CHAPTER I

INTRODUCTION TO THE STUDY

1.1. INTRODUCTION:
Every company should know customers’ needs and mostly they claim they
know. However the ability to provide a final product according to the expectations can
be questionable. All company activities such as manufacturing, sales and customer
services as well should ensure customer satisfaction. Therefore customer services are
always very important and topical, because they can help to increase customer
satisfaction with the product using. Services can be seen as a source of company profit
and possible differentiation, too. Almost all companies have to be providers of
customer services today. Moreover focusing on customers, e.g. providing customer
services, is one of the main benefit of well done application of market orientation in a
company. Market orientation is one of the key trends in the field of marketing today.
The core elements of market orientation are its focus on the customer, focus on
competitors, the setting up of long-term objectives, coordination of marketing
activities and, last but not least, the importance of a good quality system of business
intelligence.
The aim of this paper is to present the importance of customer services as a
part of market orientation from both the theoretical view and by selected results of the
survey of HiTech firms in the Czech Republic. The methodology of the paper is
issued from the research project titled “Research on implementation on market
orientation in Hi-Tech Firms”. In the research part of the GACR project mentioned,
two different questionnaires are used (see more bellow). For the paper were used data
from measurement of market orientation only.
Customer service is the provision of service to customer before, during and
after a purchase. According; it may vary by product, service, industry and individual
customer. The perception of success of such interactions is dependent on employee
“who can adjust themselves to the personality of the guest”. Customer service is also
often referred to when describing the cultural of the organization. It concerns the
priority an organization assigns to customer service to components such as product
innovation and pricing. In this sense, an organization that values good customer
service may spend more money in training employee than the average organization,
may productively interview customer for feedback.
1.2. REVIEW OF LITERATURE:

Komal Chopra –
Assistant Professor, Symbiosis Institute of Management Studies, Pune In organized
retail outlets, customer service is delivered by front end employees i.e salesperson.
Gronoos(2000) opined that customer service has played a very important role in every
business and hence it is important to emphasize on training of employees rather than
on material resource.
Cunningham and Roberts, 1974
The focus is on employee satisfaction and as employees deliver service to customers,
satisfied employees can better deliver customer satisfaction.

1.3RESEARCH OF PROBLEMS:
To study what kind of service provided by Hotel Aairawati

1.4OBJECTIVES OF STUDY:
1) To study the concept of customer services.

2) To study the quality of service provided by Hotel Aairawati

4) To study customer feedback regarding service provided by Hotel Aairawati

1.5 HYPOTHESIS OF STUDY:

• Attentive is the main factor in customer service for Hotel.

• Flexibility is the main factor in customer service for Hotel.

• Communication is the main factor in customer service for Hotel.

• Friendliness is the main factor in customer service for Hotel.

• Responsiveness is the main factor in customer service for Hotel.

1.6 SCOPE OF THE STUDY:

The scope of study was limited Hotel Aairawati only.
The scope of study was limited to Customer Service only.
1.7IMPORTANCE OF STUDY:
1) People respond positively to good service.

2) It helps in relationship building.

3) Establishing communication through service standards.

4) Building trust & resolving potential or conflicts.

5) Monitoring service performance & acting to improve quality service delivery

performance.

1.8 RESEARCH METHODOLOGY:

In the study of the quality of service delivery the data was collect from different
sources.

1) Primary Data:

In primary data the information was collect by following

method: A) Questionnaires.
For this study I was prepare printed questionnaire and handover to 50 customer of
Hotel Aairawati
2) Secondary Data:
A) The secondary data was collect by using different method:

B) Books & forms, information collect from manager, outsiders& staff member,
reference books, journals, internet & financial data of business.

• Sampling design –

• Sampling techniques:
The simple random sampling techniques will be using to collect the primary data.

• Sampling size- I will choose 50 customers of Hotel Aairawati

• Data analysis instruments-

Research was use Questionnaire, interview, reports, website tools for collecting data.
1.9 LIMITATION OF THE STUDY:
1) Study period was limited for 30 days so cannot get the extra knowledge of
organization.

2) There was no possibility that customer gave the correct information.

The customers may have biased while responding

 CHAPTER II

THEORETICAL BACKGROUND

2.1BASIC CONCEPT – MEANING AND DEFINITION

INTRODUCTION-

Providing excellent customer service is what makes and strengthens customer

relationships, which is an incredibly valuable asset for any hotel or business to have.
Repeat custom is what hotelier’s should strive for from their clients, so building
associations and nurturing links is key, with the level of customer service received
being pivotal. The hospitality marketplace remains as competitive as ever so
establishing important interaction with customers through high-quality customer
service is as important as ever and improving on this vital, to remain one step ahead
of your rivals. In her recent column for hotel-industry.co.uk, Caroline Cooper wrote:

“It’s no longer enough just to deliver good or even great customer service; it
needs to be something outstanding and something that will wow your guests if you
want to talk about it and give them a reason to return.”

“The service you provide is an ideal opportunity to create a key differentiator

for your hotel. Getting your customer service right can do far more for attracting and
retaining your custom than any amount of marketing or refurbishing. But it won’t
happen by magic!”

The process of ensuring customer satisfaction with a product or service. Often,

customer service takes place while performing a transaction for the customer, such as
making a sale or returning an item. Customer service can take the form of an in-
person interaction, a phone call, self-service systems, or by other means

To be able to improve the levels of customer service, it is important that

hoteliers define what it actually means and stands for. This is likely to be different
from business to business as expectation levels change depending on the market that
the hotel is geared. In a recent interview with hotel-industry.co.uk, Mario Dolcezza
(author of the book ‘How to Be Great at Customer Service’) admits it is hard to put a
definition beside customer service:
2.2 DEFINITION OF CUSTOMER SERVICE –

To be able to improve the levels of customer service, it is important that

hoteliers define what it actually means and stands for. This is likely to be different
from business to business as expectation levels change depending on the market that
the hotel is geared. In a recent interview with hotel-industry.co.uk, Mario Dolcezza
(author of the book ‘How to Be Great at Customer Service’) admits it is hard to put a
definition beside customer service:

DEFINITIONS –

1) “This is actually quite a tricky question. Customer service is the degree of

assistance provided by the business in order to facilitate a purchase by the
customer. More importantly the customers experience is directly related to the
effort put into customer service and can be positive, indifferent or negative.”
2) “It’s no longer enough just to deliver good or even great customer service; it
needs to be something outstanding and something that will wow your guests if
you want to talk about it and give them a reason to return.”
3) “The service you provide is an ideal opportunity to create a key differentiator
for your hotel. Getting your customer service right can do far more for
attracting and retaining your custom than any amount of marketing or
refurbishing. But it won’t happen by magic!”

2.3 CHARACTERISTICS
Emotional intelligence (EI)
A customer service professional interacts with tens — if not hundreds — of
users each day. Each support interaction happens at a different emotional wavelength
and frequency.
Candidates who have sound emotional intelligence can easily adjust to all the
different emotional states of the customers and fine-tune their responses accordingly.
Emotionally intelligent candidates are also more empathetic, thoughtful, thorough,
and tactful among other things. They’re great at active listening too which is another
very desirable customer service skill
Humility
There are many times during the course of offering customer service that a
company or the service provider is at fault. There are also times when customer
service executives have to say “No,” to a client. Sometimes, customers get angry
without any fault on the company’s end.
For all these times and more, the 1 thing your customer executives need to be in
their responses is ‘humble.’ It takes humility to write a clear response whether it’s
admitting a mistake or simply saying that the client’s request can’t be worked out that
empathizes with the customers and doesn’t offend them.
Being tech-savvy
A customer service professional uses a number of tech solutions on a daily basis.
These include software for chat and email support, VOIP services for phone support,
tools like helpdesk systems and more. Sometimes, you might need your support staff
employees to have prior knowledge of a certain tool.
Patience
Patience is one of the most important characteristics of customer service
employees. Only a patient customer service representative can give each client the
time they need for their issue resolution (without compromising on the quality of
support).
Candidates who score poorly on this trait can lose their cool or dilute their quality of
support especially for customers or tickets that take more time to resolve.
Good listening
It doesn’t matter whether you’re interviewing candidates for a chat, email, or
phone support role, good listening is an indispensable skill. A customer service
professional needs to really listen (or read) to understand a user’s real question as not
all users are skilled at explaining their issues.
‘Active’ listening means trying to do more than just hearing (or reading) to
understand what someone is trying to put across. In the customer support context, this
means understanding a customer’s actual issue. Candidates who are good listeners get
this naturally. And because they understand the problem well, they generally offer
better and faster resolutions.
2.4 TECHNIQUES AND TYPES -
Traditional, brick-andmortar Bricks and mortar stores will never go away people
love to shop, and they like to touch and feel the things they're buying. But as the
world changes, brands need to set themselves up to be nimble and change with the
world to stay alive. Customers are more online than ever 65 percent of customers
want to buy from companies that offer quick and easy online transactions and 49
percent gave Amazon the highest marks for service for that reason,
Email support- Email is the classic, common, and widespread way customers
communicate with companies. With the right email management software, email can
be one of the easiest ways to organize, prioritize, and delegate customer support
interactions in one place. What’s so great about email? It’s hard to find someone
without an email account, and customers can reach out anytime to log an inquiry.
Email is also usually the first form of support a business will offer.
Messaging and chat support-
Customers increasingly want to communicate with brands over the same channels
they use with friends and family, such as Facebook Messenger, SMS, and WhatsApp.
Nearly a third of customers messaged a company for the first time in 2020, and 74
percent say they will continue to do so.
Phone support-
A phone conversation remains a powerful way to solve problems—even in the age of
Twitter DMS. When customers get help over the phone, agents can resolve complex
issues faster and deliver detailed, personalized support.
Phone support can be expensive when it comes to service rep however, software with
integrated insights can help you better understand how to staff, how many calls
support agents take, and how ticket volume from your phone channel compares to
other channels. With the right software, you can also have the benefit of full customer
history, automatic ticket creation, call recording and other time-saving tools
2.5 ADVANTAGES AND DISADVANTAGES –
Advantage
 The budgeting process should be more accurate.
 Much better information upon which to appraise the performance of management.
 The budget will be much more 'relevant' by the end of the traditional budgeting
period.
 It forces management to take the budgeting process more seriously.
Disadvantages-
 More costly and time consuming.
 An increase in budgeting work may lead to less control of the actual results.
 There is a danger that the budget may become the last budget 'plus or minus a bit'.
 The budget may be demotivating because the targets are changing regularly.
2.5 Functions-

2.6 IMPORTANCE OF BASIC CONCEPT.

The importance of customer service may vary by service, industry and

customer. The perception of success of such interactions will be dependent on
employees "who can adjust themselves to the personality of the guest,"1 according to
Micah Solomon. Customer service can also refer to the culture of the organization -
the priority the organization assigns to customer service relative to other components,
such as product innovation or low price. In this sense, an organization that values
good customer service may spend more money in training employees than the average
organization, or proactively interview customers for feedback.

From the point of view of an overall sales process engineering effort, customer
service plays an important role in an organization's ability to generate income and
revenue. From that perspective, customer service should be included as part of an
overall approach to systematic improvement. A customer service experience can
change the entire perception a customer has of the organization
 CHAPTER NO - III

COMPANY PROFILE

3.1COMPANY PROFILE:

LOGO OF HOTELAAIRAWATI

3.2INTRODUCTION OF THE ORGANIZATION:

THE COMPANY PROFILE OF “HOTEL AAIRAWATI” GADHINGLAJ.
 HOTEL AAIRAWATI established in 15th August 2018 Avinash Madalgi.
 Hotel Aairawati is the new launched hospitality business in Gadhinglaj.
 The Address: Near Ganesh Mandir, Gandhi Nagar Society, and Gadhinglaj.
 Business Time: 7 to 11 pm.
 E-MAIL ID - aairawatihotel@gmail.com

The owner of Aairawati hotel is Avinash Madlagi. The manager of Aairawati

hotel is Swati Madalgi. The cashier of Aairawati hotel is Suhas Mane.

3.3MISION:
This mission of Hotel Aarawati is to put hospitality on the services on the
highest level in order to satisfy the demands and expectation of guests. Our aim is to
make the Hotel Aarawati Place for encounters, business success, pleasant meetings
and gala ceremonies.
3.4VISION:
The ideology of our vision is to continue to apply and set the highest standards
of service quality and in that way justify and uphold the reputation that we have
among the guests, partners, competitors and the wider community, We use and
constantly introduce environmentally friendly technologies and processes in order to
remain in balance with nature and also meet the needs of contemporary society,
Tradition is testament to our success but in the future we also want to embrace the
changes that modern time brings and become more attractive in the market and more
interesting to our guests and partners.

OBJECTIVES:
1. To make the staff understand the nature and scope of the assigned work and set
goals.
2. To produce and sell good quality food at competitive price.
3. To strive for the welfare of buyers, sellers and staff.

3.5 DETAILS OF ORGANIZATION:

MENU CARD:

Menu is fix But in tin card they provide different menu daily & weekly.
Aairawati Special food is also available.

Services: Lunch, Dinner etc.

  They provide a good service to their customers and place smile on face all
time.
 There the cleanness in hotel.
 The hotel structure is attractive and well ventilated atmosphere.
 They take and give the orders in time to time (fastest service).

Cafe:

 In Gadhinglaj the only one hotel is Hotel Aairawati who provides a hotel
services with café foods.
 They give a open area and TV. Screen in café section so, the structure look
attractive.
 In upper section they arranged single chairs & tables with low lights.
 In café they provide a music system.
Gaming Area:
  In this hotel the games section is available kid‟s games and other games.
Brief Information Managerial Process:
The daily requirement of employees is different specially they managing their
work according to seasons. They give 20 minutes daily training program to
employees. In monthly meeting they discussed about daily routine, duty, and menu
and specially on evening time schedule. They give advertisement on T.V. and also
Social media’s like. Instagram, Facebook & Just Dial etc. They exchange the
employee’s duty every day.
3.6 ORGANIZATION STRUCTURE:
In hotel there is a

Chinese Chef Tandoor Chef Indian Chef Helper

2 2 2 1

Management of kitchen In & Out:-

Store

Production

Chef gives requirement

Use

Dispose
3.7BENEFITS:

 They give a 1 month advance booking.

 They monthly arranged 6 to 7 programs. (Like birth day party, anniversary, &
other celebrations)
 In Just dial they get a 6 starts to their hotel.
 No competition in Gadhinglaj.
 They provide home delivery.
 In payment there is a cash, card, online payment is available.
 Discount is also available.
 CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
Table No 4.1 On which basis you visit to the hotel?

Sr. No Option Respondents Percentage

1 Daily 0 0%
2 Weekly 10 20%
3 Monthly 16 32%
Occasionall
4 y 24 48%
Total 50 100%
Figure No 4.1
30

25 24

20

16
15

10
10

0
0
Daily Weekly Monthly Occasionally

The above table and figure show on which basis the customer visit the hotel.
24 respondents said that they visit hotel occasionally. 16 respondents said that they
visit the hotel monthly. Remaining 10 respondents said that they visit hotel weekly.
 Table No 4.2 Are you happy with the location of the hotel?

Sr. No Option Respondents Percentage

1 Very happy 11 22%
2 Happy 33 66%
Neither happy/nor
3 unhappy 5 10%
4 Unhappy 1 2%
Total 20 100%

Figure No 4.2
35 33

30

25

20

15
11
10

5
5
1
0
Very happy Happy Neither happy/nor Unhappy
unhappy

The above table and figure shows that is customers are happy with the location
of hotel. 11 respondents are very happy with the location of hotel. 33 respondents are
happy with the location of hotel. 5 respondents are neither happy / nor unhappy with
the location of hotel. 1 respondent is unhappy with the location of hotel.
 Table No 4.3 How would you rate to parking facility of hotel?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 5 10%
2 Good 28 56%
3 Average 15 30%
4 Poor 2 4%
Total 50 100%

Figure No 4.3
30
28

25

20

15
15

10

5
5
2

0
Excellent Good Average Poor

The above table and figure shows the parking facility of hotel. 5 respondents
are rated the parking facility is excellent. 28 respondents are rated the parking facility
is good. 15 respondents are rated the parking facility is average. 2 respondents are
rated the parking facility is poor.
 Table No 4.4 How would you rate staff friendliness with customer?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 14 28%
2 Good 28 56%
3 Average 6 12%
4 Poor 2 4%
Total 50 100%

Figure No 4.4
30
28

25

20

15 14

10

6
5
2

0
Excellent Good Average Poor

The above table and figure shows the friendliness of staff with customer. 14
respondents said that the staff friendliness is excellent. 28 respondents said that the
staff friendliness is good. 6 respondents said that the staff friendliness is average. 2
respondents said that the staff friendliness is poor.
 Table No 4.5 How would you rate the customer service given by hotel?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 11 22%
2 Good 26 52%
3 Average 12 24%
4 Poor 1 2%
Total 50 100%

Figure No 4.5
30

26
25

20

15
12
11
10

1
0
Excellent Good Average Poor

The above table and figure shows customer service given by hotel. 11
respondents said that customer service given by hotel is excellent. 26 respondents said
that customer service given by hotel is good. 12 respondents said that customer
service given by hotel is average. 1 respondent said that customer service given by
hotel is poor.
 Table No 4.6 Are you satisfied with quality of food at hotel Aairawati?
Respondent Percentag
Sr. No Option s e
1 Highly satisfy 10 20%
2 Satisfy 37 74%
Neither satisfy / nor
3 dissatisfy 2 4%
4 Dissatisfy 1 2%
Total 50 100%

Figure No 4.6
40
37
35

30

25

20

15
10
10

5
2
1
0
Highly satisfy Satisfy Neither satisfy / nor Dissatisfy
dissatisfy

The above table and figure shows that customer satisfaction of food quality at
the hotel. 10 respondents are highly satisfied with food quality. 37 respondents are
satisfied with food quality. 2 respondents are neither satisfied / nor dissatisfied with
food quality. 1 respondent is dissatisfied with food quality.
 Table No 4.7 Are you satisfied with quantity of food at hotel Aairawati?
Respondent Percentag
Sr. No Option s e
1 Highly satisfy 13 26%
2 Satisfy 29 58%
Neither satisfy / nor
3 dissatisfy 3 6%
4 Dissatisfy 5 1%
Total 50 100%

Figure No 4.7
35

30 29

25

20

15 13

10

5
5 3

0
Highly satisfy Satisfy Neither satisfy / nor Dissatisfy
dissatisfy

The above table and figure shows that the customer satisfaction of food
quantity given by hotel. 13 respondents are highly satisfied with the quantity given by
hotel. 29 respondents are satisfied with the quantity given by hotel. 3 respondents are
neither satisfied / nor dissatisfied with the quantity given by hotel. 5 respondents are
dissatisfied with the quantity given by hotel.
 Table No 4.8 How would rate the cleanliness at hotel?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 12 24%
2 Good 29 58%
3 Average 7 14%
4 Poor 2 4%
Total 50 100%

Figure No 4.8
35

30 29

25

20

15
12

10
7

5
2

0
Excellent Good Average Poor

The above table and figure shows the cleanliness at hotel. 12 respondents said
that the cleanliness at hotel is excellent. 29 respondents said that the cleanliness at
hotel is good. 7 respondents said that the cleanliness at hotel is average. 2 respondents
said that the cleanliness at hotel is poor.
 Table No 4.9 How were you aware about hotel Aairawati?
Respondent Percentag
Sr. No Option s e
News
1 paper 4 8%
Pamphlet
2 s 7 14%
Radio or
3 TV 2 4%
4 Friends 37 74%
Total 50 100%

Figure No 4.9
40
37
35

30

25

20

15

10
7
5 4
2
0
News paper Pamphlets Radio or TV Friends

The above table and figure shows awareness about the hotel. 4 respondents
came to know by newspaper. 7 respondents came to know by pamphlets. 2
respondents came to know by radio or TV. 37 respondents came to know by friends.
 Table No 4.10 How would you rate the basic infrastructure at hotel?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 6 12%
2 Good 16 32%
3 Average 26 52%
4 Poor 2 4%
Total 50 100%

Figure No 4.10
30

26
25

20

16
15

10

6
5
2

0
Excellent Good Average Poor

The above table and figure shows the basic infrastructure at hotel. 6
respondents said that the infrastructure at hotel is excellent. 16 respondents said that
the infrastructure at hotel is good. 26 respondents said that the infrastructure at hotel
is average. 2 respondents said that the infrastructure at hotel is poor.
 Table No 4.11 Do you feel comfortable at hotel?
Optio Respondent Percentag
Sr. No n s e
1 Yes 44 88%
2 No 6 12%
Total 50 100%

Figure No 4.11
50

45 44

40

35

30

25

20

15

10
6
5

0
Yes No

Above table shows the comfortableness at hotel. 44 respondents feel

comfortable at hotel. Remaining 6 respondents doesn’t feel comfortable at hotel.
 Table No 4.12 How would you rate the waiter’s service at restaurant?
Respondent Percentag
Sr. No Option s e
Excellen
1 t 12 24%
2 Good 26 52%
3 Average 8 16%
4 Poor 4 8%
Total 50 100%

Figure No 4.12
60%

52%
50%

40%

30%
24%

20%
16%

10% 8%

0%
Excellent Good Average Poor

The above table and figure shows the waiters service at hotel. 11 respondents said
that the waiter’s service at hotel is excellent. 26 respondents said that the waiter’s
service at hotel is good. 11 respondents said that the waiter’s service at hotel is
average. 4 respondents said that the waiter’s service at hotel is poor.
 Table No 4.13 What kind of service is provided by restaurant for time pass at
waiting room?
Respondent Percentag
Sr. No Option s e
Televisio
1 n 4 8%
News
2 paper 10 20%
Music
3 system 26 52%
4 Other 10 20%
Total 50 100%

Figure No 4.13
30

26
25

20

15

10 10
10

5 4

0
Television News paper Music system Other

The above table and figure shows the service provided by the hotel for time
pass at waiting room. 4 respondents said that television facility is provided for time
pass at waiting room. 10 respondents said that newspaper facility is provided for time
pass at waiting room. 26 respondents said that other facility is provided for time pass
at waiting room.
 Table No 4.14 What is your opinion of customer complaints handled at hotel?
Respondent Percentag
Sr. No Option s e
1 Very good 11 22%
2 Good 24 48%
Neither good / nor
3 bad 8 16%
4 Bad 7 14%
Total 50 100%

Figure No 4.14
30

25 24

20

15

11
10
8
7

0
Very good Good Neither good / nor bad Bad

The above table and figure shows the opinion of customer complaints handle
at hotel. 11 respondents said that complaints handled at hotel are very good. 24
respondents said that complaints handled at hotel are good. 8 respondents said that
complaints handled at hotel are neither good / nor bad. 7 respondents said that
complaints handled at hotel are bad.
15. How will you rate our service of hotel.

Sr. no Option No of respondents Percentage

1 Excellent 20 40%
2 Average 15 30%
3 Good 10 20%
4 Poor 5 10%

Graph No 4.15

45

40

35

30

25

20

15

10

0
Excellent Average Good poor
16. Did you hotel staff respond quickly.

Sr. no Option No of respondents Percentage

1 Yes 45 90%
2 No 5 10%

Graph No 4.16

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Yes No
17. Why did you choose this hotel.

Sr. no Option No of respondents Percentage

1 Food Quality 25 50%
2 Services 15 30%
3 Cleanliness 10 20%

Graph No 4.17

60

50

40

30

20

10

0
Food Quality Services Cleanliness
19 Did you eat at the hotel

Sr. no Option No of respondents Percentage

1 Yes 35 70%
2 No 15 30%

Graph No 4.19

Chart Title
80

70

60

50

40

30

20

10

0
Yes No

Series1
20. Was your room comfortable and clean.

Sr. no Option No of respondents Percentage

1 Excellent 25 50%
2 Average 10 20%
3 Good 10 20%
4 Poor 5 10%

Graph No 4 20

Chart Title
60

50

40

30

20

10

0
Excellent Average Good poor

Series1
21.How likely are you to recommend this.

Sr. no Option No of respondents Percentage

1 Yes 45 90%
2 No 5 10%

Graph No 4 21

Chart Title
100
90
80
70
60
50
40
30
20
10
0
Yes No

Series1
22.Which is your favorite dies.

Sr. no Option No of respondents Percentage

1 Akha masur 15 30%
2 Kaju kari 15 30%
3 Aairawat special 20 40%

Graph No 4.22

Chart Title
45

40

35

30

25

20

15

10

0
Akha masur Kaju kari Aairawat special

Series1
23. They provide Home delivery Facility.

Sr. no Option No of respondents Percentage

1 Yes 40 80%
2 No 10 20%

Graph No 4.23

Chart Title
90

80

70

60

50

40

30

20

10

0
Yes No

Series1
24.How did you rate the basic infrastructure.

Sr. no Option No of respondents Percentage

1 Excellent 15 30%
2 Average 15 30%
3 Good 10 20%
4 Poor 10 20%

Graph No 4.24

Chart Title
35

30

25

20

15

10

0
Excellent Average Good poor

Series1
25. Do you recommend other people our hotel.

Sr. no Option No of respondents Percentage

1 Yes 40 80%
2 No 10 20%

Graph No 4.25

Chart Title
90

80

70

60

50

40

30

20

10

0
Yes No

Series1
26. Are you satisfied customer of hotel.

Sr. no Option No of respondents Percentage

1 Yes 45 90%
2 No 5 10%

Graph No 4.26

Chart Title
100
90
80
70
60
50
40
30
20
10
0
Yes No

Series1
 CHAPTER V
FINDINGS & OBSERVATION
1) It has been found that more no of customers have visited occasionally to Hotel
Aairawati.

2) It has been found that most of the customers are aware about Hotel Aairawati from
their Friends.

3) It has been found that more customers are Happy with the location of hotel
Aairawati.

4) It has been found that most of the customers have rated Good and Excellent about
staff friendliness at Hotel Aairawati.

5) It has been found that most of the customers are happy with the service given at
Hotel Aairawati. .

6) It has been found that more customers are satisfied with Quality and Quantity food
at Hotel Aairawati.

7) It has been found that most of the customers are comfortable at Hotel Aairawati.

8) It has been found that more customers are rated excellent to Cleanliness at Hotel
Aairawati.

9) It has been found that more customers are rated average to Basic Infrastructure at
Hotel Aairawati.
 CHAPTER VI
SUGGESTION AND CONCLUSION
SUGGESTIONS
 I would like to suggest that they should give advertisement in local newspapers so
they can attract more potential customers.
 I would like to suggest that restaurant shall improve its parking facility.
 I would like to suggest that in waiting rooms they should provide new
entertainment facilities like game zone for children.
 I would like to suggest that they should try to improve the little bit in Quantity .
 I would like to suggest that restaurant should provide quick service to customers
to improve customer satisfaction
 I would like to suggest that the hotel should increase their basic infrastructure for
standard of the hotel
 I would like to suggest that overall Quality service of the hotel is good. They
should work little bit more to become Excellent.
CONCLUSION
The constant transformation has made the Indian hotel industry more
functional and practical and has gained a level of acceptance world over. The
standards of facilities and services offered have evolved over the last decade towards
the extensive use of technology, environment friendly services, pricing, market
segmentation, regional preferences, etc. The Indian hotel industry has seen a
significant growth in room inventory across categories from upscale luxury to limited
services and, boutique and budget hotels. The occupancy and the room rates have
seen continued gains both from the domestic and the international traveler in both the
business and leisure segment.

From the details collected through the study, the customers of Hotel Aairawati
are partially satisfied with quality of customer services of Hotel Aairawati. Hotel
Aairawati carried out marketing activities and the appropriate media for advertising to
attract all segments of the market or creating awareness of the different qualities
provided by Hotel Aairawati. As there is an availability of huge market potential to
the store from the areas selected for the study, the organization should concentrate in
implementing the suggestions given by the researcher to utilize the entire market
potential.
 BIBLIOGRAPHY
BOOKS:
1) Philip Kotler, Kevin Lane Keller: Marketing Management, 12th Edition.
Pp:- 408-11
2) Ibid, Pp:-146-48,
3) Ibid, Pp: - 319
4) Philip Kotler, Kevin Lane Keller Abraham Koshy, Mithileshwar Jha.:
Marketing Management, A south Asian Perspective 13th
Edition. Pp:-19-26
5) Ibid, Pp134-45.
6) S.A. Sherlekar: Marketing Management, 13th revised Edition. Pp:-526-29
7) Ibid, Pp:-519-20

INTERNET:
www.prenhall.com/ kotler
www.pearsoned.co.in/philipkotler
 APPENDIX

QUESTIONNAIRES
1. Personal Details
b. Name : ……………………………………..
c. Address : ……………………………………...
d. Age : ……………………………………...
e. Marital status : ……………………………………...
1. On which basis you visit to the hotel?
a) Daily
b) Weekly
c) Monthly
d) Occasionally
2. Are you happy with the location of the hotel?
a) Very happy
b) Happy
c) Neither / Nor
d) Unhappy
3. How would you rate to parking facility of hotel?
a) Excellent
b) Good
c) Average
d) Poor
4. How would you rate staff friendliness with customer?
a) Excellent
b) Good
c) Average
d) Poor
5. How would you rate the customer service given by hotel?
a) Excellent
b) Good
c) Average
d) Poor
6. Are you satisfied with quality of food at hotel Aairawati?
a) Highly satisfy
b) Satisfy
c) Neither / Nor
d) Dissatisfy

7. Are you satisfied with quantity of food at hotel Aairawati?

 a) Highly satisfy
b) Satisfy
c) Neither / Nor
d) Dissatisfy
8. How would rate the cleanliness at hotel?
a) Excellent
b) Good
c) Average
d) Poor
9. How were you aware about hotel Aairawati?
a) News paper
b) Pamphlets
c) Radio or TV
d) Friends
10. How would you rate the basic infrastructure at hotel?
a) Excellent
b) Good
c) Average
d) Poor
11. Do you feel comfortable at hotel?
a) Yes
b) No
12. How would you rate the waiter’s service at restaurant?
a) Excellent
b) Good
c) Average
d) Poor
13. What kind of service is provided by restaurant for time pass at waiting room?
a) Television
b) News paper
c) Music system
d) Other
14. What is your opinion of customer complaints handled at hotel?
a) Very good
b) Good
c) Neither / Nor
d) Bad
15. How would you rate the overall services at hotel?
a) Excellent
b) Good
c) Average
d) Bad