IGNOU MMPP-01 Project – Customer Satisfaction at Kiranshree Grand, Guwahati Hotel

The Hospitality Industry is a broad category of fields within the service industry that includes lodging, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a multibillion-dollar industry that depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or an amusement park consists of multiple groups such as facility maintenance and direct operations (servers, housekeepers, porters, kitchen workers, bartenders, management, marketing, and human resources etc.).Usage rate, or its inverse "vacancy rate", is an important variable for the hospitality industry. Just as a factory owner would wish a productive asset to be in use as much as possible (as opposed to having to pay fixed costs while the factory is not producing), so do restaurants, hotels, and theme parks seek to maximize the number of customers they "process" in all sectors. This led to formation of services with the aim to increase usage rate provided by hotel consolidators. Information about required or offered products are brokered on business networks used by vendors as well as purchasers.

Objectives

• To study the marketing services provided by the Kiranshree Grand, Guwahati.
• To identify the level of customer satisfaction towards various hotel attributes like, quality offered, quantity provided, varieties available, interior decoration, parking facility, drive-in facility, neatness and cleanliness, amenities, price, taste and waiters’ service.
• To seek out the customers’ order of preference towards the various hotel attributes
• To identify the customer’s choice of cuisine and branch

Topic Covered

• Introduction
• Statement Of The Problem
• Rationale Of The Study
• Objectives Of The Study
• Research Methodology
• Tentative Chapterization
• Bibliography