SERVICE QUALITY ANALYSIS

Dear Sir/Madam,

I am a Management student undertaking a study on the “Service Quality Analysis”of CHANCERY

PAVILION HOTEL, BANGALORE. This exercise is a part of the project towards fulfilling the
requirements of the management courses. I would be obliged if you could provide me with some of
your valuable time to answer a few question .

● How did you get to know about our hotel?

[ ] From advertising
[ ] From a travel agency or catalog
[ ] From Internet
[ ] Word of mouth
[ ] Other: .......................................

● Purpose of your visit

[ ] Business
[ ] Meetings& events
[ ] Relaxation /wellness
[ ] Health & fitness
[ ] Other: .........................................

● Courteously greeted at front desk reservation

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Check in procedure

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor
● Friendliness of reception /concierge staff

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Housekeeping services timely & efficient during your stay

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Technical condition / thermostat control of the room

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Service of the coffee shop and the bar

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Choice and quality of breakfast

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Quality of food & beverages served

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor
 ● Standard of restaurant services

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Banqueting services and function rooms

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Service, quality and cleanliness of the Spa,Fitness and Wellness center

[ ] Excellent
[ ] Good
[ ] Satisfactory
[ ] Poor

● Would you recommend our hotel to friends /family?

[ ] Yes
[ ] No

● Any alternative Hotel you Prefer to go other than our hotel

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● Do you have any others comments,which may help us improve our service ,the product we
offer or our Marketing efforts?

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● Rate our Hotel

[ ]

[ ]

[ ]

[ ]

[ ]

● Name:- -----------------------------------------------------------------------------

● Gender : [ ] Male [ ] Female

● Age:

[ ] 21-30
[ ] 31-40
[ ] 41-50
[ ] 51-60

● Education :

[ ] SSLC-PUC
[ ] Bachelor degree
[ ] Master degree
[ ] Doctoral degree

● Martial status

[ ] Single [ ] Mingle

● Monthly Income:

[ ] 50000-60000
[ ] 60000-70000
[ ] 70000-80000
[ ] More than 80000