CHAPTER 1

INTRODUCTION

This chapter gives the idea of service quality and customer satisfaction. From the most recent
decade, the service part has turned out to be more noteworthy valuable significance. The
evacuation of waste because of low quality and meeting customer desires are the real difficulties
confronting administrators in the service segment. This part shows the reasons why we should
quantify service quality and customer satisfaction in hotel industry. Time by time, distinctive
scientists endeavored to discover the best approach to proportion of service quality and customer
satisfaction in the lodging business. Next master age updated the model of the points of reference
or created another one.

Definition service quality and customer satisfaction

Service quality and customer satisfaction is critical for the service survival. Both the service
quality and customer satisfaction are intangible in nature but the exact definition is still a
debatable issue. Customer satisfaction is a psychological concept that involves the feeling of
well-being and pleasure that results from gaining what one hopes for and expects from an
appealing product and/or service (WTO, 1985). To Oliver (1980), customer satisfaction
definition is based on the expectancy dis confirmation point of view. Before purchasing or using
the product or service, consumers always have their personal expectation about its performance.
After buying or using product or service, if the result is equal or better than expectation, it means
the expectation has positive confirmation. In the opposite case, if the result is lesser than
expectation, we have undesirable confirmation. Customers are said to be satisfied only if there
are positive confirmations of expectation. However, in any case, the level of customer
satisfaction defers from one customer to another because each individual have their own personal
needs, experience and demand.

These days, quality of merchandise and service is demanding by customers than at any other
time. We regularly talk and hear "quality" yet not every one of the general population really
understand what quality is. A few people botch quality with luxury or solidness. Possibly in
excess of multiple times in the life, we lament that we spent a great deal of cash for things which
are not deserving of their cost.

We state "I am disappointed" or "it is low quality". In lexicon, quality is characterized as

"general greatness of standard or level" or "a dimension of matchless quality that is normally
high". As indicated by David Garvin's investigation, quality is characterized in various
methodologies. To otherworldly approach, "quality is indistinguishable with trademark
greatness, complete and consistently conspicuous: For this situation, quality goes about as a
relative worldwide esteem judgment. The examination directed by Parasuraman, Seithaml and
Berry (1985) in four distinct services-retail banking, charge card, securities business and item fix
and upkeep additionally affirm this end. In this exploration, paying little mind to the sort of
service, customers utilized fundamentally a similar general criteria to assess the service quality.
To client based methodology, quality is 'lies according to the onlooker'. It implies quality relying
upon the customer satisfaction. With a similar item or service, a few people compliment it high
caliber however to others it is awful. In other perspective, service quality is an approach to
oversee business forms so as to guarantee total satisfaction to the customer on all dimensions. It
is a methodology that prompts an expansion of aggressiveness, viability and adaptability of the
whole company's.Why measure service quality and customer satisfaction?

The estimation of the service quality and customer satisfaction is essential to understand the
customer need, desires and so forth. It enables the organization to know how customer
characterizes the service and items quality; encourages the advancement of customer satisfaction
polls. Then again, it impacts on the buy redundancy and informal proposals.

Estimation likewise enables the association to analyze the distinction when changes, distinguish
the standard of service conveyance and it is additionally a decent opportunity to recognize issues
identified with quality of service. In this manner, the estimation of service quality and customer
satisfaction benefits organization in both subjective and quantitative way. Increasing abnormal
state of service quality and customer satisfaction equivalent to enhancement in customer
faithfulness, piece of the overall industry increment, higher returns in speculation, cost decrease
and certification a focused advantage.It likewise positively affects laborer satisfaction. For the
three star inns or above, estimation of the service quality is an approach to demonstrate its
quality and it is one of the lodging showcasing techniques. Those inns the board take a gander at
the inn rating framework. The main ten positions in lodging rating sites is the normal focus of
thousands of inn in light of the fact that those positions are considered as the declaration for their
inns' quality service. At the point when explorers scan for the inns, they likewise peruse those
sites. It is common that explorers who care about high caliber just see some starting pages which
demonstrate the most noteworthy positions. Having the name here turns into an upper hand and
enables lodgings to pull in more visitors. Unmistakably lodging rating frameworks urge inn
administrators to improve their service quality, which may prompt changes in inn
execution.Service quality gap model

This is the most prominent model to quantify the customer satisfaction in nearly services
industry. The model depends on the customer's assessment of service quality, which is an
assessment of the normal and the got an incentive just as a thought of holes during the time spent
service conveyance. The establishment of service quality scale was the hole display.

There are 7 major gaps in the service quality concept:

• Gap1: Gap between customer expectation and management perception. This gap is one the
three important gaps related to the external customers. This gap is big if an organization has a lot
of organization layers, a wrong orientation in marketing research or lack of the upward
communication.

• Gap 2: Gap between management perception and service stipulations. This gap is resulted by
poor commitment to service quality of manager board or employees, a perception of
unfeasibility, nonexistence of task standardization and absence or inappropriate objective.

• Gap 3: Gap between service specifications and service delivery. Employees do not perceive
clearly their position and/or their tasks that lead to this gap. In other cases, even employees know
their roles but they are not able to perform their task well. Besides, lack of team work and
inappropriate managerial control systems can be reasons.
•Gap 4: Gap between service deliveries versus external communication. Over-promise to both
external and internal customers as well as the low horizontal communication state can be reasons
of this gap.

•Gap 5: The gap between customer expectations versus their perceptions of the service delivered.
This gap is very important and considered the true measure of service quality. It has a direct
relation with external customer. All of providers try to satisfy the needs and expectations of
customers which are really diversified. However, their perception of service delivered is not
based only on service itself, their needs and expectations but also external impacts such as word
of mouth and the breakthrough of competitors.

•Gap6: The gap between customer expectations and employees’ perceptions. This gap also direct
related to external customers. If employees understand wrong the customer expectations,
immediately it can cause the bad effect to the customer satisfaction.

• Gap 7: The difference between employee’s perceptions and management perceptions. It can be
reduced if managers and employees have a good communication to resolve the problem.

In the service quality concept, to all the seven gaps, the lesser gap is, the higher service quality
level can gain. Even if only one gap arises, the service gaps will appear because it means that
customers are dissatisfied.

Based on this model, Parasuraman (1985) built the service quality scale. The service quality
scale contains desirable characteristics of services with ten dimensions and then it is summed up
into five:

 Tangibles
 Reliability
 Responsiveness
 Assurance
 Empathy

. However, researchers found that when applying service quality to different industries, items
must be detached or additional in order to modify the scale to accommodate differences in
service sectors. In the development of quality measurement of hotel industry, all ten original
dimensions of service quality were used in order to know any potential dimensions, especially
the unique ones to this industry. These dimensions are defined as follows:

• Responsiveness: Willingness to help customers and provide prompt service • Competence:

Employees possess the required skills and knowledge necessary to perform the service
adequately. It measures the employee’s ability to perform a job accurately and be able to address
customers’ questions with the correct answers.
• Courtesy: How polite, respectful, considerate and friendly contact personnel are toward guests.

• Credibility: A person’s inclination to trust the statements that employee has made. Credibility
taps into the believability and honesty of the service provider.

• Security: Providing freedom from danger, risk or doubt.

• Access: The extent to which employees are approachable and easy to find.

• Communication: The ability of employees to keep customers informed. Good communication

implies good listening skills and using language and terms that all customers can understand.

• Understanding: Making the effort to know the customers’ needs.

• Reliability: Ability to perform the promised service dependably and accurately.

• Tangibles: Appearance of physical facilities, equipment, personnel and communications

materials.

From these ten dimensions, a pool which included 97 items of service quality instrument was
generated. Each dimension generated around 10 items. After combining and shortening, it has 22
items. Each item was divided into two statements:

one to measure expectation about organizations in general within a given service area and
another to measure perceptions about given organization whose service quality was being
assessed. The scale was pointed from “highly satisfied” to “highly disagree”. Fifty percent of
statements were worded positively and the rest was worded negatively suitable with the scale
development. For each dimension, the service quality scale provides a points for custom
expectations and a score for customer perceptions of service providers’ performances. Customer
expectations are “needs or wants of customer”, what they feel the providers should provide or it
can be the prediction of future events. They appear before using service. While customer
perceptions are measured directly within and after their experience in using service. They reveal
the evaluations of customers about what they gain from service

It seems that service quality model has been used only for gap 5. But in reality, its application
could be extended to other gaps. Service quality model is used in numerous measurement and
study of hotel industry. Service quality model is not only very popular in assessment of external
service quality but also used in internal service quality measurement with some modifications. It
can be used by employees of one department to access another department within company.
Based on the specific data, managers will judge exactly which dimensions need to be improved
and which are their strength; how well their employees perform in each dimension. It is also the
foundation to allocate the resources as well as reshape the service provision.
INDUSTRY PROFILE

Has apart of some portion of the service part, the cordiality industry does not produce
substantial merchandise, but instead gives services, regularly as impalpable encounters.
Given that the word genuine methods cordial and inviting to outsiders or visitors, it is no
big surprise that the objective of the industry is to give those encounters in simply that way.

The neighborliness industry offers a decent variety of occupations with differing expertise
levels. Despite the particular occupation, the industry workers can frequently be depicted
as "experience producers," or breakers, so far as that is concerned. These "experience
producers" make up the essence of the employments related with the accommodation
industry

Explicitly talking about hotels, regardless of whether it's the front work area operator that
respects the visitors, the bellman that takes them to the room, the eatery server that looks
out for them at supper or the spa advisor that gives the back rub, the accomplishment of a
particular hotel depends on the capacity for these representatives to meet and surpass
service desires.Hotels & Resorts

A huge component of the hospitality industry is lodging, namely hotels and resorts. At its most
basic purpose, hotels provide a clean place for travelers to sleep, or as industry insiders will say –
heads in beds. Beyond that basic need though, many hotels often provide the venue for fine
dining, world events, special events, business meetings and business deals.

Hotels & resorts categorize their guests differently; some are independent travelers, often in the
form of vacationers. Others are corporate travelers, staying at the hotel not so much for pleasure,
but solely in town for business purposes. Others are group travelers, visiting a hotel in
conjunction with an incentive group or business conference. Regardless of how they’re
categorized though or what purpose brings them to the hotel, hotel guests arrive with an
expectation for good, if not excellent service.

What is hotel industry?

The Food, accomodation and dress are the three most fundamental things of human. Hotel
industry alone gives two fundamental things: nourishment and convenience. All in all, what is
hotel industry? Hotel is a piece of the accommodation industry which is an umbrella term for an
expansive assortment of service ventures including, however not constrained to, hotels, eateries
and club. Hotel is frequently alluded as a "Home far from home". On the off chance that we
think about significance of hotel in the lexicon, a hotel is where you pay to have a space to rest in
and where you can eat suppers or a hotel is a foundation that gives paid cabin on a transient
premise. As per A.M. Sheela, the writer of the book "Financial aspects of Hotel Management",
hotel is where the vacationer quits being the explorer and turned into a visitor. Hotel generally
offer a full scope of lodging and services, which may incorporate suites, open dinning, meal
offices, parlors and stimulation offices. It is considered as an industry whose principle point is
additionally to make benefits for the hoteliers, however this may change on occasion. Henceforth
a hotel ought to give nourishment, refreshment and cabin to voyagers on installment and has
thusly the privilege to can't if the explorer is flushed, not pursue the standard of hotels or not pay
the service charge. Customary hotels give rooms, dinners and eateries. Extra hotels get incomes
additionally from phone call services, clothing services, travel services, web services and
recreational, diversion exercises in the hotels. History of hotel industry

The hotel is possibly one of the most well up in businesses on the planet. The historical backdrop
of hotels is associated near civic establishments of humanity. As indicated by certain archives,
the principal hotel was showed up in the 6th century B.C when a few couples give extensive
lobbies to voyagers to drink and the whole service was finished by proprietors. To different
records, since early scriptural occasions, the Greeks created warm showers in towns for rest.
Afterward, the Romans assembled chateaus to give settlement to the administration business.
The main warm showers in England, Switzerland and the Middle East were created by the
Romans. In the Middle Ages, religious manufactured motels to cook for their partners moving.
Toward the starting, hotels did not offer suppers. They just given sanctuary and enabled steeds to
be changed all the more effectively. Voyaging wound up prominent and the effect of the
mechanical upheaval in England spread broadly that prompted the change from social or
administrative travel to business travel. The requirement for snappy and clean service all the time
was risen.

The introduction of hotel industry occurred in Europe. Toward the start of the fifteenth century,
in France, the first run through, there was a law necessitated that hotels keep a register. Amid this
period, the principal manuals for explorers were likewise distributed. English guidelines for
hotels additionally presented around then. In the meantime, around 1500 warm spas were created
in Carlsbad and Marienbad.

Nonetheless, the genuine development of the cutting edge hotel industry occurred in the USA by
the opening of the City Lodging house in New York in the year 1794. It rose the rush of hotel
house building action in various urban communities. Probably the best hotels of the USA were
worked in this period, yet the genuine blast came in the ahead of schedule of twentieth century.
This period likewise observed a start of chain activities under the direction of E.M Sattler which
would spread into every one of the landmasses. It included enormous speculations, huge benefits
and prepared experts to deal with the hotel business. These days, planners, fashioners, designers,
engineers, supervisors, and so on understand that essence of visitors could be extraordinary, as
per their wants or needs. Accordingly, they need to get new advancements, characterize better
criteria, present current standards so as to improve quality of life in hotels.Type of hotel industry

There are two ways to categorize hotels: by functions or by star ratings ™ By functions, hotel
has been classified into several types as follows:

• Commercial Hotel
• Airport Hotel
• Conference Center
• Economy Hotel
• Suite or All-Suite Hotel
• Residential Hotel or Apartment Hotel
• Casino Hotel
• Resort Hotel

Commercial Hotel: A chain of hotels which have standardized service and amenity structures –

Airport Hotel: Hotel near the airport but it does not have to be connected or adjacent to the
airport but it could be located up to five miles away. Most airport hotels have a shuttle to and
from the terminals

Conference Center: A specialized hotel designed and built almost exclusively to host
conferences, exhibitions, large meetings, seminars, training sessions, etc. A conference center
often also provides office facilities and a range of leisure activities

Economy Hotel: A hotel offering few limited service and with less ambiance Suite or All-Suite
Hotel: A hotel in which every rooms has an attached living room and/or kitchen

Residential Hotel or Apartment Hotel: A serviced apartment complex uses a hotel-style

booking system. It is similar to renting an apartment, but with no fixed contracts and occupants
can 'check-out' whenever they wish.

Casino Hotel: A business establishment combines a casino and a hotel or a building that houses
both a hotel and a casino. - Resort Hotel: A hotel caters primarily to vacationers and tourist and
typically offers more recreational amenities and services in a more aesthetically pleasing setting,
than other hotels. These hotels are located in attractive and natural tourism destinations and their
clientele are groups and couples that like adventure with sophistication and comfort. The
attractions vary depending on the region and some might offer golf, tennis, scuba diving and,
depending on the natural surroundings, may also arrange other recreational activities.
By Star Ratings, hotel has been classified into several types as follows:

• Five Star Hotel

• Four Star Hotel

• Three Star Hotel

• Two Star Hotel

• One Star Hotel

• No Category Hotels

Five Star Hotel: Luxury hotels; most expensive hotels/resorts in the world; numerous extras to
enhance the quality of the client's stay, for example, some have private golf courses and even a
small private airport.

Four Star Hotel: First class hotels; has all of the previously mentioned services; has many
"luxury" services, for example, massages or a health spa.

Three Star Hotel: Middle class hotels; moderately priced; has daily maid service, room
service, and may have dry-cleaning, internet access and a swimming pool.

Two Star Hotel: Budget hotels; slightly more expensive; usually has maid service daily.

One Star Hotel: Low budget hotels; inexpensive; may not have maid service or room service.

No Category Hotels: These hotels include motels, cottages, bungalows and others with limited
services. However, these hotels represent 41% of the total hotel market share.
SWOT examine

Strength Weaknesses

 One of the leading resort in Bangalore  Limited customer base and small
 Strong brand name e.g. shilandra jheri employee workforce
etc.  Heavily depended on hotel business; need
 This company has loyal customer base to diversified for sustainable growth
 Excellent customer base

Opportunities Threats

 Economic slowdown
 More opportunities for wedding  Terrorist attacks pose major threat to
entertainment event company
 Acquisition and merges for the growth  As real estate prices fall, tis lowers the
value of the company
 Natural disasters
CHAPTER 2

REVIEW OF LITERATURE AND RESEARCH DESIGN.

The literature review is a description of the literature relevant to a particular field or topic. It
gives a complete overview of the topic which had already been said by the experts. This chapter
outlines the concept of hotel industry, service quality and customer satisfaction in hotel industry.
It discusses about history and about the growth and trend of the hotel industry nowadays. Service
quality reflects the extent to which the delivered level of service matches Customer expectations
.One of the critical tasks of service companies is service quality management. Quality means the
degree of excellence in service performance. Consumers perceive the quality of a service by
experiencing the consumption process and by comparing the experience with their expectations.
Though consumers are coproduces and their participation also affects the quality, service firms
cannot blame the customers. Service organizations have to be responsibility of quality
performance through an effective strategic framework.

Macaulay & Cook (1994) have evaluated the service quality in Anderson Cancer Center using
SERVQUAL instrument which was administered to patients with different ailments which has
involved comparing expectations and perceptions, the waiting times & billing accuracy
are considered by patients as significant problems. Even it is found that there is are two
extremes of service quality within the sample clinics and this was due to differences in patients‟
expectations of service quality and not rather than differences in perceptions. It strongly
suggests that customer expectations may impact strongly company‟s evaluation of its service
quality.

Stuart & Tax (1996) have found that service firms take little effort in planning for service
quality. The costs associated with poor service quality and it's planning results in lower profits as
a portion of the “cycle of service failures” and evaluation of of quality planning technique
or quality function deployment suggest suitable modifications which would prevent service
failures. The research also illustrates the potential for the quality function deployment
process as an effective tool at both the strategic planning level and the tactical level using
the front-desk activities in a hotel as an example.

There are various definitions of quality and variety of possible interpretations is seen in the
service sector. Still, quality is considered as a important factor in attracting and retaining
customer. Galloway & Ho (1996) have described a model of service quality based upon
operational issues which are directly relevant to staff training & skills which are developed on

three important dimensions of hard/soft, outcome/process and objective/subjective. It mentions

that the benefits to the organization by matching customer expectations with staff skills has

resulted in increased level of job satisfaction for staff.

customer expectations may impact strongly company‟s evaluation of its service quality.

Asubonteng et al(1996) have mentioned that in the view of fierce competition and intense

concerns about environmental factors, service quality has become more important. If service

quality is to become the foundation of marketing strategy, the firms should be able to measure it

and to make it possible; SERVQUAL has become a very popular instrument. Marketing
literature and the industry has been exposed very widely to it with almost accurate analysis of.
service quality

The evaluation of service quality has become an important contemplation for hotel managers and

researchers. The central service quality skeleton shows that consumers consider both their own

expectations and service provider performance when evaluating service quality. The comparative

analysis to assess the psychometric properties and diagnostic usefulness, Brown (1997) reviews

problems in the reading of service quality measures and presents the additional indicative

meaning imputed to service quality scores and has developed measurement norms.

A research paper of Kuei & Lu (1997) presents a synergy and integration of marketing and

operations for continuous quality improvement in a service setting and also discusses

responsibilities, improvements and measurements of service quality. It has advocated

amalgamation of service quality improvement tool (QFD) and service quality evaluation i.e

SERVQUAL and suggested that this synergy and integration of systems tools, and concepts

would be the aim of the organization in achieving service quality.

Pariseau & McDaniel (1997) in their study about business schools have mentioned that Total

quality management (TQM) improves quality while reducing costs but since it involves fact-

based continuous improvement, data need to be assessed for level of student and faculty

satisfaction. SERVQUAL is used to assess both the quality and importance of each of the

dimensions: assurance, reliability, empathy, responsiveness and tangibles, to tests agreement

between the views of faculty (providers) and students (consumers). It has strongly established

that SERVQUAL may be used as for benchmarking performance in order to improve service

quality.
Min & Min (1997) have mentioned in their research concluded that with escalating competition

in the hotel industry, a growing number of hotels have given service quality their top priority for

sustaining competitiveness and to do the same, hotels needs to develop reliable standards for

service quality which requires to comparing the hotel‟s service performance with that of
the service leader and examine its performance continuously through competitive scales. In
doing so; hotels have proposed the use of competitive gap analysis through analytic hierarchy
process. These methods may help the hotel manager design viable service improvement
strategies in the ever competitive industry. This research also highlights the usefulness of
the proposed benchmarking methodology through case of Korean luxury hotels.

Dwayne et al (1997) conducted study and examined service quality expectation differences
among three stakeholder groups involved in the interaction of tourists, employees and
management of service providers to degree to which service climate may explain these
differences. It revealed that very few management barriers have considerable impact on
managers' perceptions of tourists' expectations and most of employee barriers drastically
impacted frontline employees' perceptions of visitors' expectations.

The effectiveness of SERVQUAL in measuring service quality in Education service is studied

Galloway (1998). He has mentioned that Quality being an elusive concept, particularly in

public service with variety customers and stakeholders, the staff and students, it is found that

SERVQUAL does stand fit in this context and the expectation contributes nothing to the

predictive value of the data. There exists significant gap in the factors of perceived quality

between internal and external customers, arising from the degree of dependence as well as nature

of contact between the provider and receiver of services which may be more a general

phenomenon about customer characteristics in both public and private sectors.

Analyzing over 800 critical incidents across six service industries, Wels-Lips et al (1998) finds
that occurrences of positive incidents are largely driven by understanding the customers, by

responsiveness and frequent communication with customer. The absence of reliability,

competence, credibility functions as dis-satisfiers driving the occurrence of negative incidents. It

is found that two dimensions which emerge from multiple correspondence analyses are service

system versus service staff, and customer initiative versus staff initiative further which suggests

that the service system is associated with negative incidents, and service staff with positive
indication.

The technical framework within which quality assurance systems develop is well recognized.

Likewise, although not as well recognized, the non-technical framework which affects quality

assurance systems is nevertheless an important element. The awareness of the technical and

non-technical interface in quality system is never acknowledged and taken as separate entities.

Pheng(1998) in his research has categorically emphasized on the interface between the

technical and non-technical framework that must be acknowledged to achieve quality

management effectively and system which links these two frameworks must be recognized for

service quality

Service organizations are determined to improve the service quality by various management

techniques. Redman & Mathews (1998) have examined a variety of management practices

including human resource management (HRM), used in service sector. On assessment of their

potential impact on service quality and total quality management (TQM), most of the techniques

are identified as being potentially supportive of quality improvement but few in particular to
those closely associated with minimization of cost and the less subtle forms of managerial

control posed danger to the improvement process.

Kotler Philip (2006) explains that as against to features of physical products, the services are

not given for pre-testing, neither it is felt or smelled before purchase making buyers look for

some tangible evidence that will provide information and confidence about service. Something

like the exterior of the restaurant or hotel is the first thing on arrival of the guest; cleanliness of

the public areas etc provides clues about service. He has also mentioned that American society

for quality control defines quality as the totality of features and characteristics of the service or

product that bears on its ability to satisfy customer needs. He has also found that high quality

builds loyal customers and creates positive word of mouth. It determines customer
satisfaction,which affects repeat business, many studies have shown that it costs four to six times
to create a customer as it does to maintain an existing one. Hotels that have more satisfied guests
experiencehigher guest loyalty and perform better financially compared to their competition. The
long-term success is based on guest loyalty and retention which consequentially results in future
revenue.
 CHAPTER 3

Research Design

Title of the project

“A study impact of service quality on customer satisfaction with respect to Guhantara”

Objective of the study:

 Gain understanding of the scope of hotel industry

 What are the expectations of customers to the hotel services?
 How do customers evaluate the services?
 How to measure the customer satisfaction and service quality in the hotel industry?
 How can the hoteliers improve the customer satisfaction to gain the excellent service?

Statement of the problem

Quality of the service is very important for the growth and development of the service
organizations and business enterprises.it works as the factor of customer satisfaction.
However, service quality has not given very much importance in Guhantara. This research
therefore sought to assess the impact of service quality in hospitality sector.

RESEARCH METHODOLOGY OF THE STUDY

TYPE OF STUDY:

Descriptive study

SAMPLING METHOD:

Random sampling

Sampling size: 100 customers of guhantara

METHODS OF COLLECTING DATA

The 2 methods of collecting the data are follows:

1. Primary data

Primary data is the first hand data. Here the first hand data is collected by distributing printed
questionnaires and obtaining response from the respondent.

2. Secondary data

Secondary data is already existing data. Here the data will be obtained from the company
database, reports and articles.

Both the secondary data and primary data were collected for this particular study.

Need for the study

The aim of this study is to gain an insight into the hotel industry and the quality attributes of
hotel services in different continents. It focuses on evaluating the service quality and customer
satisfaction in Guhantara Resort. This data might be helpful to association in creating excellent
service and customer satisfaction.

Scope of the study

The study concentrates on the study on Impact of service quality on customer satisfaction with
respect to Guhantara. The examination of the study is valid only for a particular period of time
when the research is conducted.

Limitation of the study:

 The data collected are only from the customers of guhantara.

 The sample size considered in this research is 100 individuals only due to time constraint.
 The importance limitation is that the assumption was made that the respondent are
disclosing correct information.
CHAPTER SCHEME CHAPTER 1: Introductions to Industry and company profile This
chapter covers the theoretical background of the topic-introduction to the topic. It covers
the industry profile, a detail description of the hotel industry.

CHAPTER 2: Review of the literature .This chapter covers the Background of the study
and Literature reviews used for this Research

CHAPTER 3: Research Design of the study

This chapter covers the plan of the study stating the problem, , scope and objectives of the
study, methodology to undertake study to Control and Framing System.

CHAPTER 4: Results, analysis and discussions It covers data analysis and interpretation.
Analysis is made from the data obtained through questionnaires as well as the secondary
data collected.

CHAPTER 5: Summary of Finding, Conclusion and Suggestions It gives the summary of

findings, suggestions and conclusions based on analysis and interpretation of data.
CHAPTER 3
COMPANY PROFILE

Rashi Eco Tourism Limited is a Public incorporated on 16 April 2009. It is classified as Non-
Gov. Company and is registered at Registrar of Companies, Bangalore. It is involved in Hotels;
camping sites and other provision of short-stay accommodation [Restaurant facilities operated in
connection with the provision of lodging remain classified in this group]

It takes a lot of effort to live clean in a city, by clean we mean existing without disturbing the
ecology. Almost nothing we do, will leave behind a residue that can’t be purged by nature, but as
a large social body, we can inflict quite a lot of damage to Mother Nature.

The desk of RETL is one such body that finds preserves and sustainably maintains pristine
natural landscapes. We are known for our themed and minimalistic construction. The Directors
of the company themselves are seasoned engineers specializing in ecofriendly world class
construction techniques, to the witness of which stand many prestigious awards.

Running already a couple of resorts since a decade now, the work force has evolved to find its
best in carrying the company’s motives in the daily business. Rashi Eco Tourism is a public
limited company that has hundreds of highly motivated and satisfied stake holders, each one of
them a portent.

The projects of Rashi Eco Tourism are follows:

1. Guhantara Resort
2. Shilhandara Resort
3. Jhari Resort
4. River roost Resort

GUHANTARA

The Guhantara, the cave dwelling theme resort was backed by the well-known "Surabhi Chits
Pvt.Ltd." under the dynamic leadership of Mr. Dilip and the family Patriarch Mr. B.T.Mohan and
Senior Director Mr. Srinath. The large Client Base of Surabhi has shown tremendous interest and
patronage in Guhantara already. Surabhi Chits is a Public Company operating in Bangalore,
Karnataka and was later on Guhantara was sold to of Rashi Eco Tourism. Guhantara stands for
living close to nature yet stay connected to modern amenities and lots of fun and adventure
activities. Camouflaging its architectural glory and all its luxuries into the theme, we are keen to
host your bustling day-out and serene stay.

The property unfolds 30 feet below the ground. Also have 18 fully furnished underground air
cooled suits, multi cuisine restaurant, coffee lounge, a natural pond for swimming along with two
other pools and a broad waterfalls. Additional to adventure activities like rope walking of many
types, zip-line, Pain Ball, Horse Riding, ATV rides guests are also provided vast football ground.
The expertise of the management is in providing Stay, Day-out, and Conference venue, all with
equal service competence despite being contradicting genres.

Guhantara Resort is a very unique property. The Resort being very close to Bangalore or
Bengaluru host a bunch of adventure activities like paintball, zipline, other rope activites etc.
guhantara Resort has been review to be one of the best resorts in Bengaluru or Bangalore. Being
one of the first properties of Rashi Eco Tourism Ltd. The Resort is a heritage property, drawing
its inspiration from ancient Kingdoms of the region, not just around Bengaluru or Bangalore but
the Resort draws inspiration from the kingdom around the Karnataka. Among the Resorts in
Bangalore or Bengaluru or The Resorts around Bangalore or Bengaluru guhantara Resort has
been regarded as one of the best suited Places to Visit in and around Bangalore or Bengaluru.
The wind, the rains and the climate have architecture the landscape of the guhantara Resort. The
guhantara Resort list begins with one of the countries longest zip lines and moves on to include
paintball, ATVs and a blazing list of activities and becomes one of the best places to visit in
Bangalore. Places to visit around Bangalore and the places to visit in Bangalore are many, but
guhantara resort is eco themed property. Karnataka Tourism is vast and guhantara Resorts is one
of the Best Resorts around Bangalore. Guhantara Resort is a good corporate day out destination.
Best suited for Team outing and corporate lunch and corporate day outs. Guhantara resort is a
good family Resort.

JHARI RESORT

Jhari is one of the finest resorts near Chikmagalur that is etched in breath taking natural locale.
Jhari weaves magic through an intermingling of blissful greenery and cool waters.
Set against a picture perfect backdrop of scenic beauty, Jhari is a perfect place to revitalize the
charm lost in the monotonous city lifestyle. The ambiance is set with the wind passing out of the
thick woods whisper sweet notes to the human ear. The birds crooning melodiously from the
surrounding greenery and the sound of the water dancing down the rocks, offer an experience of
a lifetime. Adding to the blissful beauty of Jhari is its location where the clouds bend down to
kiss the place drenched in unscathed natural delights.

Jhari is not only about appreciating nature, it is also about enjoying the thrill of nature through
various activities and adventures conducted by the holiday resort. The stay offered is a blend of
luxury and comfort. This resort near Chikmagalur offers a stay at affordable rates that fit nearly
every budget. The resort has attractive room stays, tent stays and dormitory.

The room stays are for those who seek privacy in their tours. The tent stays are for the fun loving
and adventurous visitors. The dormitory is perfect for large groups of explorers who want to
spend every moment of their stay together.

The accommodation is offered with all modern amenities and services. The dining space is
uniquely designed to offer the visitors a feel of the natural beauty even while they enjoy great
food at the resort. Fire camps at nights add a mesmerizing touch to the place.

Jhari offers facilities to keep the visitors engaged. Visitors can spend the evenings playing
carom, chess, chava mane, badminton, bow and arrow, etc. Apart from these the resort also
conducts various activities to make every visitor’s stay a memorable affair. The rustic charm of
the resort and the refreshing ambiance makes Jhari a perfect choice for all nature lovers.

Nature study
Bird Watching: The surrounding area of the resort is a fine bird watching zone with more than
250 species of birds spotted in the vicinity of Jhari. Peacock, Parrot, Partridge, red spur fowl,
emerald dove, southern green imperial pigeon, great black woodpecker, Malabar whistling
thrush, black winged kite, the open billed stork, etc. are a few species of the birds found in the
area.

Medicinal Plant Study: The resort and the surrounding rich greens are endowed with a variety
plants and trees. Recognizing and understanding the medicinal value of plants is an enriching
experience in itself.

Nature Photography: The resort is a mystic area full of natural beauty. It presents
amazing options for nature photography through its mesmerizing landscape, beautiful greenery,
amazing birds and wonderful streams and rivulets.

Adventure sports:

To make the experience of staying at Jhari a real memorable one, adventure sports is organized
by the resort. The thrill of adventure combined with an element of uncertainty and an opportunity
of self-discovery are the highlights of the program that includes activities such as:

 Mountain biking

 Rock climbing

SHILHANDARA RESORT

The creation of Shilhandara took the same course as all the other themed properties of Rashi Eco
Tourism have. Most of the brewing happened a million years ago, since the days of magma, to
the centuries of weathering to create the perfect crevices and boulders. The wind, the rains and
the climate have architecture the terrain.
And then was the moving era of the empires, with the stone art and their idiom-like sculptures.
From the times of the Hoysalas, the Vijayanagaras, the Cholas and the Chalukyas, we seek to
forge a day’s experience. Knowing well to meld the adrenaline surge and the reverential
ambience we stand to bring out the unique theme.
The property houses an elegant 800 foot monolith, housing most of the adventure sports and
some of the most serene sunset landscapes. Our list begins with one of the countries longest zip
lines and moves on to include paintball, ATVs and a blazing list of activities. The very little we
have done to alter the natural scape is planting over 15000 trees. Cooling the soil down, it has
called back many a birds, those native and new to Ramanagara. The Candid outdoor pool in front
of ancient looking bath mantaps, is hoped to rob you off of your stress.
Shilhaandara Resort is a very unique property. The Resort being very close to Bangalore or
Bengaluru host a bunch of adventure activities like paintball, zip line, other rope activates etc.
Shilhaandara Resort has been review to be one of the best resorts in Bengaluru or Bangalore.
Shilhaandara Resort has been regarded as one of the best suited Places to Visit in and around
Bangalore or Bengaluru. The Resorts Bangalore, are many but very few are the good ones.

RIVER ROOST

River roost is one the new and evolving property in Mangalore of Rashi Eco Tourism. On the
banks of Gurpura River, lies River Roost Resort offering views that need no filter! Set amidst
coconut and areca agricultural estate, a blend of village life with the luxuries of modern living. A
perfect getaway if you seek to relax and refresh in nature’s company.
 CHAPTER 4

ANALYSIS AND INTERPRETATION

TABLE 1: Showing how often respondents visit resort

RESPONSE NUMBER OF PERCENTAGE

RESPONDENTS (%)
Once in a year 24 24%
Once in 6 42 42%
months
Once in 3 19 19%
months
Once in a 15 15%*
month
TOTAL 100 100%
EXAMINE,

From the above table, we can analyze that 24 of 100 respondents visit resort in once in a year,
42 respondents of 100 respondents visit once in 6 months, 19 respondents of 100 respondents
visit once in 3 months and 15 respondents of 100 respondents said they visit resort once in
month.

GRAPH 1: Showing how often respondents visit resort

45
40
35
30
25
20 Series1
15
10
5
0
Once in a year Once in 6 months Once in 3 months Once in a months

INTERPRETATION

From the above graphical representation, we can interpret that majority of the respondents visit
resort once in 6 months.

TABLE 2: Showing respondents first visit to Guhantara

RESPONDENTS
Yes 68 68%
NO 32 32%
TOTAL 100 100%

EXAMINE,

This statistics calculation represented that 68 of 100 respondents responded Yes that they have
visited Guhantara for the first time, and 32 of 100 respondents responded No.

GRAPH 2: Showing respondent’s first visit to Guhantara

 80

70

60

50

40
Series1
30

20

10

0
Yes NO

INTERPRETATION

From the above examine it can be interpreted that majority of the responded has visited
Guhantara for the first time.

TABLE 3: Showing respondents influenced to visit Guhantara

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Family 16 16%

Friends 45 45%
Spouse 03 03%
Others 36 36%

TOTAL 100 100%

EXAMINE
From the above table, we can analyse that 16 respondents of 100 respondents are influenced by
family, 45 respondents of 100 respondents by friends, 3 respondents of 100 respondents by
spouse and 36 respondents of 100 respondents are influenced by others.

GRAPH 3: Showing respondents influenced to visit Guhantara

50
45
40
35
30
25
Series1
20
15
10
5
0
Family Friends Spouse Others

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondents are
influenced by friends

TABLE 4: Showing repondents trip to Guhantara was organized by a travel agent /another
organizer

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Yes 18 18%
No 82 82%
TOTAL 100 100%

EXAMINE,

From the above table, we can analyze that 18 of 100 respondents responded yes that the trip was
organized by agents and 82 of 100 respondents responded No travel agent organized trip to
Guhantara.
GRAPH 4: Showing repondents trip to Guhantara was organized by a travel agent /another
organizer

90

80

70

60

50

40 Series1

30

20

10

0
YES NO

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondent’s trip
was not organized by any travel agent.

TABLE 5: Showing respondents specific reason that bought them to Guhantara.

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Pleasure 32 32%
Adventure 18 18%
Work 4 4%
Business 21 21%
Holiday 10 10%
Others 15 15%
Total 100 100%

From the above table, we can analyse that 32 respondents of 100 respondents said that they
visited Guhantara for pleasure, 18 respondents of 100 respondents said visit for Guhantara was
for adventure, 4 respondents of 100 respondents said for work, 21 respondents of 100
respondents said for business, 10 respondents of 100 respondents said holiday is the purpose of
visit, 15 respondents of 100 respondents said the purpose of visit random reasons.

GRAPH 5: Showing respondent’s specific reason that bought them to Guhantara.

35

30

25

20
Series1
15

10

0
adventure work business holiday other

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondent’s
purpose of visit to guhantara was for plasure.

TABLE 6: Showing respondents preference value more than meals and accommodation at
Guhantara

RESPONSE NUMBER OF PERCENTAGE

RESPONDENTS (%)
Transport 0 0%
Conference 8 8%
Swimming pools 27 27%
Pub 49 49%
Other 16 16%
Total 100 100%
EXMINE:
From the above table, we can analyse that 0 respondents of 100 respondents said that they prefer
more value than meals and accommodation, 8 respondents of 100 respondents said more value
for conference, 27 respondents of 100 respondents said they value more for swimming pool, 49
respondents of 100 respondents said they value more for pub, 16 respondents of 100 respondents
said they value more for other reasons than food and accommodation.

GRAPH 6: Showing respondent’s preference value more than meals and accommodation
at Guhantara

60

50

40

30
Series1
20

10

0
Transport Conference Swimming Pub Other
pools

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondent’s value
for pub when compare to others.

TABLE 7: Showing respondents preferred type of food

RESPONSE NUMBER OF PERCENTAGE

RESPONDENTS (%)

South Indian 23 23%

North Indian 47 47%

Andhra Style 19 19%

Chinese 7 7%
others 4 4%

Total 100 100%

EIMINE:

From the above table, we can analyse that 23 respondents of 100 respondents said that they
prefer south Indian meal, 47 respondents of 100 respondents said north Indian meals, 19
respondents of 100 respondents said andra style, 7 respondents of 100 respondents said Chinese,
4 respondents of 100 respondents said they other meals.

GRAPH 7: Showing respondents preferred type of food

50
45
40
35
30
25
Series1
20
15
10
5
0
South Indian North IndianAndhra Style Chinese others

INTERPRETATION:

From the above examine, we can interpret that majority of the respondent’s prefer north indian
meal.

TABLE 8: Showing respondents opinion about service provided at Guhantara

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Excellent 32 32%
Very good 56 56%
Good 12 12%
Average 0 0%
Poor 0 0%
Total 100 100%
EXAMIN:

This statistics calculation represented that 32 respondents of 100 respondents said that the service
provided at guhantara is excellent, 56 respondents of 100 respondents said very good,12
respondents of 100 respondents said good, 0 respondents of 100 respondents average, 0
respondents of 100 respondents said that the service provided at guhantara was poor.

GRAPH 8: Showing respondent’s opinion about service provided at Guhantara

60

50

40

30
Series1

20

10

0
Very good Good Average Poor

INTERPRETATION:

From the above examine, we can interpret that majority of the respondent’s said that the service
provided at guhantara was very good.

TABLE 9: Showing respondents opinion about neatness and cleanliness at Guhantara

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Highly satisfied 42 42%
Satisfied 26 26%
Moderate 32 32%
Dis-satisfied 0 0%
Highly dis-satisfied 0 0%
Total 100 100%
EXIMINE:

This statistics calculation represented that 42 respondents of 100 respondents said that they were
highly satisfied with the neatness and cleanliness at guhantara, 26 respondents of 100
respondents said they were satisfied, 32 respondents of 100 respondents said they were feel
moderate, 0 respondents of 100 respondents said that they were dis-satisfied and highly dis-
satisfied by the neatness and cleanliness at Guhantara.

GRAPH 9: Showing respondents opinion about neatness and cleanliness at Guhantara

45
40
35
30
25
20 Series1
15
10
5
0
Highly Satisfied Moderate Dis-satisfied Highly dis-
satisfied satisfied

INTERPRETATION:

From the above examine, we can interpret that majority of the respondent’s said that they were
highly satisfied about neatness and cleanliness at Guhantara.

TABLE 10: showing respondents opinion towards the amenities of the guhantara.

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Highly satisfied 53 53%
Satisfied 31 31%
Moderate 16 16%
Dis-satisfied 0 0%
Highly dis-satisfied 0 0%
Total 100 100%
EXAMINE:

This statistics calculation represented that 53 respondents of 100 respondents said that they were
highly satisfied with the amenities of guhantara, 31 respondents of 100 respondents said they
were satisfied, 16 respondents of 100 respondents said they were feel moderate, 0 respondents of
100 respondents said that they were dis-satisfied and highly dis-satisfied by the amenities of
guhantara.

TABLE 10: showing respondents opinion towards the amenities of the guhantara.

60

50

40

30
Series1
20

10

0
Highly Satisfied Moderate Dis-satisfied Highly dis-
satisfied satisfied

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondent’s said
that they were highly satisfied with the amenities of Guhantara.

TABLE 11: Showing respondent’s opinion towards cost of service at Guhantara compared to
other resorts

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Highly Reasonable 14 14%
Reasonable 60 60%
Moderate 18 18%
Non Reasonable 08 08%
Total 100 100%
EXAMINE:

This statistics calculation represented that 14 respondents of 100 respondents think the cost of
service at guhantara is highly reasonable, 60 respondents of 100 respondents think it is
reasonable, 18 respondents of 100 respondents feel it is moderate, 08 respondents of 100
respondents think cost of service is non-reasonable when compare to other resorts.

GRAPH 11: Showing respondent’s opinion towards cost of service at Guhantara compared to
other resorts

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents said that they think
the cost of the service is reasonable when compare to other resort.

TABLE 12: Showing respondents opinion about the Location of Guhantara resort

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Excellent 26 26%
Very good 69 69%
Good 02 02%
Average 03 03%
Poor 0 0%
Total 100 100%
EXAMINE:

This statistics calculation represented that 26 respondents of 100 respondents said that the location
guhantara is excellent, 69 respondents of 100 respondents said very good,02 respondents of 100
respondents said good, 3 respondents of 100 respondents average, 0 respondents of 100
respondents said that the location of the guhantara was poor.

TABLE 12: Showing respondents opinion about the Location of Guhantara resort

80

70

60

50

40
Series1
30

20

10

0
Excellent Very good Good Average Poor

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondents said
that the location of the guhantara resort is very good.

TABLE 13: Showing respondent’s recent visit satisfied with the friendliness of the guhantara
staff.

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS

Highly satisfied 08 08%

Satisfied 59 59%

Moderate 33 33%

Dis-satisfied 0 0%

Highly dis-satisfied 0 0%

Total 100 100%

EXAMINE:

This statistics calculation represented that 08 respondents of 100 respondents said that they feel
highly satisfied with the friendliness of the staff guhantara, 59 respondents of 100 respondents
said they were satisfied, 33 respondents of 100 respondents said they were feel moderate, 0
respondents of 100 respondents said that they were dis-satisfied and highly dis-satisfied by the
staff of guhantara in recent visit.

TABLE 13: Showing respondent’s recent visit satisfied with the friendliness of the
guhantara staff

70
60
50
40
30
Series1
20
10
0
Moderate Dis-satisfied Highly dis-
satisfied

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents said that they were
satisfied with the staff of the guhantara resort during with their recent visit.

TABLE 14: Showing how respondents were satisfied with the check-in process

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS

Highly satisfied 31 31%

 Satisfied 27 27%

Moderate 38 38%

Dis-satisfied 04 04%

Highly dis-satisfied 0 0%

Total 100 100%

EXAMINE:

From the above table, we can analyse that 31 respondents of 100 respondents said that they feel
highly satisfied with check-in process guhantara, 27 respondents of 100 respondents said they
were satisfied, 38 respondents of 100 respondents said they were feel moderate, 4 respondents of
100 respondents said that they were dis-satisfied , 0 respondents of 100 respondents highly dis-
satisfied with the check-in process.

GRAPH 14: Showing how respondents were satisfied with the check-in process

40
35
30
25
20
15 Series1
10
5
0
Highly Satisfied Moderate Dis-satisfied Highly dis-
satisfied satisfied

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents said that they felt
moderate in the check-in process

TABLE 15: Showing how the respondents feel about the safety and security in the Guhantara

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Excellent 13 13%
Very good 43 43%
Good 34 34%
Average 10 10%
Poor 0 0%
Total 100 100%

EXAMINE

This statistics calculation represented that 13 respondents of 100 respondents said that the safety
and security at guhantara is excellent, 56 respondents of 100 respondents said very good,12
respondents of 100 respondents said good, 0 respondents of 100 respondents average, 0
respondents of 100 respondents said that the service provided

TABLE 15: Showing how the respondents feel about the safety and security in the Guhantara

50
45
40
35
30
25
Series1
20
15
10
5
0
Excellent Very good Good Average Poor

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondents said
that they felt moderate in the check-in process at guhantara.

TABLE 16: Showing respondents interest in other properties in a resort

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Casino 67 67%
Money exchange 06 06%
Car renting 17 17%
Other 10 10%
Total 100 100%
EXAMINE

This statistics calculation represented that 67 respondents of 100 respondents said they are
interested in casino,06 respondents of 100 respondents said they are interested in money
exchange,17 respondents of 100 respondents said they are interested in car renting, 10 of the
respondent of 100 are interested in other properties in the resort.

GRAPH 16: Showing respondent’s interest in other properties in a resort

80
70
60
50
40
Series1
30
20
10
0
Casino Money exchange Car renting Other

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondents are
interested in casino at guhantara.

TABLE 17: Showing respondents interest in the offer

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Discounted prices 74 74%
Deal for introducing others 06 6%
Hotel staying package 19 19%
Reduced services for a lower 01 1%
rate
Total 100 100%
EXAMINE:

This statistics calculation represented that 74 respondents of 100 respondents said that they are
interested in discount in the price, 06 respondents of 100 respondents said that they are interested
in deals for introducing others, 19 respondents of 100 respondents said they are interested in
hotel staying package offer, 01 respondents of 100 respondents said they are interested in
Reduced services for a lower rate offer.

GRAPH 17: Showing respondent’s interest in the offer

80
70
60
50
40
30
Series1
20
10
0
Discounted prices Deal for Hotel staying Reduced services
introducing package for a lower rate
others

INTERPRETATION:

From the above graphical representation we can interpret that majority of the respondents are
interested in discount price offer at guhantara.

TABLE 18: Showing respondents additional interested service expected from a resort

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Alternative dietary meal 08 08%
Tea/Coffee maker in room 36 36%
Breakfast in bed 41 41%
Wake up service 03 03%
Late check out 12 12%
100 100%
EXAMINE:

From the above table, we can analyse that 08 respondents of 100 respondents said they expect
Alternative dietary meal, 36 respondents of 100 respondents expect Tea/Coffee maker in room,
41 respondents of 100 respondents expect breakfast in bed, 03 respondents of 100 respondents
expect wake up service. 12 respondents of 100 respondents expect late check-out.

GRAPH 18: Showing respondents additional interested service expected from a resort

45
40
35
30
25
20
Series1
15
10
5
0
Alternative Tea/Coffee maker
Breakfast in bed Wake up service Late check out
dietary meal in room

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents are interested and
expect breakfast in bed at guhantara resort.

TABLE 19: Showing respondents issue encountered in terms of service at Guhantara

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Emotional expression of the 18 18%
employees
Responsiveness of hotel 68 68%
employees
Room Assignment 07 07%
Cleaning service 05 05%
Billing 02 02%
Total 100 100%
Analysis:

From the above table, we can analyse that 18 respondents of 100 respondents encountered issue
with the Emotional expression of the employees, 68 respondents of 100 respondents
encountered issue with the Responsiveness of hotel employees, 07 respondents of 100
respondents encountered issue with the Room Assignment, , 05 respondents of 100 respondents
encountered issue with the Cleaning service, 02 respondents of 100 respondents encountered
issue with the billing.

TABLE 19: Showing respondents issue encountered in terms of service at Guhantara

Chart Title
Series1
68

18
7 5 2

Responsiveness Room Cleaning service Billing

of hotel Assignment
employees

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents encountered issue
with the Responsiveness of hotel employees.

TABLE 20: Showing respondents complain resolution

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
Yes 86 86%
No 14 14%
Total 100 100%
EXAMINE:

This statistics calculation represented that 86 respondents of 100 respondents said that the
complaint was resolved, 14 respondents of 100 respondents said that their complain was not
resolved.

GRAPH 20: Showing respondents complain resolution

100
90
80
70
60
50
Series1
40
30
20
10
0
Yes No

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents complain was
resolved.

TABLE 21: Showing respondents level of satisfied with the resolution provided to their previous
complain.

RESPONSE NUMBER OF PERCENTAGE (%)

RESPONDENTS
 Highly satisfied 27 27%

Satisfied 42 42%

Moderate 29 29%

Dis-satisfied 02 02%

Highly dis-satisfied 0 0%

Total 100 100%

EXAMINE:

This statistics calculation represented that 27 respondents of 100 respondents said that they feel
highly satisfied with the resolution for their complain, 42 respondents of 100 respondents said
they were satisfied, 29 respondents of 100 respondents said they were felt moderate, 02
respondents of 100 respondents said that they were dis-satisfied, 0 respondents of 100
respondents highly dis-satisfied with the resolution of the problem.

GRAPH 21: Showing respondents level of satisfied with the resolution provided to their previous
complain.

50

40

30

20 Series1
10

0
Highly Satisfied Moderate Dis-satisfied Highly dis-
satisfied satisfied

INTERPRETATION:

From the above examine, we can interpret that majority of the respondents were satisfied with
the resolution of the complaint.
 FINDINGS
 It was found that majority of the respondents 42% of them visit resort once in 6 months
and 15% of them visit resort once in a year.

 It was observed that Maximum of the responded 68% of them has already visited the
guhantara resort earlier and only 42% of them new visitors.

 It was found that Most of the respondents 45% of were influenced by their friends and
15% of the responded they were influenced by spouse to visit guhantara resort

 It was found by the study that most of the respondents 82% of them visited resort on
their own and only 18% of the respondents trip was organized by travel agents.

 It was found by the study that most of the respondents 32% visited resort for about
personal reasons and 4% of the responded it visit for work purpose.

 It was observed that maximum of the respondents 49% of the visitors valued pub more
than meal and accommodation and 0% was valued for travels.

 It was observed that Maximum responded 47% of the visitors preferred north Indian
food more and 7 of the responded preferred Chinese food.

 It was found by the study that maximum respondents 56% the visitors felt very good
about the service provided and 0% of the responded average and poor.

 It was observed that maximum respondents 42% were highly satisfied by the neatness
and cleanliness and 0% of the responded felt dis-satisfied.

 It was observed that majority of the respondents 53% are highly satisfied by the
amenities provided by resort and 0% of the respondents were dis-satisfied.
 It was found by the study that Most of the responded 60% found resort prices to be
reasonable and 8% responded the cost is non-reasonable.

 It was observed that most of the respondents 69% find location of guhantara rsort to be
very good and 3% of the responded rated location to be average.

 It was observed that most of the 59% respondents were satisfied with the friendliness of
the staff and 0% responded dis-satisfied.

 It was found that majority of the respondents 38% were moderately satisfied by the check
in process and 4% were dis-satisfied.

 It is clear from the study that Most of the respondents 43% the feel safety and security is
very good and 0% of the respondents said the safety and security is poor.

 It is observed from the study that Maximum respondents 67% were interested in casino
and 17% of the respondents were interested in car renting.
 It was found that Most of the respondent 74% are interested in discount price offer in
guhantara.

 It was observed that most of the respondent 41% expect breakfast in bed and 36% expect
tea/coffee maker in the room.

 It was observed by the study that maximum of the respondent 68% were unhappy about
Responsiveness of hotel employees and 18% of the responded they were unhappy about
Emotional expression of the employees

 It was observed that maximum of the respondents 86% of their complains were resolved
by staff and 14% of the respondents complain was resolved.

 It was observed by the study that maximum respondents 42% were satisfied with the
resolution provided to their previous complain.
 .
SUGGESTIONS

The above study is aimed at analysing the service quality and customer satisfaction with the
sample size of 100 members which has helped in getting an overall view of the customers.

Based on the study the following suggestion can be considered:

 They should try to attract customers so that they visit more often.

 They should focus more on attracting family crowd.

 They make themselves known with travel agencies and other organizers.

 They should try to provide facilities like conference room for business people.

 They should take to consideration about things customers value other than
accommodation and meals.

 They should try to provide taste in foods in all type of food.

 They should provide little more amenities as per customer requirements.

 They should provide happy hours so that customers get satisfied about the price.

 They should try to make the location more attractive.

 The staff should try to be trained to serve the customers and satisfy them with
providing customer requirement and should be friendly while having the
conversation with customers.

 They check-in process should be made more quick and easy by using
technological up gradations.

 The security process should be made stricter in order to have safety environment
and strict rules should be followed for safety purpose.
 As per the survey the resort should start casino as many of the customers showed
interest.

 They should provide more offer in prices and package for stays as it might attract
more customers and they should also give some come combo offers to attract
customers
 They should provide complimentary breakfast in bed and provide a coffee maker
in the room and other extra service should be provided to customer.

 The employees should try to attend complains of customers than wait for the
higher authorities.