DECLARATION I the under signed Amit R. Dholaria student Rajkot, of R.P.

Bhalodia management in College of commerce, and computer, hereby

Studying

T.Y.B.B.A.

declare that the project work presented in this report is my own work and has been created by me under the supervision of our lecture of Advance marketing management of R.P.Bhalodia College, Rajkot, Saurashtra university. examination. This report has not been submitted to any other university for any

DATE:PLACE: - RAJKOT.

Signature of student

(AMIT R. DHOLARIA)

ACKNOWLEDGEMENT I feel great pleasure to present this research report before you. I am heartily thankful to all people who helped in research report. This is and helped me in research, necessary guidance information. I am very much thankful to manager Mr.
MANISHSIR SRIVATAVA, and employ of the

collecting

The Grand Regency. who have provided and sufficient guidance the and necessary I am information about unit which

incorporated in this report. I express my deepest sense of gratitude toward our college lecturer of Advance marketing management who has guided me in preparing research report. I am also thankful to our collage staff member and my classmates who have helped in collecting true and necessary information and provided

adequate and true guidance during preparing research report.

AMIT R. DHOLARIA

PREFACE It can never be possible to make in todays competitive business world only on the basis of theoretical knowledge. Practical study is very important for practical knowledge purpose. Education can built the power of knowledge but to win in the competitive world one must be practical. As a student of final year B.B. A. practically of Marketing, we are assigned to prepare a report on one of the topic of marketing for research. Gujarat gets good raking of developing state and every business firm want that the firm is no.1 position. And therefore they sale they product in every market, meet to people and inform about they product. So that every city have business hotel, and in Rajkot The Grand Regency is only one hotel for business meeting and provide all require facility in Rajkot. Rajkot is considered as a heart of Saurashtra. In this research report my topic is the customer satisfaction of hotel the grand regency

and I have conduct consumer survey of customer of the Grand Regency. I have tried to collect the information to the best of my ability within a period. I hope that this research report will satisfy the object requirement. AMIT R. DHOLARIA

Sr. no. Particular 1 General information 2 Research report 3 Introduction of research report 4 Defining the research objective 5 Development of research plan 6 Data analysis and interpretation 7 Response from the respondent 8 Overall analysis of research 9 Limitation of research 10 Recommendation & suggestion 11 Questionnaire 12 Bibliography

Pg. no. 6 20 21 22 24 29 48 49 50 51 52 55

Sr. no. 1 2 3 4 5 6 7 8 9 10 11 12

Particular
Introduction The Grand Regency At Glance Hotel Highlight Location Purpose Size of The Organization Form of The Organization Managing Group Hotel Facilities Services of Room Reservation Types of Room Tariff Services

Pg. no.

8 9 10 12 12 13 13 14 15 16 17 18

INTRODUCTION

Hotel THE GRAND REGENCY is one of the best hotels in RAJKOT. It is a high quality business hotel. It established on 16th June 2003 at Dhedar road, Near Mehta Petrol pump, Rajkot. Pioneer of this hotel is Mr. Pravinbhai Patel. This firm is a part of Pankaj Oil Ltd. This is one of the best oil companies in Gujarat. It oil brand name is Rani Oil. The Grand Regency, at Rajkot a landmark in the hospitality sector of Saurashtra offers much more then just accommodation. The hotel is First Class Full Service Business Hotel. The concept & feel of the hotel is to create an oasis of comfort and luxury in the hub of heightened commercial activity. The hotel with 48 well appointed rooms with ample seating including the splendid Gardenia Floor having a lush & rich garden with 19 rooms surrounding it, offers all the requirements of a Modern Business Traveller. The Grand Regency Hotel in Rajkot is a 3 Star Approved with 4 Star Facility Hotel in Rajkot.

THE GRAND REGENCY AT GLANCE

Incepted in 2003, Pankaj Oil Ltd is a professional and reputed

organization engaged in service of Rani Oil brand In India. The organization is reputed for its transparency, its corporate culture and its contribution to the nation and society. Dynamic young profession with zeal and commitment to customer satisfaction and a pragmatic approach to marketing manage the organization. Rajkot is well placed in the Saurashtra region of the Gujarat state in India. Rajkot, now a major industrial town, was once the capital of Gujarat. Rajkot the storehouse of Gujarati handlooms and handicrafts is famous all across India for their international standard quality. The Grand Regency Situated in the midst of prominent business & commercial area of Rajkot city. The Grand Regency is 5 Km. from the Airport & 3 Km. from the Railway Station. The Grand Regency Hotel in Rajkot is the ideal destination for Corporate Gatherings, Strategic Planning Sessions & Board Meetings. The accommodation options at The Grand Regency Hotel in Rajkot are a plenty to offer a wide choice to the tourists. The comforts and luxury at The Grand Regency Hotel in Rajkot make you feel at home even away from your home. The Grand Regency Hotel in Rajkot offers quality business services and facilities including a business center, executive lounge, health room & recreational room.

HOTEL HIGHLIGHT
Name of the Hotel T EG A DR G N Y H R N E E C Year of the Established
The hotel was established in 2 0 03 T eG n R g n y h ra d e e c at Rajkot as .

Location
The Grand Regency is situating at Rajkot. This company is spread out in 2000square ft lend with three floor.

ADDRESS
Dhebar Road, Near Mehta Petrol Pump, Rajkot 360 002.

TELEPHONE & FAX No. Tel.: (+91-281) 2240100-101, 3090374. Fax : 2240102. FORM OF ORGANIZATION
The form of organization is sole proprietor.

 SERVICES
Rooms Executive rooms, Elegance rooms, Gardenia rooms

and Suit rooms

Dhola Maru - multi-cuisine restaurant The Swagat Hall - Banquet/Conference to accommodate

150 persons.
Regent Room - party room for 300 persons Board Room - meeting for up to 25 persons.

WEBSITE
w w o lth g n re e c ra o o w .h te e ra d g n y jk t.c m

E-MAIL
info@hotelthegrandregencyrajkot.com.

BANKER
Bank of Baroda, Rajkot.

 LOCATION PURPOSE

One of expert in this field remarks, The location of plant should be field in such a manner that people interested in this success, can sell goods most profitability and can manufacture with least expenditure. The grand regency is situated at Dhebar Road, Near Mehta Petrol Pump, Rajkot. This company situated hears for some reasons are as follows. Midst of prominent business & commercial area of city Just 5 Km. from Airport Just 3Km. from railway station before hotel ,its own building of owner

SIZE OF ORGANIZATION

According to Indian company act, there three main types of industry

SMALL SCALE INDUSTRY MEDIUM SCALE INDUSTRY LARGE SCALE INDUSTRY

The Grand Regency has under the category of MEDIUM SCALE INDUSTRY.

 FORM OF ORGANIZATION

The main business form of organization is follows.

SOLE PROPRITOR CONCERN PARTNERSHIP FIRM JOINT STOCK COMPANY

The Grand Regency has under the category of SOLE PROPRITOR

CONCERN

MANAGING GROUP
Managing Director Executive Director Executive Director Manager

:- Mr. Pravinbhai Patel :- Mr. Summit Patel :- Ms. Poonamben S. Patel :- Mr. Manish Srivastava

 HOTEL FACILITIES

48 Elegant Rooms having Color TV with Satellite DHOLA MARU multi cuisine restaurant for delightful THE SWAGAT HALL Banquet/conference to REGENT ROOM -Party Room for 300 persons. BOARD ROOM Meeting room for up to 25 persons. 24 Hour Room Services Business Center with Secretarial Service. Executive Lounge. Recreational Room. Health Room. Safe Deposit Lockers. Money Changing Facility. Travel Counter. Laundry Services. Courtesy Airport Transfer. Doctor on Call Ample Parking with Valet Services. All major Credit Card Accepted.

Transmission, Direct Dial STD/ISD facility. dining experience. accommodate 150 persons.

 Services of the Room reservation The action of helping someone working for someone, system supplying a public need & ready to assist someone when required The Grand Regency is perfectly suitable with this meaning because it helps public by providing its facilities, by gibing its facilities, by satisfying public needs and also ready to assist them whenever required.

ADVANCE BOOKING
By

: - Through Direct Contact, By E-Mail,

Telephone Contact, By Indirect contact

PRESENT BOOKING
Telephone

: -Through Direct Contact, By

SWAGAT HALL BOOKING : - Direct Contact REGENT ROOM BOOKING : - Direct Contact BOARD ROOM BOOKING : - Through Direct Contact,
By Telephone, By E-Mail.

 Types of rooms In every hotel, there many types of room some of it is small, large, and luxuries. This room have different name with different facility. The total number of room is 48. These rooms have many facilities i.e. color T.V. with satellite transmission, direct STD/ISD facility.

Executive room : -It is compact room with the require facility

Elegance room : -It is large than the executive room but small than suit room with all facility

Gardenia room : - The splendid lush and green Gardenia Floor with 19 rooms offer an ambience to smoothen Traveller. the nerves Weary Business

Suit room facility.

: - suit room is luxuries room with luxuries

 TARIFF
Room Type Executive room Elegance Room Gardenia Room Suit Room Extra Bad / Person Single 1550 1700 2000 3500 500 Double 1950 2000 2500 3500

TERM AND CONDITION

All rooms are subject to 15% Luxury Tax. Sales Tex on Food & Beverage will be applied as Any Charges in Tax structure will be levied as All rates are subject to change without prior notice. Check out time 12:00 noon. In the absence of arrival detail, reservation will be

applicable. applicable.

deemed as guaranteed up to 1500 Hours only

 SERVICES A service is the most important part and major key for the success of any unit. Without a service, marketing cannot be imagined. Service is one tool in the hands of the marketing through which it gives life to all marketing program. So, the main responsibility of the marketing would be to know its service well and to take proper service decision.

The Grand Regency is perfectly suitable with this meaning because it helps public by providing its facilities, by gibing its facilities, by satisfying public needs and also ready to assist them whenever required.

BIRTHDAY PARTY: If some one wants celebrate Birthday in The Grand Regency, they are providing big hall for party and arrange the event. They provided music to the party, and also arrange for colddrink and food to the members of party so; person can get both entertainment and food.

MARRIGE PARTY:Some one wants to arrange a marriage party. They handle the event; they provide food & other services and also provide music and other facilities.

DANCE PARTY:If the festival of Birthday party and Christmas, they provide all the types of entertainment to the all

customers. Service like music, dance floor other many types of services to celebrate festival.

MEETING & CONFERENCE HALL:

They are providing business hall for meeting & conference. If any person wants to arrange business meeting they allow them.

By this way, The Grand Regency hotel provides various services to their customers. They try to provide all the types of services to the customer so customers dont feel trouble himself. They think that BEST QUALITY SERVICES provided to customer is their responsibilities.

 Introduction of research report

A company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, bus more as the company introduces new product and upgrade existing products, talk favorable about the company and its product, pays less attention to competing brands and is less sensitive to price. Offer product or services are routing. In addition to tracking customer value expectations and satisfaction, companies need to monitor their competitors performance in these areas. For customer-centered companies, customer satisfaction is both a goal and a marketing tool. Companies need to be especially concerned today with their customer satisfaction level. Companies that to do achieve high customer satisfaction rating make sure their target market know it.

Defining the Research Objective

I have various types of research topic on The Grand Regency and related with it. These topics are following.

Customer Behavior toward Three star and five star Hotel Taking foods in hotel rather than restaurant Consumer satisfaction of hotel The Grand Regency Today people move to luxurious hotel rather than simple hotel.

I want in research particular hotel The Grand Regency. Therefore, I chose consumer satisfaction on The Grand Regency. The research topic should be cover all point of the hotel and my topic covers all the services of the hotel.

Why this topic?

Get customer satisfaction to the hotel. Foods preferred by customer Customer accommodated in the hotel. Satisfaction in other facilities provided by the hotel

Development of the research plan

Research design:There are three major kind of research design who provides the frame work to use as a guide in collecting and analyzing date. But it is not necessary that a particular research design is always best. Experience with different research design will generally provide the research with the capability to match a research problem with an appropriate design. We can classify research designs into following three kinds:

Exploratory research Descriptive research Causal research

My research based on the Descriptive research. This Survey research and in that learn about peoples knowledge, belief, preference and satisfaction, and to measure these magnitudes in the general population.

Population: This is not the entire population of given geographical area, but the predefined set of potential respondents (element) in a geographical area.

Population of my research is that all consumer who take

foods and accommodate in the hotel.

Data collection:Data collection is one of most important factor of the research report. Data can be collected through various methods. Two basic methods are primary data and secondary data. Primary data is the information obtains from the origin sources of research. It is first time collected by the researcher through face to face interview, survey, focus group research, observation etc. Secondary data includes data collection from publish literature, printed material, govt. publication, all advertising media like news paper, magazines, trade journals etc. In my research report base on Primary data

Data instrumental:The marketing researchers have a choice of three main research instruments in collecting primary data

Questionnaires Qualitative measure Mechanical device

My data collection of research is base on the Questionnaires.

Sample size:Large sample give more reliable result than small samples. However, it is not necessary to sample the entire target population or even a substantial portion to achieve reliable result. In my research I take 50 samples from the population.

Sample techniques:To obtain a representative sample of the population is most important because it is represent the whole populations result. Sample can get by two techniques i.e. probability and non probability.

Probability sampling techniques:These are techniques where each sampling unit has a know probability of being include in the sample. The probability of inclusion need not be equal for every sampling unit. In some method, it is equal, and in some other, it is unequal. But it should be a know probability, for it to be classified as probability sampling method. Simple random sampling Stratified random sampling Cluster sampling Systematic sampling Multi stage or combination sampling

Non- Probability sampling techniques

The non probability sampling is also known as non random sampling. It does not give chance to each element of universal to get selected as the sample. In this method the selection of the sample involves human judgment rather than luck of chance. The various types of non probability sampling,

Convenience sample Judgment sample Quota sample

In my research report I go with cluster sampling of probability sampling because every day many people visiting hotel and my pupation of research in them so at fix time and in this hotel I found my sample and collect them for research.

Contact method:The marketing research must decide hoe the subject should be contact. There are four way to contact to respondents i.e. mail, Telephone, Personal and online interview. I choose Personal Interview to meet respondent for the research.

 What is your occupation?

Profession Services Business Student Housewife

Purpose:To know which occupation people will more use the hotel and also know about his or her occupation.

Finding:Occupation
Finding

Profession
8 16
50 45 40 35 30 25 20 15 10 5 0

Services
12 24

Busi.
23 46

Student
3 6

Housewife
4 8

Total
50 100

46

Percentage

24 16 6
Prof. Service Business Student

8
Housewife

Motive

Analysis:As per finding result, most of the customer is business. They have own business or small entrepreneur. Nearly half of the customers are this people. After that service persons will part of the total customer. This people are representatives of any company or employee of the company. And remaining customers are student and housewife. This people will come occasionally.

 What is your monthly income? 5000 to 7000 7000to 10000 10000 to 15000 15000 and above

Purpose:To know the income level of the customer because of it directly affected to the customer life style

Finding:Income Finding % 5000-7000 700010000

9 18 13 26

1000015000
17 34

15000 & above

11 22

Total
50 100

50 45 40

Percentage

35 30 25 20 15 10 5 0

34 26 18 22

5000-7000 7000-10000 10000-15000 15000 & Above

Income

Analysis:-

Generally people think that only high income person go into the hotels ant therefore I would know that different income level of the customer ant I find that most of the customers income is between Rs.700015000. 22% customers incomes are over rs.15000 and only 18% customers income between rs.5000 to 7000.
When you choose a hotel, the most important consideration in your

decision is, Best Accommodation Best foods Best location above all

Purpose:Customer are consider mainly these motive for choose any hotel. To know what would be people choice.

Finding:Consider in Best Best Best Above decision accomm. Foods Location All Finding 9 13 11 17 18 26 22 34 %
35 30 Percentage 25 20 15 10 5 0
Best Accom. Best Foods Best Location Above All

Total 50 100

34 26 22 18

Motive

Analysis:-

The research data shows that most of the customer wants all together means best accommodation, best foods and best location. Less time consume when all three are get at one place. After it, best food is want by the customer. Then best accommodation and best location. These are also one of the factors is consider in choosing the hotel.
What is your motive for visiting hotel?

Accommodation Meeting & conference Lunch & Dinner Above all Meeting and lunch or dinner

Purpose:The purpose of this question is to get the information for the customer motive for visiting to hotel The Grand Regency.

Finding:Motive Finding Accommo Lunch & Meeting Meeting Above all Total dation dinner & lunch & con. 7 23 8 6 6 50 14 46 16 12 12 100
50 45 40 35 30 25 20 15 10 5 0 46

Percentage

14

18 12 12

acco.

lunch & Dinner

Meeting & Meeting & Above all Lunch Conf.

Motive

Analysis:Generally customer visit to hotel for this all motives. Many customers are all these motives combine and also individual. The most of the

customers came for the lunch and dinner. The rate of these customers is very high i.e.46%. There are also customers for the lunch and dinner with meeting and conference i.e.16%. The rate of these customers is grater than only for accommodation Where 12% people coming for only meeting and conference. And only 12% people came for all the motives.

 Are you aware of Different types of lunch?

Yes No

Purpose:Purpose is Knowing awareness about different types of the lunch.

Finding:Awareness Finding Yes 44 88 No 6 12 Total 50 100

YES 88%

NO 12%

Analysis:By the analysis of this answer, I got that most of the customer is aware about differ types of lunch. The rate of these customers is quit high and i.e. 88%. Only few customers dont know about it. The rate of the customer is 12%.

 If yes, which of them is preferred most?

Business lunch Executive lunch Special lunch

Purpose:The Grand Regency has different types of lunch so know about the customer choice of different lunch.

Finding:Types of lunch Finding Business Executive Special Total lunch lunch lunch 10 17 23 50 20 34 46 100

50 45 40 35 30 25 20 15 10 5 0

46 34 20

Percentage

Business lunch

Executive lunch

Special lunch

Types of Lunch

Analysis:The Special Lunch is most favorable lunch to customers. And finding data shows that rate of these customer are highest i.e.46% .than executive lunch is favorable the rate of the customer is 34%. And last one is business lunch.

 Which are foods most prefer in dinner?

Mexican Thai Italian Chinese

Punjabi Continental Fast foods

Purpose:Customer has different chose of food in dinner so the purpose is that to know about the customer choice of different food in dinner.

Finding:Foods Finding Mexican 7 14

30 25 Percentage 20 15 10 5 0
Mexican Italian Punjabi

Thai 6 12

Italian 8 16

Chinese 6 12
28

Punjabi 14 28

Conti. 8 16

Fast food 1 2

Total 50 100

14

16 12 12

16

2
Fast Foods

Types of Food

Analysis:The most of the customer habituated with the Punjabi food is means the favorable foods is Punjabi and the rate of it 28%. And after that continental food is favorable. Where other different foods are Mexican, Thai, Italian and Chinese similarly rate. It means no high

difference between its rates. It shows that people have different choice in the food of dinner. We can see in the finding chart.
Services of Dhola Maru restaurant of The Grand Regency,

Excellent Very Good

Good Fair

Poor

Purpose:To know Customer satisfactions level of the services provided by the Dhola Maru.

Finding:Performance Finding Excellent 17 34 Very good 15 30 Good 11 22 Fair 6 12 poor 1 2 Total 50 100

35 30 Percentage 25 20 15 10 5 0

34 30 22

12

2
Excellent Very Good Good Fair Poor

Analysis:As per customers opinion the services of the Dhola Maru is excellent. It means most of the customers are quit satisfied with the services. And many customers say that services are very good and good. It shows that these customers are satisfied. Where some people

say that its fair means o.k. not good but not bad. And only few people are not satisfied with the services, rate of this customer is 2%.
Foods quality of The Grand Regency.

Excellent Very Good

Good Fair

Poor

Purpose:The Satisfaction in food is much important because its related with consumer health as well as life. So To know Customer satisfactions level toward foods of the Grand Regency.

Finding:Performance Finding Excellent V. good Good Fair Poor 12 10 14 12 24 20 28 24 Total 2 4 50 100

%
30 25 Percentage 20 15 10 5 0

28 24 20 24

4
Excellent Very Good Good Fair Poor

Analysis:As per data collection I analyze that the most of the customer are quit satisfied with the food quality of this hotel. As per customers opinion food quality is excellent and the rate of this customer is 24%. And many customers opinions are very good and good i.e.20 & 28 respectively; it shows that these customers are

satisfied with food quality. And some customer is saying its fair i.e.24%. Only 4% customer are not satisfied with the foods quality if the hotel.
Room reservation process of The Grand Regency is

Excellent Very Good

Good Fair

Poor

Purpose:Rooms are one the product of the hotel by this they can get revenue. So To know Customer satisfactions level for the room reservation service.

Finding:Performance Finding Excellent V. good Good Fair Poor 12 13 18 7 24 26 36 14 Total 0 0 50 100

%
40 35 30 Percentage 25 20 15 10 5 0

36 26

24

14

0
Excellent Very Good Good Fair Poor

Analysis:By the analysis of the data, the room reservation of the hotel grand regency is good because. 36% customers say that its good. And 24% & 26% customer say that its excellent and very good

respectively. It shows that customers are satisfied with the room reservation services. And only 14% customers saying its fair means they not fully satisfied but only satisfied. Nobody dissatisfied with this services.

 Which room is being use by you for accommodation?

Executive room Elegance room

Gardenia room Suit room

Purpose:Rooms are one the product of the hotel and by this we find out that which room is prefer by the customer.

Finding:Accommodation Finding Executive Room 8 16 Elegance Room 23 46 Gardenia Room 12 24 Suit Room 7 14 Total 50 100

50 45 40 35 30 25 20 15 10 5 0

46

Percentage

24 16 14

Executive Room

Elegance Room

Gardenia Room

Suit Room

Types Of Room

Analysis:After analysis of the data I find out that most of the customers are prefer Elegance room. The rate of this customer is 46%.and after that most using room is Gardenia room i.e. 24%. Only 16% customer use the Executive room and 14% customer use Suit room.

 Room service of hotel Grand Regency is excellent,

Strongly agree Agree

Neither agree nor disagree Disagree

Strongly disagree

Purpose:To find that Rooms services is provided by The Grand Regency is excellent and customers are agree or not.

Finding:Acceptance Strongly agree 13 26

50 45 40 35 30 25 20 15 10 5 0

Agree

Neither agree nor disagree 7 14

Disagree

Strongly disagree 1 2

Total

Finding

23 46

6 12

50 100

46

Percentage

26 14

12 2

Strongly Agree

Agree

NA nor DA

Disagree

Strongly Disagree

Analysis:In research I analyze that customers are agree on that room services of The Grand Regency is excellent. There are 46% customers are agree and 26% customers are strongly agree with the statement. It shows that customer satisfaction level is quit high and fully satisfied with room services. 14% customers not suggest they decision it means neither agree nor disagree. And 6% customers disagree with statement and 2% customers

strongly disagree with statement. It shows that they are not satisfied with room services.
Food services are provided with in 20minutes in room on call.

Excellent Very Good

Good Fair

Poor

Purpose:This is one of the best services which are provided by the hotel and by this we know that Customer satisfactions level on this services.

Finding:Performance Finding Excellent V. good Good Fair Poor Total 9 18 13 9 1 50 18 36 26 18 2 100

40 35 30 Percentage 25 20 15 10 5 0
Excellent

36 26 18 18

2
Very Good Good Fair Poor

Analysis:This service is very good as per the customer opinion. 36% customers say its very good and 18%customer opinion is its excellent and 26% customers opinion its good. It shows that the customer satisfaction level is high and they are fully satisfied with this

service. Only 18% customers say that its fair means they are not fully satisfied but not dissatisfied also. And 2% customers are dissatisfied with this service.

 Which are services used by you?

Particular Excellent V. Good Good Fair Poor

Recreational room Health room Safe deposit locker Money changing facilities Travel counter Laundry service Courtesy airport transport Executive lounge

Purpose:This is the best services which are provided by the hotel and by this we know that Customer satisfactions level on this services.

Finding:Sr. No. Particular

1 2 3 4 5 6 7 8

Recreational room Health room Safe deposit locker Money changing facilities Travel counter Laundry service Courtesy airport transport Executive lounge

Excellent V. Good % % 28 36 26 32 18 32 16 28 28 26 36 26 32 28 28 32

Good % 26 20 26 32 30 24 28 32

Fair % 6 12 20 24 12 14 8 6

Poor % 4 10 4 0 4 0 4 2

Excellent
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 1 2

Very Good

Good

Fair

Poor

Services

Analysis:Customers get satisfaction form the recreational room because 36% consumer says its very good. 28% &26% says that its excellent and good respectively. Health room is good as per over all opinion of customer because here 32% say that very good and other side 10% say that its poor and this rate is high compare to other services. It shows dissatisfaction of consumer. Customers are satisfied with safe deposit locker and money changing facilities around 30% customers says its very good and only 4% consumer are dissatisfied with it. Customers are quit satisfied with all other facilities because we see that rate of the excellent, v. good and good are quit high than fair and poor. It means most of the consumers are satisfied with it.

 Services rate of hotel The Grand Regency? Fair Non expensive Expensive

Purpose:Customer always wants the best hotel at cheaper price and wants fully satisfaction so we want to know that customer opinion toward services rate of hotel The Grand Regency.

Finding:Services rate Finding Fair 17 34 Non expensive 26 52 Expensive 7 14 Total 50 100

60 50 Percentage 40 30 20 10 0
Fair

52

34

14

Non Expensive

Expensive

Services rate

Analysis:As per customer opinion services rate of the Grand Regency is non expensive mean they can afford this rate. 52% customers opinion are non expensive. And 32 % customers say that its

fair means these customers think that rate is o.k. as compare with it services and foods. These customers are satisfied with the services rate. Only 14% customers say that services rate is expensive.

 Manners and behaviors of staff members of The Grand Regency is Excellent Very Good Good Fair Poor

Purpose:Customers always judge behavior and manners of staff of anywhere. So I want to know customers opinion toward behaviors and manners of The Grand Regencys staff.

Finding:Performance Finding Excellent V. good Good Fair Poor Total 19 14 10 6 1 50 38 28 20 12 2 100

40 35 30 Percentage 25 20 15 10 5 0

38 28 20 12 2
Excellent Very Good Good Fair Poor

Analysis:As per analysis of collection data, I find that customers have grate experience in hotel. They are quit satisfied with staff member and its behaviors and 38% customers says that its

excellent.28 % say its Vary Good and 20% say that its Good. It shows that customers rare satisfied with behaviors and manners of the staff of the hotel. 12% customers say that its fair. It means these customers are not dissatisfied but they also not fully satisfied. And only 2% customers say that behavior of the staff is poor and they are dissatisfied. Would you like to visit our hotel next time? Definitely come Probably come Not sure Probably not come Definitely not come

Purpose:By this we can show that customers are fully satisfied with hotel and they come again in future.

Finding:Performance Finding Definitely Probably Not sure Probably Definitely Total come come not come not come 26 11 9 3 1 50 52 22 18 6 2 100
52

%
60 50 Percentage 40 30 20 10 0

22

18 6 2
Definitely not come

Definitely come

Probably come

Not sure

Probably not come

Analysis:There are 52% customers want visiting again and it shows that customers satisfaction level is high and they will come in

the future. 22% customers are probably will come in the hotel. These customers are satisfied with the hotel and it services. 18% customers are not sure for this. So they cant say anything. 6% customers are saying that they probably will not come. Generally these customers are services in any company or visiting only few times Rajkot. Only 2% customers say that they will definitely not come.

.....

.. Best services like a professional team work.

(Parag Pandya, A bad)

.. Rooms are very best and Food is also best.

(Mahaveer Sanghvi, Nathdawar)

.. Nice hotel keep it up.

(Nitin mishra, A bad)

.. Food was very delicious.

(Harshad wani , Bombay)

Hotel the Grand Regency gets objective which I have in the research report it mean customers get satisfaction from the hotel and it services. In the research I find that all kind of the question which I asked to customer in that all the answer is favor to The Grand Regency. The Grand Regency is providing best service to its customer. Here we see that the entire customer are satisfied with all the services .hotel the Grand Regency has various types of the services and related with the food, rooms and other facilities. The food services is the best as per the opinion of the consumer because most of the customer are says that its very good. But as we know that nothing is perfect in the world same some customer say its poor. The room services of the hotel is best because the customers opinion if favor to the hotel. It means the customer satisfied with the room services. This service including the room reservation process, room facilities, food provide within 20minitus in the room on call etc. Hotel the Grand Regency provides other facilities to it are the customer. in this facility including many services like Recreational room, Health room, Safe deposit locker, Money changing facilities, Travel counter, Laundry service, Courtesy airport transport, Executive lounge. Customers are satisfied with all these services but only one service i.e. health room service is have higher the rate about the poor service. The behaviors staff members of the Grand regency if excellent and the customers are satisfy with them. As per the customer point of view the service rate is non expensive.

Most of the customer of the Grand Regency would visit or come again in the hotel it shows the higher satisfaction level of the customer.

Few limitations are face while research on consumer satisfaction of hotel The Grand Regency. These are as follows,

Errors in selecting respondents at the time of research because some

people dont like this type of interview or fill the questioner.

Non responses errors i.e. failure to get data from selected

respondents. There are many reasons, among them a distrust of stranger, time pressure etc.

Errors resulting from interviewers misinterpreting or misreporting

answers.

Time bound is also one of the limitations of researcher. Errors occur during the process of transforming raw data form
questionnaires into Research Finding

By my research data I would like to suggest that run the hotel with same policy because in my research I found that hotel achieving the target i.e. customer satisfaction. There is no requiring upgrade or changing any services. But only I would like to recommend that the health room service is required to more improvement and try to get higher satisfaction level in it. I would like to suggest that improve all the services so the hotel achieving the 100% satisfaction of all customers.

(Information received here will be treated as confidential and use only for a study) Note: - Please tick in suitable box except where asked to indicate your answer otherwise. 1) Name 3) Age 4) City : - ________________________________ Male Female : - __________Year : - _________________________Ph./mob.___________

2) Gender : -

5) Country : - _________________________ 6) What is your occupation? Profession Services Business Student Housewife Other (specify) __________

7) What is your monthly income? 5000 to 7000 7000to 10000 10000 to 15000 15000 and above

8) When you choose a hotel, the most important consideration in your decision is, Best Accommodation Best foods Best Location Above All 9) What is your motive for visiting hotel? Accommodation Lunch & Dinner Meeting & conference Other (specify) ___________

10) Are you aware of Different types of lunch? Yes No 11) If yes, which of them is preferred most? Business lunch

Executive lunch Special lunch 12) Which are foods most prefer in dinner? Mexican Thai Italian Chinese Punjabi Continental Fast foods

13) Services of Dhola Maru restaurant of The Grand Regency, Excellent Very Good Good Fair Poor

14) Foods quality of The Grand Regency. Excellent Very Good Good Fair Poor

15) Room reservation process of Grand Regency. Excellent Very Good Good Fair Poor

16) Which room is being use by you for accommodation? Executive room Elegance room Gardenia room Suit room

17) Room service of hotel Grand Regency is excellent, Strongly agree Agree Nether agree nor disagree Disagree Strongly disagree

18) Food services are provided with in 20minutes in room on call. Excellent Very Good Good Fair Poor

19) Which are services used by you?

Particular

Excellent

V. Good

Good

Fair

Poor

Recreational room Health room Safe deposit locker Money changing facilities Travel counter Laundry service Courtesy airport transport Executive lounge 21) Services rate of hotel The Grand Regency? Fair Non expensive Expensive

22) Manners and behaviors of staff members of The Grand Regency? Excellent Very Good Good Fair Poor

23) Would you like to visit our hotel next time? Definitely come Probably come Not sure Probably not come Definitely not come

24) Give your suggestion, if any

____________

Signature (Thank you)

 MARKETING MANAGEMENT
(SHERLEKAR, J.G.GANDHI)

MARKETING MANAGEMENT (PHILIP KOTLER)

MARKETING RESEARCH (RAJENDRA NARGUNDKAR) MARKETING RESEARCH

www.hotelthegrandregencyrajkot.com www.gujrat.com