features enhanced amenities with a

separate bathtub and walk-in shower

BUSINESS MATTERS

For all the business matters Le Meridien has an entire ground floor. Le

Meridien Bangalore has a choice of six convention halls to choose from.

Elegantly furnished and equipped with the latest state-of-the-art equipment

is the business center, with its two very own boardrooms.

With Le Meridien Business Class you get;

Business Class Room

Buffet Breakfast

20% discount off Business Centre services

Free local calls

Priority placement on the waiting list for early arrivals

41

Late 3pm checkout


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Here in Le Meridien, it has the following types ofRestaurants and Bars,

they are mentioned below;

La Brasserie - overlooking the translucent swimming pool is La Brasserie,

the 24-hour multi cuisine restaurant that boasts an la carte and phenomenal

buffet spread for breakfast, lunch and dinner.

Insomnia - the citys nightclub.

F-Bar & Lounge- Fashionable cocktail lounge.

Leisure facilitiesaround Le Meridien are;

Vidhana Soudha (Legislative Assembly) - 1 km

Bull Temple - 9 km

Lal Bagh Gardens - 6 km

Banerghatta National Park - 22 km Sathyasaibaba Ashram - 27 km

42


43/110

CHAPTER 4

ANALYSIS ANDINTERPRETATIO-N OF DATA

43


44/110

THE ANALYSIS OF CUSTOMER

SATISFACTION TOWARDS ROOMSERVICES AT LE MERIDIEN, BANGALORE.

The information which was gathered in the process of conducting this study

has been analyzed and suitable inferences have been drawn, which have

been listed in this following chapter. Some of the variables analyzed are:

Respondents Profile

Purpose of the visit

Frequency and length of visit

The satisfaction level of all the attributes of room services-

series wise

The tables have been drawn using basic statistical techniques such as

drawing of percentages and use of graphs. The data which was collected

from primary sources have been tabulated by adopting the method of single

and bi-variant tables. After the tables have been tabulated, graphs have been

drawn for better pictorial understanding.

44


45/110

TABLE 1: SHOWING THE GENDER OF THE RESPONDENTS.

ANALYSIS:

The above table shows the number of male and female respondents. The

male respondents constituted 74% of the respondents and the remaining 26%

were female respondents.

INFERENCE:

Fromthis table we can infer that majority of the respondents were males.

45

GENDER NO. OF RESPONDENTS

814MALE

(74%)

286FEMALE

(26%)

1100TOTAL(100%)


46/110

GRAPH 1: SHOWING THE GENDER OF THE RESPONDENTS.

0

10

20

30

40

50

60

70

80

Male Female

Gender

Percentage

NO.OF

RESPONDENTS

46


47/110

TABLE 2: SHOWING PURPOSE OF VISIT OF THE

RESPONDENTS.

PURPOSE OF VISIT MALE FEMALE TOTAL

500 88BUSINESS

(61.40%) (30.80%)588

189 86CONFERENCE

(23.20%) (30.00%)

275

125 112LEISURE

(15.40%) (39.10%)237

814 286TOTAL

(100%) (100%)1100

ANALYSIS:

The above table shows the purpose of visit of the male and female

respondents. Most of the male respondents purpose of visit was business i.e.

61.40% and 23.20% of them was for conference and a very low percentage

was for leisure, i.e. 15.40%. Majority of the female respondents purpose of t

visit was leisure, i.e. 39.10% and 30% was for conference purpose and

30.80% was for business purpose.

47


48/110

INFERENCE:

From this we can infer that majority of the male respondents visit LeMeridien for business purposes and majority of the female respondents were

there for relaxation.

48


49/110

GRAPH 2: SHOWING THE PURPOSE OF VISIT OF THE

RESPONDENTS.

49

0

10

20

30

40

50

60

70

Per

centage

Business Conference Leisure

Purpose of Visit

MaleFemale


50/110

TABLE 3: SHOWING THE REGULARITY OF VISIT OF THE

RESPONDENTS.

REGULARITY OF

VISITMALE FEMALE TOTAL

368 108FIRST TIME

(45.20%) (37.70%)476

446 178REPEATED

(54.70%) (62.20%)

624

814 286TOTAL

(100%) (100%)1100

ANALYSIS:

The above table shows the number of male respondents who were visitingthe hotel for the first time which was very low 45.20%. The respondents

who had visited repeatedly were 54.70% and the female respondents who

were visiting the hotel for the first time was also very low, i.e.37.70% and

who were visiting repeatedly was 62.20% from the total respondents.

INFERENCE:

50

From this we can infer that the percentage of respondents visiting the hotel

repeatedly is high. Most of the respondents were from the corporate world

and the companies sponsor them. Thus there was regularity in visits.


51/110

GRAPH 3: SHOWING THE REGULARITY OF VISIT OF THE

RESPONDENTS.

51

0

10

20

30

40

50

60

70

Per

centage

Male Female

Gender

First TimeRepeat


52/110

TABLE 4: SHOWING THE LENGTH OF THE VISIT OF THE

RESPONDENTS.

LENGTH OF THE STAY MALE FEMALE TOTAL

572 94

1 NIGHT (70.20%) (32.80%)

666

109 86

2-4 NIGHTS (13.30%) (30.00%) 195

133 106

5 OR MORE NIGHTS(16.30%) (37.20%)

239

814 286TOTAL

(100%) (l00%)1100

ANALYSIS:

The above table shows the length of the stay of male and female

respondents, in which the male respondents 70.20% of them have stayed for

a night, which is very high percentage, 13.30% stayed for 2-4 nights and a

very low percentage 16.30% stayed for more than 5 nights. The female

respondents percentage is higher in the 5 or more nights comparatively.

52


53/110

INFERENCE:

From this we can infer that the male respondents stay was usually for 1 dayas the purpose of visit was usually for business, and the female respondents

stay was for more than 4-5 nights as the purpose of their visit was usually for

leisure.

53


54/110

GRAPH 4: SHOWING THE LENGTH OF STAY OF THE

RESPONDENTS.

0

10

20

30

40

50

60

70

80

Percentage

1 Night 2- 4 Nights 5 or morenights

Length of Visit

MaleFemale

54


55/110

TABLE 5: SHOWING THE SATISFACTION LEVEL OF THE MALE

AND FEMALE RESPONDENTS RELATING TO VARIOUS

ATTRIBUTES OF 11 SERIES ROOMS.

MALE FEMALE

55

ATTRIBUT-

ES

SATISFA-

CTION

NEUTRA

-L

DISSATISF

-ACTIONTOTAL

SATISFA-

CTIONNEUTRAL

DISSATISF-

ACTIONTOTAL

63 3 2 28 3 1DCOR OF

ROOM (92.60%) (4.40%) (2.90%)68

(87.50%) (9.30%) (3.10%)32

60 5 3 26 4 2QUALITY OF

ROOM (88.20%) (7.30%) (4.40%)68

(81.20%) (1.20%) (6.20%)32

62 4 2 27 3 2QUALITY OF

HOUSEKEEP

ING(91.10%) (5.80%) (2.90%)

68(84.30%) (9.30%) (6.20%)

32

61 5 2 26 5 1MAINTENAN

CE (89.70%) (7.30%) (2.90%)68

(81.20%) (1.50%) (3.10%)32

59 6 3 23 6 3IN-ROOM

DINING (86.70%) (8.80%) (4.40%)68

(71.80%) (1.80%) (9.30%)32

63 4 1 28 4 0APPEARANC

E OF HOTEL (92.60%) (5.80%) (1.40%)68

(87.50%) (1.20%) (0%)32

62 5 1 25 4 3VALUE FORMONEY (91.10%) (7.30%) (1.40%)

68(78.10%) (1.20%) (9.30%)

32

63 3 2 24 3 3OVERALL

SATISFACTI

ON (92.60%) (4.40%) (2.90%)68

(75.00%) (1.50%) (9.30%)32


56/110

ANALYSIS:

The above table shows the satisfaction, neutral and dissatisfaction level of

the male and female respondents of various attributes of 11 series rooms.

The satisfaction level of the male respondents relating to the decor of the

room was relatively high, i.e. 92% than the female respondents was 87%.

The dissatisfaction level was very low in both the cases. The satisfaction

level relating to the quality of the room in the both the cases were 88% and

81 % respectively. The dissatisfaction level was very low, i.e. 4% and 60%.

The satisfaction level of quality of housekeeping was relatively high 91%

and the dissatisfaction level was relatively low 4%. The satisfaction level of

the male and female respondents relating to overall satisfaction was high

92% and 75% respectively. This was low compared to the dissatisfaction

level of 2% and 9% respectively.

INFERENCE:

From this we can infer that the satisfaction level of all the attributes was

relatively high in all the 11 series. The satisfaction level of appearance of the

hotel was the highest in male respondents and female respondents. The

dissatisfaction level of male and female respondents was highest relating to

in-room dinning.

56


57/110

GRAPH 5.1: SHOWING THE MALE RESPONDENTS

SATISFACTION LEVEL RELATING TO VARIOUS ATTRIBUTES

OF SERIES 11 ROOMS.

0% 20% 40% 60% 80% 100%

Percentage

Dcor of room

Quality of room

Quality of housekeeping

Maintenance

In-room dining

Appearance of hotel

Value for moneyOverall satisfaction

Attributes

11 SERIES MALEsatisfaction

neutral

dissatisfaction

57


58/110

GRAPH 5.2: SHOWING THE FEMALE RESPONDENTS

SATISFACTION LEVEL RELATING TO VARIOUS ATTRIBUTES

OF SERIES 11 ROOMS.

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

Overall satisfaction

Attributes

11 SERIES FEMALEsatisfaction

neutral

dissatisfaction

58


59/110


AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF SERIES

12 ROOMS.

MALE FEMALE

59

ATTRIBUTE

S

SATISFA

CTION

NEUTRA

L

DISSATISFA

CTIONTOTAL

SATISFAC

TION

NEUTRA

L

DISSATISFAC

TIONTOTAL

42 22 19 9 5 3DCOR OF

ROOM

(50.60%) (26.51 %) (22.89%)

83

(52.90%) (29.41%) (17.64%)

17

46 20 17 10 3 4QUALTIY OF

ROOM (54.42%) (24.09%) (20.50%)83

(58.83%) (17.64%) (23.53%)17

54 17 12 12 3 2QUALITY OF

HOUSEKEEP

ING (65.10%) (20.50%) (14.50%)83

(70.59%) (17.64%) (11.76%)17

58 16 9 11 4 2MAINTENAN

CE (69.90%) (19.30%) (10.90%) 83 (64.71 %) (23.53%) (11.76%) 17

49 21 13 8 4 5IN-ROOM

DINING (59.00%) (25.30%) (15.70%)83

(47.06%) (23.53%) (29.41%)17

62 13 8 7 6 4APPEARANC

E OF HOTEL (74.40%) (15.70%) (9.60%)83

(41.18%) (35.29%) (23.53%)17

56 22 5 8 3 4VALUE FORMONEY (67.50%) (26.50%) (6.02%)

83(47.06%) (17.64%) (23.53%)

17

47 21 15 6 7 4OVERALL

SATISFACTI

ON (56.70%) (25.30%) (18.07%)83

(35.29%) (41.18%) (23.53%)17


60/110

ANALYSIS:

The above table shows the satisfaction, neutral, and dissatisfaction level of

the male and female respondents of the attributes of 12 series rooms. Thesatisfaction level of the decor of the room was 50%, which is comparatively

low, and neutral was 26% and dissatisfaction was 22%. For the female

respondents the satisfaction level of decor of room was 52%, 29.41 % was

neutral and 17.65% was dissatisfaction. The satisfaction percentage of the

quality of the room was 54.42%, neutral were 24.09% and 20.05% was

dissatisfaction for the male respondents.58.83% was satisfaction, 29.41%

neutral and 17.65% was dissatisfaction of the female respondents. The

satisfaction level of housekeeping was low, which was 65.1% for the male

respondents and for female respondents it was 70.59%. The satisfaction

level of the male and female respondents for quality of housekeeping was

low, and the service received for the value of money paid was low in both

male and female respondents. Overall satisfaction had been very low for

male respondents-56.7%, neutral-25.3% and 18.07% was dissatisfaction. For

female respondents, the satisfaction level was 35.29%, 14.81% was neutral

and 23.53% was dissatisfaction.

INFERENCE:

60

From this we can infer that for the male respondents satisfaction level

relating to the appearance of the hotel and for the female respondents the

quality of housekeeping was the highest. The dissatisfaction level for the

male respondents was decor of the room and for female respondents, quality

of in-room dinning was the highest.


61/110


SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES

OF 12 SERIES ROOMS.

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of

housekeeping

In-room dining

Value for

money

Attributes

12 SERIES MAL E

satisfaction

neutral

dissatisfaction

61


62/110



OF 12 SERIES ROOMS.

62

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money


Attr

ibutes

12 SERIES FEMALE

satisfaction

neutral

dissatisfaction


63/110


AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 14

SERIES DOWN ROOMS.

MALE FEMALE

ATTRIBUTES

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTALSATISFAC

TIONNEUTRA

LDISSATISFA

CTIONTOTAL

42 18 14 10 8 8DCOR OFROOM (56.80%) (24.30%) (19.00%)

74(38.40%) (30.80%) (30.80%)

26

53 12 9 12 8 6QUALITY OFROOM (71.60%) (16.20%) (12.10%)

74(46.10%) (30.80%) (23.10%)

26

46 18 10 14 7 5QUALITY OFHOUSEKEEPING (62.10%) (24.30%) (13.50%)

74(53.80%) (26.90%) (19.20%)

26

54 14 6 13 8 5MAINTENANCE (73.00%) (19.00%) (8.10%)

74(50.00%) (30.80%) (19.20%)

26

62 7 5 21 4 2IN-ROOMDINING (83.70%) (9.45%) (6.70%)

74(80.80%) (22.20%) (7.70%)

26

48 22 4 20 6 0APPEARANCE OF HOTEL (64.90%) (9.70%) (5.40%)

74(76.90%) (23.10%) (0.00%)

26

64 6 4 23 2 1VALUE FOR

MONEY (86.40%) (8.10%) (5.40%)

74

(88.50%) (7.60%) (3.80%)

26

48 19 7 17 5 4OVERALLSATISFACTION (64.90%) (25.70%) (9.50%)

74(65.45%) (19.20%) (63.20%)

26

63


64/110

ANALYSIS:


the male and female respondents of the attributes of 14 series down rooms.

The satisfaction level of the decor of the room was 56.8%, which is low,

neutral was 24.3% and dissatisfaction was 19%, which is relatively high. For

the female respondents the satisfaction level of decor of room was 38.4%,

which was very low, 30.8% was neutral and 30.8% was dissatisfaction,

which was very high. The satisfaction percentage of the quality of the room

was 71.6%, 16.2% was neutral and 12.1% dissatisfaction for the male

respondents. For the female respondents 46.1% was satisfaction, 30.8%

neutral and 23.1 % was dissatisfaction. The satisfaction level of

housekeeping for the male respondents were 62.1% and for female

respondents were 53.8% which was very low. The service received for the

value of money paid was high in both male and female respondents. Overallsatisfaction has been very low for male respondents which was 64.9%,

25.7% was neutral and 9.5% was dissatisfaction. For female respondents, the

satisfaction level was 65.5%, 19.2% was neutral and 22.2% was

dissatisfaction which was high comparatively.

INFERENCE:

64

From this we can infer that for the male and female respondents satisfaction

level for the value for money was highest, and dissatisfaction level relating

to the decor of room was the highest for male and female respondents.


65/110



OF 14 SERIES DOWN ROOMS.

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of roomQuality of housekeeping

Maintenance

In-room dining

Appearance of hotel

Value for money


Attributes

14 SERIES DOWN MALE satisfactionneutral

dissatisfaction

65


66/110




66

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money


Attr

ibutes

14 SERIES DOWN FEMALE

satisfaction

neutral

dissatisfaction


67/110



SERIES UP ROOMS.

67

MALE FEMALEATTRIBUTES SATISFACT

IONNEUTRA

LDISSATISFA

CTIONTOTAL

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTAL

63 20 9 5 2 1DCOR OFROOM (68.40%) (21.70%) (9.70%)

92(62.50%) (25.00%) (12.50%)

8

84 6 2 4 2 2QUALITYOF ROOM (91.30%) (6.50%) (2.10%)

92(50.00%) (25.00%) (25.00%)

8

75 9 8 6 2 0QUALITYOFHOUSEKEEPING

(81.50%) (9.70%) (9.80%)92

(75.00%) (25.00%) (0.00%)8

61 20 11 7 1 0MAINTENANCE (66.30%) (21.70%) (11.90%)

92(87.50%) (12.50%) (0.00%)

8

58 19 15 6 1 1IN-ROOMDINING (63.04%) (20.70%) (16.30%)

92(75.00%) (12.50%) (12.50%)

8

72 14 16 5 2 1APPEARANCE OFHOTEL (78.30%) (15.20%) (17.30%)

92(62.50%) (25.00%) (12.50%)

8

77 8 7 4 3 1VALUEFOR

MONEY (83.75%) (8.69%) (7.60%)

92

(50.00%) (37.50%) (12.50%)

8


92(75.00%) (12.50%) (12.50%)

8


68/110

ANALYSIS:

The above table shows the satisfaction, neutral, and dissatisfaction level ofthe male and female respondents of the attributes of 14 series up rooms.

The satisfaction level of the decor of the room was 68.4%, which was low,

neutral was 21.7% and dissatisfaction was 9.7%. For the female respondents

the satisfaction level of decor of room was 62.5%, 25% was neutral and

12.5% was dissatisfaction. The satisfaction percentage of the quality of the

room was 91.3%, which was high, 6.5% was neutral and 2.1%

dissatisfaction for the male respondents was low. 50% satisfaction, 25%

neutral and 25% dissatisfaction was high for female respondents. The

satisfaction level of housekeeping for the male respondents were 81.5% and

for female respondents were 75% which was high. Overall satisfaction has

been very high for male respondents 86.9%, 7.6% was neutral and 5.43%

was dissatisfaction. For female respondents, the satisfaction level was 75%,

12.5% was neutral and 12.5% was dissatisfaction.

INFERENCE:

From this we can infer that for the male respondents the satisfaction of

quality of room and for female respondents the quality of maintenance was

the highest. The dissatisfaction level for the male respondents for quality of

in-room dinning and for the female respondents the value of money was the

highest.

68


69/110



OF 14 SERIES UP ROOMS.

69

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of roomQuality of housekeeping

Maintenance

In-room dining

Appearance of hotel

Value for money


Attributes

14 SERIES UP MAL E

satisfaction

neutral

dissatisfaction


70/110




70

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money


Attr

ibutes

14 SERIES UP FEMALEsatisfaction

neutral

dissatisfaction


71/110



SERIES UP ROOMS.

71

MALE FEMALE

ATTRIBUTES

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTALSATISFACTION

NEUTRAL

DISSATISFACTION

TOTAL

56 8 6 20 5 5DCOR OFROOM (80.00%) (11.40%) (8.50%)

70(66.60%) (16.70%) (16.70%)

30

62 6 2 12 10 8

QUALITY OFROOM (88.50%) (8.50%) (2.85%)70

(40.00%) (33.30%) (26.70%)30


70(56.70%) (23.30%) (20.00%)

30

48 20 2 21 5 4MAINTENENANCE (68.50%) (28.50%) (2.85%)

70(70.00%) (16.70%) (13.30%)

30

41 19 10 14 8 8IN-ROOMDINING (58.50%) (27.10%) (14.30%)

70(46.70%) (26.70%) (26.70%)

30


70(53.30%) (30.00%) (16.70%)

30

52 10 8 20 6 4VALUE FORMONEY (74.20%) (14.30%) (11.40%)

70(66.60%) (20.00%) (13.30%)

30

51 12 7 18 7 5RECOMMENADTION (72.80%) (17.14%) (10.00%)

70(60.00%) (23.30%) (16.70%)

30


70(63.30%) (26.70%) (10.00%)

30


72/110

ANALYSIS:


the male and female respondents of the attributes of 15 series rooms. The

satisfaction level of the decor of the room was 56%, which was low, neutral

was 11.4% and dissatisfaction was 8.5%. For the female respondents the

satisfaction level of decor of room was 66.6%, 16.7% was neutral and 16.7%

was dissatisfaction. The satisfaction percentage of the quality of the room

was 88.5%, which was high, 8.5% was neutral and 2.85% was

dissatisfaction for the male respondents, which was low. 40% satisfaction,

33.3% neutral and 26.7% dissatisfaction was high for female respondents.

The satisfaction level of housekeeping for the male respondents was 85.7%

and for female respondents it was 56.7%, which was comparatively low. The

quality of maintenance was average in both the cases. Overall satisfaction

for male respondents was 90%, 8.5% was neutral and 1.42% wasdissatisfaction. For female respondents, the satisfaction level was 63.3%,

26.7% was neutral and 3% was dissatisfaction.

INFERENCE:

72

From this we can infer that for the male respondents the overall satisfaction

was the highest and for female respondents the quality of maintenance was

the highest. The dissatisfaction level for male respondents was value of

money paid and for female respondents the quality of room was the highest.


73/110




73

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality ofhousekeeping

In-room dining

Value for money

Overall

satisfaction

Attributes

15 SERIES UP MAL E

satisfaction

neutral

dissatisfaction


74/110




74

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room

Quality of housekeepingMaintenance

In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

15 SERIES UP FEMALEsatisfaction

neutral

dissatisfaction


75/110

TABLE 10: SHOWING THE SATISFACTION LEVEL OF THE

MALE AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF

16 SERIES DOWN ROOMS

MALE FEMALE

75

ATTRIBUTES

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTALSATISFACT

IONNEUTRA

LDISSATISFA

CTIONTOTAL

65 7 7 18 3 0DCOR OFROOM (82.20%) (8.80%) (8.80%)

79(85.70%) (14.20%) (0.00%)

21

72 5 2 16 3 2QUALITY OFROOM (91.10%) (6.30%) (2.50%)

79(76.10%) (14.20%) (9.50%)

21


79(57.10%) (23.80%) (19.00%)

21

68 6 5 14 5 2MAINTENENCE (86.10%) (7.50%) (6.30%)

79(66.60%) (23.80%) (9.50%)

21

67 6 6 17 3 1IN-ROOMDINING (84.80%) (7.50%) (7.50%)

79(80.90%) (14.20%) (4.70%)

21


79(76.10%) (19.00%) (4.70%)

21

64 9 6 13 5 3VALUE FORMONEY (81%) (11.30%) (7.50%)

79(61.90%) (23.80%) (14.20%)

21

70 5 4 19 2 0RECOMMEANDATION (88.60%) (6.30%) (5.10%)

79(90.50%) (9.50%) (0.00%)

21


79(85.70%) (9.50%) (4.70%)

21


76/110

ANALYSIS:



The satisfaction level of male respondents for decor of room was 82.2%,

which was high, 85.7% was for female respondents which was also high,

and the dissatisfaction level was nil. The satisfaction level of quality of room

was 91%, for female respondents it was 76.1 % which was also high. The

male respondents were satisfied with the quality of housekeeping but forfemale respondents it was comparatively low. The satisfaction level of

quality of maintenance and quality of in-room dinning of male respondents

was relatively high but for female respondents the quality of maintenance

was low and the in-room dinning was almost the same. Satisfaction level of

appearance of hotel for male respondents was 79.7% and for female

respondents it was 76.1%, which was good. The services received for the

value of money paid was satisfactory in both the cases. The overall

satisfaction level for male respondents was 87.3% and for female

respondents it was 85.7% which was high in both the cases.

INFERENCE:

76

From this we can infer that the male respondents, satisfaction level relating

to the quality of housekeeping and for female respondents the decor of the

room was the highest. The dissatisfaction level of quality of maintenance

was high in both the cases.


77/110



OF 16 SERIES DOWN ROOMS.16 SERIES DOWN MALE

77

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction


78/110





78

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction


79/110


MALE AND FEMALE RESPONDENTS 0F THE A TTRIB UTES OF

16 SERIES UP ROOMS


IONNEUTRA

LDISSATISFA

CTIONTOTAL

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTAL

52 8 7 25 4 4DCOR OFROOM (77.60%) (11.90%) (10.40%)

67(75.70%) (12.10%) (12.10%)

33

48 10 9 18 8 7

QUALITY OFROOM (71.60%) (14.90%) (13.40%)67

(54.50%) (24.20%) (21.10%)33


67(63.60%) (18.10%) (18.10%)

33

46 11 10 24 5 4MAINTENENCE (68.60%) (16.40%) (14.90%)

67(72.70%) (15.15%) (12.10%)

33

54 8 5 28 3 2IN-ROOMDINING (80.50%) (11.90%) (7.50%)

67(84.80%) (9.09%) (6.06%)

33


67(60.60%) (21.20%) (18.10%)

33

53 7 7 19 9 5VALUE FORMONEY (79.10%) (10.40%) (10.40%)

67(57.50%) (27.20%) (15.15%)

33

56 6 5 23 5 5RECOMMENDATION (83.50%) (8.90%) (7.50%)

67(69.60%) (15.15%) (15.15%)

33


67(81.80%) (12.10%) (6.06%)

33

79


80/110

ANALYSIS:


the male and female respondents of the attributes of 16 series up rooms. The

satisfaction level of decor of room was 77.6% for male respondents and

75.7% for female respondents. The satisfaction level of quality of room was

71.6% for male respondents and for females it was 54.5% which was low

comparatively. The satisfaction level of quality of housekeeping of male

respondents was 94% and for female respondents it was 63.3% which was

comparatively very low. The dissatisfaction was 18.1 % which was high in

this case. The dissatisfaction level of maintenance was high in male

respondents 14.9% and for female respondents was 72.7%. The in-room

dinning in both the cases was high i.e. 80.5% and 84.8% respectively. The

overall satisfaction for male respondents was 85% and for female

respondents it was 81.8%, which was high in both the cases.

INFERENCE:

From this we can infer that the satisfaction level of male respondents

relating to the appearance of hotel and female respondents relating to the

quality of in-room dinning was the highest. The dissatisfaction level of male

respondents in quality of maintenance and for female respondents the quality

of room was the highest.

80


81/110



OF 16 SERIES UP ROOMS.16 SERIES UP MALE

81

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


MaintenanceIn-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction


82/110



OF 16 SERIES UP ROOMS.16 SERIES UP FEMALE

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

RecommendationOverall satisfaction

Attributes

satisfaction

neutral

dissatisfaction

82


83/110



17 SERIES DOWN ROOMS.

83

MALE FEMALEATTRIBUTES

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTALSATISFACTION

NEUTRAL

DISSATISFACTION

TOTAL

58 4 2 26 3 2DCOR OFROOM (90.60%) (6.20%) (3.10%)

64(83.80%) (9.60%) (6.50%)

31

60 4 0 20 7 4

QUALITY OFROOM (93.70%) (6.20%) (0%)64

(64.50%) (22.50%) (12.90%)31


64(77.40%) (12.90%) (9.60%

31

54 7 3 19 7 5MAINTENENANCE (84.30%) (10.90%) (4.60%)

64(61.20%) (22.50%) (16.10%)

31

53 7 4 18 8 5IN-ROOMDINING (82.80%) (10.90%) (6.20%)

64(58.06%) (25.80%) (16.10%)

31


64(77.40%) (16.10%) (6.50%)

31

53 8 3 20 8 3VALUE FORMONEY (82.80%) (12.50%) (4.60%)

64(64.50%) (25.80%) (9.60%)

31

51 7 6 16 12 6RECOMMENDATION (69.60%) (10.90%) (9.30%)

64(51.60%) (38.70%) (19.30%)

31


64(77.40%) (19.30%) (12.90%)

31


84/110

ANALYSIS:



The satisfaction level of male respondents relating to the quality of room

was 90.6% and for female respondents it was 83.8%, which was very high.

Satisfaction level of male respondent for quality of room was 93.7% and

dissatisfaction level was nil. For female respondents the dissatisfaction level

had been high 12.9% and quality of housekeeping was also high. It was92.1% for male respondents and for female respondents it was 77.4% and

12.9% were neutral. The quality of housekeeping for male respondents was

92.1%, which was relatively high compared to female respondents. The

dissatisfaction level had been high, which was 16.1%. The satisfaction level

of male respondents for quality of in-room dinning had also been high which

was 82.8% and was low for female respondents at 58.06%. The satisfaction

level for the appearance of the hotel was the same in both the cases. The

overall satisfaction for male respondents was 89.06% and for females it was

77.4%.

INFERENCE:

From this we can infer that the satisfaction level of male respondentsrelating to quality of room and for female respondents relating to the decor

of room was the highest. The dissatisfaction was high relating to the

appearance of hotel in both the cases.

84


85/110




17 SERIES DOWN MALE

85

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

Recommendation


Att

ributes

satisfaction

neutral

dissatisfaction


86/110





86

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction


87/110


AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 17 SERIES UP

ROOMS.

87


IONNEUTRA

LDISSATISFA

CTIONTOTAL

SATISFACTION

NEUTRAL

DISSATISFACTION

TOTAL

68 3 1 24 2 2DCOR OFROOM (94.40%) (4.16%) (1.38%)

72(85.70%) (7.10%) (7.10%)

28

64 5 3 27 1 0QUALITY OFROOM (88.80%) (6.94%) (4.16%)

72(96.40%) (3.50%) (0.00%)

28


72(75.00%) (17.80%) (7.10%)

28

58 8 6 19 5 4MAINENANCE (80.50%) (11.10%) (8.30%)

72

(67.80%) (17.80%) (14.20%)

28

60 6 6 20 6 2IN-ROOMDINING (83.30%) (8.30%) (8.30%)

72(71.40%) (21.40%) (7.10%)

28


72(64.20%) (17.80%) (17.80%)

28

64 4 4 16 7 5VALUE FORMONEY (88.80%) (5.50%) (5.50%)

72(57.10%) (25.00%) (17.80%)

28

68 2 2 23 3 2RECOMMEANDATION (94.40%) (2.70%) (2.70%)

72(82.10%) (10.70%) (7.10%)

28


72

(60.70%) (25.00%) (14.20%)

28


88/110

ANALYSIS:


the male and female respondents of the attributes of 17 series up rooms. The

satisfaction level of male respondents of decor of the rooms was 94.4% andthe female respondents were 85.7%, which was high in both the cases. The

quality of rooms for male respondents was 88.8% and for female it was

96.4% which was also very high. The dissatisfaction level was also nil in

this case. The male respondents quality of housekeeping was 93.1% and for

females it was 75%, 17.8% was neutral and 7.1% was dissatisfaction. The

maintenance for female respondents was 67.8%. The dissatisfaction was

very high, which was 14.2%. The in-room dinning of male respondents was

83.3%, 8.3% was neutral and 8.3% was dissatisfaction. For female

respondents satisfaction level was 71.4%, 21.4% was neutral and 7.1% was

dissatisfaction. The satisfaction level of male respondents relating to

appearance of hotel was 90.27%, which was very high, and 1.3% was

dissatisfaction, which was very low. The female respondents satisfaction

percentage was 64.2%, 17.8% was neutral and 17.8% was dissatisfaction.

The value for money paid in both the cases was high. The overall

satisfaction for male respondents was 93.1% and for female respondents it

was 60.7%and dissatisfaction was 14.2%.

INFERENCE:

From this we can infer that the satisfaction percentage of male respondents

in decor of room and female respondents in quality of room was highest.

The dissatisfaction level of quality of maintenance was highest in both the

cases.

88


89/110




17 SERIES UP MALE

89

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


Maintenance

In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction


90/110




17 SERIES UP FEMALE

0% 20% 40% 60% 80% 100%

Percentage

Decor of room

Quality of room


In-room dining

Appearance of hotel

Value for money

Recommendation


Attributes

satisfaction

neutral

dissatisfaction

90


91/110



18 SERIES DOWN ROOMS.

MALE FEMALE

91

ATTRIBUTE

S

SATISFAC

TI ON

NEUTRA

L

DISSATISFA

CTIONTOTAL

SATISFACT

IONNEUTRAL

DISSATISFA

CTIONTOTAL

65 6 5 20 3 1DCOR OF

ROOM (85.50%) (7.89%) (6.57%)76

(83.30%) (12.50%) (4.10%)24

60 11 5 21 2 1QUALITY OF

ROOM (78.90%) (14.40%) (6.57%)76

(87.00%) (8.30%) (4.10%)24

58 10 8 18 4 2QUALTIY OF

HOUSEKEEPI

NG (76.31%) (13.15%) (10.50%)76

(75.00%) (16.70%) (8.30%)24

70 4 2 16 6 2MAINTENAN

CE (92.10%) (5.26%) (2.63%)76

(66.70%) (25.00%) (8.30%)24

69 6 1 17 5 2IN-ROOM

DINING (90.70%) (7.89%) (1.30%)76

(70.80%) (20.80%) (8.30%)24

56 15 5 15 6 3APPEARANC

E OF HOTEL (73.60%) (19.70%) (6.57%)76

(62.50%) (25.00%) (12.50%)24

54 19 3 13 7 4VALUE FOR

MONEY (71.10%) (25.00%) (3.90%)76

(54.10%) (29.10%) (16.70%)24

61 8 7 14 8 2REOMMEND

ATION (80.30%) (10.50%) (9.21 %)76

(58.30%) (33.30%) (8.30%)24

57 14 5 22 2 0OVERALL

SATISFACTIO

N (75%) (18.40%) (6.50%)76

(91.70%) (8.30%) (0.00%)24


92/110

ANALYSIS:



The satisfaction level of male respondents of decor of room was 85.5%,

7.89% was neutral and 6.57% was dissatisfaction. The female respondents

satisfaction level was 83.3%, 12.5% was neutral and 4.1% was

dissatisfaction. The satisfaction level of quality of room of male respondents

was 78.9% and for females it was high in both the cases. The satisfaction

level of quality of housekeeping of male respondents was 76.31%, 13.15%neutral, which was high. For female respondents it was 75% satisfaction,

16.7% was neutral, which was high, and 8.3% dissatisfaction. Satisfaction

level of male respondents of quality of maintenance was highest i.e. 92.7%

but for female respondents it was 66.7% and 25% was neutral which was a

very high percentage. The dissatisfaction level of appearance of hotel of

female respondents was high at 12.5% for and male respondents it was

6.57%. The overall satisfaction level of male respondents was 75% which

was low and 18.4% was neutral. For female

Documents

project on consumer satisfaction