EXECUTIVE SUMMARY

The main topic of project is “organization study on customer satisfaction at starling

river resort, dandeli under the guidance of Mr. Allwyn Fernandes. The project is divided
into six chapters.

The first chapter explains about the introduction of project and industry profile,
company profile, Promotors, vision and mission, quality policy, product or services areas of
operation, infrastructure facilities, competitor’s information, swot analysis, future growth.

The second chapter deals with the Theoretical background study of the organization and
Literature review of the organisation.

The third chapter tells about the Research designs such as statement of the problem,
need for the study, objective, scope of the study, research methodology, limitations.

The fourth chapter deals with the analysis and interpretation. Here we analyse the
result of the research with the use of tables and graphs.

Starling River Resort is provide good hospitality service to the customers. They have
good infrastructure facilities, accommodations such as safari tents, rooms, cottages, and
activities to customers. Resort is in beautiful nature beside Kali River this is more advantage
for the resort. And they have knowledge and experience staffs.

Visvesvaraya Technological University, Belagavi. 1

 CHAPTER-1

INTRODUCTION ABOUT THE INDUSTRY

PROFILE

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INTRODUCTION
Internship (project work) is the part of education where the student work as a trainee in any
organisation for a period of 10 weeks and prepare a report on the topic which is chosen, here
the student get opportunity to learn about the work independently in the organisation, it is
important part of education where it test the ability of the student and student get both
theoretical and practical knowledge.

The main aim of this organisation study concept is that the student can analysis the problem
situation and build the ability to overcame from that situation and apply the business
knowledge to build their career.

INDUSTRY PROFILE
Hospitality industry is service industry which rapidly growing industry in today’s generation
and peoples are more attracted to these service, Hospitality industry having different category
of service that include Hotel service, Transportation service, Travelling service, Resort which
is provides various facilities to customer, Hospitality industry is formed in 1950’s. The
revaluation of the hospitality begin in the year 1970 in Europe, England and America.

Resort is the one of the part of hospitality industry and resort management is the process of
providing good quality of service to the customers and satisfying the customers, resort
management having different types of department they are front office department, finance
department kitchen department, security department, event management department,
housekeeping department, food and beverage department, maintenance department and
purchase department. Each department have their own way to manage their work and satisfy
the customer.

The place which is having beautiful environment where the people can spend their valuable
time with the family or friends and take relaxation. Resort management have a responsibility
that they provide the facilities from different department to the customer to satisfy their
needs. They provide online information about the rooms and booking facilities to customer.In
general the customer is go to the place and they don’t have any idea about that resort of that
place. The front office of the resort will give the all information about the resort and other
facilities which they provides like rooms information, events, food, and activities.

Visvesvaraya Technological University, Belagavi. 3

ORGANIZATION PROFILE

NAME Starling River Resort

STARTED 3rd June, 2018

LOCATION Dandeli

TYPE Service

OWNER Mr. Usman Wahab

E-MAIL starlingriverresort@gmail.com

PHONE NUMBER 8050196303

Number of employee 98

TIMING
CHECK IN: 12:00 NOON
CHECK OUT: 11:00 AM

MEAL TIMINGS
Lunch Time: 13:30 hrs to 15:00 hrs
Evening Tea: 17:30 hrs to 18:30 hrs
Dinner: 20:30 hrs to 22:00 hrs
Breakfast: 08:30 hrs to 10:00 hrs

IN HOUSE ACTIVITY TIMINGS

10:00AM 12:00 NOON
4:00PM 6:00PM

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 ACCOMODATION IN STARLING RIVER RESORT
 Safari Tent

Starling resort have 5 safari tents, a typical safari tent comprises of a master bedroom, a
courtyard, and bathroom also Tv facility.

 Dormitory

Starling resort have 2 dormitory, in each dormitory there is 12 beds, the dormitory have
attached washroom to help cater to your need. The capacity of the dormitory is a minimum of
12 guest.

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 Deluxe room

Starling resort have 17 deluxe rooms. The deluxe suites are made up of a living room, perfect
for guest who want to start the day with breathtaking view of the endless dandeli river.

 Luxury Cottage

Starling resort have 6 luxury cottage, Warm, open and welcoming with a great view. The
décor is a mix of the classic and contemporary. Find yourself in our indulgent rooms in block

of two, with a balcony and law sit-out.

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 Infinity pool

Starling resort have a private access to the infinity pool from the river front restaurant, with
and unobstructed view of the kali river.

 Restaurant

A multi cuisine restaurant that serves Chinese, Indian, local, continental dishes as well as
fresh seafood, resort also serve homemade desserts. The restaurant is open 24 hours in a day.
They serve breakfast, lunch and dinner from there special menu. a buffet breakfast is also
available for theguest.

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 Jungle Safari

Starling River Resort will provide the jungle safari activities, an open jeep take guest across
30km od dense forest to where guest experience nature and soak in the incredible
surroundings. Loved by all the visitors across the age group, jungle safari is activities is one
of the adventure activates, and the jungle safari are usually arranged in the early morning or
during the evening time.Dandeli is surrounded by dense forest rich in flora and fauna. It is an
excellent place for nature lovers, wildlife photographers and bird’s watchers alike. Dandeli is
only place in Asia where visitor can witness Black Panther in its natural habitat.

 White Water Rafting

Starling River Resort also conduct the water rafting activities and every adventure junkie
must try water rafting offered by the might Kali rover. There is a choice for water rafting that
is 9km of long water rafting and half water rafting it is depending on seasons and water force
because of the safety of visitors.A jeep takes visitors upstream, where visitor will find
inflatable boats ready to take visitors on a rollercoaster ride on white glistening crystal clear
water. While at places the water is calms the rapids are the real highlight of the journey
downstream. Visitor will be safe hands of experts which accompany visitor throughout.

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 ORGANISATION STRUCTURE

Front office
Supervisor Chief
Department

Finance Accountant Chef cashier

Department

Senior
Housekeeping Supervisor attendant
Department

Kitchen Executive chief Chief

Department
GERNARAL
MANAGER

Maintenance Supervisor
Supervisor
Department

Supervisor
Event Senior Supervisor
department

Leader
Security

Senior Gardener Worker

Gardener

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FOLLOWING ARE THE DEPARTMENTS

 Front Office Department

Front office department main work is to welcoming the guest in a resort and providing
all information about resort. Like there package system, about rooms, food, activities,
rules and regulation of resort, inform to guest about check-in and check-out time, and
filling the application form from guest for safety purpose,Receptionist have to
attending the telephone calls. Providing all information about guest to other
department and maintain the guest list in good manner.

 Housekeeping Department
Housekeeping department related to room division, there work is to maintain resort
cleanliness and well presented, and they are responsible to providing all things which
guest required. They have communicate with the guest very respectfully and create
good atmosphere around the guest. Along with this they work in front office.

 Kitchen Department
In kitchen department there is types of department, like guest kitchen department and
staff kitchen department. In guest kitchen department they collect the information
from front office and prepare verity of food to guest and also provide beverage. And
staff kitchen they prepare different food in different day according to the menu.

 Finance department
Finance department also work as a purchase department in resort for purchasing any
product for resort use, and they maintain all the expenditure of the resort, and also
maintain staff salary record, accounts of the organization.

 Marketing Department
Marketing department control all marketing related work, like promotion, publicity,
advertisement, and they build good relationship with customers and attract the people.
 Engineering Department
Engineering department is also called maintenance department. This
department work is to providing electricity, cold and hot water supply,
repairing all infrastructure of the resort.

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 VISSION AND MISSION OF THE RESORT

Vision:
The vision of the Starling river resort is “To develop the wild life tourism with
luxury”

Mission
Mission statement of starling resort is” providing quality of service with creating beautiful
environment “

QUALITY POLICY
We are committed to provide good quality of service and improving continuously our
organisation by implementing new ideas. The Starling river resort working staff of the resort
is well committed to their work and providing high quality of service to customer and they try
to satisfy the customer. The management of the starling river resort maintain the quality in
service and work on the expectation of customer under the rules and regulation.

Management work on the following things

 Resort provide the cost to train the staff to know about their work.
 Build long term relation with customer.
 Resort provide health safety and security to staff and protect the environment.
 Provide fast, efficient, quality of service to customer.

SERVICE PROFILE

Starling river resort activity list

 Nature walk (Bird watching morning at 7:00 am)

 Coracal ride (4:00pm to 6:00pm)
 Zip line (9:00am to 6:00pm) chargeable
 Wall climbing (9:00am to 6:00pm) chargeable
 Rappling (9:00am to 6:00pm) chargeable
 Archery (9:00am to 6:00pm)

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 Rifle shooting (9:00am to 6:00pm) chargeable
 Swimming (8:00am to 6:00pm)
 Badminton, table tennis, volley ball.
 Camp fire with soft music (evening 7:00pm to 9:00pm)

Outdoor water activity

 White water rafting (9.5km)(depending on water condition)

 White water rafting (single rapid)(depending on water condition)
 River safari 6am to 7am [1hr] (depending on water condition)
 River safari 12:30pm to 1:30pm [1hr] (depending on water condition)
 Jungle safari morning 5:30am at National park gate
 Jungle safari morning 3:30am at National park gate

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STARLING RIVER RESORT APPLICATION FORM FORM

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FOOD ITEMS IN STARLING RESORT

Non-Veg

Choice of egg:

Plain Omelette 80.00

Masala Omelette 90.00

Cheez Omelette 120.00

Egg Bhurgi 100.00

Choice of Chilly:

Chilly Egg 120.00

Chilly Chicken 200.00

Chilly Fish 200.00

Choice of Manchurian:

Egg Manchurian 120.00

Chicken Manchurian 200.00

Choice of Fish:

Fish Kabab 200.00

Fish fry 200.00

Rowa fry Fish 200.00

Choice of Dry:

Chicken Kabab 200.00

Chicken 65 200.00

Pepper Chicken 200.00

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 PURE-VEG

Choice of Pakoda:

Onion Pakoda 100.00

Pannier Pakoda 150.00

Mix veg Pakoda 100.00

Capsicum Pakoda 100.00

Chilly Pakoda 100.00

Choice of Pakoda:

Chilly Pannier 150.00

Chilly Gobi 120.00

Chilly Potato 120.00

Choice of Manchuria:

Gobi Manchuria 120.00

Pannier Manchuria 150.00

Potato Manchuria 100.00

Veg Manchuria 150.00

Choice of Dry:

Finger chips 100.00

Masala paped 60.00

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 STAFF MENU
Break Fast
 Hy,eSUNDAY- Idly, Sambar, Red Chatni.
 MONDAY- Poha, Chatni.
 TUESDAY - Upma, Chatni.
 WENESDAY-Dosa, Sambar, Chatni.
 THUSEDAY- Chitranna, Chatni.
 FRIDAY- Idly, Sambar, Chatni.
 SATURDAY- Dosa, Sambar, Chatni.
 LUNCH
 SUNDAY - Roti, Rice, Sambar, Subji.
 MONDAY - Rice, Chicken.
 TUESDAY - Rice, Dal, Paped.
 WENESDAY -. Rice, Dal, Subji.
 THUSEDAY -. Rice, Fish curry.
 FRIDAY - Rice, Sambar, Subji.
 SATURDAY-Roti, Rice, Sambar, Subji.

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 AREA OF OPERATION

The Starling river resort is in Dandeli, Located inUttar Kannada, or Northern Karnataka, is
hotspot for the nature lovers and adventure seekers alike. Nestled between lush green forest
dandeli sits on the banks of winding Kali River. Customers are visits the resort across the
various region to stay in resort for relaxation.

The Dandeli Wildlife Sanctuary, is home to animals including blank panthers, monkeys and
elephants etc. Dndeli is birdwatcher’s paradise with home to over 200 species of birds
including the great hornbill and Malabar pied hornbill. It’s the only known tiger reserve in
India to report frequent sightings of the elusive blank panther.

Kali River is famous destination for Kayaking and white water rafting. Around 9km long
river stretch offers a unique and exhilarating rafting experience. Dandeli is ideal destination
for a relaxing holiday as well. You can get one with the nature by taking a nature trail,
overnight camping or even a coracle ride down the ride down the river Kali.

INFRASTRUCTURE FACILITIES
 Conference room
Starling river resort is in the good location to conduct meeting, training, and discussion to
corporate people. Starling resort provide conference room to guest and also provide the
buffet system meals and providing Indian special food with drinks to corporate people to
enjoy their beautiful time in resort.

 Party
Starling river resort conduct the marriage party and they providing all things that the
guest required, like different verity of foods, bar, music, entertainment and also provide
well package of service to the guest which is depending on how many days they staying
in resort.
 Activities
Starling river resort having different activities that they provide to guest. They provide
badminton, carom, table tennis, volley ball, rifle shooting, rapping, zip line, coracle ride.

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 COMPITATORS
The Megenta resort, dandeli is large property which promises to guest to
provide memorable home stay. This resort is the competitor for starling river
resort.
 Kingfisher jungle stay
 Century resort.
 Wildernest resort.

SWOT ANALYSIS

Swot analysis is the process where the organisation can improve their business and its
environment, the process where the people of the organisation can focus on the main
issue to improve their performance. Swot analysis having two factors internal and
external factor. Strength and weakness is the internal factor and opportunities and threads
is the external factor.

STRENGTH WEAKNESS
SWOT
ANALYSIS

OPPURTUNITY THREATS

Strength
Strength is thing that the organisation have ability to do their work easily and providing
quality and efficiency in service to the customer is the main strength of any organisation.

 Starling river resort having experience staffs.

 Starling river resort located beside theKali River with the beautiful.
 Good customer reviews.

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 Unity between the staffs in resort.
 Good relationship with the agent.
 Starling resort provide buffet food system.

Weakness
Weakness is the thing that they lack in efficiency in there service, quality, skills. That will
directly affected to the organisation performance.

 Starling resort having transportation problem.

 Poor quality of road.
 Network problem in the resort.

Opportunity
Opportunity is something that the organisation can improve and build there in high level.

 New verity of activities can introduce.

 Improve in technology.

Threads
Dandeli is wildlife area and it is adventure place so there is more competition from other
resorts.

Visvesvaraya Technological University, Belagavi. 19

‘

CHAPTER 2
CONCEPTUAL BACKGROUND AND
LITARATURE REVIEW

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THEORATICAL BACKGROUND OF THE STUDY
In today’s generation customer satisfaction is the main aim for every hospitalityIndustry.
Customers are more important for hospitality industry and they do everything to attract the
customers and loyal to their customers who are the permanent guest for them. Hospitality
industry believes that customer satisfaction will improve and build their business.
Continuously attracting the customer is achieving more profit. Customer satisfaction is that
the organisation provide all facilities which is customer required and meets expectation of the
customers.

The marketing process is important part of the organisation to attract the customers,
marketing department work is to reach all the customers with their services and keep loyal
and make them as a permanent customer. The customer behaviour is more important for the
every industry to service in the market. Hospitality industry is also do everything to increase
the customer satisfaction level, and introduce new activities, applying different management
system to attract the customer and make them to a permanent customers.

The Starling river resort attract the tourists, visitors from across the India, and more number
of tourist people come to visit the resort to spend their valuable time with friends and families
and stay in resort to enjoy the nature, environment, greenery. Location of starling resort is
dandeli and dandeli is the wildlife jungle area, visitors can see the verity of animals, birds,
and there are more visiting place near starling river resort like Supa dam, Syntheri rocks,
Bapeli black water, Crocodile park, Eco park.

Starling river resort is one of the best resort in dandeli, they have luxury accommodation
facilities to guest to attract them, and resort having foreign bed system facilities with all
interior products, the main advantages of the resort is Kali River. Starling river resort is
beside the Kali River. They provide jungle safari, tracking, campfire, coracle ride, zorbing,
and white water rafting.

The main purpose of this study is to know the level of customer satisfaction at starling river
resort. This project will give the customer review about the resort services and preparing the
questionnaires, and this project will sagest he method to developing the business of the resort
and questionnaires helps to know the customers’ expectations.

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LITERATURE REVIEW

Vavra, T.G (1997)

This book specify sum customer satisfaction strategies which help to measure the customer
satisfaction in hospitality industry. Author gave sum ideas, first one is to set the sample size
and then prepare the questionnaires and next one is to conduct the process to know the
consumer perception and need.

Smith, A.K. et al (1999)

In the paper they told haw to overcome with the failure and make recovery, for this survey
will help the customer will give there back, so author suggest that organisation should
provide good quality service to customer for satisfaction.

Holjevac, I.A. et al (2000)

In the paper they revealed the measurement the customer satisfaction in hospitality industry.
Here manager will face more challenges to satisfy the customers.

Silvia Figiniand Paolo Giudici (2002)

In research paper the author tells that there is various ways to collect the data which help to
the customer satisfaction level. They suggest various methods to analyse the data which
collected such as graphical model.

Peyton, R.M. et al (2003)

In their paper they specify sum theories which helps to measures customer satisfaction. In
this paper not only gave theory of research but also specify the important factors that use to
know if the customer satisfaction or dissatisfied .and author also told that there is many way
to satisfy the customers like to know there needs, Interest.

Visvesvaraya Technological University, Belagavi. 22

Malthouse, E.C. et al (2003)

In their paper the author the author talk about all department of organisation. In this paper
they analysed the customer satisfaction in the organisation, customer satisfaction level is
differ in different department in organisation, author further investigated whether customer is
satisfied with every department or not.

Rooma (2007)

In their research paper they suggest to prepare the questionnaires of hospitality industry about
the customer satisfaction in service quality. Customer satisfaction is most important for the
organisation, organisation have to show there good performance to competitor with others in
market

Visvesvaraya Technological University, Belagavi. 23

 CHAPTER 3:

RESERCH DESIGN

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STATEMENT OF THE PROBLEM

The main aim of this study of project is to find out the customer satisfaction level in the
starling river resort dandeli.

NEED FOR THE STUDY

The aim of the organisation study is to providing the opportunity to the student to apply their
ideas in their work where they doing project work. Knowing the different types of field in
corporate world and managing the resources, completing the works in given time, creating
their own goals and work on their strength and weakness and improve them according to their
business environment and from the organisation study they build the interpersonal skills.

Organisation is made up of peoples, peoples are required to reach the objective and goals of
organisation, withought people organisation cannot achieve anything. In this project mainly
need to study the customer satisfaction in resort, here resort management should know to
satisfy the customers, haw they can attract the customers and what type of service customers
expecting from resort management.

Resort management want to know the opinions from the customers about theirservices, they
collect the reviews from customers to know the expectation of customers and improving the
service quality, so they want to do all of this then they need to study the customer satisfaction
level. The reason for the study of customer satisfaction is to solve the problems, providing
strong competition to competitors, and to improve.

Resort creates different ideas and plans to satisfy the customers and spend more money on
that. The researcher who doing research they ask the questions to the customers about the
resort service quality and they prepare questionnaires and collect the customers opinions
related to the resort and that shows customers are satisfied or not. If they are not satisfied then
what they expecting from resort management and where improvement is require or if they
satisfied then what they more like in the resorts.

Visvesvaraya Technological University, Belagavi. 25

Objectives

 The objective is to study the resort management in Starling river resort.

 Study the strategies to satisfy the customers at Starling river resort.
 Study haw the organization build good relationship with their travel agents and
customers.
 Study about infrastructure facilities which is provided to the guest by starling river
resort.
 Study to know the each and every department and there work in the Starling river resort
resorts.

Scope of study
 This organization study will provide the information of the resort.
 This project will help the people to attract towards hospitality industry.
 This study will show the customer expectation level.
 This study will help the resort management to work on their problems
.
RESEARCH METHODOLOGY
Research methodology is the process of collecting the information from the various sources.
Primary data: Information collected from the questionnaire.
Secondary data: Information collected from the company reports, brochures and through
management.
Sampling method:Random sampling
Sample size: 120
Analysis tool: MS-Excel

LIMITATIONS
The following are the limitations of the study of customer satisfaction in starling river resort.
 There is lack in time to communicate with the customers.
 Sum customers are refuse to give true fact.
 The information which is collected from the secondary data is not sufficient.
 The management is not provided all the information to researcher to protect the resort.

Visvesvaraya Technological University, Belagavi. 26

 CHPTER 4:
DATA ANALYSIS AND INTERPITATION

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 DATA ANALYSIS AND INTERPRETATION

1] Haw frequently do you visit the Starling resort annually?

Sl. No Option Frequency Percentage

1 Once a year 22 18%
2 Twice a year 2 2%
3 Occasionally 78 65.00%
4 Not frequently 18 15%
120 100%

65.00%

80
70
60
50
40
18% 15%
30
20
2%
10
0
Once a year Twice a year Occasionally Not frequently
Percentage 18% 2% 65.00% 15%
Frequency 22 2 78 18

Frequency Percentage

Interpretation:
18% visitor who visit the Starling resort once in a year, and 2% visitor who visit the Starling
river resort starling resort twice in a year and 65% visitor who visit the Starling
rling river resort
occasionally and 15% visitor who visit the Starling river resort not frequently.

Visvesvaraya Technological University, Belagavi. 28

2]] What are the reasons to visit and stay in starling resort?

Sl. No Option Frequency Percentage

1 For a change 14 12%
2 Feel the nature 58 48%
3 Family time 30 25%
4 Business purpose 18 15%
120 100%

48%

60

50
25%
40

30 15%
12%
20

10

0
For a change Feel the nature Family time Business
purpose
Percentage 12% 48% 25% 15%
Frequency 14 58 30 18

Frequency Percentage

Interpretation:
12%% visitor who visit the Starling resort for change, and 48%% visitor who visit the Starling
river resort to feel the nature,25%
5% visitor who visit the Starling river resort to spend time with
family, and 15% visitor who visits the Starling River resort for business purpose. se.

Visvesvaraya Technological University, Belagavi. 29

3]] Haw many days do you stay in the resort?

Sl. No Option Frequency Percentage

1 1-2 days 73 60.83%
2 2-4 days 30 25.00%
3 4-6 days 12 10.00%
4 6 & above 5 4.17%
120 100%

60.83%
80
70
60
50
25.00%
40
30
10.00%
20 4.17%
10
0
1-2 days 2-4 days 4-6 days 6 & above
Percentage 60.83% 25.00% 10.00% 4.17%
Frequency 73 30 12 5

Frequency Percentage

Interpretation:
60.83% visitor who stay 1-22 days in Starling resort,
resort 25% visitor who stay 2-44 days in Starling
river resort, and 10% visitor who stay 4-6
4 days in Starling river resort, and 4.17% visitor who
stay 6 &above
above days in visit Starling river resort.

Visvesvaraya Technological University, Belagavi. 30

4]] Haw you got information of starling resort?

Sl. No Option Frequency Percentage

1 Social media 22 18.33%
2 Family & Friends 38 31.67%
3 Travel agency 52 43.33%
4 Banners 8 6.67%
120 100%

43.33%
60

50
31.67%
40

18.33%
30

20
6.67%

10

0
Social media Family & Friends Travel agency Banners
Percentage 18.33% 31.67% 43.33% 6.67%
Frequency 22 38 52 8

Frequency Percentage

Interpretation:
18.33% visitor who got information about Starling resort from social media and 31.67%
visitor who got information about Starling resort from family and friends
friends,43.33%
43.33% visitor who
got information about Starling resort from travel agency
agency, and6.67%
6.67% visitor who got
information about Starling resort from banners.
.

Visvesvaraya Technological University, Belagavi. 31

5] Haw was the check-in
in & check out process?

Sl. No Option Frequency Percentage

1 Fast 76 63.33%
2 Slow 44 36.67%
120 100%

63.33%

80
70 36.67%
60
50
40
30
20
10
0
Fast Slow
Percentage 63.33% 36.67%
Frequency 76 44

Frequency Percentage

Interpretation:
63.33% visitor’s opinion about the check
check-in and out process
cess in starling resort is fast, and
36.67% visitor’s opinion about the check-in
check in and out process in starling resort is slow.

Visvesvaraya Technological University, Belagavi. 32

6] In which season do you like to visit the resort?

Sl. No Option Frequency Percentage

1 Rainy season 24 20.00%
2 Summer season 42 35.00%
3 Winter season 54 45.00%
120 100%

45.00%
60
35.00%
50

40
20.00%
30

20

10

0
Rainy season Summer season Winter season
Percentage 20.00% 35.00% 45.00%
Frequency 24 42 54

Frequency Percentage

Interpretation:
In rainy season 20% of visitors lilike to visit the starling resort, and In summer season 35% of
visitors like
ke to visit the starling resort, In winter season 45% of visitors like to visit the
starling resort.

Visvesvaraya Technological University, Belagavi. 33

7] You like the food menu verities of starling river resort?

Sl. No Option Frequency Percentage

1 Excellent 24 20.00%
2 Good 51 42.50%
3 Average 33 27.50%
4 Poor 12 10.00%
120 100%

60 42.50%

50
27.50%
40
20.00%
30
10.00%
20

10

0
Excellent Good Average Poor
Percentage 20.00% 42.50% 27.50% 10.00%
Frequency 24 51 33 12

Frequency Percentage

Interpretation:
20% of visitors gave excellent reviews about the food which the starlin
starlingg resort give their
customers, and 42.50% of visitors gave good reviews about the food which the starlin
starling resort
give their customers, 27.50% of visitors gave average reviews about the food which the
starlingg resort give their customers, and 10% of visitors gave poor reviews about the food
which the starling resort give their customers.

Visvesvaraya Technological University, Belagavi. 34

8] Which type of food you preferred at resort?

Sl. No Option Frequency Percentage

1 Vegetarian 15 12.50%
2 Non-vegetarian 74 61.67%
3 Both 31 25.83%
120 100%

61.67%
80
70
60
50 25.83%
40
30 12.50%

20
10
0
Vegetarian Non-vegetarian Both
Percentage 12.50% 61.67% 25.83%
Frequency 15 74 31

Frequency Percentage

Interpretation:
12% of visitors prefer vegetarian
etarian food in starling resort, and highest number of
61.67%visitors prefer Non-vegetarian
vegetarian food in starling resort, 25.83% of visitors will prefer
both vegetarian and non -vegetarian
vegetarian food in starling resort.

Visvesvaraya Technological University, Belagavi. 35

9]] Which source did you use to book the rooms in resort?

Sl. No Option Frequency Percentage

1 Telephone 36 30.00%
2 Online booking 24 20.00%
3 Travel agent 60 50.00%
120 100%

50.00%
70
60
50 30.00%

40 20.00%
30
20
10
0
Telephone Online booking Travel agent
Percentage 30.00% 20.00% 50.00%
Frequency 36 24 60

Frequency Percentage

Interpretation:
30% of visitors will book the rooms in sta
starling resort by using telephone, and20%
20% of visitors
will book the rooms online in starling resort, 50% of visitors will book the rooms in starling
resort through travel agents.

Visvesvaraya Technological University, Belagavi. 36

10]] Which factor do like in the Starling river resort?

Sl. No Option Frequency Percentage

1 Resort location 50 41.67%
2 Service quality 28 23.33%
3 Price 19 15.83%
4 Activities 23 19.17%
120 100%

60 41.67%

50

40 23.33%
19.17%
30 15.83%

20

10

0
Resort location Service quality Price Activities
Percentage 41.67% 23.33% 15.83% 19.17%
Frequency 50 28 19 23

Frequency Percentage

Interpretation:
More number of 41.67% visitors like starling river resort location,23.33% of visitors like
service quality of starling resort.15.83% of visitors attracted towards resorts of their price,
19.17% of visitors like the activities of starling river resort.
resort

Visvesvaraya Technological University, Belagavi. 37

11]] Are you satisfied with Starling river resorts service quality?

Sl. No Option Frequency Percentage

1 Satisfied 52 43.33%
2 Not satisfied 20 16.67%
3 Not sure 48 40.00%
120 100%

43.33%
60 40.00%

50

40

30 16.67%

20

10

0
Satisfied Not satisfied Not sure
Percentage 43.33% 16.67% 40.00%
Frequency 52 20 48

Frequency Percentage

Interpretation:
Highest number of 43.33% visitors is satisfied .with service quality of starling river resort,
and 16.67% of visitors are not satisfied .with service quality of starling river resort
resort, 40% of
visitors are not sure about satisfaction with service quality of starling river resort.

Visvesvaraya Technological University, Belagavi. 38

12]] In which age group do you find most suited to visit the resort?

Sl. No Option Frequency Percentage

1 0-15 15 12.50%
2 15-30 55 45.83%
3 30-40 27 22.50%
4 40 and above 23 19.17%
120 100%

45.83%
60

50

40 22.50%
19.17%
30
12.50%
20

10

0
0-15 15-30 30-40 40 and above
Percentage 12.50% 45.83% 22.50% 19.17%
Frequency 15 55 27 23

Frequency Percentage

Interpretation:
12.50% of visitors will suggest between 0-15
0 age group people is more suited for the resort,
45.83% of visitors will suggest between 15
15-30 age group peoplee is more suited for the resort,
and 22.50% of visitors will suggest between 30-40
30 age group peoplee is more suited for the
resort, 19.17% of visitors will suggest between 40 &above age group people is more suited
for the resort.

Visvesvaraya Technological University, Belagavi. 39

13]] During your stay in Starling river resort do you refer to change anything?

Sl. No Option Frequency Percentage

centage
1 Yes 118 98.33%
.33%
2 No 2 1.67
1.67%
120 100%

98.33%

120

100

80

60

40 1.67%

20

0
Yes No
Percentage 98.33% 1.67%
Frequency 118 2

Frequency Percentage

Interpretation:
98.33% of visitors will like to suggest any changes
changes have to do in starling resort, and 1.67% of
visitors will not interested to suggest anything to the resort.

Visvesvaraya Technological University, Belagavi. 40

14] If yes, what are the areas you refer to improve their service?

Sl. No Option Frequency Percentage

1 Improve the room service 25 20.83%
2 Improve Communication
15 12.50%
skills of staff
3 Verities in food 20 16.67%
4 Improve in parking facilities 60 50.00%
120 100%

50.00%
70
60

50

40 20.83%
30 16.67%
12.50%
20
10

0
Improve the room Improve Verities in food Improve in
service Communication parking facilities
skills of staff
Percentage 20.83% 12.50% 16.67% 50.00%
Frequency 25 15 20 60

Frequency Percentage

Interpretation:
20.83% of visitorsrs will suggest to improve the room service of starling resort, 12.50% of
visitors will suggest to improve the communication skill of the staff of starling resort, and
16.67% of visitors will suggest to impro
improve food menu of starling resort, 50% of visitors will
suggest to improve the parking facilities of starling resort.
.

Visvesvaraya Technological University, Belagavi. 41

15]] Do you refer your friends and families to visit Starling river resort,If
resort, yes,
what is the reason behind your reference?

Sl. No Option Frequency Percentage

1 Beautiful place with nature 48 40.00%
2 Good quality of service 30 25.00%
3 Payable cost 20 16.67%
4 Different activities 22 18.33%
120 100%

40.00%
50
45
40 25.00%
35
30 16.67% 18.33%
25
20
15
10
5
0
Beautiful place Good quality of Payable cost Different
with nature service activities
Percentage 40.00% 25.00% 16.67% 18.33%
Frequency 48 30 20 22

Frequency Percentage

Interpretation:
Because of the beautiful place and nature 40% of visito visitor will refers their friends and family,
For the Starling resort quality of service 25 25% of visitorr will refers their friends and family,
family
and Because of the marginal payable cost 16.67% of visitors will refers their friends and
family, 18% of visitors like thehe activities of the starling resort because of this reason visitors
will refers their friends and family.

Visvesvaraya Technological University, Belagavi. 42

 CHAPTER 5:

CONCLUSION AND SUGGESTIONS

Visvesvaraya Technological University, Belagavi. 43

SUMMARY OF FINDINGS

 Comparing to other resorts Starling river resort is one of the best resort in entire area in
dandeli.
 The provided best quality of services like more activities, accommodation with good
package.
 By conducted data analysis survey observed that 43% of customers are satisfied with
service.
 By the survey 45% of customer between the age of 15-30 are more visit the resort.
 The majority of 48% respondent told that they visit the resort to feel the nature, and 45%
of people visit to spend time with family and 12% of people visit for the change and 15%
of people visit for business purpose.
 The majority of 50% people suggest to improve the parking facilities and 20.83% of
people suggest to improve room service and 16.67% people suggest to improve in food,
And 12.50% of people suggest for communication skill.

Visvesvaraya Technological University, Belagavi. 44

 CONCLUSION

The organisation study undertaken at Starling river resort dandeli. For a period of six weeks
to work on the customer satisfaction level in starling resort. During the study, I consider that
the resort management doing their best to satisfy the customers.

Also the resort management will follows the all feedback which the customer will give and
they work on them and they do efforts to fulfil the need of customers.

Visvesvaraya Technological University, Belagavi. 45

 BIBLIOGRAPHY

Website:starlingriverresort.com

Website: www.customersatisfactionlitaraturereview.com

Other sources: Broachers, book.

Visvesvaraya Technological University, Belagavi. 46

 ANNEXURE

QUESTIONNIRE
“A study on Customer Satisfaction at Starling River Resort, Dandeli.”
Name _____________________

Age (a) Up to 20 years (b) 21-30 years

(c) 31-40 years (d) 40 years & above

Gender (a) Male (b) Female

Marital Status (a) Single (b) Married

1] Haw frequently do you visit the Starling resort annually?

a) Once a year b) Twice a year
c) Occasionally d) Not frequently

2] What are the reasons to visit and stay in starling resort?

a) For a change b) Feel the nature
c) Family time d) Business purpose

3] Haw many days do you stay in the resort?

a) 1-2 days b) 2-4 days
c) 4-6 days d) 6-8 days

4] Haw you got information of starling resort?

a) Social media b) Family & Friends

c) Travel agency d) Banners

Visvesvaraya Technological University, Belagavi. 47

5] Haw was the check-in process?
a) Fast b) Slow

6] In which season do you like to visit the resort?

a) Rainy season

b) Summer season

c) Winter season

7] You like the menu verities of starling river resort?

a) Excellent b) Good

c) Average d) Poor

8] Which type of food you preferred at resort?

a) Vegetarian

b) Non-vegetarian

c) Both

9] Which source did you use to book the rooms in resort?

a) Telephone
b) Online booking
c) Travel agent

10] Which factor do like in the Starling river resort?

a) Resort location b) Service quality
c) Price d) Activities

Visvesvaraya Technological University, Belagavi. 48

11] Are you satisfied with Starling river resorts service quality?
a) Satisfied
b) Not satisfied
c) Not sure

12] In which age group do you find most suited to visit the resort?
a) 0-15 b) 15-30
c) 30-40 d) 40 and above

13] During your stay in Starling river resort do you refer to change anything?
a) Yes b) No

14] If yes, what are the areas you refer to improve their service?
a) Improve the room service.
b) Improve Communication skills of staff
c) Verities in food.
d) Improve in parking facilities.

15] Do you refer your friends and families to visit Starling river resort?
a) Yes b) No

16] If yes, what is the reason behind your reference?

a) Beautiful place with nature.
b) Good quality of service.
c) Payable cost.
d) Different activities.

Visvesvaraya Technological University, Belagavi. 49

Visvesvaraya Technological University, Belagavi. 50
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