CHAPTER 1

1
1 INTRODUCTION

While marketing any product or services we have to understand the behavior attitude of the
customers. The attitude of the customers is very important because the customers are the core
targets in achieving the marketers objectives. Customer behavior is one of the important
variable on controllable in the marketing environment. An attitude is an enduring organization of
motivational, emotional, perceptual and conative process with respect to some aspect of the
environment.

1.1 ABOUT BUSINESS RESTAURANTS

Restaurants are simple businesses. Because we have to eat every day, people often think the
restaurant industry is a safe one to invest in. You can get exposure to this industry via the Power
Shares Dynamic Food & Beverage ETF (PBJ). Companies like McDonalds (MCD), Yum!
Brands (YUM), the Cheesecake Factory (CAKE), and Darden Restaurants Inc. (DRI) operate
well-established brands. But make no mistake. The restaurant business is competitive.
*HighCompetition
*TheFourPsandmore:-
Place, Product, Pricing and promotion are key points that restaurant owners have to deal with
regularly on top of the meeting food safety standards. This means owners must understand their
competitive landscape

1.2 KEY RESTAURANT INDUSTRY FORMATS

.
1.2.1 Fast food
Fast food restaurants, as the name suggests, specialize in serving food they can prepare and serve
quickly. Fast food restaurants have no table service, like at McDonalds (MCD).The food quality
at these restaurants is average. Often, fast food is synonymous with junk food high in
calories and low in nutritional value. Food items usually include cheeseburgers, fried chicken,
French fries, chicken nuggets, wraps, and pizza.

1.2.2 The players

McDonalds (MCD) is the biggest player in the fast food restaurant space, with a market share of
17.8%. McDonalds (MCD) annual sales were $28.10 billion in 2013. Yum! Brands (YUM),
which owns KFC, Pizza Hut, and Taco Bell, had annual sales of $13.1 billion.

2
1.2.3 Casual dining restaurants
Contrary to fast food restaurants, casual dining restaurants have a relaxed and casual ambiance
with a lot of seating. They offer full table service and may also have a wine menu or full bar
service.

1.3 HOTEL DEEPALI RESIDENCY OVERVIEW

Discover one of the most conveniently located Sagar hotels near Makronia Railway station Hotel
Deepali Residency, Sagar. The guest of our hotel in Sagar enjoy close proximately to lakla
Banjara lake, DR. Hari Singh Gaur Central University. Fine dining establishment and numerous
shopping centers. The lobby area and the guest rooms are well equipped with wireless high speed
internet access to help you stay connected and productive during the guest stay with us. Guests
come make full use of the recreational facilities in our hotel including game zone, car zone and
pool zone with fitness centers. Enjoy a delicious meal with the family in our huge garden
restaurant and 24 hours room service. Various types of formal and casual functions can be
arranged in our large and well decorated halls and lawns with a huge parking space. We have
four banquet Halls and the party lawns.
Deepali Restaurant was established in the year 2006 when it was established, the concept of the
hotel was totally new and unique, and people takes time to adjust with new environment.
Mr. Bhupendra Singh Thakur is the owner of Deepali Restaurant.
He only plans to open this restaurant, but it includes the effort of many people behind the success
of this restaurant. When it was started the concept of the restaurant was new and unique so in
order to attract the people towards hotel they plan many market strategies like the food they offer
is somewhat different from other restaurant. And the other thing is that no restaurant in sagar
have garden like deepali restaurant. If we talk about location, it was a big challenge because the
restaurant is located outside the city. So manager plans to introduce some programmed and invite
people to participate in them. In order to make people familiar about the restaurant, manager
plans New year party,, every year, this type of party helps people to enjoyed a lot. In 2013 on the
New Years Eve, manager calls singer and dancer (beat 16 Mumbai) from Mumbai to entertain
the people. As time passes people become familiar with the restaurant.
Deepali restaurant was built on vision which includes a kitchen producing original, tasty and
wonderful foods found in northern east.
From the beginning Mr. Singh wanted to work with people who placed as much emphasis on a
loving environment as they did on taking pride on their work. Hes simple idea continues to be a
big concept and in present time Deepali Restaurant is one of the successful and familiar
restaurant in Sagar as well as in M.P.

3
1.4 DEEPALI HOTEL PROVIDES VARIOUS FACILITIES
Health club.
Drop & pick facility

Tour & Taxi services provides pick &drop facility, pick up and drop services

Game Zone
At the Deepali Hotel we have a further Game Zone offering pool & American pool
Tables, Air Hockey Play Station 2 Xbox consoles.
Online Booking

You can now Book Online & stay with us our best rate also avail special.

Wi- Fi.

This free Wi-Fi service is entirely without charge and is available in public access at all

of our hotels plus in Bedrooms at selected Hotels.

1.5 EMERGENCE OF FORIGN TREND

FAST FOOD GROWS IN INDIA
Fast food is one of the worlds fastest growing food types. India is seeing rapid growth in the fast
food and Restaurants Industries. The trend is radically changing the way people eat in India.
A result of the trend, all the international food players like Pizza Hut, Dominos, McDonalds and
KFC are investing huge amount of money to grab a share of this highly lucrative market.
Pizza Hut for example, is one of the flagship brands of Yum! Brands, Inc., which also has KFC,
Taco Bell, A&W and Long John Silvers under its umbrella. These trends show that the
modernization of India is well on its way. These changes in the eating habits Indians are more
likely referring to middle clam & upward earning society of India.

4
1.6 CATEGORISATION OF HOTELS IN INDIA

1.6.1 HERITAGE HOTELS.

These types of hotels reflect the old glory & grandeur of India they are mostly the old have is
and mansions of ancient times which have been turned in to Heritage Hotels.

1.6.2 LUXUARY HOTELS.

These Hotels are equipped with would class infrastructural amenities, they offer tourist with a
fine lodging & dining experience.

1.6.3 BUDGET HOTELS.

This kind of hotel is like home away from home. They accommodate customers from upper
middle and middle class.

1.6.4 RESORTS.
Resorts hotels in India are mostly found in hills station and sea side tourist destinations. These
are located amidst natural scenic beauty; they are the ideal place to enjoy some valuable time
with family and friends or in solitude.

5
1.7 Problems Related To Hotel When It Was Started.
1. Trend Staff: - The problems related to trend staff they face that the staff which they call from
other cities may not stay for long time..
2. To a restaurant hiring on untrained staff waiter in a gamble many will quit or right after they
have been trained into the job..
3. Raw material for restaurant such as vegetables, ingredient, etc. Is not easily available so they
buy from other cities, and that will become costly..
4. The concept of hotel is something different and new, so it take time for people to adopt and
familiar with the atmosphere..

Present Problems:-
1. Staff Related:- Sometimes they not able to satisfy all the customers because of delay in
customer services.
2. Youth attraction is the biggest problems they prefer to go to fast food corners instead of
restaurants. Inn present time, manager face problems related to customer attraction , he
cannot able to easily attract new customer.
3. He buy to tackle problems related to food as many fast food corners like Dominos, WOW
are being set up in sagar and youth generation is attracted now towards it..

Future Problems:-
1. On New Year in 2016, food carnival is being set up in restaurant. It means something for
youth to attract them towards hotel. Food carnival is like fast food corners available.
2. Self-services.
3. Multiplex
So, it will be become problem in future that customers are attracted or not. Because there are
many fast food corners are already there in sagar..

1.8 Major Competitors of Deepali Restaurants In Sagar City.

There are many competitors of the deepali Restaurants In Sagar City M.P, it
means that competition is huge in the business restaurants in today
scenario. As we all know we are living in the 21 century. Over the last decades
Business opportunities in India had intensified and elevated room rates occupancy levels in India
Hotel Industry in India is gaining its competitiveness as a cost effective destination . The
Hotel Industry is likely to add about 60,000 quality rooms currently in different stages of
planning & development which would be ready by 2012.

6
1.8.1 MANGLAM HOTEL
The owner of hotel is Mr. Rajesh Choudhary. And Mr. Pawn Chokase is manager of hotel.
Manglam hotel established in 2007.They have 31 rooms and one big hall for parties. They
provide rooms in many types, like AC SUPER DELUX,AC DELUX, AC STANDARD,SUPER
DELUX,DELUX, STANDARD. Hotel is also famous for their facilities, like car parking,
meeting and for program of marriages.
CONTACT:-07582-400888, 240333,241333
ADD:-Private bus stand, krishnaganj,sagar,m.p.

1.8.2 RAMASHRAM HOTEL

Mr.Haricharan chaurasiya is the owner of this hotel.Mr.Ashish chaurasiya having the position of
manager in this hotel.ramashram established in 1992.
They have many type of dishes in their menu like-south Indian,north Indian,chinees,sweets etc.
They also have variety in sweets like-kaju katri,gulab jamun etc.
There are 12 workers in the hotel. They provide good service to their customers.
CONTACT:-09425811162(MANAGER)

1.8.3 ANGITHI RESTAURANT

Mr.Gaurav dubey is the owner of ANGITHI. He establishes angithi in 2013 and they have
completed 2 years.
They provide many facilities like-hall, parks, songs for refreshment, 24 hours electricity and
better parking.
They are having much type of dishes in their menu. They are also having good snacks for
customers. They also provide fast food, cold drinks etc.
They are having financial problems at the time of construction of angithi.

1.8.4 ASHIRVAD HOTEL

Mr.A.k.dubey is the owner of ashirvad hotel. And Mr.deepak having the position of manager in
this hotel. They established ashirvad in 2004
They are also having financial and man force problems. They provide many facilities like
residence and restaurant.

7
ADD- civil line, sagar.
Contact:- 07582-403102, 403402

1.8.5 MAJESTIC PLAZA

The hotel was established in the year 2008, Mr. Kapil Malaya is the owner of this hotel. And Mr.
Krishna Shukla is manger of the hotel.
PROBLEM
Market Reputation: - As the hotel is situated in the main area of cities so market reputation
matters a lot to them. So how to build a good reputation in market is big challenge for manager.
QUICK-FIX
To overcome the problem of market reputation, mainly they focus to appoint the professional
chef for the betterment of food quality. At present in spite of Indian food they also serve Chinese
and continental food.
ADDRESS:-
Near Adinath Motors, Station Road, Tilakganj Sagar [M.P.]
Ph: 07582220388 Mobile: 9009494988

1.8.6 PATHWAY RETREAT RESORT AND FAMILY RESTAURANT

This resort was established in 2014, The owner of the resort is Mr. Sandeep Singh Kushwaha,
and Mr. Vipin Kushwaha is manager of the resort.
PROBLEM
The main problem of this resort is that it is situated outside the city so customer interaction with
this resort is very difficult.
KEY-FEATURES

Open Garden Restaurant

Surrounded by Natural Beauty
Perfect Space for Peaceful Meal
Terrace Restaurant with Candle Light Dinner
Pure Vegetarian Restaurant
Suitable for Family Outing

8
 Party Lawn
Parking Area
Free Wi-Fi

FOOD VARIETY

Chinese Food
Indian Food except South Indian

ADD:- JHANSI TO NAGPUR ROAD, NEAR MAHINDRA SHOWROOM,SAGAR PH:-

07582-272811

1.8.7 HOTEL PARADISE

The owner of hotel is Mr. SANTOSH SAHU .and manager of hotel is Mr O.P Dubey.
Address:- Makronia chatarpur road (station Road) sagar (M.P)
Contract no 7509050284 ( O.P Dubey)
Website:- www.hotelparadise.in
OWNER / MANAGER PROFILE
The manager is O.P Dubey. He joined the hotel seven year ago.i.e in 2008.
ESTABLISHMENT
It was establish by Mr.SANTOSH SAHU in April 2004.
PROBLEMS
Some minor problems like management or organizing the activities of workers.
PRESENT STATUS
Plan to diversify and investment in infrastructure
Recently they invested in multiplex
SERVICES
Room services, Restaurant, and Entertainment facilities like- cinema hall , swimming pool, bars.
Catering for Events like wedding ceremony, cocktail parties, Business meetings.

9
10
1.9 MARKETING STRATEGY OF RESTAURANT
PRODUCTS
This hotel believes that their core product is space. this space is supplemented with the services
they provide like the restaurants, health club ,banquets, conference hall etc. their other
supplementary products also include travel arrangements, ticketing, drop and pick facility, etc.
the hotels various other departments like housekeeping, food and beverage, room service and
maintenance, all provide the supplementary services to the customer.

PRICE

Deepali hotel sets its price of the room at the affordable cost.

PLACE
As far as place is concerned, all the services and facilities are provided at one point. To ensure
timely delivery of their services, they have set processes in place and incase of failure or delay of
service, they have built in contingencies and trained their staff to communicate the delay to the
customer in the right manner.

PROMOTION STRATEGY
It offers special discounts for their customers.

11
 CHAPTER 2

RESEARCH METHODOLOGY

AND

REVIEW OF LITREATURE

12
2.1 REVIEW OF LITREATURE

2.1.1 Introduction

The process of reading, analyzing, evaluating, and summarizing scholarly materials about a
specific topic. The results of a literature review may be compiled in a report or they may serve as
part of a research article, thesis, or grant proposal.

2.1.2 About Research in Hospitality & Hotel Industry

Farouk saleh & Chris Ryan (22Oct/2009) Analysis of Service Quality in the Hospitality
Industry using the SERVQUAL model.

This study reports an application in the hospitality industry of the SERVQUAL model developed
by Parasuraman, Zeithaml and Berry. Although originally developed for application within the
financial services sector, the model is designed to measure those components of service that
generate satisfaction within five dimensions. This study identified the existence of gaps between
clients' and management perceptions of attributes of the hotel, and between client expectation
and perception of the services offered. It is argued that the existence of these gaps is a source of
dissatisfaction with services provided. Factor analysis identified five dimensions explaining 78
per cent of variance, but these differed from the SERVQUA L model.

David C. Bojanic DBA(25/oct/2008) Consumer Perception of price Value and satisfaction in

Hotel Industry an exploratory Study.

Examines the dimensions of service quality in the hospitality industry by extending the
SERVQUAL scale to include eight new items that specifically pertain to the hospitality industry,
subsequently referred to as HOLSERV

Uolevi Lethinen & jaramo R. Lethinen (28/july/2006) 2 Approaches of Service Quality

Dimension .

13
 Lars Groholdt et al.(25/Aug/2010) The Relationship Between Customer Satisfaction and
Loyalty, Cross Industry differences.

Babakus, E. & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale.

Journal of Business Research, .
The complexity of the factors defining service quality has led to the development of
multidimensional models, which are divided into two schools of thought: the North American
and the Nordic European. The aim of this article is twofold. First, it reviews some of the key is -
sues raised in relation to the theoretical formations of these two schools of thought. Second, it
outlines further research areas in the hospitality industry.

Jackie L.M. tam (july/2010) Customer Satisfaction service Quality And Perceived Value an
integrative Model

It is argued that the existence of these gaps is a source of dissatisfaction with services provided.
Factor analysis identified five dimensions explaining 78 per cent of variance, but these differed
from the SERVQUA L model.

2.2 Need for study

This project is done to study the customer satisfaction on service quality of Deepali
Restaurant.
The survey is conducted to know the satisfaction level of customer on service quality
towards the Restaurant.
To find out customer loyalty with the Restaurant.
To determine the advertisement & promotion policy of this Restaurant.
To evaluate the needs of the customer towards Deepali Restaurant.

14
2.3 Objective of study

To study the customer satisfaction regarding the Deepali restaurants.

To study the general information (overview) about the deepali restaurants.
To know the customer perception and satisfaction of survey towards deepali
restaurants.
To give the feedback and suggestion that can improve the attributes and the factor
of the Deepali restaurants.
To study the factor affecting customer satisfaction..

2.4 SCOPEOF THE STUDY

The project report is helpful to identify the services Offered by Deepali

Restaurant to their customers.
Working of Deepali Restaurant and acquiring knowledge about services provided
by Deepali Restaurant by taking advice from Deepali Restaurant employees and
manager.
The study is based on both primary and secondary data. The scope of this project
is limited to firm only.

2.5 Research Methodology?

2.5 Introduction

15
Research methodology is a way to systematically solve the research problems. It guides the
researcher to do the research scientifically. It contains of different steps that are generally
adopted by a researcher to study his research problem along with the logic behind them. Data
become information only when a proper methodology is adopted. The research methodology
includes the logic behind the methods we use in the content of our research study.

A research process consists of stages or steps that guide the project from its conception through
the final analysis and recommendation and ultimate actions. The research process provides a
systematic planned approach to research project and ensure that aspects of the research project
are consistent with each other.

Research studies evolve through series of steps, each representing the answer to a key question.

This chapter aims to understand the research methodology establishing a framework of

evaluation and revaluation of primary and secondary research.

2.6 DATA COLLECTION METHOD

Introduction

Data collection took place with the help of filling of questionnaire. The questionnaire method has
come to the more widely used and economical means of data collection. The common factor in
all varieties of the questionnaire method is the reliance on verbal responses to the questions,
written to oral.

I found it essential to make sure that the questionnaire was easy to read and understandable to all
the spectrums of people in the sample. It was also important as researcher to respect the sample
time and energy hence the questionnaire was designed in such a way that its administration
would not exceed 4-5 minutes. The questionnaires were personally administered.

To collect the First hand information Primary data was also collected by directly interacting with
people. The data was collected by interacting with 50 respondents who filled the questionnaire
and provided me with the necessary information.

16
The study conducted on those people who had taken the services of V5 Taste Buds Restaurant.

Basically, there are two types of Data collection methods which we implemented in our project
work:

Primary data

Primary data are those which are collected for the first time. Primary data
is collected by framing questionnaires.
A personal interview survey, also called as a face-to-face survey, is a survey
method that is utilized when a specific target population is involved. The purpose
of conducting a personal interview survey is to explore the responses of the

people to gather more and deeper information.

Secondary Data

Information that already exists somewhere, having been collected for another purpose,
Sources includes Census reports, Trade publications and Subscription services. There are
two types of secondary data: Internal and External. Information compiled outside the
organization for some purpose other than the current investigation Researching
information which has already been published. Market information compiled for
purposes other than the current research effort; it can be internal data, such as existing
sales- tracking information records or it can be research conducted by someone else, such
as Market Research Company or Govt.
For the purpose of this project work Secondary Data is collected by the staff and
Website of Restaurant.

2.7 Sampling Method

The sampling method is the way the sample units are to be selected. In order to achieve
the objectives of research the following sampling method is used:
Simple random Sampling Method with the help of questionnaire

17
 1. Objective: take a sample from the population measure some characteristic on each of the
samples units and use this information to estimate the characteristic in the entire
population.
2. Simple random sampling is the most basic sampling procedure to draw the sample.
3. Simple random sampling forms the basis for many of the more complicated sample
procedure.
4. Simple random sampling is a easy to describe but is often very difficult to carry out in the
field where there is not a complete list of all member of the population.

In statistics, a simple random sample is a subset of individuals chosen from a larger set. Each
individual is chosen randomly and entirely by chance, such that each individual has the same
probability of being chosen at any stage during the sample as any other subset of individuals
.This process and technique is known as simple random sampling. And should not be confused
with systematic random sampling .A simple random sample is an unbiased surveying technique.

Any sample method where some elements of population have no chance of selection or where
the probability of selection cant be accurately determined. It involved in selection of element
based on assumptions regarding the population of interest, which forms the criteria for selection .
Hence because the selection of element is nonrandom, non probability sampling not allows the
estimation of sample error.

An unbiased random selection of individuals is important so that if a large number of samples

were drawn, the average sample would accurately represent the population.

SAMPLE SIZE
The population refers to all the users of the service of V5 Taste Buds Restaurant The
sample in this study is select on convenience sampling method. The sample size is 50 in
total.
SAMPLE UNIT
It is the basic unit containing the elements of population to be sampled. In this study the
sample unit is the random consumers who have taken the services of V5 Taste Buds
Restaurant.
SAMPLE FRAME
A sampling frame is a means of representing the elements of population. A sampling
frame can be telephone directory, city directory, listing of customers etc. In this study
sample frame is taken from the list of existing customers and from the staff of V5 Taste
Buds Restaurant.

18
2.7 Limitation

1. The scope of the project is limited to sagar city only so we cannot say that the same
response will exists throughout India.
2. Due to time constrain our sample size were restricted to 50.
3. People were unwilling to response.
4. The personal bias, prejudices and whims of the customer in some case.
5. Handicapped because of lack of time, money and manpower.
6. Hotel information cannot be gained easily because of confidentiality.

19
 CHAPTER 3
DATA ANALYSIS AND INTERPRETATION

3.1 Introduction
Analysis of data is a process of inspecting, cleaning, transforming, and modeling data
with the goal of discovering useful information, suggesting conclusions, and supporting
decision making. Data interpretation is the study of observations for responding to a
query. The common tools used for data interpretation are electronic spreadsheets which

20
 are capable of sorting, graphing and searching data. In this chapter we are discussing the
data that has been collect credits analysis and interpretation.

3.2 TYPES AND SOURCE OF DATA

Data will be collected from both the sources primary source as well as secondary
sources.

Secondary data: the secondary data will be gathered from internet, newspaper,
catalogues and broachers and magazines.

Data analysis: The data of score of features and score of customer satisfaction was fed in
to the excel sheet. Separate Excel sheets were employed for analysis of each brand and
also to keep it concise and unambiguous. For data analysis use many types of charts:

Pie chart: This is very useful diagram to represent data, which are divided into a number
of categories. This diagram consists of a circle of divided into a number of sectors, which
are proportional to the values they represent. The total value is represented by the full
create. The diagram bar chart can make comparison among the various components or
between a part and a whole of data.

Bar chart: This is another way of representing data graphically. As the name implies, it
consist of a number of whispered bar, which originate from a common base line and are
equal widths. The lengths of the bards are proportional to the value they represent.

Q:-1 From which sources did you come to know about Deepali Restaurants?

TABLE NO. 3.1

SOURCES

S.no Responses No. Of Respondents Percentage

Figure-:
1 Friends 15 30%
3.1
2 News Paper 10 20%

3 Media 05 10% Fig.1: From

4 Hoarding/Poster 20 40% the sample
survey we
5 Total 50 100%
21
 come to know that 20 of peoples are come to know through hoarding and poster 15 peoples are
came to know through their friends 10 people through newspaper and rest of them through media
the sample survey conducting in sagar city with no. of respondent are 50.

Q:-2 What factor attracts you to visit Deepali Restaurants?

TABLE NO. 3.2

Attracting Factor

S.no Responses No. Of Respondents Percentage

1 Services 13 26% Figure-:

3.2
2 Prices 08 16%

3 Food 15 30%

4 Convenience 07 14%

5 Others 07 14%

6 Total 50 100%

Attracting Factors
Others

Conveniences

Price

Food

Services

0 2 4 6 8 10 12 14 16

22
 Fig.2: From the above fig we come to know that 13 of consumers are satisfied with services, 15
peoples are visit there because of their food quality, 07 visit their near to their conveniences, 08
visit because of prices and rest visit because of the others factor which are attracting them to visit
to the Deepali restaurant. No. of respondent in the survey are 50.

Q:-3 How frequently do you visit Deepali Restaurants?

TABLE NO. 3.3

Frequently Visiting

S.no Responses No. Of Respondents Percentage

1 Occasionally 22 44%
Figure-;
2 Weekly 10 20% 3.3
3 Monthly 10 20%

4 Twice In A Week 08 16%

6 Total 50 100%

Factors.

25

20

15

10

0
Occassionally
Weekly
Monthly
Twice in week

23
Fig. 3: From the above figure we conclude that 22 of the people are frequently visiting the deepali
restaurant in some special occasion and then 10 people are visit their weekly as well as monthly with their
family and friends and the rest of them are visiting twice in a week in the deepali restaurant the sample
survey are 50 responses in the sagar city.

Q:-4 Is the Restaurant is near to your Residence?

TABLE NO. 3.4

Residence

S.no Responses No. Of Respondents Percentage

1 YES 32 64%

2 NO 18 36%

3 Total 50 100%

Figure-: 3.4

Residence
35

30

25

20 Series 1

15

10

0
YES NO

Fig. 3: From the above figure we conclude that 32 of the people are visiting the Deepali restaurant
because they feel that it was near to their place of residency where there are living it was located their
near there place and the rest of them are dont think it was near to their place in the Deepali restaurant the
sample survey are 50 responses in the sagar city.

24
 Q:-5 What type of food item you prefer rank according to the no.(1 to 5)?

TABLE NO. 3.5

Variety of Food

S.no Responses No. Of Respondents Percentage

1 South Indian 18 36%

Figure-:
2 Starter 07 14% 3.5
3 Chinese 20 40%

4 Main Courses 05 10%

6 Total 50 100%

10%

100%
90%
80% Main Course s
70% 40% Chine se
60% State r
50% South Indian
14%
40%
30%
20% 36%
10%
0%
Column1

Fig.5: From the above figure we conclude that most of the 20 people are prefer the Chinese food
and then 18 people are prefer the south Indian food and 07 people are prefer the starter food and

25
rest of them prefer the main course in the deepali restaurants the sample survey are out of 50
respondent in sagar city.

Q:-6 Do you get your meals served timely?

TABLE NO. 3.6

Services

S.no Responses No. Of Respondents Percentage

1 YES 27 54%
2 NO 18 36%

3 Total 50 100%

Figure-: 3.6

54%

54%

52%

50%

48% 46%

46%

44%

42%
Yes No

Fig.6: From the above we conclude that 54% of the consumer are getting their meals served
timely it means they have to wait 5-6 minute after giving the order to the food and only 46%
people are also they are not satisfied with the food service of the restaurant it means there is little
difference between the customer.

26
Q:-7 Rate your satisfaction level regarding the taste of foods?

TABLE NO. 3.7

S.no Responses No. Of Percentage

Respondents
1 Strongly Agree 01 2%

2 Agree 14 28%

3 Neutral 19 38%

4 Disagree 13 26%

5 Strongly Disagree 03 6%

6 Total 50 100%

Taste
20
18
16
14
12
10
8
6
4
2
0
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

Fig.3.7: The above fig. and table shows that the 19 respondents feels the taste of food is neutral 14 feels is
the taste is good as they mark agree and 1 feels it is very good while others 3 and 13 feels it is not so good
as they mark strongly disagree and disagree.

27
 Q:-8 Rate your satisfaction level towards interior decoration of the Deepali restaurants?

TABLE NO. 3.8

S.no Responses No. Of Percentage

Respondents
1 Strongly Agree 06 12%
Figure-:
2 Agree 17 34% 3.8
3 Neutral 11 22%

4 Disagree 16 32%

5 Strongly Disagree 00 0%

6 Total 50 100%

Decoration

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Strongly Agree Agree Neutral Disagree Strongly Disagree

Fig.3.8: The above fig. and table shows that the 16 respondents disagree with the interior of the
restaurants while 11 feels it is neutral and other 17 and 6 are agree and strongly agree with the interior
decoration of the Deepali restaurants.

28
 Q:-9 Rate your Satisfaction level regarding neatness and cleanliness compared to others?

TABLE NO. 3.9

Neatness

S.no Factors No. Of Percentage

Respondents
1 Strongly Agree 05 10%

2 Agree 18 36%

3 Neutral 15 30%

4 Disagree 10 20%

5 Strongly Disagree 03 6%

6 Total 50 100%

Figure-:3.9

Neatness
20
15
10
5
0

Fig.3.9: The above fig. and table shows that the 10 respondents disagree with the neatness and cleanliness
of the restaurants while 15 feels it is neutral and other 18 and 5 are agree and strongly agree with the
neatness and cleanliness of the Deepali restaurants.

29
 Q:-10 Rate your Satisfaction level towards Parking Facilities Provided by Restaurants?

TABLE NO. 3.10

Parking

S.no Responses No. Of Percentage

Respondents
1 Strongly Agree 15 30%

2 Agree 25 50%

3 Neutral 10 20%

4 Disagree 00 0%

5 Strongly Disagree 00 0%

6 Total 50 100%

Figure-: 3.10

Parking Facilities
25
20
15
10
5
0

30
Fig.3.10: The above fig. and table shows that the 10 respondents says that the parking facilities of the
restaurants is neutral while 25 feels it is Agree and other 15 are strongly agree with the Parking facilities
of the Deepali restaurants.

Q:-11 Will you recommended the Deepali restaurants to others?

TABLE NO. 3.11

S.no Responses No. Of Respondents Percentage

1 YES 38 76%

2 NO 12 24%

3 Total 50 100%

Recommendation

Figure-; 3.11

80% 76%

70%

60%

50%

40%

30%
24%

20%

10%

0%
YES NO

Fig.11: The above fig conclude that 76% consumers think that they will recommended others to
visit there in the Deepali restaurants and the only few 24% of consumer are not recommended

31
others to visit in the Deepali restaurants out of the 50 respondents are the sample survey in the
sagar city.

Chapter 4
Findings and Suggestions

32
4.1 FINDINGS
1. It was found that the most of the respondent are attractive towards Deepali Restaurants
due ti its service and food.
2. During the project it was found that the most of the respondents visit Deepali Restaurants
occasionally as 22 of them said they visit Restaurants on events parties.
3. It was found most of the respondent at deepali Restaurants prefers South Indian and
starter as 36% and 14% of respondents prefer this.
4. It was found that at Deepali Restaurants meals are served reasonable time 42% of
respondent are satisfied.
5. Most of the respondent the decoration of deepali restaurants satisfactory 6, 17 is strongly
agrees with the interior of the restaurants.
6. Most of the respondent feels that the neatness and cleanliness in deepali restaurants is
satisfied as compared to others.
7. It was found most of the respondents are satisfied with the parking facilities of the
restaurants.
8. It was found most of the customer would like to recommended deepali restaurants friends
and family member.

33
4.2 SUGGESTIONS

1. Deepali Restaurants should provide swimming pool facilities to their customer.

2. Deepali hotel should provide shopping mall facilities to its customer.
3. Deepali hotel should introduce new line of products to attract their customer.
4. Deepali hotel can provide multi-plex facilities towards its customer.
5. They should provide different and attractive services.
6. They should improve the awareness among the people of near by area.

34
Chapter 5
Conclusion

35
5.1 CONCLUSION
The results of the questionnaires survey determined that the customer satisfaction and service
quality in Hotel Deepali is very good. The questionnaire survey is categorized into background
information of the respondents, customer satisfaction. Questionnaire was divided into 2 part in
first part respondent satisfaction level was measured and in second part close ended question
were put up. It was found that most of the customer were satisfied with all the factor which were
used to get there satisfaction level.
Likewise, others questions included that is to know whether customers will recommend this
restaurant to other and are they fully satisfied with the service quality of the Deepali. Analyzing
there response it was found that majority of respondent are fully satisfied and recommend Hotel
Deepali to others. But in another question which was as whether they will choose Deepali even if
rates will increase 54% of respondents deny with this and will switch to other hotel but 46%
respondents will stay in Deepali only.
There were total of 50 respondents who are the customers of Hotel Deepali most of them are
between the ages of younger who are mostly student and other are of the ages more than 35
which consist of businessman and the one who are doing job. Overall customer are satisfied and
enjoying the overall services provided by the hotel Deepali.

Deepali Restaurants provides the various Facilities to their customer who are visiting there such
facilities attracting the customer to visit again in that restaurants it also served online network of
their foods and service to their customer . As we all know that our prime minister had launched
the digitalization system all over the country as we can say Deepali Restaurants And Hotel work
according to the business Environment.

36
 BILOGRAPHY
http://marketrealist.com/2014/07/must-know-restaurants-important-investors/

http://www.desiblitz.com/content/fast-food-grows-in-india

http://marketrealist.com/2014/07/overview-assessing-restaurant-industry-business-model
http://marketrealist.com/2014/07/must-know-restaurants-important
http://www.desiblitz.com/content/fast-food-grows-in-india

37