IGNOU MS-100 (MM) Project – Customer Satisfaction towards the Hotel: Study of Kiranshree Grand, Guwahati

Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Quality of service and customer satisfaction are critical factors for success of any business (Gronoos, 1990; Parasuraman et al., 1988). As Valdani (2009) points out: enterprises exist because they have a customer to serve.

Objectives

• The following objectives are formulated for the present study:
• 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
• To appreciate customers’ gourmet and suggest various strategies to be implemented in order to make customer-oriented surfeit.

Topic Covered

• Introduction
• Review of Related Literature
• Profile of Kiranshree Grand
• Research Methodology
• Data Analysis and Interpretations
• Major Findings, Conclusion and Suggestions
• Conclusion
• Bibliography
• Questionnaire