Project On Consumer Satisfaction PDF

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.
1
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)
2
GUIDE’S 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 2004-
2006.
Place: Bangalore
Date:
(Mr. Ramgopal)
Guide
M.P. Birla Institute of Management
3
PRINICPAL’S 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
4
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)
5
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.
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CHAPTER – 1
INTRODUCTION
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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 India’s 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.
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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? Occupations

2. What does the market buy? Objects
3. Why does the market buy? Objectives
4. Who participates in buying? Organization
5. How does the market buy? Operation
6. When does the market buy? Occasion
7. Where does the market buy? 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
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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 Buyer Decision Process
Cultural Problem Recognition
Social Information Search
Personal Evaluation
Psychological 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 - Actual purchaser
USER -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. It’s 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
14
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
categories five star deluxe, five star, three star, two star, and one star.
These hotels are mostly owned by public companies where B.O.D is
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
Boarding - Catering, Restaurant, Cafeteria
Lodging - Room, bed, light, air, sanitation etc
Entertainment - TV/ VCR / VCP, Internet, dance, music,
cultural shows, drama. Shopping arcade,
organization of fair and exhibition.
Medical - First aid / ambulance
Personal - Space
Communication - 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
22
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.
23
CHAPTER – 2
RESEARCH
DESIGN
24
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.
26
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.
27
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.
29
CHAPTER – 3
PROFILE OF
LE MERIDIEN
30
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 Meridian’s 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 in-

room 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 city’s 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.
38
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
39
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.
40
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
41
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 à la carte and phenomenal
buffet spread for breakfast, lunch and dinner.
Insomnia - the city’s 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
42
CHAPTER – 4
ANALYSIS AND
INTERPRETATIO-
N OF DATA
43
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 services-
series 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.
44
TABLE 1: SHOWING THE GENDER OF THE RESPONDENTS.
GENDER NO. OF RESPONDENTS

814
MALE
(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
NO.OF
30 RESPONDENTS
20
10
0
Male Female
Gender
46
TABLE 2: SHOWING PURPOSE OF VISIT OF THE
RESPONDENTS.
PURPOSE OF VISIT MALE FEMALE TOTAL

500 88
BUSINESS 588
(61.40%) (30.80%)
189 86
CONFERENCE 275
(23.20%) (30.00%)
125 112
LEISURE 237
(15.40%) (39.10%)
814 286
TOTAL 1100
(100%) (100%)
ANALYSIS:
The above table shows the purpose of visit of the male and female
respondents. Most of the male respondent’s 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 respondent’s 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
Male
30 Female
20
10
0
Business Conference Leisure
Purpose of Visit
49
TABLE 3: SHOWING THE REGULARITY OF VISIT OF THE
RESPONDENTS.
REGULARITY OF
MALE FEMALE TOTAL
VISIT
368 108
FIRST TIME 476
(45.20%) (37.70%)
446 178
REPEATED 624
(54.70%) (62.20%)
814 286
TOTAL 1100
(100%) (100%)
ANALYSIS:
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
First Time
30
Repeat
20
10
0
Male Female
Gender
51
TABLE 4: SHOWING THE LENGTH OF THE VISIT OF THE
RESPONDENTS.
LENGTH OF THE STAY MALE FEMALE TOTAL
572 94
1 NIGHT 666
(70.20%) (32.80%)
109 86
2-4 NIGHTS 195
(13.30%) (30.00%)
133 106
5 OR MORE NIGHTS 239
(16.30%) (37.20%)
814 286
TOTAL 1100
(100%) (l00%)
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
respondent’s 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
Male
30 Female
20
10
0
1 Night 2- 4 Nights 5 or more
nights
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

ES CTION -L -ACTION CTION ACTION
DÉCOR OF 63 3 2 28 3 1
68 32
ROOM (92.60%) (4.40%) (2.90%) (87.50%) (9.30%) (3.10%)
QUALITY OF 60 5 3 26 4 2
68 32
ROOM (88.20%) (7.30%) (4.40%) (81.20%) (1.20%) (6.20%)
QUALITY OF 62 4 2 27 3 2
HOUSEKEEP 68 32
(91.10%) (5.80%) (2.90%) (84.30%) (9.30%) (6.20%)
ING
MAINTENAN 61 5 2 26 5 1
68 32
CE (89.70%) (7.30%) (2.90%) (81.20%) (1.50%) (3.10%)
IN-ROOM 59 6 3 23 6 3
68 32
DINING (86.70%) (8.80%) (4.40%) (71.80%) (1.80%) (9.30%)
APPEARANC 63 4 1 28 4 0
68 32
E OF HOTEL (92.60%) (5.80%) (1.40%) (87.50%) (1.20%) (0%)
VALUE FOR 62 5 1 25 4 3
68 32
MONEY (91.10%) (7.30%) (1.40%) (78.10%) (1.20%) (9.30%)
OVERALL 63 3 2 24 3 3
SATISFACTI 68 32
(92.60%) (4.40%) (2.90%) (75.00%) (1.50%) (9.30%)
ON
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.
satisfaction
11 SERIES MALE
neutral
dissatisfaction
Overall satisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of housekeeping
Quality of room
Décor 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
satisfaction
neutral
dissatisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
58
AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF SERIES
12 ROOMS.
MALE FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISFA SATISFAC NEUTRA DISSATISFAC
TOTAL TOTAL
S CTION L CTION TION L TION
DÉCOR OF 42 22 19 9 5 3
83 17
ROOM (50.60%) (26.51 %) (22.89%) (52.90%) (29.41%) (17.64%)
QUALTIY OF 46 20 17 10 3 4
83 17
ROOM (54.42%) (24.09%) (20.50%) (58.83%) (17.64%) (23.53%)
QUALITY OF 54 17 12 12 3 2
HOUSEKEEP 83 17
ING
(65.10%) (20.50%) (14.50%) (70.59%) (17.64%) (11.76%)
58 16 9 11 4 2
MAINTENAN
83 17
CE (69.90%) (19.30%) (10.90%) (64.71 %) (23.53%) (11.76%)
IN-ROOM 49 21 13 8 4 5
83 17
DINING (59.00%) (25.30%) (15.70%) (47.06%) (23.53%) (29.41%)
APPEARANC 62 13 8 7 6 4
83 17
E OF HOTEL (74.40%) (15.70%) (9.60%) (41.18%) (35.29%) (23.53%)
VALUE FOR 56 22 5 8 3 4
83 17
MONEY (67.50%) (26.50%) (6.02%) (47.06%) (17.64%) (23.53%)
OVERALL 47 21 15 6 7 4
SATISFACTI 83 17
ON (56.70%) (25.30%) (18.07%) (35.29%) (41.18%) (23.53%)
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
SATISFACTION LEVEL IN PERCENTAGE OF THE ATTRIBUTES
OF 12 SERIES ROOMS.
12 SERIES MALE
satisfaction
neutral
dissatisfaction
Value for
money
Attributes
In-room dining
Quality of
housekeeping
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
61
OF 12 SERIES ROOMS.
12 SERIES FEMALE
satisfaction
neutral
dissatisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
62
AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 14
SERIES DOWN ROOMS.
MALE FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISF TOTAL SATISFAC NEUTRA DISSATISFA TOTAL

S CTION L ACTION TION L CTION
42 18 14 10 8 8
DÉCOR OF 74 26
ROOM (56.80%) (24.30%) (19.00%) (38.40%) (30.80%) (30.80%)
53 12 9 12 8 6
QUALITY OF 74 26
ROOM (71.60%) (16.20%) (12.10%) (46.10%) (30.80%) (23.10%)
QUALITY OF 46 18 10 14 7 5
HOUSEKEEP 74 26
ING (62.10%) (24.30%) (13.50%) (53.80%) (26.90%) (19.20%)
54 14 6 13 8 5
MAINTENAN 74 26
CE (73.00%) (19.00%) (8.10%) (50.00%) (30.80%) (19.20%)
62 7 5 21 4 2
IN-ROOM 74 26
DINING (83.70%) (9.45%) (6.70%) (80.80%) (22.20%) (7.70%)
48 22 4 20 6 0
APPEARANC 74 26
E OF HOTEL (64.90%) (9.70%) (5.40%) (76.90%) (23.10%) (0.00%)
64 6 4 23 2 1
VALUE FOR 74 26
MONEY (86.40%) (8.10%) (5.40%) (88.50%) (7.60%) (3.80%)
OVERALL 48 19 7 17 5 4
SATISFACTI 74 26
ON (64.90%) (25.70%) (9.50%) (65.45%) (19.20%) (63.20%)
63
ANALYSIS:
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
OF 14 SERIES DOWN ROOMS.
14 SERIES DOWN MALE satisfaction

neutral
dissatisfaction
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
65
14 SERIES DOWN FEMALE

satisfaction
neutral
dissatisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
66
SERIES UP ROOMS.
MALE FEMALE
ATTRIBUT
ES SATISFACT NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA
TOTAL TOTAL
ION L CTION ION L CTION
63 20 9 5 2 1
DÉCOR OF 92 8
ROOM
(68.40%) (21.70%) (9.70%) (62.50%) (25.00%) (12.50%)
84 6 2 4 2 2
QUALITY 92 8
OF ROOM (91.30%) (6.50%) (2.10%) (50.00%) (25.00%) (25.00%)
QUALITY 75 9 8 6 2 0
OF 92 8
HOUSEKEE (81.50%) (9.70%) (9.80%) (75.00%) (25.00%) (0.00%)
PING
61 20 11 7 1 0
MAINTENA 92 8
NCE (66.30%) (21.70%) (11.90%) (87.50%) (12.50%) (0.00%)
58 19 15 6 1 1
IN-ROOM 92 8
DINING (63.04%) (20.70%) (16.30%) (75.00%) (12.50%) (12.50%)
APPEARAN 72 14 16 5 2 1
CE OF 92 8
HOTEL (78.30%) (15.20%) (17.30%) (62.50%) (25.00%) (12.50%)
VALUE 77 8 7 4 3 1
FOR 92 8
MONEY (83.75%) (8.69%) (7.60%) (50.00%) (37.50%) (12.50%)
80 7 5 6 1 1
OVERALL
SATISFACT 92 8
ION (86.90%) (7.60%) (5.43%) (75.00%) (12.50%) (12.50%)
67
ANALYSIS:
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
OF 14 SERIES UP ROOMS.
14 SERIES UP MALE
satisfaction
neutral
dissatisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
69
14 SERIES UP FEMALE
satisfaction
neutral
dissatisfaction
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
70
SERIES UP ROOMS.
MALE FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISFA SATISFA NEUTRA DISSATISFA
S TOTAL TOTAL
CTION L CTION CTION L CTION
56 8 6 20 5 5
DÉCOR OF 70 30
ROOM (80.00%) (11.40%) (8.50%) (66.60%) (16.70%) (16.70%)
62 6 2 12 10 8
QUALITY OF 70 30
ROOM (88.50%) (8.50%) (2.85%) (40.00%) (33.30%) (26.70%)
QUALITY OF 60 7 3 17 7 6
HOUSEKEEP 70 30
ING (85.70%) (10.00%) (4.20%) (56.70%) (23.30%) (20.00%)
48 20 2 21 5 4
MAINTENEN 70 30
ANCE (68.50%) (28.50%) (2.85%) (70.00%) (16.70%) (13.30%)
41 19 10 14 8 8
IN-ROOM 70 30
DINING (58.50%) (27.10%) (14.30%) (46.70%) (26.70%) (26.70%)
54 9 7 16 9 5
APPEARANC 70 30
E OF HOTEL (77.10%) (12.80%) (10.00%) (53.30%) (30.00%) (16.70%)
52 10 8 20 6 4
VALUE FOR 70 30
MONEY (74.20%) (14.30%) (11.40%) (66.60%) (20.00%) (13.30%)
51 12 7 18 7 5
RECOMMEN 70 30
ADTION (72.80%) (17.14%) (10.00%) (60.00%) (23.30%) (16.70%)
OVERALL 63 6 1 19 8 3
SATISFACTI 70 30
ON (90.00%) (8.50%) (1.42%) (63.30%) (26.70%) (10.00%)
71
ANALYSIS:
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
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
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
S TOTAL TOTAL
CTION L CTION ION L CTION
65 7 7 18 3 0
DÉCOR OF 79 21
ROOM (82.20%) (8.80%) (8.80%) (85.70%) (14.20%) (0.00%)
72 5 2 16 3 2
QUALITY OF 79 21
ROOM (91.10%) (6.30%) (2.50%) (76.10%) (14.20%) (9.50%)
QUALITY OF 74 3 2 12 5 4
HOUSEKEEP 79 21
ING (93.60%) (3.70%) (2.50%) (57.10%) (23.80%) (19.00%)
68 6 5 14 5 2
MAINTENEN 79 21
CE (86.10%) (7.50%) (6.30%) (66.60%) (23.80%) (9.50%)
67 6 6 17 3 1
IN-ROOM 79 21
DINING (84.80%) (7.50%) (7.50%) (80.90%) (14.20%) (4.70%)
63 9 7 16 4 1
APPEARANC 79 21
E OF HOTEL (79.70%) (11.30%) (8.80%) (76.10%) (19.00%) (4.70%)
64 9 6 13 5 3
VALUE FOR 79 21
MONEY (81%) (11.30%) (7.50%) (61.90%) (23.80%) (14.20%)
70 5 4 19 2 0
RECOMMEA 79 21
NDATION (88.60%) (6.30%) (5.10%) (90.50%) (9.50%) (0.00%)
OVERALL 69 5 5 18 2 1
SATISFACTI 79 21
ON (87.30%) (6.30%) (6.30%) (85.70%) (9.50%) (4.70%)
75
ANALYSIS:
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
16 SERIES DOWN MALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money

Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
77
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
78
MALE AND FEMALE RESPONDENTS 0F THE A TTRIB UTES OF
16 SERIES UP ROOMS
MALE FEMALE
ATTRIBUTE
S SATISFACT NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA
TOTAL TOTAL
52 8 7 25 4 4
DÉCOR OF 67 33
ROOM (77.60%) (11.90%) (10.40%) (75.70%) (12.10%) (12.10%)
48 10 9 18 8 7
QUALITY OF 67 33
ROOM (71.60%) (14.90%) (13.40%) (54.50%) (24.20%) (21.10%)
QUALITY OF 63 2 2 21 6 6
HOUSEKEEP 67 33
ING (94.00%) (2.98%) (2.98%) (63.60%) (18.10%) (18.10%)
46 11 10 24 5 4
MAINTENEN 67 33
CE (68.60%) (16.40%) (14.90%) (72.70%) (15.15%) (12.10%)
54 8 5 28 3 2
IN-ROOM 67 33
DINING (80.50%) (11.90%) (7.50%) (84.80%) (9.09%) (6.06%)
60 5 2 20 7 6
APPEARANC 67 33
E OF HOTEL (89.50%) (7.46%) (2.98%) (60.60%) (21.20%) (18.10%)
53 7 7 19 9 5
VALUE FOR 67 33
MONEY (79.10%) (10.40%) (10.40%) (57.50%) (27.20%) (15.15%)
56 6 5 23 5 5
RECOMMEN 67 33
DATION (83.50%) (8.90%) (7.50%) (69.60%) (15.15%) (15.15%)
OVERALL 57 5 5 27 4 2
SATISFACTI 67 33
ON (85.00%) (7.50%) (7.50%) (81.80%) (12.10%) (6.06%)
79
ANALYSIS:
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
16 SERIES UP MALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
81
16 SERIES UP FEMALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
82
17 SERIES DOWN ROOMS.
MALE FEMALE
ATTRIBUTE SATISFA NEUTRA DISSATISFA SATISFA NEUTRA DISSATISFA
S TOTAL TOTAL
CTION L CTION CTION L CTION
58 4 2 26 3 2
DÉCOR OF 64 31
ROOM (90.60%) (6.20%) (3.10%) (83.80%) (9.60%) (6.50%)
60 4 0 20 7 4
QUALITY OF 64 31
ROOM (93.70%) (6.20%) (0%) (64.50%) (22.50%) (12.90%)
QUALITY OF 59 4 1 24 4 3
HOUSEKEEP 64 31
ING (92.10%) (6.20%) (1.50%) (77.40%) (12.90%) (9.60%
54 7 3 19 7 5
MAINTENEN 64 31
ANCE (84.30%) (10.90%) (4.60%) (61.20%) (22.50%) (16.10%)
53 7 4 18 8 5
IN-ROOM 64 31
DINING (82.80%) (10.90%) (6.20%) (58.06%) (25.80%) (16.10%)
50 8 6 24 5 2
APPEARANC 64 31
E OF HOTEL (78.10%) (12.50%) (9.30%) (77.40%) (16.10%) (6.50%)
53 8 3 20 8 3
VALUE FOR 64 31
MONEY (82.80%) (12.50%) (4.60%) (64.50%) (25.80%) (9.60%)
51 7 6 16 12 6
RECOMMEN 64 31
DATION (69.60%) (10.90%) (9.30%) (51.60%) (38.70%) (19.30%)
OVERALL 57 5 2 24 6 4
SATISFACTI 64 31
ON (89.06%) (7.80%) (3.10%) (77.40%) (19.30%) (12.90%)
83
ANALYSIS:
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
17 SERIES DOWN MALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
85
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Appearance of hotel
Attributes
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
86
AND FEMALE RESPONDENTS OF THE ATTRIBUTES OF 17 SERIES UP
ROOMS.
ATTRIBUTE MALE FEMALE

S SATISFACT NEUTRA DISSATISFA SATISFACT NEUTRA DISSATISFA
TOTAL TOTAL
68 3 1 24 2 2
DÉCOR OF 72 28
ROOM (94.40%) (4.16%) (1.38%) (85.70%) (7.10%) (7.10%)
64 5 3 27 1 0
QUALITY OF 72 28
ROOM (88.80%) (6.94%) (4.16%) (96.40%) (3.50%) (0.00%)
QUALITY OF 67 3 2 21 5 2
HOUSEKEEP 72 28
ING (93.10%) (4.16%) (2.70%) (75.00%) (17.80%) (7.10%)
58 8 6 19 5 4
MAINENANC 72 28
E (80.50%) (11.10%) (8.30%) (67.80%) (17.80%) (14.20%)
60 6 6 20 6 2
IN-ROOM 72 28
DINING (83.30%) (8.30%) (8.30%) (71.40%) (21.40%) (7.10%)
65 6 1 18 5 5
APPEARANC 72 28
E OF HOTEL (90.27%) (8.30%) (1.30%) (64.20%) (17.80%) (17.80%)
64 4 4 16 7 5
VALUE FOR 72 28
MONEY (88.80%) (5.50%) (5.50%) (57.10%) (25.00%) (17.80%)
68 2 2 23 3 2
RECOMMEA 72 28
NDATION (94.40%) (2.70%) (2.70%) (82.10%) (10.70%) (7.10%)
OVERALL 67 3 2 17 7 4
SATISFACTI 72 28
ON (93.10%) (4.16%) (2.70%) (60.70%) (25.00%) (14.20%)
87
ANALYSIS:
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
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
89
17 SERIES UP FEMALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
90
18 SERIES DOWN ROOMS.
MALE FEMALE
ATTRIBUTE SATISFAC NEUTRA DISSATISFA SATISFACT DISSATISFA
TOTAL NEUTRAL TOTAL
S TION L CTION ION CTION
DÉCOR OF 65 6 5 20 3 1
76 24
ROOM (85.50%) (7.89%) (6.57%) (83.30%) (12.50%) (4.10%)
QUALITY OF 60 11 5 21 2 1
76 24
ROOM (78.90%) (14.40%) (6.57%) (87.00%) (8.30%) (4.10%)
QUALTIY OF 58 10 8 18 4 2
HOUSEKEEPI 76 24
NG
(76.31%) (13.15%) (10.50%) (75.00%) (16.70%) (8.30%)
MAINTENAN 70 4 2 16 6 2
76 24
CE (92.10%) (5.26%) (2.63%) (66.70%) (25.00%) (8.30%)
IN-ROOM 69 6 1 17 5 2
76 24
DINING (90.70%) (7.89%) (1.30%) (70.80%) (20.80%) (8.30%)
APPEARANC 56 15 5 15 6 3
76 24
E OF HOTEL (73.60%) (19.70%) (6.57%) (62.50%) (25.00%) (12.50%)
VALUE FOR 54 19 3 13 7 4
76 24
MONEY (71.10%) (25.00%) (3.90%) (54.10%) (29.10%) (16.70%)
REOMMEND 61 8 7 14 8 2
76 24
ATION (80.30%) (10.50%) (9.21 %) (58.30%) (33.30%) (8.30%)
OVERALL 57 14 5 22 2 0
SATISFACTIO 76 24
N
(75%) (18.40%) (6.50%) (91.70%) (8.30%) (0.00%)
91
ANALYSIS:
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
18 SERIES DOWN MALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money

Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
93
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
94
18 SERIES UP ROOMS.
MALE FEMALE
ATTRIBUTE SATISFA
NEUTRAL DISSATISFA TOTAL
SATISFA NEUTR DISSATISFA
TOTAL
S CTION CTION CTION AL CTION
60 2 2 33 2 1
DÉCOR OF 64 36
ROOM (93.70%) (3.10%) (3.10%) (91.70%) (5.50%) (2.70%)
61 3 1 31 3 2
QUALITY OF 64 36
ROOM (95.30%) (4.60%) (1.50%) (86.10%) (8.30%) (5.50%)
QUALITY OF 63 1 0 29 4 3
HOUSEKEEP 64 36
ING (98.40%) (1.50%) (0.00%) (80.50%) (11.10%) (8.30%)
55 5 4 31 3 2
MAINTENAN 64 36
CE (85.90%) (7.80%) (6.20%) (86.10%) (8.30%) (5.50%)
51 7 6 23 8 5
IN-ROOM 64 36
DINING (79.60%) (10.90%) (9.30%) (63.80%) (22.20%) (13.80%)
49 10 5 19 9 8
APPEARANC 64 36
E OF HOTEL (76.50%) (15.60%) (7.80%) (52.70%) (25%) (22.20%)
56 6 2 30 6 0
VALUE FOR 64 36
MONEY (87.50%) (9.30%) (3.10%) (83.30%) (16.60%) (0.00%)
59 4 1 27 5 4
RECOMMEN 64 36
DATION (92.10%) (6.20%) (1.50%) (75.00%) (13.80%) (11.10%)
OVERALL 57 5 2 22 10 4
SATISFACTI 64 36
ON (89.00%) (7.80%) (3.10%) (61.10%) (27.70%) (11.10%)
95
ANALYSIS:
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
18 SERIES UP MALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money

Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
Percentage
97
18 SERIES UP FEMALE
satisfaction
neutral
dissatisfaction
Recommendation
Value for money
Attributes
Appearance of hotel
In-room dining
Maintenance
Quality of room
Decor of room
0% 20% 40% 60% 80% 100%
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 4-
5 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 in-
room 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 : M F
5. PURPOSE OF VISIT : (Please tick one)
Business Leisure
Conference Personal
6. REGULARITY OF VISIT :
First time Repeat
7. LENGTH OF STAY :
1 Night 2-4 nights
5 or more nights
109
8. PLEASE RATE THE FOLLOWING:
Excellent Average Fair
i. Décor 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
9. ANY FURTHER SUGGESTIONS?
110

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A PROJECT REPORT ON

“A STUDY ON CUSTOMER SATISFACTION TOWARDS

Submitted in Partial Fulfillment of the

Under the Guidance of

M.P. Birla Institute of Management

I, Shruthi Srinivas, student of MBA 4th Semester MP Birla Institute of

M.P. Birla Institute of Management

I hereby certify that this project is an offshoot of the research work

M.P.Birla Institute of Management

I would like to take this opportunity to express my profound gratitude to all

Acknowledgement of thanks is due to Dr. N.S. Malavalli, Principal, MP

Economic liberalisation has given a new impetus to the hospitality industry.

The research was conducted to study the consumers’ satisfaction towards

Service has increasingly assumed as an important role in the Indian

The hospitality industry suffers from seasonal fluctuations in demand, which

1. Who constitutes the market? Occupations

Of central interest is the question, how do consumer respond to various

Thus, we can ask two questions: -

Let us consider Philip Kotler's "BLACK BOX" which lists factors

INITIATOR - Person who first suggests the buying

By recognising these roles in the consumer groups, the marketer should

Consumers exhibit four most important recurring behavior patterns

It is essential for a marketer to pre-empt the behavior pattern of a consumer

Perceptions may be changed with considerable efforts from a corporate

1. Product/services have rapid flowing lifecycles.

The above note leads to these conclusions:

In most industries, providing quality services is no longer simply an option.

At the outset it is essential to go through the conceptual aspect of hotel. The

The aforesaid viewpoints regarding a hotel clarifies that hotel is a public

In the yesteryears, we have witnessed large-scale movement of human

The concept of hotel marketing confirms the alignment of marketing

Publicity and promotion are found to be two important components helpful

In addition to the usual advertising and publicity, the promotional tools

The following are the types of hotels:

1. Residential hotels: The residential hotels work as apartment house, often

In the hotel marketing, it is pertinent that we have a descriptive idea of the

Main products in a hotel:

The plantation of a western concept in Indian environment was made by

The main thing for development of hotel industry is to encourage tourism

Despite, the number of constraints, the future prospects of hotel industry in

Hospitality or hotel industry forms a major part of the 'PURE SERVICES’

A hotel is a business enterprise having a building for accommodation that

STATEMENT OF THE PROBLEM

SCOPE OF THE STUDY

The scope of the study is limited only to customers of ‘Le Meridien,

A disciplined study was undertaken to ascertain the customers’ perception

The information was obtained from 1100 consumers, as 100% occupancy

TOOLS OF DATA COLLECTION

Primary data is collected through administering schedules to the

A structured schedule was devised, relating to the objectives. Further,

Chapter 1: Introduction to hotel industry

Chapter 2: Research Design

Chapter 3: Profile of Le Meridien, Bangalore

Chapter 4: Analysis of Consumer perception of the room services

Chapter 5: Summary of Findings, Conclusions and Recommendations

Le Meridien is an award-winning hotel group with a portfolio of 130 luxury

Some of the world's landmark hotels are included in Le Meridien's portfolio,

Le Meridien debuted its innovative Art + Tech design concept at several

As a company Le Meridien firmly believes in the individual identity of their

Primary aim of Le Meridien is to:

• Operate profitable and sound business

LE MERIDIEN BRAND VALUES

• European with the French accent