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ANALYZING PROBLEMS IN LANDMARK FORT HOTEL THROUGH CUSTOMER FEEDBACK SURVEY

Project Submitted to the Mumbai University In partial fulfillment of the requirements for the award of the Degree of

MASTERS of MANAGEMENT STUDIES (M.M.S.)


Submitted by: Prof. Surbhi Agarwal (Roll No.13)

Project Guide:

Prof. Surbhi Agarwal


Dilkap Research Centre and Institute of Management Studies, Neral (w)-410 101

Certificate
This is certify that Dipti D. Shirke student of MASTER OF MANAGEMENT STUDIES FROM DILKAP RESEARCH CENTER OF ENGINEERING AND MANAGEMENT STUDIES (DRIEMS) Neral (W). Has completed his project work successfully & Satisfactory on subject working Analyzing Problems in Landmark Fort Hotel through Customer feedback Survey for partial fulfillment of the Course of Master of Management studies degree of Mumbai university.

DATE:-

PROJECT GUIDE

DIRECTOR

COURSE CO-ORDINATOR

EXTERNALEXAMINER

Date:-30th June 2013

Certificate
TO WHOMSOEVER IT MAY CONCERN
This is to certify that Dipti. D. Shirke has been working in our Firm from 1st of May 2013 to 30th of June 2013 and during this period we found her hardworking & sincere. We wish her best of luck for her future endeavors.

DILKAP RESEARCH CENTER AND INSTITUTE OF MANAGEMENT STUDIES


DECLARATION
I, Miss. Dipti D. Shirke hereby declare that the Project entitled, Analyzing Problems in Landmark Fort Hotel through Customer feedback Survey submitted for the Masters of Management Studies (M.M.S.) Degree at Mumbai Universitys Dilkap Research Centre and Institute of Management Studies, Neral is my original work and the Project has not formed the basis for the award of any degree, associate ship, fellowship or any other similar titles.

Place: Neral Date:

Signature of the Student

ACKNOWLEDGEMENT

In the first place, I would like to thank Suman Educational Trust, and Director- Dilkap Research Centre and Institute of Management Studies for providing me with excellent infrastructural support in the Institute. I am also thankful to Prof. Surbhi Agarwal and the Management Team, for having given me their valuable guidance for the project. Without their help it would have been impossible for me to complete the project. I would also like to thank the various people from the Hotel Industry who have provided me with a lot of information and in fact even sharing some of the confidential Hotel data. Mainly I thankful to Mr. Hitesh Mulchandani (Director of Landmark Fort Hotel) ,without their direction I cannot do my work properly. many of which I have used in this report and without which this project could not have been completed. I would be failing in my duty if I do not acknowledge with a deep sense of gratitude the sacrifices made by my parents and thus have helped me in completing the project work successfully.

Place: Neral Date: Signature of the student

INDEX
No. 1. 2. 3. 4. 5. 5.1 5.2 5.3 5.4 6. 7. TOPIC Page No. INTRODUCTION OF STUDY HOTEL PROFILE THEORATICAL BACKGROUND INTRODUCTION OF HOTEL INDUSTRY INTRODUCTION OF LANDMARK FORT HOTEL OVERVIEW OF HOTEL DESIGN OF HOTEL PACKAGE OF ROOMS COMPLIMENTRY PRODUCTS PART OF ADVANTAGE OF HOTELS CUSTOMER SURVEY TAKING FEEDBACK SURVEY OF CUSTOMER REGARDING OF MAJORING SATISFACTORY LEVEL OF CUSTOMER RESEARCH DESIGN DATA ANALYSIS CONCLUSION RECOMMENDATION BIBILOGRAPHY APPENDIES

8. 9. 10. 11. 12. 13.

CHAPTER 1 INTRODUCTION OF STUDY 1.1 OBJECTIVES 1.2 NEED OF STUDY 1.3 SCOPE OF STUDY 1.4 LIMITATIONS

INTRODUCTION 1.1 OBJECTIVE


This project aims a taking feedback survey of Landmark Fort Hotel because Service industry is very important to analyze the customer feedback about their services. If customer does not happy of hotel service then he does not coming next time. The main objectives of study are: To understand market research of hotel industry To understand quality of services provided by service owner of the hotels. To understand feedback survey of customer To understanding that need and importance of Hotel service

1.2 NEED OF STUDY


The need of study arises because majority of business revenue come from urban area and we have very high competition if hotels is not provided good quality service then customer have other option to go for it especially in satisfaction and money value services.

1.3 SCOPE OF STUDY


The scope of study is very much because its about Hotel Industry. Hotel is very large network which covers over India directly and its services are available in over the country, nearly 80% of all customer using one time hotel service.

1.4 LIMITATIONS
Carrying the survey was a general learning experience for me but I also faced some problems, which are listed here: In research sample size is a large so we cannot survey the whole customer it need such a large amount of resources in term of money and physical resources or men power so I am doing just a small amount of survey. The sample taken is very small as compared to the total number of customer: suggestions and finding are intended for that part only.

The hotel given me permission to taking survey only on breakfast time. So that time customer is hurries for their work this also become difficulties create for me. In spite of all limitations care has been taken to provide the best possible data. The study was carried out in C.S.T only hence most.

CHAPTER 2- HOTEL PROFILE 2.1 HOTEL PROFILE 2.2 COMPETITOR OF LANDMARK FORT HOTEL 2.3 LANDMARK FORT FACILITIES 2.4 ROOM TARIFF 2.5 ADVANTAGES OF LANDMARK FORT HOTEL

HOTEL PROFILE
2.1 Landmark fort Hotel
Landmark Hotels- your retreat after a demanding working day in Mumbai! Located amidst the bustle of Mumbais premium business, shopping and entertainment district, our luxurious properties provide spacious comfort and modern amenities. Conveniently located just 22 km from the International airport and at a walk from Mumbais major railway stations, we provide excellent value for the business as well as the leisure traveler. Hotel Landmark fort is known for its comfort and affordable hotel rooms and common areas, friendly reservation counter staff, and service and staff that focus on every detail of your stay at Hotel Landmark Fort. Hotel Landmark fort is a good value for money, budget hotel in Mumbai, India. Hotel Landmark fort offers the luxury and budget traveler and his/her family a convenient and friendly accommodation. Hotel Landmark fort is within the easy reach of the nearest airport and CST railway station, its major attractions. This hotel is well-suited for families on a small budget, or business travelers looking for the cheap and best hotels. This budget hotel is conveniently positioned at the busy business hub of Mumbai. Guests are offered room service that caters delicious food from its in-house kitchen. All travel arrangements are also organized by the reception of this hotel. Whether you are looking at quick stop over in Mumbai or planning a long stay here, our commitment to excellence, attention to detail and personalized service shall ensure your stay with us is a memorable one. With the beauty, warmth and character of our properties never have hotels felt more like home.

2.2 COMPETITOR OF LANDMARK FORT HOTEL


Some of the major Indian Hotel industries are finally seeing some actions on the expansion of their hotel network. Ibis Mumbai Airport and Hotel Bawa International have rolled out massive expansion plans. The current status of competitor lists areSr no.
1. 2. 3. 4.

Hotel Name
Hotels New Bengal Hotel Sapna Marine Empire Royale Hotel New Vasantashram

Proposed Expansion to
24 hour coffee provided Swimming pool Gymnasium and Wi-Fi connection Intercom facility internet

The hotels hope that besides satisfying their own communication needs they would also be able to cater to overseas hotel industry such as Taj Hotels who provide luxuries services of customers. However the other hotels also provide luxuries service with cheap rate. Because of same value service create more competition among the hotel Industry.

2.3 LANDMARK FORT FACILITIES


Deluxe Rooms:-

Executive Rooms:-

Club Rooms:-

Superior Room:-

Restaurant:-

Providing following facilities also: Refrigerators Colour TVs In House Room Service Complimentary Breakfast Late Check out on request All major Credit Cards accepted

2.4 ROOM TARIFF


Deluxe Superior Club SINGLE Rs. 2,400 Rs. 3,000 Rs. 3,600 DOUBLE Rs. 2,900 Rs. 3,500 Rs. 4100

Check Out Time 12 NOON 10% Mah. Luxury Tax Applicable 6.18% SERVICE TAX - ADDITIONAL Complimentary Buffet Breakfast in Restaurant from 8.30 am to 10.30 am We do not levy any service charge Rates are subjected to change without prior notice Please note Reservations with check in prior to 0600 hrs. are held from previous day Guaranteed reservations may be cancelled up to 24 hours prior to arrival. A retention charge is leviable on all No shows who do not check in on the day of the Any additional statutory taxes shall be payable as applicable should you require any information please feel free to contact us at any point of time for our assistance.

2.5 ADVANTAGES OF LANDMARK FORT HOTEL


The rooms are tastefully designed Walking distance from Mumbai s major Railway stations 50 relaxing rooms available Cheap rate with luxurious services Helpful Staff Just 22 km from the International Airport

CHAPTER 3- HOTEL INDUSTRY 3.1 OVERVIEW OF HOTEL INDUSTRY 3.2 OBJECTIVE OF HOTEL INDUSTRY 3.3 SCOPE OF HOTEL INDUSTRY 3.4 GROWTH RATE OF HOTEL INDUSTRY IN INDIA

3.1 OVERVIEW OF HOTEL INDUSTRY


Hospitality industry comprising a hotel & catering Industries is one of the fastest growing industries in the world. In the global contest to the sector has witnessed booming growth in the past decades or two specially after the opening of the economy. Besides India with its reach historical past & varied geographical locations like hill stations & beaches has always been a very attractive tourist destination. Efforts by the Govt. to promote India as a prime tourist destination in the world as paying dividends & there has been a definite increase in the volume of the international tourists visiting the country. More encouraging has been the steady growth in the no of Indians traveling within the country both for the pleasure & business as fall out of the increasing levels of income & education. All these have augured well for the hotel industry which has grown tremendously both in terms of capacity & service. Hotel caters to different categories of client & therefore the industry offers services varying from the super deluxe category to budget category. The hotel industry includes leisure & travel industries as well as food & catering business. The industry is still evolving in our country & has a huge employment potential. In fact, supply of trained manpower in this sector is far below the demand. In UK food retailing & wholesaling employs nearly 9 lakhs people working over 1 lakh location. Few prospective jobs are that of Chefs. Restaurant Manager, Captain & Stewards. Banquets, Housekeeping, Sales & Marketing, Front Office, Guest Relations, General Managers, Head of the departments, Finance & Accounts, Travel related services. Hostess, Maintenance & Engineering. Event Manager etc. Keeping this is in mind GIMS has taken a serious initiative & has designed a curriculum to prepare the student benefitted. With such fresh systems in practice, we are committed to add value to the fact that we are one of the best centres of education & we are pleased to guide example.

3.2 OBJECTIVE OF HOTEL INDUSTRY

Customer Service Excellent service is one of the hospitality industry's primary objectives. Hotel visitors rely on hospitality staff for many of their travel needs. Hotel staff comes through in a pinch when a traveler forgets to pack his toothbrush or seeks a recommendation for a local hotel. Similarly, diners often ask restaurant wait staff to recommend a particular meal or to accommodate a dietary restriction. Hospitality providers often measure performance rates of their customer objectives by surveying their customers. They encourage customers to visit a survey website, and often provide incentives, such as discount coupons, for customers who complete online surveys. Product Quality Customers love good service, but the hospitality industry must also provide quality products to satisfy customers. Goals based on this important objective vary from restaurant to restaurant and from hotel to hotel. Patrons of a restaurant demand fresh, delicious food. Customers also desire consistency. They want a cheeseburger from a fast food chain to taste the same in San Francisco as it does in their hometown. Hotel guests look for quiet, clean and comfortable rooms where they can get a good night's sleep and spotless, spa-like bathrooms. Volume Another primary objective of the hospitality industry is customer volume. A restaurant owner wants to see 100 percent of her tables filled during any given service period. Empty tables mean fewer orders, and without sufficient table traffic, restaurant staff may have to throw away perishable food items at the end of a shift. In the hotel business, 100 percent room occupancy is a primary objective. If you see a "no vacancy" sign at a hotel, motel or resort, management has achieved its volume goal for that day. Ratings Publicly available ratings can reflect the success of a hospitality-based company in meeting its performance objectives. There are well-known trade-specific rating guides in both the restaurant and hotel industries, and managers strive for recognition in them. Establishments seek coveted mentions on the "best of" lists local newspapers and weekly magazines publish. A positive reputation on Internet travel and restaurant review sites is as important as it is on the high-profile rating systems, because Internet reviews are accessible to the entire world, and reviews can remain online for years.

3.3 SCOPE OF HOTEL INDUSTRY


The scope of the hospitality industry refers to the range of businesses that provide services and facilities. The hospitality economy is one of the countrys key industries with huge growth prospects in jobs. In employment terms, restaurant are easily the largest sector, closely followed by a pubs, bars and club with the hotel sector growing more slowly, and the contract food service sector holding steady . ECONOMIC PERFORMANCE the restaurant industry produces the most income which is not as profitable as other industries * The Industry employs over 1.8-2.4 million people. * It is estimated that the industry will require 30,000 to 35,000 trained people at management and supervisory level year on year. * The canteen and contract catering or contract food service sectors had also shown a strong growth. * Estimated, 400,000 jobs in hotels and related services. * 1.26m jobs in restaurant. * 750, 00 contract catering and in-house catering jobs. * 20,000 jobs in event management * 7.4bn of foreign exchange export earnings. The restaurant industries produce the most income which is not beneficial to other industries when staff and other fixed costs are taken into consideration ,47.53 contributed for each hour worked.121.44 per hour in gambling industry and the most profitable of all whole travel services generate 102.74 per hour then followed by pubs, bars and nightclubs at 80.89. Four UK nations increased contributing to the economy particularly in Scotland and wales.the hospitality industry highlight the lattes figures, 3.2 3.1 percent is the overall proportion in this nation. In 2009 2010 the number of businesses increased to 3% which contributed to economic contribution in all industries while travel service decreased to 8% .events is the only industry to see an increase 3% in the number of businesses. The hospitality industry had continue to dominate the sector which have 89% of the workforce.43% for hotels ,holiday park, catering accommodation and a huge growth for the restaurants that has 43 and increase to 49%. The core of hospitality economy * Hotels. * Restaurant and related service. * Catering and event management. * Estimated turnover 90bn and is worth 46bn to the UK economy. * Contributing an estimated 34bn in gross tax revenues.

WORK FORCE SIZE AND CHARACTERISTICS

The 3rd largest sector of workforce size is in hospitality, leisure, travel and tourism. In UK threes lots of unemployed people which the UK government social mobility strategy, guide and support them to benefits into higher skilled and management roles. there are 106,300 people to replace both those who are leaving and to fill a new job. Hospitality industries grow larger to the sector that has 89% of workforce. 43 % of self catering accommodation, holiday parks and hotels. Restaurant has increased by 29%. Nearly half of the sectors workforce is part-time much higher that 28% across the economy as a whole and are in pub, bars and nightclubs 58% fewer are in travel services 23%. * This sector employs 7.2 of the total population. Report from people 1st finds that; The sector continues to employ a much younger workforce that across the whole economy.58% of workforce is female while there is 42% of workforce of male and 44% of workforce are under 30. 14% are from black or minority ethnic (BME) background.53% work full time.9% are self-employed and 21% are migrant works.64% are from outside the European economic area.13% were born in Bangladesh and 13% in India. Hospitality hospitality refers to the act of generously providing care and kindness to whomever is in need. The term HOSPITALITYhas been accepted over the years as a generic word, which describes the well being of services and facilities related to tourist and travelers. * The act of taking care of a strangers or it is serving people. * The practice of being hospitable * Hospitality refers to the hospitality industry jobs for hotels, restaurant, casino, catering, resort, clubs and etc.

3.4 GROWTH RATE OF HOTEL INDUSTRY IN INDIA Introduction


The Indian tourism and hospitality industry has emerged as one of the key industries driving growth of the services sector in India. Tourism in India has registered significant growth in the recent years and the country has tremendous potential to become a major global tourist destination. Indian tourism industry is thriving due to an increase in foreign tourist arrivals and greater number of Indians travelling to domestic destinations than before. In the past few years the real growth has come from within the domestic sector as around 30 million Indians travel within the country in a year. Strong growth in per capita income, rising young population coupled with changing lifestyles are leading to greater expenditure on leisure services. Hotels are an important component of the tourism product. They contribute in the overall tourism experience through the standards of facilities and services offered by them. The fortunes of the hospitality industry have always been linked to the prospects of the tourism industry and tourism is the foremost demand driver of the industry. Travel & tourisms contribution to capital investment is projected to grow at 6.5 per cent per annum during 2013-2023, above the global average of five per cent. The tourism policy of Government of India aims at speedy implementation of tourism projects, development of integrated tourism circuits, special capacity building in the hospitality sector and new marketing strategies Market Size The total market size of Indian tourism and hospitality sector stood at US$ 117.7 billion and is expected to touch US$ 418.9 billion by 2022. The foreign direct investment (FDI) inflows in hotel and tourism sector during April 2000 to July 2013 stood at US$ 6,754.49 million, as per the data released by Department of Industrial Policy and Promotion (DIPP). Foreign tourist arrivals (FTA) during the Month of August 2013 stood at 4.74 lakh as compared to FTAs of 4.46 lakh during August 2012, registering a growth of 6.4 per cent. Foreign exchange earnings (FEE) during the month of August 2013 were US$1.294 billion as compared to FEEs of US$1.306 billion during August 2012 and US$ 1.264 billion in August 2011. The number of tourists availing of the tourist Visa on Arrival (VOA) Scheme during January to August, 2013 has recorded a growth of 29.4 percent. During the period, a total number of 12,176 VOAs have been issued as compared to 9,412 VOAs during the corresponding period of 2012.

Major developments and Investments


India is expected to receive nearly half a million medical tourists by 2015, implying an annual growth of 30 per cent. The country has received 43.06 lakh foreign tourists during the period January-August 2013. India is perceived as one of the fastest growing medical tourism destination. The number of medical tourists coming to India has registered a growth of 40 per cent in the past six months. The inflow of medical tourists is expected to cross 45 lakh by 2015 from the current level of 25 lakh. The Taj Group has launched The Gateway Hotel IT Expressway Chennai, its first hotel in the city under the Gateway Hotels & Resorts brand. Marriott International has launched its business hotel brand Courtyard by Marriott at the industrial and auto hub of Chakan near Pune in Maharashtra. ITC Hotels has tied up with Bahrain-based India-born billionaire Mr. Ravi Pillai to manage five of its hotels under the Welcome Hotel and Fortune brands in India and Dubai.

CHAPTER 4- CUSTOMER SURVEY IN LANDMARK HOTEL 4.1 CUSTOMER SURVEY 4.2 SYNOPSIS REPORT

CUSTOMER SURVEY IN LANDMARK HOTEL


4.1 CUSTOMER SURVEY
Questionnaire:1. Are you satisfied our hotel services? a. Yes b. No 2. If yes, which type of service you like most? a. Staff co-ordination b. Transport Service c. Food Facility d. Cleaning

3. How satisfied are you using this service? a. Very satisfied b. Satisfied c. Somewhat satisfied d. Not satisfied at all 4. Do you feel that you are timely and correctly informed about any changes? a. Always b. Often c. Sometimes d. Rarely 5. Is there is quick respond to your problems or doubts? a. Always b. Often c. Sometimes d. Rarely 6. How would you like to rate this service? a. Excellent b. Good c. Average d. Bad 7. Would you like to give any suggestions for improvements? 8. Would you recommend this service to a friend or relative?

4.2 SYNOPSIS REPORT

SYNOPSIS REPORT
To: Mr. Hitesh Mulchandani From: Ms. Dipti Shirke Subject: Report on Customer Suggestion Questionnaire

PURPOSE OF CREATE CUSTOMER SURVEY For checking satisfaction level we conduct customer survey. We saw that customers are given average and good feedback. In that questionnaire I take those questions that customers can give me suggestion and I got actual idea that what customer actual want from hotel.

RESULTS OF QUESTIONNAIRE After taking survey from customer I find out the result. From 100 customers 58 customers are given me average mark and remaining customers given Good and Excellent mark for the hotel services.

RECOMMENDATIONS I suggest that Improve services for increasing satisfaction level of customers.

CHAPTER 5- FEEDBACK SURVEY IN LANDMARK HOTEL


5.1 FEEDBACK SURVEY 5.2 SYNOPSIS REPORT

FEEDBACK SURVEY IN LANDMARK HOTEL


5.1 FEEDBACK SURVEY

Your suggestions could make us serve you better


Please spare a moment Kindly rate us on the following areas, on a scale between 1 to 5, 1 being the lowest and 5 the highest FRONT OFFICE 1. Efficiency of the Staff 2. Cooperation from Staff 3. Bell boys 4. Ambience 5. Overall RATING

Scope for improvement _________________________________________________________ _________________________________________________________


ROOMS 1. Bedding and Bed Linen 2. Bath Linen and Toiletries provided 3. Ambience 4. Television 5. Air conditioning 6. Refrigerator 7. Hot water 8. Wi - Fi 9. Overall RATING

Scope for improvement _________________________________________________________ _________________________________________________________

ROOM SERVICE 1. Efficiency 2. Food Quality 3. Food Quantity 4. Pricing 5. Overall

RATING

Scope for improvement _________________________________________________________ _________________________________________________________


BREAKFAST 1. Menu selection available daily 2. Food Quality 3. Efficiency of Waiters 4. Cooperation of Staff 5. Ambience 6. Overall RATING

Scope for improvement _________________________________________________________ _________________________________________________________ General Suggestions, if any _________________________________________________________ _________________________________________________________
Guest Name Email Id Room No. Date Signature

We thank you for your valuable time, we will try to incorporate your feedback and serve you in a better way

HOTEL LANDMARK FORT

5.2 SYNOPSIS REPORT

SYNOPSIS REPORT
To: Mr. Hitesh Mulchandani From: Ms. Dipti Shirke Subject: Report on Customer Suggestion Questionnaire

PURPOSE OF CREATE CUSTOMER SUGGESTION QUESTIONNAIRE For improving hotel service we conduct customer feedback survey. We saw that customers are not satisfied in many services like food service, internet facility, and toiletry facility. So we decide to take one survey from customer point of view. In that questionnaire I take those questions that customers can give me suggestion and I got actual idea that what customer actual want from hotel.

RESULTS OF QUESTIONNAIRE After taking suggestion from customer I find out the result. From 25 customers 20customers are suggest me to provide Wi-Fi should be free and from 20 customers 15customers prefer for the food variety in regular breakfast menu.

RECOMMENDATIONS I suggest that Wi-Fi should be included in the packages only so that customer would feel to be free and food variety should be included in the regular breakfast menu.

CHAPTER 6- RESEARCH DESIGN 6.1 MEANING OF RESEARCH 6.2 RESEARCH METHODOLOGY Primary Data Secondary Data 6.3 SAMPLING PLAN Sampling Area Sample Size Research Approach Quantitative Research Tools of Analysis

RESEARCH DESIGN
A research design is the specification of methods and procedure for acquiring information needed. It is the overall operational pattern of the framework of the research that stipulates what information to be collected from which source by what procedure. A research design forms the frame work of the entire research process.

6.1 MEANING OF RESEARCH


Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The Advanced Learners Dictionary of Current English lays down the meaning of research as a careful investigation or inquiry especially through search for new facts in any branch of knowledge. Redman and More define research as a systematized effort to gain new knowledge some people consider research as a movement, a movement from the known to the unknown. It is actually a voyage of discovery. We all possess the vital instinct of inquisitiveness for, when the unknown confronts us, we wonder and our inquisitiveness makes us probe and attain full and fuller understanding of the unknown. This inquisitiveness is the mother of all knowledge and the method, which man employs for obtaining the knowledge of whatever the unknown, can be termed as research.

6.2 RESEARCH METHODOLOGY


Primary Data Primary data is collected through observation or through direct communication or doing experiments or question method like questioners personal interview. It is the original data directly about the market:Hotel Landmark Fort is the provide services for customer. In primary data, are include the customer views, queries, the survey of the customer satisfaction and customer feedback. Getting data by questionnaire from various people:-

1) Face-to-Face Interview:A face-to-face interview is the method most widely used in the research of any topic and based on a direct meeting between interviewer and interviewee. By personal communication it is possible not only to obtain much more information, but also to use visual materials (cards, pictures, packages, logos, etc.) to encourage response. A face-to-face interview does not bore a respondent and ensures full and accurate data. The choice of optimal interviewing method depends on research objectives and is agreed upon with each Client.

Interviewers ask people on the street or on their doorstep a series of questions. Secondary Data Secondary data refers to existing primary data that was collected by someone else or for a purpose other than the current one. It means already available through books, Journals, Magazine, Newspaper and Websites.

6.3 SAMPLING PLAN


Sampling Area My sampling Area is Landmark Hotel Restaurant which is appropriate for collecting Data from different people. Sample Size The size of the sample was restricted to 200, because we cannot survey the whole customers in hotels. Research Approach Definition of quantitative versus qualitative research explains the researchers approach to the study, when conducting research there is two different methods that can be used qualitative and quantitative , these methods refer to the way the researcher treat and analysis the collected data. Quantitative Research The quantitative research is based on numerical data which are analyses and presented in figures, quantitative research is more structured than qualitative, and here I am using quantitative research approach for my research project. Tools of Analysis For the proper analysis of data, quantitative technique such as percentage method was used in addition Microsoft Excel was also used for preparing charts, graph and table.

CHAPTER 7- DATA ANALYSIS

DATA ANALYSIS AND INTERPRETATION


1. FRONT OFFICE 1. Efficiency of the Staff 2. Cooperation from Staff 3. Bell boys 4. Ambience 5. Overall RATING 4 3 2 5 3

Rating

1. Efficiency of the Staff 2. Cooperation from Staff 3. Bell boys 4. Ambience 5. Overall

INTERPRETATION
First question was asked to segregate the target audience as my basic target audience is the given me rating for hotel services. Efficiency of the staff level is more compare to other services.

2. ROOMS 1. Bedding and Bed Linen 2. Bath Linen and Toiletries provided 3. Ambience 4. Television 5. Air conditioning 6. Refrigerator 7. Hot water 8. Wi - Fi RATING 5 3 5 2 4 3 3 1

6 5 4 3 2 1 0 Series 1 Column1 Column2

INTERPRETATION
Second question was asked to segregate the target audience as my basic target audience is the given me rating for most using services. In that I got best rating in bedding, Ambience of hotel. Wi-Fi service is very costly.

3.

ROOM SERVICE 1. Efficiency 2. Food Quality 3. Food Quantity 4. Pricing 5. Overall

RATING 4 4 5 2 3

RATING
1. Efficiency 2. Food Quality 3. Food Quantity 4. Pricing 5. Overall

INTERPRETATION
Third question was asked to segregate the target audience as my basic target audience is the given me rating for Room services. In that I got best rating in Efficiency.

Conclusions
Cable modems are hot at the moment; they offer the promise of more and better Internet. Particularly for households, where Ethernet connections are generally impossible, cable modems open up a wide range of cyber-possibilities. On its face, the interesting story here may seem to be the differences in use and satisfaction that are related to cable modem adoption. (The conclusions stop short of inferring any causal links since the research design does not permit this.) However, of greater potential value is the lesson on measurement and research design. If this study had been done asking only a narrow set of consumption and satisfaction questions, many insights would have remained hidden. This example is offered with the suggestion that future social science inquiries on Internet use include even finer, more discrete measurement of variables.

Recommendations

Bibliography

Appendices