analyzing problems in landmark fort hotel through customer feedback survey

8/12/2019 Analyzing Problems in Landmark Fort Hotel Through Customer Feedback Survey

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ANALYZING PROBLEMS IN LANDMARKFORT HOTEL THROUGH CUSTOMER

FEEDBACK SURVEY

Project Submitted to theMumbai University

In partial fulfillment of the requirements for the award ofthe 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 ManagementStudies, Neral (w)-410 101


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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


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Date:-30th June 2013

CertificateTO WHOMSOEVER IT MAY CONCERN

This is to certify that Dipti. D. Shirke has been working in our Firm from 1 st of May 2013 to 30 th of June 2013 and during this period wefound her hardworking & sincere.

We wish her best of luck for her future endeavors.

\


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DILKAP RESEARCH CENTER AND INSTITUTE OFMANAGEMENT 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


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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


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INDEX

No. TOPIC Page No.1. INTRODUCTION OF STUDY2. HOTEL PROFILE3. THEORATICAL BACKGROUND4. INTRODUCTION OF HOTEL INDUSTRY5. INTRODUCTION OF LANDMARK FORT

HOTEL5.1 OVERVIEW OF HOTEL5.2 DESIGN OF HOTEL5.3 PACKAGE OF ROOMS5.4 COMPLIMENTRY PRODUCTS PART OF

ADVANTAGE OF HOTELS6. CUSTOMER SURVEY7. TAKING FEEDBACK SURVEY OF

CUSTOMER REGARDING OF MAJORINGSATISFACTORY LEVEL OF CUSTOMER

8. RESEARCH DESIGN9. DATA ANALYSIS10. CONCLUSION11. RECOMMENDATION12. BIBILOGRAPHY13. APPENDIES


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CHAPTER 1 INTRODUCTION OF STUDY

1.1 OBJECTIVES1.2 NEED OF STUDY1.3 SCOPE OF STUDY1.4 LIMITATIONS


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INTRODUCTION

1.1 OBJECTIVE

This project aims a taking feedback survey of Landmark Fort Hotel because Serviceindustry is very important to analyze the customer feedback about their services. Ifcustomer 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 urbanarea and we have very high competition if hotels is not provided good quality servicethen 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 verylarge network which covers over India directly and its services are available in overthe country, nearly 80% of all customer using one time hotel service.


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1.4 LIMITATIONS

Carrying the survey was a general learning experience for me but I also faced someproblems, which are listed here:

In research sample size is a large so we cannot survey the whole customer itneed such a large amount of resources in term of money and physicalresources 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. Sothat time customer is hurries for their work this also become difficulties createfor me.

In spite of all limitations care has been taken to provide the best possibledata.

The study was carried out in C.S.T only hence most.


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CHAPTER 2- HOTEL PROFILE

2.1 HOTEL PROFILE2.2 COMPETITOR OF LANDMARK FORT HOTEL2.3 LANDMARK FORT FACILITIES2.4 ROOM TARIFF2.5 ADVANTAGES OF LANDMARK FORT HOTEL


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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 andentertainment district, our luxurious properties provide spacious comfort and modernamenities. Conveniently located just 22 km from the International airport and at awalk from Mumbais major railway stations, we provide excellent value for thebusiness as well as the leisure traveler.

Hotel Landmark fort is known for its comfort and affordable hotel rooms and commonareas, friendly reservation counter staff, and service and staff that focus on everydetail of your stay at Hotel Landmark Fort.

Hotel Landmark fort is a good value for money, budget hotel in Mumbai, India. HotelLandmark fort offers the luxury and budget traveler and his/her family a convenientand friendly accommodation. Hotel Landmark fort is within the easy reach of thenearest airport and CST railway station, its major attractions.

This hotel is well-suited for families on a small budget, or business travelers lookingfor the cheap and best hotels. This budget hotel is conveniently positioned at thebusy business hub of Mumbai. Guests are offered room service that caters deliciousfood from its in-house kitchen. All travel arrangements are also organized by thereception 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 shallensure your stay with us is a memorable one. With the beauty, warmth and characterof our properties never have hotels felt more like home.


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2.2 COMPETITOR OF LANDMARK FORT HOTEL

Some of the major Indian Hotel industries are finally seeing some actions on theexpansion of their hotel network.

Ibis Mumbai Airport and Hotel Bawa International have rolled out massive expansionplans.

The current status of competitor lists are-

Sr no. Hotel Name Proposed Expansion to1. Hotels New Bengal 24 hour coffee provided2. Hotel Sapna Marine Swimming pool3. Empire Royale Gymnasium and Wi-Fi internet

connection4. Hotel New Vasantashram Intercom facility

The hotels hope that besides satisfying their own communication needs they wouldalso be able to cater to overseas hotel industry such as Taj Hotels who provideluxuries services of customers.

However the other hotels also provide luxuries service with cheap rate. Because ofsame value service create more competition among the hotel Industry.


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2.3 LANDMARK FORT FACILITIES

Deluxe Rooms:-

Executive Rooms:-


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Club Rooms:-

Superior Room:-


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Restaurant:-

Providing following facilities also:-

Refrigerators Colour TVs In House Room Service Complimentary Breakfast Late Check out on request All major Credit Cards accepted


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2.4 ROOM TARIFF

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

Check Out Time 12 NOON

10% Mah. Luxury Tax Applicable6.18% 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 noticePlease note Reservations with check in prior to 0600 hrs. are held fromprevious dayGuaranteed reservations may be cancelled up to 24 hours prior to arrival. Aretention charge is leviable on all No shows who do not check in on the day ofthe

Any additional statutory taxes shall be payable as applicable should yourequire any information please feel free to contact us at any point of time forour assistance.


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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


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CHAPTER 3- HOTEL INDUSTRY

3.1 OVERVIEW OF HOTEL INDUSTRY3.2 OBJECTIVE OF HOTEL INDUSTRY3.3 SCOPE OF HOTEL INDUSTRY3.4 GROWTH RATE OF HOTEL INDUSTRY IN INDIA


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3.1 OVERVIEW OF HOTEL INDUSTRY

Hospitality industry comprising a hotel & catering Industries is one of the fastestgrowing industries in the world. In the global contest to the sector has witnessedbooming growth in the past decades or two specially after the opening of theeconomy. Besides India with its reach historical past & varied geographical locationslike 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 aspaying dividends & there has been a definite increase in the volume of theinternational tourists visiting the country. More encouraging has been the steadygrowth 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 haveaugured well for the hotel industry which has grown tremendously both in terms ofcapacity & service.

Hotel caters to different categories of client & therefore the industry offers servicesvarying from the super deluxe category to budget category. The hotel industryincludes leisure & travel industries as well as food & catering business. The industryis still evolving in our country & has a huge employment potential. In fact, supply oftrained 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, GeneralManagers, 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 thestudent benefitted. With such fresh systems in practice, we are committed to addvalue to the fact that we are one of the best centres of education & we are pleased toguide example.


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3.2 OBJECTIVE OF HOTEL INDUSTRY

Customer ServiceExcellent service is one of the hospitality industry's primary objectives. Hotel visitorsrely on hospitality staff for many of their travel needs. Hotel staff comes through in apinch when a traveler forgets to pack his toothbrush or seeks a recommendation fora local hotel. Similarly, diners often ask restaurant wait staff to recommend aparticular meal or to accommodate a dietary restriction. Hospitality providers oftenmeasure performance rates of their customer objectives by surveying theircustomers. They encourage customers to visit a survey website, and often provideincentives, such as discount coupons, for customers who complete online surveys.

Product Quality

Customers love good service, but the hospitality industry must also provide qualityproducts to satisfy customers. Goals based on this important objective vary fromrestaurant to restaurant and from hotel to hotel. Patrons of a restaurant demandfresh, delicious food. Customers also desire consistency. They want a cheeseburgerfrom a fast food chain to taste the same in San Francisco as it does in theirhometown. Hotel guests look for quiet, clean and comfortable rooms where they canget a good night's sleep and spotless, spa-like bathrooms.

Volume Another primary objective of the hospitality industry is customer volume. A restaurantowner 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 staffmay have to throw away perishable food items at the end of a shift. In the hotelbusiness, 100 percent room occupancy is a primary objective. If you see a "novacancy" sign at a hotel, motel or resort, management has achieved its volume goalfor that day.

RatingsPublicly available ratings can reflect the success of a hospitality-based company inmeeting its performance objectives. There are well-known trade-specific ratingguides in both the restaurant and hotel industries, and managers strive forrecognition in them. Establishments seek coveted mentions on the "best of" listslocal newspapers and weekly magazines publish. A positive reputation on Internettravel and restaurant review sites is as important as it is on the high-profile ratingsystems, because Internet reviews are accessible to the entire world, and reviewscan remain online for years.


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3.3 SCOPE OF HOTEL INDUSTRY

The scope of the hospitality industry refers to the range of businesses that provideservices and facilities. The hospitality economy is one of the countrys key industrieswith huge growth prospects in jobs. In employment terms, restaurant are easily thelargest sector, closely followed by a pubs, bars and club with the hotel sectorgrowing more slowly, and the contract food service sector holding steady .

ECONOMIC PERFORMANCEthe restaurant industry produces the most income which is not as profitable as otherindustries

* 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 otherindustries when staff and other fixed costs are taken into consideration ,47.53contributed for each hour worked.121.44 per hour in gambling industry and themost 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 andwales.the hospitality industry highlight the lattes figures, 3.2 3.1 percent is theoverall proportion in this nation.In 2009 2010 the number of businesses increased to 3% which contributed toeconomic contribution in all industries while travel service decreased to 8% .eventsis 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 theworkforce.43% for hotels ,holiday park, catering accommodation and a huge growthfor 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.


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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 mobilitystrategy, guide and support them to benefits into higher skilled and managementroles. there are 106,300 people to replace both those who are leaving and to fill anew job.

Hospitality industries grow larger to the sector that has 89% of workforce. 43 % ofself catering accommodation, holiday parks and hotels. Restaurant has increased by29%.

Nearly half of the s ectors workforce is part -time much higher that 28% across theeconomy as a whole and are in pub, bars and nightclubs 58% fewer are in travelservices 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 wholeeconomy.58% of workforce is female while there is 42% of workforce of male and44% 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 migrantworks.64% are from outside the European economic area.13% were born inBangladesh and 13% in India.

Hospitality hospitality refers to the act of generously providing care and kindness towhomever is in need. The term HOSPITALITYhas been accepted over the years asa generic word, which describes the well being of services and facilities related totourist 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.


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3.4 GROWTH RATE OF HOTEL INDUSTRY IN INDIA

Introduction

The Indian tourism and hospitality industry has emerged as one of the key industriesdriving growth of the services sector in India. Tourism in India has registeredsignificant growth in the recent years and the country has tremendous potential tobecome a major global tourist destination.

Indian tourism industry is thriving due to an increase in foreign tourist arrivals andgreater number of Indians travelling to domestic destinations than before. In the pastfew years the real growth has come from within the domestic sector as around 30million Indians travel within the country in a year. Strong growth in per capita income,rising young population coupled with changing lifestyles are leading to greaterexpenditure on leisure services.

Hotels are an important component of the tourism product. They contribute in theoverall tourism experience through the standards of facilities and services offered bythem. The fortunes of the hospitality industry have always been linked to theprospects of the tourism industry and tourism is the foremost demand driver of theindustry.

Travel & tourisms contribution to capital investment is projected to grow at 6.5 percent per annum during 2013-2023, above the global average of five per cent. Thetourism policy of Government of India aims at speedy implementation of tourismprojects, development of integrated tourism circuits, special capacity building in the

hospitality sector and new marketing strategies

Market SizeThe total market size of Indian tourism and hospitality sector stood at US$ 117.7billion and is expected to touch US$ 418.9 billion by 2022.

The foreign direct investment (FDI) inflows in hotel and tourism sector during April2000 to July 2013 stood at US$ 6,754.49 million, as per the data released byDepartment of Industrial Policy and Promotion (DIPP).

Foreign tourist arrivals (FTA) during the Month of August 2013 stood at 4.74 lakh ascompared to FTAs of 4.46 lakh during August 2012, registering a growth of 6.4 percent.

Foreign exchange earnings (FEE) during the month of August 2013 were US$1.294billion as compared to FEEs of US$1.306 billion during August 2012 and US$ 1.264billion in August 2011.

The number of tourists availing of the tourist Visa on Arrival (VOA) Scheme duringJanuary to August, 2013 has recorded a growth of 29.4 percent. During the period, atotal number of 12,176 VOAs have been issued as compared to 9,412 VOAs duringthe corresponding period of 2012.


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Major developments and Investments

India is expected to receive nearly half a million medical tourists by 2015, implyingan annual growth of 30 per cent. The country has received 43.06 lakh foreign touristsduring the period January-August 2013. India is perceived as one of the fastestgrowing medical tourism destination. The number of medical tourists coming to Indiahas registered a growth of 40 per cent in the past six months. The inflow of medicaltourists 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 firsthotel in the city under the Gateway Hotels & Resorts brand.

Marriott International has launched its business hotel brand Courtyard by Marriott atthe industrial and auto hub of Chakan near Pune in Maharashtra.

ITC Hotels has tied up with Bahrain-based India-born billionaire Mr. Ravi Pillai tomanage five of its hotels under the Welcome Hotel and Fortune brands in India andDubai.


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CHAPTER 4- CUSTOMER SURVEY IN LANDMARKHOTEL

4.1 CUSTOMER SURVEY4.2 SYNOPSIS REPORT


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CUSTOMER SURVEY IN LANDMARK HOTEL

4.1 CUSTOMER SURVEY

Questionnaire: -1. Are you satisfied our hotel services?

a. Yesb. No

2. If yes, which type of service you like most?a. Staff co-ordinationb. Transport Service

c. Food Facilityd. Cleaning

3. How satisfied are you using this service?a. Very satisfiedb. Satisfiedc. Somewhat satisfiedd. Not satisfied at all

4. Do you feel that you are timely and correctly informed about any changes?a. Alwaysb. Oftenc. Sometimesd. Rarely

5. Is there is quick respond to your problems or doubts?a. Alwaysb. Oftenc. Sometimes

d. Rarely6. How would you like to rate this service?

a. Excellentb. Goodc. Averaged. Bad

7. Would you like to give any suggestions for improvements?

8. Would you recommend this service to a friend or relative?


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4.2 SYNOPSIS REPORT

SYNOPSIS REPORT

To: Mr. Hitesh MulchandaniFrom: Ms. Dipti ShirkeSubject: Report on Customer Suggestion Questionnaire

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

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

RECOMMENDATIONSI suggest that Improve services for increasing satisfaction level of customers.


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CHAPTER 5- FEEDBACK SURVEY IN LANDMARK HOTEL

5.1 FEEDBACK SURVEY5.2 SYNOPSIS REPORT


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FEEDBACK SURVEY IN LANDMARK HOTEL

5.1 FEEDBACK SURVEY

Your suggestions could make us serve you betterPlease spare a moment

Kindly rate us on the following areas, on a scale between 1 to 5, 1 being the lowestand 5 the highest

FRONT OFFICE RATING

1. Efficiency of the Staff2. Cooperation from Staff3. Bell boys4. Ambience5. Overall

Scope for improvement - _________________________________________________________ _________________________________________________________

ROOMS RATING1. Bedding and Bed Linen2. Bath Linen and Toiletriesprovided3. Ambience4. Television5. Air conditioning6. Refrigerator7. Hot water8. Wi - Fi9. Overall



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ROOM SERVICE RATING1. Efficiency2. Food Quality3. Food Quantity

4. Pricing5. Overall


BREAKFAST RATING1. Menu selection available daily2. Food Quality

3. Efficiency of Waiters4. Cooperation of Staff5. Ambience6. Overall


General Suggestions, if any

_________________________________________________________ _________________________________________________________

GuestNameEmail IdRoom 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


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5.2 SYNOPSIS REPORT

SYNOPSIS REPORT

To: Mr. Hitesh MulchandaniFrom: Ms. Dipti ShirkeSubject: Report on Customer Suggestion Questionnaire

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

RESULTS OF QUESTIONNAIRE After taking suggestion from customer I find out the result. From 25 customers20customers are suggest me to provide Wi-Fi should be free and from 20 customers15customers prefer for the food variety in regular breakfast menu.

RECOMMENDATIONSI suggest that Wi-Fi should be included in the packages only so that customer wouldfeel to be free and food variety should be included in the regular breakfast menu.


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CHAPTER 6- RESEARCH DESIGN

6.1 MEANING OF RESEARCH6.2 RESEARCH METHODOLOGY

Primary Data Secondary Data

6.3 SAMPLING PLAN Sampling Area Sample Size Research Approach Quantitative Research

Tools of Analysis


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RESEARCH DESIGN

A research design is the specification of methods and procedure for acquiringinformation needed. It is the overall operational pattern of the framework of the

research that stipulates what information to be collected from which source by whatprocedure. 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 alsodefine research as a scientific and systematic search for pertinent information on aspecific topic. In fact, research is an art of scientific investigation. The AdvancedLearners Dictionary of Current English lays down the me aning of research as acareful investigation or inquiry especially through search for new facts in any branchof knowledge.Redman and More define research as a systematized effort to gain new knowledgesome people consider research as a movement, a movement from the known to theunknown. It is actually a voyage of discovery. We all possess the vital instinct ofinquisitiveness for, when the unknown confronts us, we wonder and ourinquisitiveness makes us probe and attain full and fuller understanding of theunknown. This inquisitiveness is the mother of all knowledge and the method, whichman employs for obtaining the knowledge of whatever the unknown, can be termedas research.

6.2 RESEARCH METHODOLOGY Primary Data

Primary data is collected through observation or through direct communication ordoing 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, areinclude the customer views, queries, the survey of the customer satisfaction andcustomer 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 topicand based on a direct meeting between interviewer and interviewee. By personalcommunication it is possible not only to obtain much more information, but also touse visual materials (cards, pictures, packages, logos, etc.) to encourage response.

A face-to-face interview does not bore a respondent and ensures full and accuratedata. The choice of optimal interviewing method depends on research objectives andis agreed upon with each Client.


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Interviewers ask people on the street or on their doorstep a series ofquestions.

Secondary Data

Secondary data refers to existing primary data that was collected by someone elseor for a purpose other than the current one. It means already available throughbooks, 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 thewhole customers in hotels.

Research Approach

Definition of quantitative versus qualitative research explains the researchersapproach to the study, when conducting research there is two different methods

that can be used qualitative and quantitative , these methods refer to the way theresearcher treat and analysis the collected data.

Quantitative Research

The quantitative research is based on numerical data which are analyses andpresented in figures, quantitative research is more structured than qualitative, andhere I am using quantitative research approach for my research project.

Tools of Analysis

For the proper analysis of data, quantitative technique such as percentage methodwas used in addition Microsoft Excel was also used for preparing charts, graph andtable.


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CHAPTER 7- DATA ANALYSIS


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DATA ANALYSIS AND INTERPRETATION

1.FRONT OFFICE RATING

1. Efficiency of the Staff 42. Cooperation from Staff 33. Bell boys 24. Ambience 55. Overall 3

INTERPRETATION

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

Rating

1. Efficiency of the Staff

2. Cooperation from Staff

3. Bell boys

4. Ambience

5. Overall


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2.

ROOMS RATING

1. Bedding and Bed Linen 52. Bath Linen and Toiletriesprovided 33. Ambience 54. Television 25. Air conditioning 46. Refrigerator 37. Hot water 38. Wi - Fi 1

INTERPRETATION

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

0

1

2

3

4

5

6

Series 1

Column1

Column2


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3.

INTERPRETATION

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

RATING

1. Efficiency

2. Food Quality

3. Food Quantity

4. Pricing

5. Overall

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


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ConclusionsCable modems are hot at the moment; they offer the promise of more and betterInternet. Particularly for households, where Ethernet connections are generallyimpossible, cable modems open up a wide range of cyber-possibilities. On itsface, the interesting story here may seem to be the differences in use andsatisfaction that are related to cable modem adoption. (The conclusions stopshort of inferring any causal links since the research design does not permitthis.) However, of greater potential value is the lesson on measurement andresearch design. If this study had been done asking only a narrow set ofconsumption and satisfaction questions, many insights would have remainedhidden. This example is offered with the suggestion that future social scienceinquiries on Internet use include even finer, more discrete measurement ofvariables.


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Recommendations


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Bibliography


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Appendices

analyzing problems in landmark fort hotel through customer feedback survey

Documents