Project On Consumer Satisfaction

A PROJECT REPORT ON
A STUDY ON CUSTOMER SATISFACTION TOWARDS ROOM SERVICE AT LE MERIDIEN, BANGALORE.
Submitted in Partial Fulfillment of the Requirements of the Masters Degree in Business Administration course of Bangalore University By
SHRUTHI SRINIVAS
04XQCM6089 2004-2006 Under the Guidance of
Prof. Ramgopal
M.P. Birla Institute of Management Associate Bharatiya Vidya Bhavan Bangalore 560001.
DECLARATION
I, Shruthi Srinivas, student of MBA 4th Semester MP Birla Institute of Management hereby declare that this project report titled A Study On Customer Satisfaction Towards Room Service at Le Meridien, Bangalore submitted by me under the guidance of Prof. Ramgopal is original and not copied from earlier reports.
I further declare that this project report has not formed a basis for the award of any Degree/Diploma of the institution or any other university.
Place: Bangalore Date:
(Shruthi Srinivas)
GUIDES CERTIFICATE
This is to certify that Ms. Shruthi Srinivas has satisfactorily completed the project report titled A study on customer satisfaction towards room service at Le Meridien, Bangalore, in the partial fulfillment of the requirement for the award of Master of Business Administration for the academic year 20042006.
Place: Bangalore
Date:
(Mr. Ramgopal) Guide M.P. Birla Institute of Management
PRINICPALS CPERTIFICATE
I hereby certify that this project is an offshoot of the research work undertaken and completed by Ms. Shruthi Srinivas under the guidance of Prof. Ramgopal, Faculty, M.P. Birla Institute of Management, Associate Bharatiya VIdya Bhavan, Bangalore.
Place: Bangalore Date:
(Dr.Nagesh.S.Malavalli) Principal M.P.Birla Institute of Management
ACKNOWLEDGEMENT
I would like to take this opportunity to express my profound gratitude to all those who have been instrumental in the preparation.
Acknowledgement of thanks is due to Dr. N.S. Malavalli, Principal, MP Birla Institute of Management for providing an opportunity to gain practical experience by working on this project.
I extend my sincere thanks to Mr. Ramgopal for his able guidance and assistance rendered in the preparation of this report.
At the outset, I would like to sincerely thank Ms. Alia Begum, HR Manager and Mr. Sarabjeet Singh, Training Manager for their encouragement and valuable support during my stay with them.
Lastly, I would like to thank my parents and friends for their continuous help and support.
Place: Bangalore Date: (Shruthi Srinivas)
EXECUTIVE SUMMARY
Economic liberalisation has given a new impetus to the hospitality industry. It costs an average of US$50-80 million to set up five-star hotels with 300 rentable rooms in India. The gestation period is usually between three and four years. Movements in real estate prices have to be watched, though they have stabilised in the past three years or so. The Indian hospitality industry is growing at a rate of 15 percent annually. The current gap between supply (61,000 rooms) and demand (90,000 rooms) is expected to widen further as the economy opens and grows. The government forecasts an additional requirement of 200,000 rooms by the turn of the century. A rapidly growing middle class, the advent of corporate incentive travel and the multinational companies into India has boosted prospects for tourism. India's easy visa rules, public freedoms and its many attractions as an ancient civilisation makes tourism development easier than in many other countries. Several international chains including Sheraton, Holiday Inn, Intercontinental, Le Meridien, Hyatt, Radisson, Hilton, Quality Inn, and Marriott International are entering or expanding their hotel network in India. The research was conducted to study the consumers satisfaction towards room service at Le Meridien the city of Bangalore. The methodology followed is questionnaire method with a total sample size of 1000 respondents. The data is tabulated and graphically represented. Findings and recommendations are listed at the end of this project.
CHAPTER 1
INTRODUCTION
INTRODUCTION TO HOTEL INDUSTRY

Service has increasingly assumed as an important role in the Indian economy. The trend was set in the nineties, service had gained dominance. On the other hand the competition in service organization is becoming intense and severe. As a result the service organization, have to have a more professional approach to manage their business organization.
Tourism is Indias largest forex earner, and contributing largely to the influx of tourists is the large number of hotels, to suit the plethora of needs, whims and fancies of the tourists. The hospitality industry in India comprises of properties, which are either privately owned or run by the government.
The industry is very competitive and clearly only the hotels that provide value added services stand to gain. The breadwinner in most hotels is the food and beverages department, which cater to the tastes and fancies of various guests.
The hospitality industry suffers from seasonal fluctuations in demand, which are reflected in the occupancy percentages, it is therefore of paramount importance. The hotel constantly innovate and evolve in order to provide the complete "hospitality experience". Hence, the contribution made by this industry to the country, cannot be undermined.
INTRODUCTION TO CONSUMER BEHAVIOR

Understanding the buying behavior of the target market is the essential task of marketing manager under the marketing concept. The consumer market consists of all the individuals and households that buy goods and services for personnel consumption. Consumers may vary in age, income, and taste. Marketers find useful to distinguish different consumers groups or segments to develop products and services tailored to their needs. Increasingly, managers have had to turn to consumer research for answers to the most important questions about any market, called seven O's of the market place.
1. Who constitutes the market? 2. What does the market buy? 3. Why does the market buy? 4. Who participates in buying? 5. How does the market buy? 6. When does the market buy? 7. Where does the market buy?
Occupations Objects Objectives Organization Operation Occasion Outlets
Of central interest is the question, how do consumer respond to various markets controlled stimuli? The company that understands how consumers will respond to the different product features, prices, advertising appeals, and so on will have an enormous advantage over its competitors. There is a
lot of research done in finding the relationship between marketing stimuli and consumer's response. The starting point is the stimulus response model, which shows marketing and other stimuli entering the buyers "black box" and producing the buyer's responses. Marketing stimuli consists of the 4 P's. Product, Price, Place and Promotion. Environmental stimuli consists of Major forces and events in the buyer's macro-environmental: Economic, technological, political and cultural. All these stimuli pass through the buyer's black box and produce the buyer's purchase decisions shown on the right product choice, brand choice, dealer choice, purchase timing and purchase amount.
The marketer's main task is to understand what happens in the buyer's black box between outside stimuli and the buyer's purchase decision.
Thus, we can ask two questions: 1. What does a consumer want? 2. How does the consumer respond to various market controlled stimuli?
Let us consider Philip Kotler's "BLACK BOX" which lists factors influencing consumer behaviour.
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Buyer Characteristics
Cultural Social Personal Psychological
Buyer Decision Process

Problem Recognition Information Search Evaluation Post Purchase Behavior
The Black Box restricts itself to the internal factors that influence decision. However, market must look beyond this, at the buyer-grid network of purchase.
BUYER-GRID NETWORK
INITIATOR - Person who first suggests the buying of a product/service. INFLUENCER - Person who is opinion holds weights in the purchase. DECIDER - Person deciding on the components of a sale like when to buy, how to much to buy, how to buy etc. BUYER USER - Actual purchaser -Final consumer
By recognising these roles in the consumer groups, the marketer should market his offering to the appropriate player. Such care will reduce the marketing expenses, thus, bringing down the non-respondent rate considerably.
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BUYER BEHAVIOR PATTERNS

Consumers exhibit four most important recurring behavior patterns They are listed below: 1. Complex buying behavior 2. Dissonance reducing behavior 3. Habitual buying behavior 4. Variety seeking buying behavior
A single consumer may exhibit all the above depending on the offering, time of purchase, value exchanged, and occasion of purchase necessity of consumer and other related variables.
It is essential for a marketer to pre-empt the behavior pattern of a consumer to make a successful sale. Considering the first oil crisis of 1973 as milestone of change, the business environment has moved from a relatively stable form to one of high uncertainty. Globalization, emergence of corporate raiders, government deregulation, and privatization has all forced companies to re-orient and reposition themselves i.e. companies have had to create a new identity to survive. Corporate identity is formed by in organizations history its ownership and personality of its leaders. Nevertheless, identity parse, is not what the consumer recognizes. Its more internalized to the company alone.
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'Corporate image' is in the eye of the receiver. A company may transmit any number of messages to convey a particular self-image, but it is the 'reception' of the message that is important. One advantage of image is that it is transmutable.
Perceptions may be changed with considerable efforts from a corporate perspective; 'image' assumes importance due to certain reasons:
1. Product/services have rapid flowing lifecycles. 2. A continuous re-orientation is necessary for companies if, they wish to maintain/remain in business. 3. In the process of reorientation, if a company does not have a stable image, the uncertainty among distributors and consumers increase.
Needless to say that a corporate image has close links with the consumer, Virginia Valentine of Semiotic Solutions, a market research firm, explains the tie like this: '"For the purpose of understanding corporate imagery the whole focus is on the way in which a consumer forms a symbol. The mythologies which guide the consumers deepest and most emotional decisions are of the great importance."
The above note leads to these conclusions: 1. To complete effectively, companies have to match strategy with image.
2. Communication of distinctive corporate identity is s major means of achieving a unique positioning.
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3. Geographically dispersed operations can be managed with a corporate identity alone. 4. For a budget hotel, development of identities related to individual states is the winning trick 5. Most important of all, economics of communication can be achieved by presenting a well-defined image.
SERVICE SECTOR
Service sector plays an important role in the Indian economy. The trend was set and in the nineties, service had gained dominance. On the other hand the competition in service organization is becoming intense and severe. As a result the service organization, if they have to be successful, has to have a more professional approach to manage their business organization.
Specific demand for service marketing concepts has come from the deregulated industries and professional services as both of these groups have gone through rapid changes in the ways they do business. In the past, the government has deregulated many very large service industries including airlines, banking telecommunications and trucking. As a result, marketing decisions that used to be tightly controlled by the government are now partially, and in some cases totally, within the control of individual firms. Because of the advances in information based technologies a multitude of
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new services concepts have exploded in to the market place. Fax machines, voice mail and cellular phones are examples of technology-based concepts that have substituted for traditional ways of a delivering similar service.
In most industries, providing quality services is no longer simply an option. The quick pace of developing technologies and increasing competition make it difficult to gain strategic competitive advantage through physical products alone. Plus customers are more demanding. They not only expect excellent, high quality goods they also expect high levels of service along with them. Almost all of the absolute growth in number of jobs and the fastest growth rates in job information are in services industries. There is a growing market for services and increasing dominance force in countries around the world as can be seen in global feature. The tremendous growth and economic contribution of the service sector have drawn increasing attention to the issues and problems of service sector industries.
Put in most simple terms, services are deeds, processes and performances. Relying on the simple broad definition of services, it quickly becomes apparent that services are produced not only by service business such as those just described but are also integral to the offering of many manufactured goods producers.
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Hotel: The concept and Marketing

At the outset it is essential to go through the conceptual aspect of hotel. The common law says that hotel is a place where all who conduct themselves properly and who being able and ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all amenities and facilities are available but chargeable.
The aforesaid viewpoints regarding a hotel clarifies that hotel is a public place where all possible facilities entertainment, meals, accommodation etc, become essential products of hotel. The American concept regarding the hotel considers a place for business together. Further it is also supposed to be a place where tourists stop, cease to be travelers and become guests. Boarding and lodging thus became primary and fundamental characteristics of a hotel. Incidental to such a fundamental and principal business, the hotels may also furnish quarters and facilities for the assembly of people for social, business or entertainment purposes. Hotels are also furnished with big conference halls and banquet halls where maximum possible
accommodations can be made.
Further the facilities may also get the provision of amusement centers, shopping complex, swimming pool, garden, car parking, conference hall and advance communication facilities. In a hotel industry thus, the formulation of product mix becomes significant as new sophisticated and refine services
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bear the efficacy of wooing customers. Besides, sound behavioral management helps in excelling competition and is found instrumental in turning the potential customers in to actual customers.
In the yesteryears, we have witnessed large-scale movement of human resources maximum emphasis on foreign trade, cultural exchange etc. The emerging positive trends in the world tourism indicate that hotel industry is like reservoir from where foreign exchange flows. This naturally draws our attention on hotel management. In addition the domestic tourism also indicates a positive trend. All these new trends favor scientific management of hotels, which is possible when management practices general and marketing practices in particular get an intensive care.
Now the organization engaged in hotel business is required to say good- bye to the traditional management practices in which the marketing strategies were also traditional. Of late, it is essential that the hotel organizations assign over riding priority to modem management in which customers are always supposed to be right.
The concept of hotel marketing confirms the alignment of marketing principles in the hotel business where customer's satisfaction is an important dimension. The application of marketing principles in hotel industry is consider essential with the motto of initiating qualitative improvements in the service and generating satisfaction so that the guests' expectations are entertained. The managerial proficiency is found difficult unless marketing practices become an integral part of hotel management. The customary
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marketing concept adopted in other industries is found effective even in the hotel industry. Marketing is considered to be a customer satisfaction engineering tool. Hotel management is a managerial approach to satisfy guests and strengthen the promotional measures so that the potential guests are motivated and thus transformed in to actual guests.
Publicity and promotion are found to be two important components helpful in making the marketing decisions. Promotional strategies are found effective in raising magnitude of sensitivity. Here the expectations of customers are based on intangible qualities like atmosphere and image. Before buying customers have certain expectations. It is significant that the potential customers get correct and time-honored information regarding the product.
In addition to the usual advertising and publicity, the promotional tools include folders, cards, price list and list of general and special items to be served. Thus, hotel marketing is a device to promote business, generate profits and satisfy customers. It is a managerial approach in which the magnitude of success is influenced by customer's satisfaction image projection is also an integral past of hotel marketing.
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Classification of a hotel:
The following are the types of hotels: 1. Residential hotel 2. Commercial hotel 3. Resort hotel 4. International hotel 5. Floating hotel
1. Residential hotels: The residential hotels work as apartment house, often called as apartment hotels. These charge rent on a monthly, half yearly or yearly basis. The accommodation may be
Furnished / unfurnished. These hotels are generally found located in big cities where no meals are served to the guests.
2. Commercial hotels: These are meant for the people who visit a place for commerce/business purposes and so these hotels are found located at the commercial or industrial centers. They usually focus their attention on individual travel and run by owners.
3. Resort hotels: The resort hotels are meant for the holidaymakers, tourists and for those who need a change in atmosphere mainly on health ground. These are found located near the sea, mountain and other areas having a natural beauty and healthy atmosphere.
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4. International hotels: These are the modem luxurious hotels, classified on the basis of international guidelines. These are placed in various star three star, two star, and one star. public companies where B.O.D is
categories five star deluxe, five star, These hotels are mostly owned by
constituted for its control. These are found suitable for metropolitan cities where affluent sections of the society and foreign tourists are government representative stay.
5. Floating hotels: The floating hotels are located on water surface. Places like sea, river or lake are considered suitable. For floating hotels, these provide almost facilities a good hotel provides. In developed countries, old luxury ships have been converted in to floating hotels.
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Hotel product:
In the hotel marketing, it is pertinent that we have a descriptive idea of the product/service offered by hotels. Following figures gives an idea of the products and services offered in a hotel.
Main products in a hotel:
Reception
- Welcome - Catering, Restaurant, Cafeteria - Room, bed, light, air, sanitation etc - TV/ VCR / VCP, Internet, dance, music, cultural shows, drama. Shopping arcade,
Boarding
Lodging Entertainment
organization of fair and exhibition. Medical Personal Communication - First aid / ambulance - Space - Telephone, newspaper, reservation,
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Hotel marketing in Indian Environment

The plantation of a western concept in Indian environment was made by British, which at the initial stage served their own purposes. The Taj Mahal hotel built by Jamshedji Nauroji Tata in Bombay in 1903 is the only exception since till dawn of independence all hotels in India were owned and operated by British or Swiss.
The hotel industry, particularly in the Indian context has often considered marketing a tantamount of sale. But the business terms, specially after the development of modem marketing concept, have classified both the terms just to avoid confusion. The task of the hotel marketers is to make the industry remunerate and to make available to the visitors the best possible services. This naturally aggravates the functional responsibility of a hotel manager of today. Today, he is expected to make an in-depth study of what the competitors are during, determining objectives and strategies, advertising a promise which is genuine and credible, keeping the promises simple and strengthening consumer oriented proposition and in formation system for monitoring of progress.
The aforesaid facts make it clear that in the Indian context, the application of marketing concept in hotel business is at the stage of infancy which necessitates handling of problems in proper perspective so that a strong foundation is engineered for its repaid development as industry, making available world-class services to its users. In Indian context, it is not only
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sufficient that we concentrate on classified hotels but also, attempt to improve the managerial proficiency of unclassified hotels as all the tourists or travelers are not in a position to afford the high pricing strategy of world class groups. With a viewpoint of promoting cosmetic tourism or social tourism, this aspect needs priority attention.
The main thing for development of hotel industry is to encourage tourism industry so that growing tourists influx raises the demand of hotels and increase occupational ratio. The governmental support in terms of making available the infrastructure facilities and offering tax holiday incentives to up coming hotels is required to be strengthened.
Despite, the number of constraints, the future prospects of hotel industry in India appears to be bright. Now it is upon the marketers to regulate the intensity of business. Marketers need to have a sound inform system regarding the need to the opening of new hotels, arrival of new competitors, new amenities/ facilities/infrastructures being offered, price charged else where etc, in order to satisfy their guests.
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CHAPTER 2
RESEARCH DESIGN
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INTRODUCTION
Hospitality or hotel industry forms a major part of the 'PURE SERVICES segment. Hotels have come to play a vital role, supporting the life styles of contemporary man - a keen and a compulsive traveler.
A hotel is a business enterprise having a building for accommodation that furnishes lodging and usually provides meals, beverages and personal services. It offers depending on its category, entertainment, and rooms for meetings, banquet halls, ballrooms, parlors, specialty stores, lounges, lobbies, cafes, bars and restaurant. To gain in-depth knowledge of customer perception towards services evaluated series wise in the hotel industry with special reference to the Le Meridien, Bangalore.
STATEMENT OF THE PROBLEM

The problem has been selected to know the customers perception room wise and series wise, the product quality that involve image, external look, price, food quality, availability of rooms, overall experience etc. Thus by knowing what customer expects in this hotel, the organization can change their service pattern.
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OBJECTIVES
The following are the objectives of this study: 1. To ascertain the quality of the room services provided in the hotel. 2. To assess the overall satisfaction level of the customer, series wise. 3. To ascertain which service is doing the best in a particular series.
SCOPE OF THE STUDY

The scope of the study is limited only to customers of Le Meridien, Bangalore who have used the rooms and its services being provided by the hotel.
METHODOLOGY
A disciplined study was undertaken to ascertain the customers perception towards room service at Le Meridien, Bangalore. For the purpose of the study a restricted, purposive sample survey method was used and primary data was obtained by distributing questionnaires to the customers who have availed the facility of room service in Le Meridien. The questionnaire consists of open-ended and close-ended questions. Data collected was compiled, collected and tabulated for analysis. Statistical tools were used for analysis and findings and conclusions were arrived at. Suitable suggestions were given based on findings and conclusions.
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SAMPLING PLAN
The information was obtained from 1100 consumers, as 100% occupancy was observed. The total population was interviewed. The consumers selected were those who used the room service facilities. This was done so that we could know the level of satisfaction of the consumers. The census method is adopted.
TOOLS OF DATA COLLECTION

Primary data is collected through administering schedules to the respondents. Secondary data was acquired through business and marketing magazines, internet, textbooks and internal sources of information like brochures of Le Meridien, Bangalore. The primary data was collected through the guest satisfaction tracking system cards, which forms the questionnaire. Fieldwork was conducted for 8 weeks in Le Meridien, Bangalore.
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LIMITATIONS
There were a few hurdles or constraints experienced while carrying out the study. They were as follows: 1. The respondents are mainly professional who could spare very less time for such kind of activities. The responses have a great extent of bias. 2. This study cannot be generalized to any other 5 star hotels in or outside Bangalore. 3. The study conducted is not representative of the entire population and represents only a limited section. 4. Since it is an academic project it is time bound and only finite samples could be administered.
PLAN OF ANALYSIS
A structured schedule was devised, relating to the objectives. Further, schedules were administered on the respondents. For the convenience of the study, basic statistical techniques such as drawing of percentages for generalization, use of graphs and charts for better pictorial understanding, drawing of tables for tabulation of the primary data was widely used. Finally data was analyzed and inferences were drawn.
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OVERVIEW OF CHAPTER SCHEME

Chapter 1: Introduction to hotel industry This chapter deals with introduction to marketing concepts, service industry, history of hotel industry and the marketing concepts of hotel industry in Indian environment.
Chapter 2: Research Design The chapter deals with the objectives of the study conducted and tell us about the scope of study, limitations, and the research area and research methodology.
Chapter 3: Profile of Le Meridien, Bangalore This chapter tells us about the profile of Le Meridien in terms of nature of business, product profile, and organization structure and staff pattern.
Chapter 4: Analysis of Consumer perception of the room services This chapter deals with the analysis and interpretation of data collected. The collected data has been analyzed and interpreted through tables and graphs.
Chapter 5: Summary of Findings, Conclusions and Recommendations This chapter contains the summary of the project and the information collected through the study and recommendations that have been given to improve the services.
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CHAPTER 3
PROFILE OF LE MERIDIEN
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LE MERIDIEN WORLDWIDE
Le Meridien is an award-winning hotel group with a portfolio of 130 luxury and upscale hotels (34,000 rooms) in 56 countries worldwide. The majority of its properties are located in the world's top cities and resorts throughout Europe, the Americas, Asia Pacific, Africa and the Middle East.
The company also enjoys a strategic alliance with JAL-owned Nikko Hotels, providing loyal guests access to an additional 44 properties around the world. Le Meridien Hotels and Resorts Limited is headquartered in London.
Some of the world's landmark hotels are included in Le Meridien's portfolio, including Hotel Eden, A Royal Meridien Hotel, Rome, Italy; Le Royal Meridien Bristol, Warsaw, Poland; Le Royal Meridien King Edward, Toronto, Canada; Dom Hotel, A Meridien Hotel, Cologne, Germany; Le Royal Meridien Excelsior Hotel Gallia, Milan, Italy; Le Meridien Budapest, Hungary; and Le Royal Meridien National, Moscow, Russia.
Le Meridien debuted its innovative Art + Tech design concept at several new hotels in 2003, including Le Meridien Minneapolis, Minnesota, USA; Le Royal Meridien Hamburg, Germany; Le Meridien Vienna, Austria; and Le Meridien Lingotto Art + Tech, Turin, Italy. Le Meridien also added new hotels in such destinations as Palm Springs, California, USA; The Hague, Netherlands; Jaipur, India; Kuwait and Mauritius.
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Le Meridien promises its hotel customers a hotel experience, delivered through its four core values, A sophisticated, elegant European style-with a French accent: La Difference. A high level of personal service, exciting cuisine and an extensive range of facilities for business, conferences/meetings, banqueting and leisure. A respect for the local culture. Highly trained and motivated staff, committed to providing excellent service and anticipating the needs of the guests.
MISSION STATEMENT
As a company Le Meridien firmly believes in the individual identity of their business.
Primary aim of Le Meridien is to: Operate profitable and sound business Provide customer satisfaction Seek market leadership Offer high quality services at appropriate price Recruit, train and develop talented people Recognize and award success and achievement
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VISION AND VALUES OF LE MERIDIEN

They are growth and result oriented whilst believing work should be fun. They aim for high quality of service. They welcome and promote change as an opportunity not a threat. They work to promote confidence in their ability to handle the future to both their staff and their customers. Their style is open with little emphasis of status of bureaucracy. They encourage and support new and creative ways of doing things. They stress both the benefits of teamwork and the ability of each individual to add values.
LE MERIDIEN BRAND VALUES

European with the French accent Respect for local culture Innovation Care and Attention
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LE MERIDIEN ART + TECH

Art + Tech Rooms at Le Meridien
At the heart of Meridians recently announced development programme is the introduction of a dramatically different style of hotel bedroom, the Art & Tech room, designed to offer today's increasingly sophisticated traveller the ultimate in innovative luxury.
Concept
The creation of a space that will not only provide luxury accommodation but an environment that will engage surprise and intrigue Le Meridien's guests.
Using a neutral backdrop, colour is used dramatically either in painted wall panels, soft furnishing or by the addition of coloured gels to light fittings.
Furniture is designed and detailed using a minimal palette of materials, pale maple, satin stainless steel and glass (clear, frosted and etched). Surfaces are kept clear wherever possible providing a minimalist, clutter-free feel.
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Art Backlit photographs, commissioned for Le Meridien, are set into sections of timber panelling and an inset showcase within the console table displays other elements of art within the room. These elements are designed specifically for each hotel, taking inspiration from the individual building, the locality or nearby galleries or museums and their collections. Being unique to each hotel site allows the concept to evolve and change and ensures that every hotel maintains its individuality. The headboard of the bed represents one of the strongest visual elements in the room, featuring an edge-lit handcrafted etched glass panel. Headboards are placed either back to the wall or into the room acting as a divider and providing a view of the room, which for smaller rooms gives a real sense of space.
Art + Tech The Art + Tech room concept is underpinned by the use of technology and meticulous detailing. The wall-mounted Phillips 42-inch plasma screen TV houses the inroom entertainment system providing video and music on demand, as well as hotel information (including on-line billing). High-speed Internet access is provided via the plasma screen, an ISDN line or "plug and play" modem point.
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Sleeping All rooms provide the ultimate sleep experience. Specially engineered beds and mattresses combined crisp white cotton duvets and a choice of feather or anti-allergic pillows are provided.
Bathroom The Art + Tech bathrooms are either shower rooms with freestanding shower tower incorporating shower and body jets with glass screens, or bathrooms where a large steel bath with a circular end allows a comfortable standing area for showering. In some rooms, where space allows, there are Victorian-style roll top baths with drencher rose and rain bars. An etched glass wash hand basin sits on a limestone top wash table to match the finish of the limestone flooring.
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LE MERIDIEN, BANGALORE
Address: Le Meridien Bangalore 28 Sankey Road P B No 174 Bangalore-560052 India Tel: + 91 80 22262323 / 22282828 Fax intl: (91 80) 22267676 / 22262050 Website: www.lemeridien.com
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LOCATION
Located in close proximity to the citys shopping and business centres, Le Meridien Bangalore overlooks the golf course. It offers a panoramic view of the Garden City. The hotel offers Le Royal Club and varied cuisine at a choice of restaurants.
Primary Airport - Bangalore Airport Distance from hotel - 12km Direction from hotel Southeast
TRANSPORTATION TO THE HOTEL

The average taxi fare from the airport to the hotel is USD 15.00 (+10% tax each way by car).
TRAVEL INFORMATION
Bangalore is situated in the southern central part of India, at a height of 3000 feet above sea level, and is known as India's Garden City as it is rich in parks and tree-lined avenues. Le Meridien Bangalore is situated on Sankey Road, a 20-minute drive from the airport.
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The hotel incorporates all the following amenities that you would expect in a Le Meridien hotel including:

24-hour Front desk and Concierge desk 24-hour travel desk/travel and tour desk Barber shop Beauty salon Bellman and porter Business center and secretarial service Car rental desk Chemist/Pharmacy Currency exchange Disabled ramp and wheelchair access Doctor on call Elevators Express check-in / check-out Florist Gift shop Newsstand Non-smoking rooms Nurse (on call) Outdoor and indoor parking Valet parking Health club, fitness center and outdoor swimming pool Laundry service Tour desk
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FEATURES
Le Meridien offers the following types of rooms to its customers; 1. Superior - all rooms were refurbished in 2001 and are available with either a king-size or twin beds. The bedrooms are very spacious, at approximately 32.52 square metres, and also have plenty of storage space. All rooms can accommodate an extra bed and are very popular with our family guests as they also interconnect to other Superior bedrooms. The bathroom features all the amenities, with a bathtub and shower, hairdryer and magnifying shaving mirror. Our bedrooms offer a golf course, pool or green view. All rooms have a high security electronic locking system with 'Dialock' facility. 2. Executive Suite - these suites are elegant and spacious, with an area of 46.46 square meters, accommodating separate seating and dining areas and a king-size bed. Ideal for both the business and leisure traveler, these suites are also well suited for families. 3. Royal Club Room - these bedrooms are on Le Royal Club Executive floor, with enhanced facilities. The entire floor is dedicated to meeting the exacting demands of our discerning business travelers, including a separate check-in area, express check-in and check-out facility, valet service and a dedicated business lounge for business as well as happy hour. The bathroom features enhanced amenities, with a bathtub and shower, hairdryer, magnifying shaving mirror and a Jacuzzi in some rooms.
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4. Royal Club Suite - elegant and spacious rooms, with an area of 46.46 square metres, accommodating separate seating and dining areas with all the features of Royal Club rooms. 5. Deluxe Suite - the Deluxe Suites comprise two elegant and spacious rooms, with an area of 85.5 square metres, and are tastefully furnished with a complimentary minibar. A few of these suites also have a kitchenette and a separate bar counter. The bathroom features enhanced amenities with a separate bathtub and walk-in shower
BUSINESS MATTERS
For all the business matters Le Meridien has an entire ground floor. Le Meridien Bangalore has a choice of six convention halls to choose from. Elegantly furnished and equipped with the latest state-of-the-art equipment is the business center, with its two very own boardrooms. With Le Meridien Business Class you get; Business Class Room Buffet Breakfast 20% discount off Business Centre services Free local calls Priority placement on the waiting list for early arrivals Late 3pm checkout
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Here in Le Meridien, it has the following types of Restaurants and Bars, they are mentioned below; La Brasserie - overlooking the translucent swimming pool is La Brasserie, the 24-hour multi cuisine restaurant that boasts an la carte and phenomenal buffet spread for breakfast, lunch and dinner. Insomnia - the citys nightclub. F-Bar & Lounge - Fashionable cocktail lounge. Leisure facilities around Le Meridien are;

Vidhana Soudha (Legislative Assembly) - 1 km Bull Temple - 9 km Lal Bagh Gardens - 6 km Banerghatta National Park - 22 km Sathyasaibaba Ashram - 27 km
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CHAPTER 4
ANALYSIS AND INTERPRETATION OF DATA
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THE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS ROOM SERVICES AT LE MERIDIEN, BANGALORE.

The information which was gathered in the process of conducting this study has been analyzed and suitable inferences have been drawn, which have been listed in this following chapter. Some of the variables analyzed are: Respondents Profile Purpose of the visit Frequency and length of visit The satisfaction level of all the attributes of room servicesseries wise
The tables have been drawn using basic statistical techniques such as drawing of percentages and use of graphs. The data which was collected from primary sources have been tabulated by adopting the method of single and bi-variant tables. After the tables have been tabulated, graphs have been drawn for better pictorial understanding.
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TABLE 1: SHOWING THE GENDER OF THE RESPONDENTS.
GENDER MALE
NO. OF RESPONDENTS 814 (74%) 286
FEMALE (26%) 1100 TOTAL (100%)
ANALYSIS:
The above table shows the number of male and female respondents. The male respondents constituted 74% of the respondents and the remaining 26% were female respondents.
INFERENCE:
From this table we can infer that majority of the respondents were males.
45
GRAPH 1: SHOWING THE GENDER OF THE RESPONDENTS.
80 70 60
Percentage
50 40 30 20 10 0 Male Female
NO.OF RESPONDENTS
Gender
46
TABLE 2: SHOWING PURPOSE OF VISIT OF THE RESPONDENTS.
PURPOSE OF VISIT BUSINESS
MALE 500 (61.40%) 189
FEMALE 88 (30.80%) 86
TOTAL 588
CONFERENCE (23.20%) 125 LEISURE (15.40%) 814 TOTAL (100%) (30.00%) 112
275
237 (39.10%) 286 (100%) 1100
ANALYSIS: The above table shows the purpose of visit of the male and female respondents. Most of the male respondents purpose of visit was business i.e. 61.40% and 23.20% of them was for conference and a very low percentage was for leisure, i.e. 15.40%. Majority of the female respondents purpose of t visit was leisure, i.e. 39.10% and 30% was for conference purpose and 30.80% was for business purpose.
47
INFERENCE:
From this we can infer that majority of the male respondents visit Le Meridien for business purposes and majority of the female respondents were there for relaxation.
48
GRAPH 2: SHOWING THE PURPOSE OF VISIT OF THE RESPONDENTS.
70
60
50
40
Percentage
30
Male Female
20
10
0 Business Conference Leisure
Purpose of Visit
49
TABLE 3: SHOWING THE REGULARITY OF VISIT OF THE RESPONDENTS. REGULARITY OF VISIT FIRST TIME (45.20%) 446 REPEATED (54.70%) 814 TOTAL (100%) ANALYSIS: (100%) (62.20%) 286 1100 (37.70%) 178 624
MALE 368
FEMALE 108
TOTAL
476
The above table shows the number of male respondents who were visiting the hotel for the first time which was very low 45.20%. The respondents who had visited repeatedly were 54.70% and the female respondents who were visiting the hotel for the first time was also very low, i.e.37.70% and who were visiting repeatedly was 62.20% from the total respondents.
INFERENCE:
From this we can infer that the percentage of respondents visiting the hotel repeatedly is high. Most of the respondents were from the corporate world and the companies sponsor them. Thus there was regularity in visits.
50
GRAPH 3: SHOWING THE REGULARITY OF VISIT OF THE RESPONDENTS.
70
60
50
Percentage
40
30
First Time Repeat
20
10
Male
Female
Gender
51
TABLE 4: SHOWING THE LENGTH OF THE VISIT OF THE RESPONDENTS.
LENGTH OF THE STAY
MALE 572
FEMALE 94
TOTAL
1 NIGHT (70.20%) 109 2-4 NIGHTS (13.30%) 133 5 OR MORE NIGHTS (16.30%) 814 TOTAL (100%) (l00%) (37.20%) 286 (30.00%) 106 (32.80%) 86
666
195
239
1100
ANALYSIS:
The above table shows the length of the stay of male and female respondents, in which the male respondents 70.20% of them have stayed for a night, which is very high percentage, 13.30% stayed for 2-4 nights and a very low percentage 16.30% stayed for more than 5 nights. The female respondents percentage is higher in the 5 or more nights comparatively.
52
INFERENCE:
From this we can infer that the male respondents stay was usually for 1 day as the purpose of visit was usually for business, and the female respondents stay was for more than 4-5 nights as the purpose of their visit was usually for leisure.
53
GRAPH 4: SHOWING THE LENGTH OF STAY OF THE RESPONDENTS.
80 70 60 50
Percentage
40 30 20 10 0 1 Night 2- 4 Nights 5 or more nights Male Female
Length of Visit
54
TABLE 5: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS RELATING TO VARIOUS ATTRIBUTES OF 11 SERIES ROOMS.
MALE
FEMALE
ATTRIBUT- SATISFA- NEUTRA DISSATISF TOTAL SATISFA- NEUTRAL DISSATISF- TOTAL CTION -L -ACTION CTION ACTION ES
DCOR OF ROOM QUALITY OF ROOM QUALITY OF HOUSEKEEP ING MAINTENAN CE IN-ROOM DINING APPEARANC E OF HOTEL VALUE FOR MONEY OVERALL SATISFACTI ON
63 (92.60%) 60 (88.20%) 62 (91.10%) 61 (89.70%) 59 (86.70%) 63 (92.60%) 62 (91.10%) 63 (92.60%)
3 (4.40%) 5 (7.30%) 4 (5.80%) 5 (7.30%) 6 (8.80%) 4 (5.80%) 5 (7.30%) 3 (4.40%)
2 (2.90%) 3 68 (4.40%) 2 (2.90%) 2 68 (2.90%) 3 68 (4.40%) 1 68 (1.40%) 1 68 (1.40%) 2 68 (2.90%) 68 68
28 (87.50%) 26 (81.20%) 27 (84.30%) 26 (81.20%) 23 (71.80%) 28 (87.50%) 25 (78.10%) 24 (75.00%)
3 (9.30%) 4 (1.20%) 3 (9.30%) 5 (1.50%) 6 (1.80%) 4 (1.20%) 4 (1.20%) 3 (1.50%)
1 (3.10%) 2 32 (6.20%) 2 (6.20%) 1 32 (3.10%) 3 32 (9.30%) 0 32 (0%) 3 32 (9.30%) 3 32 (9.30%) 32 32
55
ANALYSIS:
The above table shows the satisfaction, neutral and dissatisfaction level of the male and female respondents of various attributes of 11 series rooms. The satisfaction level of the male respondents relating to the decor of the room was relatively high, i.e. 92% than the female respondents was 87%. The dissatisfaction level was very low in both the cases. The satisfaction level relating to the quality of the room in the both the cases were 88% and 81 % respectively. The dissatisfaction level was very low, i.e. 4% and 60%. The satisfaction level of quality of housekeeping was relatively high 91% and the dissatisfaction level was relatively low 4%. The satisfaction level of the male and female respondents relating to overall satisfaction was high 92% and 75% respectively. This was low compared to the dissatisfaction level of 2% and 9% respectively.
INFERENCE:
From this we can infer that the satisfaction level of all the attributes was relatively high in all the 11 series. The satisfaction level of appearance of the hotel was the highest in male respondents and female respondents. The dissatisfaction level of male and female respondents was highest relating to in-room dinning.
56
GRAPH 5.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL RELATING TO VARIOUS ATTRIBUTES OF SERIES 11 ROOMS.
11 SERIES MALE
satisfaction neutral dissatisfaction
Overall satisfaction Value for money
Attributes
Appearance of hotel In-room dining Maintenance Quality of housekeeping Quality of room Dcor of room
0% 20% 40% 60% 80% 100%
Percentage
57
GRAPH 5.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL RELATING TO VARIOUS ATTRIBUTES OF SERIES 11 ROOMS.
11 SERIES FEMALE
Attributes
Appearance of hotel In-room dining Maintenance Quality of housekeeping Quality of room Decor of room
0% 20% 40% 60% 80% 100%
Percentage
58
TABLE 6: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF SERIES 12 ROOMS.
MALE ATTRIBUTE SATISFA NEUTRA DISSATISFA S

DCOR OF ROOM QUALTIY OF ROOM QUALITY OF HOUSEKEEP ING MAINTENAN CE
FEMALE TOTAL SATISFAC NEUTRA DISSATISFAC TION 9 83 (52.90%) 10 83 (58.83%) 12 83 (70.59%) 11 83 L 5 (29.41%) 3 (17.64%) 3 (17.64%) 4 TION 3 17 (17.64%) 4 17 (23.53%) 2 17 (11.76%) 2 17 (64.71 %) (23.53%) 8 83 (47.06%) 7 83 (41.18%) 8 83 (47.06%) 6 83 (35.29%) 4 (23.53%) 6 (35.29%) 3 (17.64%) 7 (41.18%) (11.76%) 5 17 (29.41%) 4 17 (23.53%) 4 17 (23.53%) 4 17 (23.53%) TOTAL
CTION 42
L 22
CTION 19 (22.89%) 17 (20.50%) 12 (14.50%) 9 (10.90%) 13 (15.70%) 8 (9.60%) 5 (6.02%) 15 (18.07%)
(50.60%) (26.51 %) 46 20
(54.42%) (24.09%) 54 17
(65.10%) (20.50%) 58 16
(69.90%) (19.30%) 49 21
IN-ROOM DINING APPEARANC
(59.00%) (25.30%) 62 13
E OF HOTEL (74.40%) (15.70%) VALUE FOR MONEY OVERALL SATISFACTI ON
56
22
(67.50%) (26.50%) 47 21
(56.70%) (25.30%)
59
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 12 series rooms. The satisfaction level of the decor of the room was 50%, which is comparatively low, and neutral was 26% and dissatisfaction was 22%. For the female respondents the satisfaction level of decor of room was 52%, 29.41 % was neutral and 17.65% was dissatisfaction. The satisfaction percentage of the quality of the room was 54.42%, neutral were 24.09% and 20.05% was dissatisfaction for the male respondents.58.83% was satisfaction, 29.41% neutral and 17.65% was dissatisfaction of the female respondents. The satisfaction level of housekeeping was low, which was 65.1% for the male respondents and for female respondents it was 70.59%. The satisfaction level of the male and female respondents for quality of housekeeping was low, and the service received for the value of money paid was low in both male and female respondents. Overall satisfaction had been very low for male respondents-56.7%, neutral-25.3% and 18.07% was dissatisfaction. For female respondents, the satisfaction level was 35.29%, 14.81% was neutral and 23.53% was dissatisfaction. INFERENCE:
From this we can infer that for the male respondents satisfaction level relating to the appearance of the hotel and for the female respondents the quality of housekeeping was the highest. The dissatisfaction level for the male respondents was decor of the room and for female respondents, quality of in-room dinning was the highest.
60
GRAPH 6.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 12 SERIES ROOMS.
12 SERIES MALE
Value for money
Attributes
In-room dining Quality of housekeeping Decor of room

0% 20% 40% 60% 80% 100%
Percentage
61
GRAPH 6.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 12 SERIES ROOMS.
12 SERIES FEMALE
Attributes
0%
20%
40%
60%
80%
100%
Percentage
62
TABLE 7: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 14 SERIES DOWN ROOMS.
MALE
FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISF TOTAL SATISFAC NEUTRA DISSATISFA TOTAL CTION L ACTION TION L CTION S 42
DCOR OF ROOM
18
14 74 (19.00%) 9 74 (12.10%) 10 74 (13.50%) 6 74 (8.10%) 5 74 (6.70%) 4 74 (5.40%) 4 74 (5.40%) 7 74 (9.50%)
10 (38.40%) 12 (46.10%) 14 (53.80%) 13 (50.00%) 21 (80.80%) 20 (76.90%) 23 (88.50%) 17 (65.45%)
8 (30.80%) 8 (30.80%) 7 (26.90%) 8 (30.80%) 4 (22.20%) 6 (23.10%) 2 (7.60%) 5 (19.20%)
8 26 (30.80%) 6 26 (23.10%) 5 26 (19.20%) 5 26 (19.20%) 2 26 (7.70%) 0 26 (0.00%) 1 26 (3.80%) 4 26 (63.20%)
(56.80%) (24.30%) 53 12
QUALITY OF ROOM (71.60%) (16.20%)
46 18 QUALITY OF HOUSEKEEP (62.10%) (24.30%) ING 54 14

MAINTENAN CE (73.00%) (19.00%) IN-ROOM DINING
62
(83.70%) (9.45%) 48 22 (9.70%) 6
APPEARANC E OF HOTEL (64.90%)
64
VALUE FOR MONEY
(86.40%) (8.10%)
48 19 OVERALL SATISFACTI (64.90%) (25.70%) ON
63
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 14 series down rooms. The satisfaction level of the decor of the room was 56.8%, which is low, neutral was 24.3% and dissatisfaction was 19%, which is relatively high. For the female respondents the satisfaction level of decor of room was 38.4%, which was very low, 30.8% was neutral and 30.8% was dissatisfaction, which was very high. The satisfaction percentage of the quality of the room was 71.6%, 16.2% was neutral and 12.1% dissatisfaction for the male respondents. For the female respondents 46.1% was satisfaction, 30.8% neutral and 23.1 % was dissatisfaction. The satisfaction level of housekeeping for the male respondents were 62.1% and for female respondents were 53.8% which was very low. The service received for the value of money paid was high in both male and female respondents. Overall satisfaction has been very low for male respondents which was 64.9%, 25.7% was neutral and 9.5% was dissatisfaction. For female respondents, the satisfaction level was 65.5%, 19.2% was neutral and 22.2% was dissatisfaction which was high comparatively.
INFERENCE:
From this we can infer that for the male and female respondents satisfaction level for the value for money was highest, and dissatisfaction level relating to the decor of room was the highest for male and female respondents.
64
GRAPH 7.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 14 SERIES DOWN ROOMS.
14 SERIES DOWN MALE
Attributes
0% 20% 40% 60% 80% 100%
Percentage
65
GRAPH 7.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 14 SERIES DOWN ROOMS.
14 SERIES DOWN FEMALE

Attributes
0%
20%
40%
60%
80%
100%
Percentage
66
TABLE 8: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 14 SERIES UP ROOMS.
MALE FEMALE ATTRIBUT SATISFACT NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA ES TOTAL TOTAL
ION L CTION ION L CTION DCOR OF ROOM
63 (68.40%) 84 (91.30%)
20 (21.70%) 6 (6.50%) 9 (9.70%) 20 (21.70%) 19 (20.70%) 14 (15.20%) 8 (8.69%) 7 (7.60%)
9 92 (9.70%) 2 92 (2.10%) 8 92 (9.80%) 11 92 (11.90%) 15 (16.30%) 16 92 (17.30%) 7 92 (7.60%) 5 92 (5.43%) 92
5 (62.50%) 4 (50.00%) 6 (75.00%) 7 (87.50%) 6 (75.00%) 5 (62.50%) 4 (50.00%) 6 (75.00%)
2 (25.00%) 2 (25.00%) 2 (25.00%) 1 (12.50%) 1 (12.50%) 2 (25.00%) 3 (37.50%) 1 (12.50%)
1 8 (12.50%) 2 8 (25.00%) 0 8 (0.00%) 0 8 (0.00%) 1 (12.50%) 1 8 (12.50%) 1 8 (12.50%) 1 8 (12.50%) 8
QUALITY OF ROOM
QUALITY 75 OF HOUSEKEE (81.50%) PING MAINTENA NCE (66.30%)
61
58
IN-ROOM DINING APPEARAN CE OF HOTEL VALUE FOR MONEY
(63.04%) 72 (78.30%) 77 (83.75%) 80
OVERALL SATISFACT (86.90%) ION
67
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 14 series up rooms. The satisfaction level of the decor of the room was 68.4%, which was low, neutral was 21.7% and dissatisfaction was 9.7%. For the female respondents the satisfaction level of decor of room was 62.5%, 25% was neutral and 12.5% was dissatisfaction. The satisfaction percentage of the quality of the room was 91.3%, which was high, 6.5% was neutral and 2.1% dissatisfaction for the male respondents was low. 50% satisfaction, 25% neutral and 25% dissatisfaction was high for female respondents. The satisfaction level of housekeeping for the male respondents were 81.5% and for female respondents were 75% which was high. Overall satisfaction has been very high for male respondents 86.9%, 7.6% was neutral and 5.43% was dissatisfaction. For female respondents, the satisfaction level was 75%, 12.5% was neutral and 12.5% was dissatisfaction.
INFERENCE:
From this we can infer that for the male respondents the satisfaction of quality of room and for female respondents the quality of maintenance was the highest. The dissatisfaction level for the male respondents for quality of in-room dinning and for the female respondents the value of money was the highest.
68
GRAPH 8.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 14 SERIES UP ROOMS.
14 SERIES UP MALE
Attributes
Appearance of hotel In-room dining Maintenance Quality of housekeeping Quality of room Decor of room 0% 20% 40% 60% 80% 100%
Percentage
69
GRAPH 8.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 14 SERIES UP ROOMS.
14 SERIES UP FEMALE
Overall satisfaction Value for money Appearance of hotel
Attributes
In-room dining Maintenance Quality of housekeeping Quality of room Decor of room 0% 20% 40% 60% 80% 100%
Percentage
70
MALE
FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISFA SATISFA NEUTRA DISSATISFA TOTAL TOTAL S CTION L CTION CTION L CTION
56 DCOR OF ROOM (80.00%) 8 (11.40%) 6 (8.50%) 7 (10.00%) 20 (28.50%) 19 (27.10%) 9 (12.80%) 10 (14.30%) 12 (17.14%) 6 (8.50%) 6 70 (8.50%) 2 70 (2.85%) 3 70 (4.20%) 2 70 (2.85%) 10 70 (58.50%) (14.30%) 7 70 (10.00%) 8 70 (74.20%) (11.40%) 7 70 (10.00%) 1 70 (90.00%) (1.42%) (63.30%) (26.70%) (10.00%) (60.00%) 19 (23.30%) 8 (16.70%) 3 30 (66.60%) 18 (20.00%) 7 (13.30%) 5 30 (53.30%) 20 (30.00%) 6 (16.70%) 4 30 (46.70%) 16 (26.70%) 9 (26.70%) 5 30 (70.00%) 14 (16.70%) 8 (13.30%) 8 30 (56.70%) 21 (23.30%) 5 (20.00%) 4 30 (40.00%) 17 (33.30%) 7 (26.70%) 6 30 (66.60%) 12 (16.70%) 10 (16.70%) 8 30 20 5 5 30
62 QUALITY OF ROOM (88.50%) 60 QUALITY OF HOUSEKEEP (85.70%) ING 48 MAINTENEN ANCE (68.50%) 41 IN-ROOM DINING
54 APPEARANC E OF HOTEL (77.10%) 52 VALUE FOR MONEY
51 RECOMMEN ADTION (72.80%) OVERALL SATISFACTI ON 63
71
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 15 series rooms. The satisfaction level of the decor of the room was 56%, which was low, neutral was 11.4% and dissatisfaction was 8.5%. For the female respondents the satisfaction level of decor of room was 66.6%, 16.7% was neutral and 16.7% was dissatisfaction. The satisfaction percentage of the quality of the room was 88.5%, which was high, 8.5% was neutral and 2.85% was dissatisfaction for the male respondents, which was low. 40% satisfaction, 33.3% neutral and 26.7% dissatisfaction was high for female respondents. The satisfaction level of housekeeping for the male respondents was 85.7% and for female respondents it was 56.7%, which was comparatively low. The quality of maintenance was average in both the cases. Overall satisfaction for male respondents was 90%, 8.5% was neutral and 1.42% was dissatisfaction. For female respondents, the satisfaction level was 63.3%, 26.7% was neutral and 3% was dissatisfaction.
INFERENCE:
From this we can infer that for the male respondents the overall satisfaction was the highest and for female respondents the quality of maintenance was the highest. The dissatisfaction level for male respondents was value of money paid and for female respondents the quality of room was the highest.
72
15 SERIES UP MALE
satisfaction neutral dissatisfaction Overall satisfaction
Value for money
Attributes
In-room dining
Quality of housekeeping
Decor of room
0%
20%
40%
60%
80%
100%
Percentage
73
15 SERIES UP FEMALE
Overall satisfaction Recommendation Value for money
Attributes
Percentage
74
TABLE 10: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 16 SERIES DOWN ROOMS
MALE
FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA TOTAL TOTAL S CTION L CTION ION L CTION
DCOR OF ROOM
65
7 79 (8.80%) 2 (2.50%) 2 (2.50%) 5 79 (6.30%) 6 79 (7.50%) 7 79 (8.80%) 6 (7.50%) 4 79 (5.10%) 5 79 (6.30%) 79 79 79
18 (85.70%) 16 (76.10%) 12 (57.10%) 14 (66.60%) 17 (80.90%) 16 (76.10%) 13 (61.90%) 19 (90.50%) 18 (85.70%)
3 (14.20%) 3 (14.20%) 5 (23.80%) 5 (23.80%) 3 (14.20%) 4 (19.00%) 5 (23.80%) 2 (9.50%) 2 (9.50%)
0 21 (0.00%) 2 (9.50%) 4 (19.00%) 2 21 (9.50%) 1 21 (4.70%) 1 21 (4.70%) 3 (14.20%) 0 21 (0.00%) 1 21 (4.70%) 21 21 21
(82.20%) (8.80%) 72 5 (6.30%) 3 (3.70%) 6 (7.50%) 6 (7.50%) 9
QUALITY OF ROOM (91.10%)
74 QUALITY OF HOUSEKEEP (93.60%) ING

MAINTENEN CE (86.10%)
68
67
IN-ROOM DINING (84.80%)
APPEARANC E OF HOTEL (79.70%) (11.30%) VALUE FOR MONEY
63
64 (81%) 70
9 (11.30%) 5 (6.30%) 5 (6.30%)
RECOMMEA NDATION (88.60%)
69 OVERALL SATISFACTI (87.30%) ON
75
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 16 series down rooms. The satisfaction level of male respondents for decor of room was 82.2%, which was high, 85.7% was for female respondents which was also high, and the dissatisfaction level was nil. The satisfaction level of quality of room was 91%, for female respondents it was 76.1 % which was also high. The male respondents were satisfied with the quality of housekeeping but for female respondents it was comparatively low. The satisfaction level of quality of maintenance and quality of in-room dinning of male respondents was relatively high but for female respondents the quality of maintenance was low and the in-room dinning was almost the same. Satisfaction level of appearance of hotel for male respondents was 79.7% and for female respondents it was 76.1%, which was good. The services received for the value of money paid was satisfactory in both the cases. The overall satisfaction level for male respondents was 87.3% and for female respondents it was 85.7% which was high in both the cases.
INFERENCE:
From this we can infer that the male respondents, satisfaction level relating to the quality of housekeeping and for female respondents the decor of the room was the highest. The dissatisfaction level of quality of maintenance was high in both the cases.
76
GRAPH 10.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 16 SERIES DOWN ROOMS. 16 SERIES DOWN MALE
Attributes
Percentage
77
GRAPH 10.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 16 SERIES DOWN ROOMS.
16 SERIES DOWN FEMALE
Attributes
Percentage
78
TABLE 11: SHOWING THE SATISFACTION LEVEL OF THE MALE AND FEMALE RESPONDENTS 0F THE A TTRIB UTES OF 16 SERIES UP ROOMS
MALE FEMALE ATTRIBUTE SATISFACT NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA S TOTAL TOTAL
ION L CTION ION L CTION
52
DCOR OF ROOM
8 (11.90%) 10 (14.90%) 2 (2.98%) 11 (16.40%) 8 (11.90%) 5 (7.46%) 7 (10.40%) 6 (8.90%) 5 (7.50%)
7 67 (10.40%) 9 67 (13.40%) 2 67 (2.98%) 10 67 (14.90%) 5 67 (7.50%) 2 67 (2.98%) 7 67 (10.40%) 5 (7.50%) 5 67 (7.50%) 67
25 (75.70%) 18 (54.50%) 21 (63.60%) 24 (72.70%) 28 (84.80%) 20 (60.60%) 19 (57.50%) 23 (69.60%) 27 (81.80%)
4 (12.10%) 8 (24.20%) 6 (18.10%) 5 (15.15%) 3 (9.09%) 7 (21.20%) 9 (27.20%) 5 (15.15%) 4 (12.10%)
4 33 (12.10%) 7 33 (21.10%) 6 33 (18.10%) 4 33 (12.10%) 2 33 (6.06%) 6 33 (18.10%) 5 33 (15.15%) 5 (15.15%) 2 33 (6.06%) 33
(77.60%) 48 (71.60%) 63 (94.00%) 46
QUALITY OF ROOM QUALITY OF HOUSEKEEP ING MAINTENEN CE
(68.60%) 54 (80.50%) 60 (89.50%) 53
IN-ROOM DINING
APPEARANC E OF HOTEL
VALUE FOR MONEY
(79.10%) 56
RECOMMEN DATION OVERALL SATISFACTI ON
(83.50%) 57 (85.00%)
79
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 16 series up rooms. The satisfaction level of decor of room was 77.6% for male respondents and 75.7% for female respondents. The satisfaction level of quality of room was 71.6% for male respondents and for females it was 54.5% which was low comparatively. The satisfaction level of quality of housekeeping of male respondents was 94% and for female respondents it was 63.3% which was comparatively very low. The dissatisfaction was 18.1 % which was high in this case. The dissatisfaction level of maintenance was high in male respondents 14.9% and for female respondents was 72.7%. The in-room dinning in both the cases was high i.e. 80.5% and 84.8% respectively. The overall satisfaction for male respondents was 85% and for female respondents it was 81.8%, which was high in both the cases.
INFERENCE:
From this we can infer that the satisfaction level of male respondents relating to the appearance of hotel and female respondents relating to the quality of in-room dinning was the highest. The dissatisfaction level of male respondents in quality of maintenance and for female respondents the quality of room was the highest.
80
GRAPH 11.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 16 SERIES UP ROOMS. 16 SERIES UP MALE
Attributes
Percentage
81
GRAPH 11.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 16 SERIES UP ROOMS. 16 SERIES UP FEMALE
Attributes
Percentage
82
MALE ATTRIBUTE SATISFA NEUTRA DISSATISFA S CTION L CTION

DCOR OF ROOM TOTAL
FEMALE
SATISFA NEUTRA DISSATISFA CTION L CTION TOTAL
58 (90.60%) 60
4 (6.20%) 4 (6.20%) 4 (6.20%) 7
2 64 (3.10%) 0 64 (0%) 1 64 (1.50%) 3 64 (4.60%) 4 64 (6.20%) 6 64 (9.30%) 3 64 (4.60%) 6 (9.30%) 2 64 (3.10%) 64
26 (83.80%) 20
3 (9.60%) 7
2 31 (6.50%) 4 31 (12.90%) 3 31 (9.60% 5 31 (16.10%) 5 31 (16.10%) 2 31 (6.50%) 3 31 (9.60%) 6 (19.30%) 4 31 (12.90%) 31
(64.50%) (22.50%) 24 4
59 QUALITY OF HOUSEKEEP (92.10%) ING 54
(77.40%) (12.90%) 19 7
MAINTENEN ANCE (84.30%) (10.90%)
(61.20%) (22.50%) 18 8
53
IN-ROOM DINING
(82.80%) (10.90%) 50 8
(58.06%) (25.80%) 24 5
APPEARANC E OF HOTEL (78.10%) (12.50%) VALUE FOR MONEY
(77.40%) (16.10%) 20 8
53
(82.80%) (12.50%) 51 7
(64.50%) (25.80%) 16 12
RECOMMEN DATION (69.60%) (10.90%)
(51.60%) (38.70%) 24 6
5 (7.80%)
(77.40%) (19.30%)
83
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 17 series down rooms. The satisfaction level of male respondents relating to the quality of room was 90.6% and for female respondents it was 83.8%, which was very high. Satisfaction level of male respondent for quality of room was 93.7% and dissatisfaction level was nil. For female respondents the dissatisfaction level had been high 12.9% and quality of housekeeping was also high. It was 92.1% for male respondents and for female respondents it was 77.4% and 12.9% were neutral. The quality of housekeeping for male respondents was 92.1%, which was relatively high compared to female respondents. The dissatisfaction level had been high, which was 16.1%. The satisfaction level of male respondents for quality of in-room dinning had also been high which was 82.8% and was low for female respondents at 58.06%. The satisfaction level for the appearance of the hotel was the same in both the cases. The overall satisfaction for male respondents was 89.06% and for females it was 77.4%. INFERENCE:
From this we can infer that the satisfaction level of male respondents relating to quality of room and for female respondents relating to the decor of room was the highest. The dissatisfaction was high relating to the appearance of hotel in both the cases.
84
GRAPH 12.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 17 SERIES DOWN ROOMS. 17 SERIES DOWN MALE
Attributes
Percentage
85
GRAPH 12.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 17 SERIES DOWN ROOMS. 17 SERIES DOWN FEMALE
Attributes
Percentage
86
MALE ATTRIBUTE SATISFACT NEUTRA DISSATISFA S
ION 68 DCOR OF ROOM (94.40%) 64 QUALITY OF ROOM QUALITY OF HOUSEKEEP ING MAINENANC E IN-ROOM DINING APPEARANC E OF HOTEL VALUE FOR MONEY (88.80%) 67 (93.10%) 58 (80.50%) 60 (83.30%) 65 (90.27%) 64 (88.80%) 68 (94.40%) 67 (93.10%) L 3 (4.16%) 5 (6.94%) 3 (4.16%) 8 (11.10%) 6 (8.30%) 6 (8.30%) 4 (5.50%) 2 (2.70%) 3 (4.16%) CTION 1 (1.38%) 3 72 (4.16%) 2 72 (2.70%) 6 (8.30%) 6 72 (8.30%) 1 (1.30%) 4 72 (5.50%) 2 72 (2.70%) 2 72 (2.70%) (60.70%) (25.00%) (14.20%) (82.10%) 17 (10.70%) 7 (7.10%) 4 28 (57.10%) 23 (25.00%) 3 (17.80%) 2 28 72 (71.40%) 18 (64.20%) 16 (21.40%) 5 (17.80%) 7 (7.10%) 5 (17.80%) 5 28 28 72 (75.00%) 19 (67.80%) 20 (17.80%) 5 (17.80%) 6 (7.10%) 4 (14.20%) 2 28 28 (96.40%) 21 (3.50%) 5 (0.00%) 2 28
FEMALE
TOTAL 72 SATISFACT NEUTRA DISSATISFA TOTAL ION L CTION 24 2 2 28 (85.70%) (7.10%) (7.10%) 27 1 0 28
RECOMMEA NDATION OVERALL SATISFACTI ON
87
ANALYSIS: The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 17 series up rooms. The satisfaction level of male respondents of decor of the rooms was 94.4% and the female respondents were 85.7%, which was high in both the cases. The quality of rooms for male respondents was 88.8% and for female it was 96.4% which was also very high. The dissatisfaction level was also nil in this case. The male respondents quality of housekeeping was 93.1% and for females it was 75%, 17.8% was neutral and 7.1% was dissatisfaction. The maintenance for female respondents was 67.8%. The dissatisfaction was very high, which was 14.2%. The in-room dinning of male respondents was 83.3%, 8.3% was neutral and 8.3% was dissatisfaction. For female respondents satisfaction level was 71.4%, 21.4% was neutral and 7.1% was dissatisfaction. The satisfaction level of male respondents relating to appearance of hotel was 90.27%, which was very high, and 1.3% was dissatisfaction, which was very low. The female respondents satisfaction percentage was 64.2%, 17.8% was neutral and 17.8% was dissatisfaction. The value for money paid in both the cases was high. The overall satisfaction for male respondents was 93.1% and for female respondents it was 60.7%and dissatisfaction was 14.2%. INFERENCE: From this we can infer that the satisfaction percentage of male respondents in decor of room and female respondents in quality of room was highest. The dissatisfaction level of quality of maintenance was highest in both the cases.
88
17 SERIES UP MALE
Attributes
Percentage
89
17 SERIES UP FEMALE
Overall satisfaction Recommendation
Attributes
Value for money Appearance of hotel In-room dining Maintenance Quality of housekeeping Quality of room Decor of room 0% 20% 40% 60% 80% 100%
Percentage
90
MALE ATTRIBUTE SATISFAC NEUTRA DISSATISFA S
DCOR OF ROOM QUALITY OF ROOM QUALTIY OF HOUSEKEEPI NG MAINTENAN CE IN-ROOM DINING APPEARANC E OF HOTEL VALUE FOR MONEY REOMMEND ATION OVERALL SATISFACTIO N TION L CTION TOTAL SATISFACT ION
FEMALE
NEUTRAL DISSATISFA CTION TOTAL
65 (85.50%) 60
6 (7.89%) 11
5 76 (6.57%) 5 76 (6.57%) 8 76 (10.50%) 2 76 (2.63%) 1 76 (1.30%) 5 76 (6.57%) 3 76 (3.90%) 7 76 (9.21 %) 5 76 (6.50%)
20 (83.30%) 21 (87.00%) 18 (75.00%) 16 (66.70%) 17 (70.80%) 15 (62.50%) 13 (54.10%) 14 (58.30%) 22 (91.70%)
3 (12.50%) 2 (8.30%) 4 (16.70%) 6 (25.00%) 5 (20.80%) 6 (25.00%) 7 (29.10%) 8 (33.30%) 2 (8.30%)
1 24 (4.10%) 1 24 (4.10%) 2 24 (8.30%) 2 24 (8.30%) 2 24 (8.30%) 3 24 (12.50%) 4 24 (16.70%) 2 24 (8.30%) 0 24 (0.00%)
(78.90%) (14.40%) 58 10
(76.31%) (13.15%) 70 (92.10%) 69 (90.70%) 56 4 (5.26%) 6 (7.89%) 15
(73.60%) (19.70%) 54 19
(71.10%) (25.00%) 61 8
(80.30%) (10.50%) 57 (75%) 14 (18.40%)
91
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 18 series down rooms. The satisfaction level of male respondents of decor of room was 85.5%, 7.89% was neutral and 6.57% was dissatisfaction. The female respondents satisfaction level was 83.3%, 12.5% was neutral and 4.1% was dissatisfaction. The satisfaction level of quality of room of male respondents was 78.9% and for females it was high in both the cases. The satisfaction level of quality of housekeeping of male respondents was 76.31%, 13.15% neutral, which was high. For female respondents it was 75% satisfaction, 16.7% was neutral, which was high, and 8.3% dissatisfaction. Satisfaction level of male respondents of quality of maintenance was highest i.e. 92.7% but for female respondents it was 66.7% and 25% was neutral which was a very high percentage. The dissatisfaction level of appearance of hotel of female respondents was high at 12.5% for and male respondents it was 6.57%. The overall satisfaction level of male respondents was 75% which was low and 18.4% was neutral. For female respondents, satisfaction percentage was 91. 7% and dissatisfaction was nil. INFERENCE:
From this we can infer that satisfaction level of male respondents in quality of maintenance and the female respondents in overall satisfaction was the highest. The dissatisfaction level of male respondents in quality of housekeeping and female respondents in appearance of hotel was the highest.
92
GRAPH 14.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 18 SERIES DOWN ROOMS.
18 SERIES DOWN MALE

Attributes
Percentage
93
GRAPH 14.2: SHOWING THE FEMALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 18 SERIES DOWN ROOMS. 18 SERIES DOWN FEMALE
Attributes
Percentage
94
MALE ATTRIBUTE SATISFA NEUTRAL DISSATISFA S CTION CTION 60

DCOR OF ROOM TOTAL
FEMALE
SATISFA NEUTR DISSATISFA CTION AL CTION TOTAL
2 64 (3.10%) 1 64 (1.50%) 0 64 (0.00%) 4 64 (6.20%) 6 64 (9.30%) 5 64 (7.80%) 2 64 (3.10%) 1 64 (1.50%) 2 64 (3.10%)
33
1 36 (2.70%) 2 36 (5.50%) 3 36 (8.30%) 2 36 (5.50%) 5 36 (13.80%) 8 36 (22.20%) 0 36 (0.00%) 4 36 (11.10%) 4 36 (11.10%)
(93.70%) (3.10%) 61 3 (4.60%) 1 (1.50%) 5 (7.80%) 7
(91.70%) (5.50%) 31 3
(86.10%) (8.30%) 29 4
63 QUALITY OF HOUSEKEEP (98.40%) ING 55

MAINTENAN CE (85.90%)
(80.50%) (11.10%) 31 3
(86.10%) (8.30%) 23 8
51
IN-ROOM DINING
(79.60%) (10.90%) 49 10
(63.80%) (22.20%) 19 (52.70%) 30 9 (25%) 6
APPEARANC E OF HOTEL (76.50%) (15.60%)
56
VALUE FOR MONEY
(87.50%) (9.30%) 59 4 (6.20%) 5 (7.80%)
(83.30%) (16.60%) 27 5
RECOMMEN DATION (92.10%)
(75.00%) (13.80%) 22 10
(61.10%) (27.70%)
95
ANALYSIS:
The above table shows the satisfaction, neutral, and dissatisfaction level of the male and female respondents of the attributes of 18 series up rooms. The satisfaction level of the decor of the room was 93.7%, neutral was 3.1% and dissatisfaction was 3.1%. For the female respondents the satisfaction level of decor of room was 91.7%, which was very high, 5.5% was neutral and 2.7% was dissatisfaction. The satisfaction percentage of the quality of the room was 95.3%, 4.6% was neutral and 1.5% was dissatisfaction for the male respondents. 86.9% was satisfaction, 8.3% was neutral and 5.5% was dissatisfaction, which was low for the female respondents. The satisfaction level of housekeeping for the male respondents was 98.4% and for female respondents it was 80.5%, which was very high. The service received for the value of money paid was high in both male and female respondents. Overall satisfaction had been high for male respondents at 89%, 7.8% was neutral and 3.1% was dissatisfaction. For female respondents, the satisfaction level was 61.1%, 27.7% was neutral and 11.1% was dissatisfaction, which was high comparatively.
INFERENCE:
From this we can infer that for the male and female respondents, satisfaction level of quality of housekeeping and decor of room was highest. Dissatisfaction level for quality of in-room dinning was the highest for male and appearance of hotel was the highest for female respondents.
96
GRAPH 15.1: SHOWING THE MALE RESPONDENTS SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES OF 18 SERIES UP ROOMS. 18 SERIES UP MALE
Attributes
Percentage
97
18 SERIES UP FEMALE
Attributes
Percentage
98
CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSION AND SUGGESTIONS
99
INTRODUCTION
This chapter consists of the summary of all the findings got through tabulating the tables and drawing the graphs, the conclusion arrived at and the suggestions or recommendations given. This chapter tries to give a summary of all the findings and conclusion.
The conclusion is based upon the objectives of the study. The customer satisfaction towards room service of Le Meridien, Bangalore is tried to be understood from the tables and is put down in words in this chapter. This chapter also includes the findings regarding the overall satisfaction experienced by customers and the service which is doing best.
Based on all the findings got from the tables, the conclusion is drawn upon and suitable recommendations or suggestions are given which is compile din this chapter. The findings and conclusion is arrived upon based on the analysis of the tables which is given in the previous chapter.
100
SUMMARY OF FINDINGS
Service supremacy can be achieved only through an in depth knowledge of the customer perception of the industry. A study was conducted to evaluate the consumer perception of the services provided in hotel industry with reference to Le Meridien, Bangalore. The summary of findings can be stated based on the study as follows:
1. The majority of the respondents are males and they are from the corporate sector.
2. Majority of the male respondents visit Le Meridien for business purposes and majority of the female respondents visit for leisure purposes.
3. The percentage of respondents visiting the hotel repeatedly is high. Most of the respondents are from the corporate world and the companies sponsor them, thus the respondents have visited the hotel repeatedly.
4. The male respondents stay is usually for 1 day as the purpose of visit is usually for business, while the female respondents for more than 45 nights as the purpose of their visit are usually for leisure.
101
5. The satisfaction level of all the attributes is relatively high in 11 series rooms. The satisfaction level of appearance of the hotel is the highest in male and female respondents. The dissatisfaction level of male and female respondents is highest in the in-room dinning.
6. In 12 series rooms, the male respondents satisfaction level relating to the appearance of the hotel and for the female respondents the quality of housekeeping is the highest. The dissatisfaction level for the male respondents is decor of the room and for female respondents quality of in-room dinning is the highest.
7. In 14 series down rooms the male and female respondents satisfaction level for the value for money is highest. Dissatisfaction level for the decor of room is the highest for male and female respondents.
8. In 14 series up rooms, male respondents satisfaction of quality of room and female respondents quality of maintenance is the highest. The dissatisfaction level for the male respondents for quality of inroom dinning and for female respondents the value of money is the highest.
9. In 15 series rooms the male respondents overall satisfaction is the highest and for female respondents the quality of maintenance is the highest. The dissatisfaction level for male respondents is value of money paid and for female respondents the quality of room is highest.
102
10. In 16 series down rooms the male respondents satisfaction level for quality of housekeeping and for female respondents the decor of the room is the highest. The dissatisfaction level of quality of maintenance is high in both the cases.
11. In the 16 series up rooms, the satisfaction level of male respondents in appearance of hotel and female respondents in quality of in-room dinning is the highest. The dissatisfaction level, of male respondents in quality of maintenance and for female respondents the quality of room is the highest.
12. In the 17 series down rooms, the satisfaction level of male respondents is quality of room and for female respondents the decor of room is highest. The dissatisfaction is high in appearance of hotel in both the cases.
13. In the 17 series up rooms, the satisfaction percentage of male respondents in decor of room and female respondents in quality of room is highest. The dissatisfaction level of quality of maintenance is highest in both the case.
14. In the 18 series down rooms, the satisfaction level of male respondents in quality of maintenance and the female respondents in overall satisfaction is the highest. The dissatisfaction level of male respondents in quality of housekeeping and female respondents in appearance of hotel is the highest.
103
15. In the 18 series up rooms, the male and female respondents satisfaction level of quality of housekeeping and decor of room is highest. The dissatisfaction level for quality of in-room dinning is the highest for male respondents and appearance of hotel is the highest for female respondents.
104
CONCLUSION
A hotel, where the product is already designed and fixed, the prices cannot be changed often and the distribution is limited to selected outlets. It is the marketing communication which is the most significant component of the marketing activity of any hotel organization.
Although the various marketing communication activities are under taken separately, it is necessary to take an interrelated approach, so that messages being conveyed through personal selling, advertising, sales promotion, and public relations are not across purposes.
In the ultimate analysis, the marketing communication effort generates a conviction and confidence whether the hotel is patronizing or not. It is therefore, difficult to assess a marketing communication program in terms of sales revenue, especially in these days of competition, almost static tourist traffic due to a variety of factors and escalating costs.
105
SUGGESTIONS
The following recommendations or suggestions can be given based upon the previously mentioned findings and conclusion:
1. In the 11 series rooms the dissatisfaction level is high, as the 11 series rooms are very old. Only the interiors can be changed as it is a heritage property.
2. Since dissatisfaction is expressed regarding the value for money paid, the hotel can tie up with various travel agents to promote itself and different corporate fares can be used to attract male customers. Different holiday packages can also be availed by families or female customers.
3. Since the main kitchen is little far from the 11 series rooms, the food gets cold by the time it is served. To avoid this, the hotel can have a small pantry where they can heat food before serving it.
4. The quality of maintenance has to be checked in the 17 series rooms as the dissatisfaction level is high there. The staff can be trained for better performance to overcome this problem.
106
ANNEXURE
107
BIBLIOGRAPHY AND REFERENCES

The World Wide Web was used to retrieve information from the following sites: www.lemeridien.com www.lemeridien-bangalore.com
REFERENCES:
Le Meridien Human Resources Manual Brochures Forms and Formats
BOOKS REFERRED:
1. Philip Kotler, Marketing Management, Tenth Edition, Prentice Hall of India Pvt. Ltd., New Delhi, 2001. 2. R.S.N. Pillai, Bagavathi, Modern Marketing, Second Edition, S.Chand & Co. Ltd., New Delhi, 1987. 3. Kothari, Research Methodology, Wiley Eastern Limited, New Delhi, 1990. 4. Christopher Lovelock, Service Marketing, Fourth Edition, Pearson Education Pvt. Ltd., 2002.
108
LE MERIDIEN, BANGALORE
QUESTIONNAIRE
1. NAME :
2. ADDRESS :
3. ROOM NO. :
4. GENDER :
5. PURPOSE OF VISIT : (Please tick one)
Business Conference 6. REGULARITY OF VISIT : First time
Leisure Personal
Repeat
7. LENGTH OF STAY : 1 Night 5 or more nights 2-4 nights
109
8. PLEASE RATE THE FOLLOWING:
Excellent
i. Dcor of the room ii. Quality of room iii. Quality of housekeeping iv. Quality of maintenance v. Quality of in-room dining vi. Appearance of the hotel vii. Value of money viii. Your recommendation ix. Overall satisfaction
Average
Fair
9. ANY FURTHER SUGGESTIONS?
110

Project On Consumer Satisfaction

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Project On Consumer Satisfaction

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A PROJECT REPORT ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS ROOM SERVICE AT LE MERIDIEN, BANGALORE.

Place: Bangalore Date:

(Mr. Ramgopal) Guide M.P. Birla Institute of Management

Place: Bangalore Date:

(Dr.Nagesh.S.Malavalli) Principal M.P.Birla Institute of Management

Place: Bangalore Date: (Shruthi Srinivas)

INTRODUCTION TO HOTEL INDUSTRY

INTRODUCTION TO CONSUMER BEHAVIOR

Occupations Objects Objectives Organization Operation Occasion Outlets

Buyer Decision Process

BUYER BEHAVIOR PATTERNS

2. Communication of distinctive corporate identity is s major means of achieving a unique positioning.

Hotel: The concept and Marketing

accommodations can be made.

Main products in a hotel:

Hotel marketing in Indian Environment

STATEMENT OF THE PROBLEM

SCOPE OF THE STUDY

TOOLS OF DATA COLLECTION

OVERVIEW OF CHAPTER SCHEME

VISION AND VALUES OF LE MERIDIEN

LE MERIDIEN BRAND VALUES

LE MERIDIEN ART + TECH

TRANSPORTATION TO THE HOTEL

ANALYSIS AND INTERPRETATION OF DATA

THE ANALYSIS OF CUSTOMER SATISFACTION TOWARDS ROOM SERVICES AT LE MERIDIEN, BANGALORE.

TABLE 1: SHOWING THE GENDER OF THE RESPONDENTS.

NO. OF RESPONDENTS 814 (74%) 286

FEMALE (26%) 1100 TOTAL (100%)

GRAPH 1: SHOWING THE GENDER OF THE RESPONDENTS.

TABLE 2: SHOWING PURPOSE OF VISIT OF THE RESPONDENTS.

PURPOSE OF VISIT BUSINESS

MALE 500 (61.40%) 189

237 (39.10%) 286 (100%) 1100

GRAPH 2: SHOWING THE PURPOSE OF VISIT OF THE RESPONDENTS.

0 Business Conference Leisure

GRAPH 3: SHOWING THE REGULARITY OF VISIT OF THE RESPONDENTS.

First Time Repeat

TABLE 4: SHOWING THE LENGTH OF THE VISIT OF THE RESPONDENTS.

LENGTH OF THE STAY

GRAPH 4: SHOWING THE LENGTH OF STAY OF THE RESPONDENTS.

40 30 20 10 0 1 Night 2- 4 Nights 5 or more nights Male Female

63 (92.60%) 60 (88.20%) 62 (91.10%) 61 (89.70%) 59 (86.70%) 63 (92.60%) 62 (91.10%) 63 (92.60%)

3 (4.40%) 5 (7.30%) 4 (5.80%) 5 (7.30%) 6 (8.80%) 4 (5.80%) 5 (7.30%) 3 (4.40%)

2 (2.90%) 3 68 (4.40%) 2 (2.90%) 2 68 (2.90%) 3 68 (4.40%) 1 68 (1.40%) 1 68 (1.40%) 2 68 (2.90%) 68 68

28 (87.50%) 26 (81.20%) 27 (84.30%) 26 (81.20%) 23 (71.80%) 28 (87.50%) 25 (78.10%) 24 (75.00%)

3 (9.30%) 4 (1.20%) 3 (9.30%) 5 (1.50%) 6 (1.80%) 4 (1.20%) 4 (1.20%) 3 (1.50%)

1 (3.10%) 2 32 (6.20%) 2 (6.20%) 1 32 (3.10%) 3 32 (9.30%) 0 32 (0%) 3 32 (9.30%) 3 32 (9.30%) 32 32

satisfaction neutral dissatisfaction

Overall satisfaction Value for money

0% 20% 40% 60% 80% 100%

satisfaction neutral dissatisfaction

Overall satisfaction Value for money

MALE ATTRIBUTE SATISFA NEUTRA DISSATISFA S

CTION 19 (22.89%) 17 (20.50%) 12 (14.50%) 9 (10.90%) 13 (15.70%) 8 (9.60%) 5 (6.02%) 15 (18.07%)

IN-ROOM DINING APPEARANC

E OF HOTEL (74.40%) (15.70%) VALUE FOR MONEY OVERALL SATISFACTI ON

Value for money

In-room dining Quality of housekeeping Decor of room

Overall satisfaction Value for money

14 74 (19.00%) 9 74 (12.10%) 10 74 (13.50%) 6 74 (8.10%) 5 74 (6.70%) 4 74 (5.40%) 4 74 (5.40%) 7 74 (9.50%)

10 (38.40%) 12 (46.10%) 14 (53.80%) 13 (50.00%) 21 (80.80%) 20 (76.90%) 23 (88.50%) 17 (65.45%)