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Customer Expectation through Service Quality Dimension

INDUSTY PROFILE
HOTEL INDUSTRY
INTRODUCTION A hotel is an establishment that provides paid lodging, usually on a short-term basis. Hotels often provide a number of additional guest services such as a restaurant, a swimming pool or childcare. Some hotel has conference services and meeting rooms and encourages groups to hold conventions and meeting at their location. Revenues of hotel and restaurant (H&R) industry in India during the financial year 2006-2007 was INR604.32 billion, a growth of 21.27% over the previous year, primary driven by foreign tourist arrivals, which increased by 14.17% currently there are some 1,980 hotels approved and classified by the ministry of Tourism, government of India, with a total capacity of about 110,000 hotel rooms. With tourism industry showing excellent performance, , in terms of foreign tourists arrival and demand outpacing supply, the hospitality industry, is poised to grow at a faster rate and reach INR 826.76 billion by 2010. It is estimated that over the next two years 70,000-80,000 rooms will be added across different categories throughout the country. In the Indian scenario, the report covers the current trends in the Hotel industry (increase in foreign tourist arrivals, MNCs foraying into India, demand supply mismatch getting closer, rise in Occupancy rates and Rev PAR and strong recovery of the Indian economy), its structure (composition of hotels), key consumer segments (business traveler, leisure traveler, & airline cabin crew) and value chain. As a part of the derisking model the companies in the Indian hotel industry are also moving up the value chain to management contracts and co-branding. The report on Indian Hotel Industry provides an in-depth view of the sector in general and important aspects of the sector. The report starts with the global hotel industry to give a perspective of the Indian hotel industry in the global context. The report covers the hotels industry structure, major players, regulations, growth drivers, issues and challenges, critical success factors and foreign direct investment trends. An analysis of the industry performance was made on critical business parameters like Occupancy rates, Revenue Per Available Room (Rev PAR) and Average Room Rates (ARR) and compared with global trends. The report also analyses the performance of the industry across major markets, and profiles the major players in the industry

Hotel Industry in India


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Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific. 'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish. 'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010. With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are Flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks bright The hotels in India can be broadly classified into following segment. 1. Star Rated Hotels 2. Heritage Hotels 3. Budget Hotels 4. Unclassified Hotels Star rated hotels: they form 30% of the industry size. These are mainly situated In the business districts of metro cities and cater to business travelers and foreign tourists. These are considered To be very expensive. They are built over an area of up to 18000 sq. meters.
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Star Category Hotels: - 5 Star Deluxe, Five Star, Four Star, Three Star, Two Star & One Star The first 2 type are usually location in business areas of metro cities and cater to foreign tourism, business travelers, top government officials and political brass, offering luxury at a high price. Youll find the next 2 types in tier ill cities and tourism destinations, preferred by mid-level executives and leisure tourists. The last 2 types are found in smaller cities and around tourist spots. Preferred by domestic tourists. Reputed Indian veterans include ITC, Indian hotels company (Taj group), East India hotel (oberoi group), hotel Leela venture and ITDC hotels, foreign hospitality players include Marriott, Radisson, Sheraton, Meridian, Hyatt, four seasons regent, Carlson group, Jeremiah and Mandarin Oriental and Dubais Istithmar luxury hotel, heritage hotel. These are characterized by lesser capital expenditure and affordability and include hotel running in palaces, castles, forts, hunting lodges etc. the heritage hotel are further classified as: 1. Heritage classic 2. Heritage grand 3. Heritage Heritage classic: These include hotels built between 1920 and 1935, Heritage grand: These include hotels built prior 1920. Heritage: These include hotels built between 1935 and 1950, Budget hotels: Theyre usually preferred by domestic travelers seeking economical accommodation, these are reasonably priced, offer limited luxury, seasonal discounts and decent services. Some new global entrants include UKs dawnay day and Whitbread premier Travel Inn, Shangri-la, Amanas resorts, golden Tulip budget hotels, Fairfield Inn, country inns and suites, courtyard by Marriott, Ibis and Kamfotel among others. Budget hotels are preferred by business travelers contributing to greater ARR (average room rate) then leisure travelers. Increased demand and healthy occupancy has fueled the growth of budget hotel in a short time. Unclassified hotels: Theyre motels spread across the country. They form 19% of the industry size. Low price is their only USP.
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Contribution to Indian Economy


The Indian hospitality industry is going great guns presently, with high operating margins and increase in the number of travelers visiting India - both inbound and outbound. Thus, the only direction left for the sector points upwards. However, what need to be focused on is the facts that opportunities are not missed, which presently include the large gaps in rooms supply as compared to demand. India has approximately 100,000 rooms only in totality, which is lesser than that in Las Vegas, besides contributing to an insignificant portion of the GDP - just 5.4 per cent says SudeepS Jain, executive director of JLLM. In comparison to nations like China, Thailand and Malaysia where the hospitality share ranges between 12 and 15 per cent, India's growth potential is boundless. "By 2020, the hospitality and tourism sector would be a major contributor to the Indian economy," says Jain. South Asia is and will remain a must-visit destination and India is looking more and more lucrative. Within the nation, major contribution as destinations will be from the growing tier I and II cities with a special emphasis on business hotels across categories as well as the prime leisure destinations like Goa, Rajasthan, etc, which will remain on the growth path, creating the aura for India as a leisure destination. Around 500 million domestic tourists are projected to travel across India by 2010 compared to around 325 million in 2006 and growing at over 10% annually. In India, the industry supports 48 million jobs, directly or indirectly or 8.27 per cent of total employment and accounts for 5.83 percent of the GDP, according to Department of Tourism estimates. To set up a 5-star deluxe hotel with 250-300 rooms will cost approximately Rs.300 crore, excluding the land cost. As per estimates by hospitality consultancy HVS International, around 150 hotel projects are in the works across the country, which are likely to add around 53,000 rooms over the next five years. There are about 1,285 approved budget hotels across the country with about 51,000 rooms apart from guesthouses, dharamshalas and devasthans in the unapproved sector. Average Room Rate (ARR) of hotels in India is increasing at the rate of over 20%- almost equal to that of hotels in developed countries such as Europe and the US. The growth in ARRs is direct fallout of the shortage of five-star accommodation in India and high demand generated by the booming economy. This shortage has stimulated investments in the hotel industry.
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Most of the five-star hotels are witnessing an average room occupancy rate of over 80%. For every room constructed, 3-5 jobs are created. The World Travel and Tourism Council has estimated that by 2010, tourism can support 25 million jobs (1 in every 15) in India through 8% annual growth.

Role of Indian Government In Tourism


Recognizing the important role of the hotel industry in the development of the economy, the government of India is taking a very open minded policy the government with its liberalized economic reforms has also encouraged the industry by way of approvals inviting foreign investors and collaborators with foreign chain of hotels. In the near future say by 2010 A.D. the industry would have a new look since ambitious targets have been fixed. Existing plans of tourism are being given face lifts, fresh and new spots and circuits are being introduced like nature tourism, youth tourism and sports tourism. These no doubt would attract the best tourists in the world.

Tourism Industry and Hotel Industry


It is right said that No Hotels No Tourists. Tourism industry and hotel industry are the two industries, which go hand in hand. Hotels are an essential and vital part of the tourism industry. Growth in tourist industry is always matched with the development of hotel industry resulting in a large number of hotels, catering institutes springing up both in the private and public sector to cater to the needs of the industry, banks, financial institutions have liberalized their rules in rendering financial assistance to new hotel projects said as tourists spots and also to renovate existing ones to draw the cream of the tourists. Government too is not lagging behind by assisting has also set up the Tourist Finance Corporation Of India (TFCI) as an apex institution for promoting and financing tourist related activities. India presently offers approximately 60,575 rooms in 1,123 recognized hotels all over the country while the need is for 1, 30,000 rooms. The much needed thrust to the tourist industry is the thrust which the hotel industry is also waiting for. It will accelerate further growth and development of hotel industry. Tourism industry cannot survive without comfortable hotels. Therefore it is rightly said that No Hotels, No Tourist. Tourism industry and hotel industry are the two industries which go hand in hand. Hotels are an essential and a vital part of the tourism industry. Though tourism has many diverse components, hotels constitute the most important segment. If all the tourist resources were not adequately developed all the national scenery, the climatic virtues, recreational and sporting

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facilities and the rich cultural heritage and India would not suffice to sustain good volume of tourist trade. The hotel industry is the third largest foreign exchange earner of the country. S1.NO 1 2 3 4 5 6 7 8 Category 5-star deluxe 5-star hotels 4-star hotels Heritage 3-star hotels 2-star hotels Budgeted hotels To be classified No of hotel 42 54 72 42 288 296 124 205 No of room 10,734 7,518 5,108 1,012 13,747 10,584 4,244 8,568

Economically, tourism brings in foreign exchange and helps in settling balance of payments. Tourists bring foreign currency into our land and spend it here for paying for food, services, shelter and also for buying goods and travelling. The hotel development has made it easier for people to get to know each other in various countries. It is useful in promoting international harmony and understanding. A large number of hotels have come into existence both in public and private sectors. This stimulation of the economy as the money changes hands is known as the multiplier effect and one of the significant effects that the hotel industry has on the Indian economy.

List of the star category hotels in India


S. No 1 2 3 4 5 6 7 8 9 NAMES OF THE HOTELS Agra-Holiday Inn Agra Ahmadabad-Le Meridian Bangalore-The Grand Ashok Bangalore-Infantry Court Bhubaneswar-The Trident Hilton Chandigarh Hotel president Mumbai-Hilton Towers Chennai-The Park Gangtok-Hotel Central S. No 15 16 17 18 19 20 21 22 23 NAMES OF THE HOTELS Jaipur- Hotel Clarks Amer Jaipur-Holiday inn Jaipur kalimpong park Hotel Khajuraho-Hotel Clarks Kochi-casino Hotel Kochi-trident Hotel Kodai Kanal-Hotel Kodai International Kolhapur-Victor palace Kolkata-The Park
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10 11 12 13 14

Goa Bambolim Beach Resort Goa- La Goa Azul Guwahati- hotel dynasty Hyderabad- Aditya park inn Itanagar Hotel done polo Ashok

24 25 26 27 28

Kolkata-Pearless inn Kottayam- Anjali hotel Kovalam-le Meridian Luck now- Hotel Clarks Avadh Mysore-Hotel Quality inn Southern Star

Tourism in Karnataka
Karnataka, The eighth largest state in India has an area of 1,91,791 sq.kms Karnataka is endowed with beautiful nature with its natural scenarios, Its temperature climate, The natural monuments, its scenic rivers and waterfalls wild life and bird sanctuaries, the state has everything to offer a tourist and give them a wonderful experience. The architectural history of Karnataka is well known for its temples, monuments forts and the remains of the old ancient cities. The temple at Aihole and Pattadokal depict the earliest examples of rock architecture dating back to the fifth century AD. The temples at Halebidu Belur and Somanathpur are carves with excellent sculptures. The GolGumbaz at the Bijapur with its famous whispering gallery, fine mosques like the Jamie Masjid and Andu Masjid are some of the best monuments. The type of clientele in Karnataka is of business leisure [relaxation] on most of the foreign tourists visit the state of Karnataka which is about 47.8% the state also offers extensive shopping opportunities, which fanfare of cultures, it has heritage of dance and music also. With a culture so rich, the state of Karnataka has everything to offer tourists

COMPANY PROFILE
COMPANY NAME : HOTEL BALA REGENCY

COMPANY ADDRES

MAIN ROAD, PARVATINAGAR BELLARY

CITY/ PROVINCE

BELLARY

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COUNTRY / REGION

INDIA (KARNATAKA)

ZIP/ POSTAL CODE

:
:

583103
08392-268300

TELEPHONE NO

CONTACT PERSON

GENERAL MANAGER

BACKGROUND AND INCEPTION OF COMPANY


In 2007,OCT 8th POLA FAMILY came up with a new hotel in a place Like Bellary called HOTEL BALA REGENCY which was recognized As 3 star hotel & which is well known for its cleanliness and got lots of Complements from lots of customers who visited there and also by an Health and welfare department recently, further they expanded their Business 2008 by opening Saloon shop Cyber cafe Conference hall Food & beverages department (bar & restaurant) A/c vegetarian family restaurant Banquette hall Caterings services
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Beauty parlour

Main features of the hotel are:


ROOMS TARIFF 25A/C DOUBLE BED rooms 12 NON A/C DOUBLE BED rooms 8 SEMI SUITS 4REGENCY SUITS-

Name of the hotel HOTEL BALA REGENCY


STAR CATRGORY LOCATION TYPE PROPSED SITE NO OF ROOMS FACILITIES OFFERED : : : : : : 3 Star Bellary Private ownership Bellary 49+8 Restaurant, accommodation, bar, car parking, Saloon, beauty parlor, Cyber, fax MANPOWER : 90-100

ABOUT POLA FAMILY Pola is a joint family concern, since 1925 till now the whole family is staying under one roof about 100 persons off all age groups starting from 4 years to 95 years are staying in this roof. Pola venkaiah shetty is the founder of pola family. He initially started iron and steel Business namely lakshmi iron mart which is known as the mother firm of Pola family. Pola venkaiah Shetty has 4 sons namely:

Mr. Pola Ashwath Narayana Mr. Pola Basavaraj Mr. Pola Om Prakash Mr. Pola Radhakrishna

And 7 daughters, he wanted to have individual business to his sons. Pola venkaiah shetty incorporated new business like:
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JYOTHI OIL SYNDICATR (Indian oil corporation dealers) situated at hospet road ACC DISTRIBUTORS for Bellary district. VARLAKSHMI HARD WARE MART, Bellary. Pola being a Hindu joint family they use to have occasion monthly or once in two months, at that time hotel Pawan were only hotels which were available for celebrating occasion. As the Bellary city grew in a process of development, there was a dire need to pioneer a hotel under star category, including the requirements with all the supporting services that would enhance the hotel pola paradise and centralizing the authority under one roof. With the industrious credential of its family background all the family discussed and wanted to start a hotel project with contemporary Jindal stated having proposal of JSW plant at thorangallu, Bellary district. P.Radhakrishna the managing director of pola paradise hotel took an initiative and started the project in the year 1992. In 1993 we laid a foundation stone to build the hotel, we initiated the construction of the swimming pool, Bellary With the extreme temperature during the year and especially during the year 1994 followed by non-vegetarian restaurant. Later in the year 1996 we came up with lodging facility which consists 58 rooms. In the year 1997 pola expanded its business with bar and restaurant. In 2000 we started a mini theater and later it was closed because the license was canceled by government of Karnataka. Later hotel Pola Paradise hotel made a further expansion which is listed below:In 2001 they came up with saloon shop In the year 2002 they started emerald hall and conference hall In the year 2004 they started cyber caf In 2007 they started golden shop In the year 2008 they started ac vegetarian restaurant

NATURE OF THE BUSINESS CARRIED


The main objective of hotel bala regency is giving good services to the people Who are living in Bellary through chattering orders & also the customer who visit from outside to Bellary by providing good facilities according to customer expectations and services like with
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lodging by providing good rooms with a/c,refrigerator,tv, &internet facility & employment generation. The other services which are provided inside hotel bala is facilities like saloon shop, beauty par lour, & also providing good food through their restaurant itself but cost is little bit high.

CATTERING SERVICES:
Accepting orders from the customer from outside & providing services in time according to their expectations, tastes and preference.

VISION, MISSION & QUALITY POLICY


VISION STATEMENT: We see an organization which is conscious of its role in the community, supporting social needs in terms of serving highest quality cuisine and ensuring employment with the local community, and attentive to the green environment. MISSION STATEMENT: We are committed to providing our guests with standards of excellence that surpass their expectations. We take serious our responsibility to map out the future development and continuous improvement of our product.

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We encourage our employees to learn and teach, creating an environment that is pleasant, safe and happy. We will fulfill our commitment to the community & environment at all levels to ensure harmony. QUALITY POLICY: The first objective of club is provide continues guest satisfaction and meet their expectations at the highest level. Our base for this will be continues quality enhancement and high standards of services. Our service will be delivered to our guest reliable, fast and on time. High guest satisfaction will be our main objectives. One of our main tasks is to provide continues satisfaction of our employees by meeting their multi directional expectations. We will continuously fulfill our care and responsibility for our society and the environment. The requirement of our quality system with its international standards will be applied throughout our hotel. The policies and objectives will be fully adapted in all units & the top management will make sure of the healthy operations of the system throughout our hotel.

PRODUCTS/SERVICES PROFILE
Saloon shop Wi-Fi Conference Hall Food & beverages department (bar & restaurant) A/c vegetarian family restaurant Banquette Hall Cattering services Beauty parlor

AREA OF OPERATION (REGIONAL)


As the hotel was urban located as par the statement of the manger, hotel has a very Strong local business and attracting the customer from the other part of the district who visit Bellary. Hotel manger is planning to extend its area of operation within the District of registration and also in
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adjoining district within the state of registration and Planned & now they are opening a 5 star hotel in Thorangal for which construction Work is going on.

OWNERSHIP PATTERN
The HOTEL is managed by single person POLA RADHAKRISHNA who is managing director of hotel and there is no board of directors, partners and share holders,

COMPETITORS INFORMATION
The different competitor is listed below: 1. HOTEL POLA Hospet road Bellary -583101 2. HOTEL PAVAN M.G.ROAD BELLARY 3. HOTEL RAMESHWARI Near SRR theatre Mothi circle Bellary-583101
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4. MERCHAD RESIDENCY Beside old bus stand Royal circle Bellary -583101. 5. BAGHICHA Moka Road Bellary

INFRASTRUCTURAL FACILITIES
The proposed hotel will provide all the facilities of a three star hotel. The salient features of the new hotel are: 1. Travel desk 2. Bar 3. Beauty parlor 4. Conference hall 5. Laundry 6. Doctor on call 7. STD/ISD facilities 8. Credit card accepted 9. Continental break fast 10. Cable television 11. Fax 12. News paper

ACHIEVEMENTS AND AWARDS


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The hotel is doing business accordance with managing director Pola Radha Krishna. As the hotel has been started recently, just only 3 years passed so the hotel got any awards for them but has achieved great quality of service and in the vision of customers as a branded hotel and due to scarcity large demand of customers for boarding & lodging. They are opening another new branch in thorangal near to Bellary city which will start giving service to their customers soon. This hotel is progressing every year not only in service quality but also in profit.

FUTURE GROWTH AND PROSPECTUS


Hotel Bala Regency, Hotel is doing the business at city of Bellary and processing its business since from last 4 years. Hotel has initially stared its business with huge capital amount and now they getting huge amount of profit with in short term as on the accounts of year 2010. The hotel was considered as a 3 star hotel and got complements for the cleanliness by health and cleanliness department as it looks like a 5 star hotel. This core profitable hotel in entire Bellary division after Pola and given the top most services to their valuable customers. Planning to expand its business in other areas and constructing a 5 star hotel in a place near Bellary called Thorangal. As there are no competitors or less competitors the hotel can survive for almost 10-15 years without any difficult. Because there is no any other upcoming projects.

Future growth of hotel industry


The hotel industry in India is going through an interesting phase. One of the major reasons for the increase in demand for hotel rooms in the country is the boom in the overall economy and high growth in sector like information technology, telecom, retail and real estate. Rising stock market and new business opportunities are also attracting hordes of foreign investors and international corporate travelers to look for business opportunities in the country.
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Hotel industry is also inextricably linked to the tourism industry and its growth has added fillip to the hotel industry. And with Code Nast traveler ranking India as the fourth most preferred travel destination and lonely planet selecting the country among the top five destination firm 167 countries, India has finally made its mark on the world travel map. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of option. The opening up of the aviation industry in India has led the way for exciting opportunities for the hotel industry as it relies on airlines to transport 80% of international arrivals

McKinseys 7s framework
STRATEY

SYSTEMS

STAFF

SHARED VALUES STRUTURE SKILLS

STYLE

The 7-S framework of McKinsey is a value based management (VBM) Model scribes how one can holistically and effectively organize a company. Together these factors determine the way in which a corporation operates. SHARED VALUE

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The interconnecting center of McKinseys modal: shared values. What does the organization stands for and what it believes in. central beliefs and attitudes. STRATEGY A set of action that the company starts with and which it must maintain. It also means the integrated vision and direction of the company as well as the manner in which it derives, articulates and implements the vision and direction. STRUCTURE The people and task the organized, policies and procedures which govern the way in which the organization acts within itself and within its environment, the organization

SYSTEM
The procedures, processes and routines that characterize how important work is to be done: financial system; hiring, promotion and performance appraisal system; information systems, department selected for study: planning and development section. Nature of study involved: iterates rater offered by the bank on deposition of the customers.

SKILLS
Skills refer to the fact that employees have the skills needed to carry out the companys strategy. Training and development ensuring people known how to do their jobs and stay up to date with the latest development and techniques.

STYLE
How the managers behave, leadership style, employees share and common way of thinking and behaving-unwritten norms of behavior and though, organization culture.

STAFF
How the company develops managers, selection, training, reward and recognition, retention, motivation assignment to employees appropriate work etc.

STRATEGY
Goods service quality: Every organization is structured around its products, services, technology or a combination of them. As such, the organization may have different work culture and organization structure defines roles and responsibilities and expects good work behaviors from work men. The hotels one of the
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important strategy is to maintain quality of service and further to improve it more. We can improve productivity to great extent just by giving good service of product. The quality of service provided is an achievement and a march towards higher profits. A new and creative way of thinking the service quality is by adoption of processes and application of strategies to minimize the customer dissatisfaction.

STAFF
HOTEL BALA REGENCY recruits its employees directly without any tests or interviews for low level employees but ask for working experience in other hotel, but conduct oral interview for several manager post in the hotel who comes under middle level employees. HOTEL BALA REGENCY STAFF IS CLASSIFIED INTO:
TOP LEVEL MANAGEMENT

MEDIUM LEVEL MANAGEMENT

LOW LEVEL MANAGEMENT

TOP LEVEL MANAGENT It is the starting level of HOTEL BALA REGENCY. Managing director comes under this level of management. And in this top level there is no board of directors or any partners. MIDDLE LEVEL MANAGEMENT This is the second level in HOTEL BALA REGENCY and the employees of this level are designated as managers (front office manager, accounts manager, banquette manager) Cashier ,and etc.,. LOW LEVEL MANAGEMENT This is the last level in the hotel management. Stewards, waiters, cook, and other workers like cleaners, security etc.., comes under this level of management. SHARED VELUES pride
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Respect Integrity Self discipline Motivation

1 .PRIDE: They take pride in their and the organization. The employees feel pride to be a part of HOTEL BALA REGENCY because the managing director immediately responds to the problem of employees whenever they are in problems. 2. RESPECT: They respect the customer, subordinates, peers and superior, and they also employees respect their customer. 3. INTEGRITY: They show highest level of integrity in their work and in company under all circumstances, they are truthful to the management. They work hard to the up-lift of the company. They are honest in the work. 4 SELF DISCIPLINE: They imbibe and practice of self-discipline in all the daily activities. The employees are self controlled in their work. They complete the work within the given span of time. They have the good willpower to complete the given work. 5 MOTIVATION: They always motivated to give the best to the organization. Employees are enthusiast in maintaining the time. They complete their work with good inspired way.

STERUCTURE
Following is the Organization Structure at HOTEL BALA REGENCY.

Managing Director ECO General Manager


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Junior Manager Employees Security


STYLE Cultural style of the organization and how managers behave in achieving the Organizational goals. Style refers to management style of the organization; the organization adopts both top-down as bottom-up approach in various situations: as in case of making major decisions like policies, procedures discipline this task will be under taken by top management. In case of making technical decisions like how much raw material is required to producen certain amount of output, what sort of quality of raw materials to be purchased these all decisions are taken by the middle level management. Here the memorandum will be prepared by the middle level management by concerning the production department and all related department and this is to be approved by the top management so, here the bottom-up approach is adopted. SKILL Skills refer to the fact that employees have the skills needed to carry out companys strategy. Employees working at hotel bala regency and hotel development-ensuring employees known how to do their jobs and stay up to date with the latest development and techniques to deal with customer. A company employee should have certain skills in such as honesty, empathetic. And the company should have skills, such as the company should be responsive, and assure to the customer, but it rakes the human and managerial input to translate their art of dealing with the customer , each department in the organization have individual skill to deal, which helps them to retain their organization values. SYSTEM: A) Recruitment: - It is the process as selecting competent skilled personal with the proper qualities to carry types as job in the hotel .such as manager jobs required by hotel.

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b) Appointments: - a letter as appointment is given to the applicant as soon as his job is confirmed. Document and dates pertaining to the candidates are filled and a candidate is given with job specification in brief. c) Appraisals: - This acts as feed back to the employee performance targets to does this appraisals must be continuous as they will motivate employees thus resulting is better performance as employees.

SWOT ANAYSIS STRENGTH


Differentiated products or services from competitors Location of our business Undamaged reputation Quality services Other aspects of business that adds value to our product or service Employees hard working Strong and high quality infrastructure Advance booking Variety of services Technology Management Customers feel hotel as a branded specially for room booking. Very close to the bus stand and railway station

WEAKNESS

Lady workers working in a hotel are irregular There is no separate family & bar section No wide parking space. Less Advertising. Shortage of land for expansion

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OPPORTUNITIES

New business opportunities Large number of employees Developing market such as internet Moving in to new market segment that offer improved profils Market vacated by ineffective competitors Potential to increase customer base.

Product and services expansion Opening to exploit new technologies Take market share from rivals
THREAT

Adaptability of changing life styles. Price war with competitors

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FINANCIAL STETMENT Profit & Loss A/C Bala Regency Hotel.


Particulars Income Sales turnover Other income Total income Expenditure Power & fuel cost Employee cost Selling & admintation expenses Miscellaneous expenses Total expenses Operating profit PBDIT Interest PBDT Depreciation Profit before tax Tax Net profit (PAT) May-2010

Balance Sheet Bala Regency Hotel.


Sources Of Funds Capital Reserves Net worth
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Secured loans Unsecured loans Total debt Total liabilities Application of funds Greases block Less: accum depreciation Net block Capital working process Investments Inventories Sundry debtors Cash & bank balance Total current assts Loans & advances Fixed deposits Total current assets loans& advances Current liabilities Provisions Total current liabilities & provisions Net current assts Total assts

LEARNING EXPERINCE
The first day of my SUMMER PROJECT began with a brief introduction of company profile. I started my project work under guidance of the General Manger Ms.Radhika of Hotel Bala Regency, and then his introduction me to general manager and told her to provide information whatever required related to the project.
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The study carried in hotel helped me to know about the organization, its profile, its structure, and department function, working style of employees. During few weeks of project. I studied the structure of the organization. Here every department is interconnected. The experience I got the SUMMER PROJECT was really fretful to explore new product-line, people, strategies, workplace, organization culture, polices and more distinctively the style of managing the companys profile. I believe that experience I had in hotel will surly enrich my knowledge on industrial practicalities, at the same time, the prevailing situation the urban market demands a fresh strategy to face the challenges beyond the year 2011.

GENERAL INTRODUCTION
The definition of quality may vary from person and from situation to situation. The definition of service quality vary only in wording but typically involve determining whether perceived service delivery meets, exceeds or fails to meet customer expectations.

OBJECTIVES OF SERVICE QUALITY

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The subject of service quality has aroused considerable recent interest among business people and academics. Of course, buyers have always been concerned with quality, but the increasing competitive market for many services has led consumers to become more selective in the service they choose. Conceptualizing the quality for services is more complex than for goods. Because of the absence of tangible manifestations, measuring service quality can be difficult but there are possible research approaches. Comprehensive models of service quality and there limitations can be studied .understanding just what dimensions of quality are of importance to customers is not always easy in their evaluation process. It is not sufficient for companies to set quality standards in accordance with misguided assumptions of customers expectations. A further problem in defining service lies in the importance which customers often attach to the quality if the service provider is distinct from its service offers the two cannot be separated as readily as in the case of goods. Finally, issues relating to the setting of quality standards and implementation of quality management should be studied.

SERVICE QUALITY:
Service quality is determined by what customers perceive. It means that customers play an important part in judging service quality. Very often companies define service quality apart from what the customers perceive of the quality so that time and money are poorly invested to poor quality programs. Gronroos (2000) identified two dimensions in service quality as it is perceived by customers: they are technical quality and functional quality. The technical quality is the outcome or the end result of a service production process, the functional quality is how a customer receives the service and how he experiences the simultaneous production and consumption process. All the tangible will create the technical quality but the intangibles will generate the functional quality. For example in a restaurant setting, the delicious food served to the guest is the technical quality of a service, while how the guest is treated and served by the waiter is the functional quality. Both of them give influence to the customer in perceiving the service quality. Very often the service provider who performs better in functional quality will gain competitive advantage when most of service providers provide relatively the same technical quality.

Reliability

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Reliability is defined as the ability to perform the promised service dependably and accurately. In the broadest sense, reliability means that the company delivers on its promises about delivery, service provision, problem resolution and pricing.

Responsiveness
Responsiveness is the willingness to help customers and to provide prompt service, this dimension emphasizes attentiveness and promptness in dealing with customer requests, questions and complaints and problems. To excel on the dimensions of responsiveness, a company must be certain to view the process of service delivery and the handling of requests from the customers point of view rather than the companys point of view.

Reliability Responsiveness Assurance Empathy Tangibility


PRICE SITUATIONAL FACTORS PRODUCT QUALITY CUSTOMER SATISFACTION CUSTOMER LOYALTY SERVICE QUALITY STIUATIONAL FACTORS

Assurance: Assurance is defined as employees knowledge and courtesy and the ability of the firm and its employees to inspire trust and confidence. This dimension is likely to be particularly important for services that the customer perceives high risks and about which they feel certain about their ability to evaluate outcomes. Trust and confidence may be embodied in the person who links the customer to the company. Empathy
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Empathy is defined as the caring, individualized attention the firm provides its customers; The Essence of empathy is conveying through personalized or customized service, that customers are unique and special. Customers want to feel understood by and important to firms that provide service to them.

Tangible
Tangible are defined as the appearance of physical facilities, equipment, personnel and communication materials. All of these provide physical representations or the service that emphasize tangible in their strategies include hospitality services where the customer visits the establishment to receive the service, such as restaurants and hotels, retail stores and entertainment companies. SERVICE QUALITY MEASUREMENT The Gaps model of service quality developed a model which depicts how various gaps in the service process may affect the customers assessment of the quality of the service. The foundation of the model is a set four gaps which are the major contribution to the service quality gap which customer may perceive: Gap 1: (Consumer expectation Management perception Gap): in formulation its service delivery policy, management does not correctly perceive or interpret consumer expectation. Gap 2: (Management perception service quality specification Gap): management does not correctly translate the service policy into rules and guidelines for employees. Gap 3: (Service quality specification service delivery Gap): employees do not correctly translate rules and guidelines into action. Gap 4; (Service delivery External communications Gap): External communications promises made to customer do not match the actual service delivery. These four gaps emerge from an executive perspective on a service organizations design, marketing and delivery of service. These gaps are located throughout the organization between frontline staff, customers and manager. They, in turn, contribute to another gap, i.e. gap 5, which is the discrepancy between customer expected and the perceived service actually delivered. This gap is a function of the other four gaps: i.e. .Gap 5=f (gaps 1, 2, 3, and 4). When analyzing the quality of service it is desirable to analyze the largest possible number of companies supplying the same type of service. The expected service is the function of earlier experiences of the consumer, their personal needs and oral communication. Communication with the market also influences the expected service.
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Experienced service, here called perceived service, is the result of a series of internal decisions and activities. The managements perception of the consumers expectation is the guiding principle when deciding on the specifications of the quality of service that the company should follow in providing service. If there are difference or discrepancies in the expectations or perceptions between people involved in providing and consuming services, a service quality gap can occur. Since there is a direct connection between the quality of service and the satisfaction of clients in hotel industry, it is Important for the company to spot a gap in the quality of service. The first possible gap is the knowledge gap. It is the result of the difference in managing knowledge and their real expectations; this gap can lead to other gaps in the process of service quality and is, among other things, caused by: ___ Incorrect information in market researches and demand analysis: ___ incorrect interpretations of information regarding expectations: ___ Lack of information about any feedback between the company and the consumers directed to the management: ___ Too many organizational layers that hinder or modify parts of information in their upward movement from those involved in contact with the consumers. The second possible gap is that of standard. it is the result of differences in managing knowledge of the clients expectations and the process of service provision (delivery). This gap is result of: __ Mistakes in planning or insufficient planning procedures, __ Bad management planning: __ Lack of clearly set goals in the organization: The management can be right in evaluating the clients exceptions and business methods to satisfy these expectations, the employees being correct in providing service. The third possible gap is between service quality specification and service delivery (the service delivery), This gap result of: ___The difference between specified delivery standard performance of the standards: ___ Many factors service delivery: and the service providers actual

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The fourth possible gap is the communication gap arising when there is a difference between the delivered service and the service that the company promised to the clients via external communication. The reasons are: __The planning of communication with the is not market is not integrated with the service: __ Lack or insufficient coordination between traditional market and procedures: If any of the mentioned gaps arise, the service gap will also appear the real service will not satisfy the clients expectations. Hotel companies try to detect the service gap with survey questionnaires. For this reason the first four gaps also called organizational or internal gaps.

Client

Expected service

Gap-5

Perceived service

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Company Gap-1 Gap3

Provision of service

Gap-4

External With clients

communicatio

Transforming knowledge in specification of service quality

Gap-2

Managing knowledge of clients expectations

SERVICE ENCOUNTER OR MOMENT OF TRUTH:


There are three general types of service encounters in the hospitality industry: remote encounters, phone encounters, and face-to-face encounters (Zeithaml and Bitner, 2003, pp. 102-104). Remote encounters can occur without any direct human contact, such as: booking a room via the Internet. In this case the technical quality is the only point to control as there is no direct interaction with the service provider. While the phone encounter is the type of encounter between an end customer and the knowledge, and effectiveness/efficiency in handling customer issues become important criteria for judging service quality. As for face-to-face encounters, there is a direct contact between an employee and a customer. Both verbal and nonverbal behaviors are important determinants of service quality as well as the tangible cues such as employee attire, equipment, organization which occurs over the telephone,
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such as: booking a room or a table via telephone. In this case, tone of voice, employee physical setting and other tangible symbols. Example: among the service encounters that a hotel customer experience are checking into the hotel, being taken to a room by a bell person, eating a restaurant meal, requesting a wake- up call, and check out. It is in these encounters that customer receives a snapshot of organizations service quality and each encounter contributes to the customers overall satisfaction and willingness to do business with the organization again. The vivid impression of services on the customer occurs during the service evidence or moment of truth. This happens when customer interacts with the service firms. The front line service employees are referred as boundary spanners because they operate at the organizational boundary. The referred employees are considered to be in the event of moment of truth or service evidence. The interaction would serve as a link between the customers and the organizational operations. They serve a critical function in understanding, filtering, and interpreting information and the sources from the organizations and customers.

The moment of truth observed at Bala Regency hotel is as follows:


Moment of Truth at Lodge Interaction at the reception Interaction with Stewart Interaction with bell boy Moment of Truth at restaurant Interaction with Stewart Interaction with bill counter. Interaction at parking security personnel

SERVICE QUALITY IN HOTEL

Service quality, a critical element of customer perceptions, in the pure service of hotel Bala regency, service quality will be the dominant element in customers evaluations in this hotel. In case in which customer service or service are offered in combination of physical product, service quality may also be very critical in determining customer satisfaction.. First we discuss what customer evaluates: then we look specifically at the five dimensions of service that customer rely on in forming their judgments.

Reliability
Since inception of the hotel bala regency in 2007.and from years, it has rendered successfully its service its service and has been marked itself as singnicant hotel in this region. Service in RESTAURENT, LODGING, CYBER NET, SALOON, and FAX, BAR, It has marked itself as a venue for conducting many national and international conference and functions. Therefore the

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ability of bala regency hotel is admirable to perform the promised service dependably and accurately.

Responsiveness
The hotel has keen interest in serving its customers through the approach of responsiveness. The customer complaints have been taken seriously and attempt for the necessary change. it has also stepped up in advising training to its employees in tackling many issues with regard to the problem of customer s. Responses can be linked to the quality of the food served which had a dramatic change over a period of time and bala regency hotel has symbolized itself as a hotel that provides the best of Bellary area.

Assurance
The main assurance of bala regency hotel is employees knowledge and courtesy and their ability to inspire trust and confidence. The various process in the bala regency hotel have been systematically designed to deliver better service. The process like order to place cuisine to its execution, the various steps in the process is sketched and known to its employees, so the any flaw rectified immediatel

Empathy
The front line employees are trained for the moment of truth where is a need for customer interaction the employees are there to portray the passion for the service on terms of politeness, sincerity, truthfulness and courtesy,

Tangibility
The service of bala regency hotel is been tangible with its physical settings and modem equipments. its gives the details to its customer of billing processes through its electronic media. The customer is also been delighted with its environmental greenery, swimming pool, and with its ambience.

Possible Levels of Service Expectation


HIGH

Ideal
Expectations

Everyone says this restaurant it as


good as one in north Karnataka region

Or desire

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Normative
Should

As expensive as this restaurant is, it


ought to have excellent food and

Expectation

service

Normative
Should

LOW

Most time this hotel is very good, but


when it gets busy the service is slow

Expectation

Acceptable
Expectation

I expect this hotel to serve me in an


adequate manner

Minimum
Tolerable

I expect terrible service form this


hotel but come because the price is

Expectation

low

STATEMENT OF THE PROBLEM


With the growing population and rapid urbanization, in the city of Bellary there is ever increasing demand for the hotel industry. Bellary city is experiencing an industrial expansion in its borders which has made many commuters to visit Bellary to and fro. Looking at the untapped market many players are enter into the hotel industry trying to fulfill needs of customers. Bala regency being located in the strategic part of the Bellary city has a vision to improve itself the management of the hotel seeking themselves ways and means to satisfy the customers in the competitive environment. In this scenario I have been entrusted a research project which details me to understand the management dilemma and to find the problems in this regard and draw an empirical conclusion, which could help the management of Bala regency to take appropriate decision. After a thorough study in this research, I have got insights about the hotel industry, Customer satisfaction being the key focus point which could be obtained by the degree or the level quality imbibing in all processes of the hotel.

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Customer satisfaction research is to know "How happy are customers with hotel Bala regency products or services?" this study seeks to examine the level of satisfaction from the hotel guests of Bala regency in terms of service quality dimensions. With the discussion with my both internal and external guides have come the conclusions of the statement of the problem.
Management problem

Research problem

Problem definition

As Bala regency hotel being strategically situation in the region of Bellary and which is near the renowned tourist spot like Hampi and the environment of this region being very lucrative for the tourism market and also being surrounded by the industrial belt. In succeeding to its success the management of the Bala regency hotel have endeavored themselves to capitalize in this lucrative market In the pursuit of this customer value is a prime importance that could build favorable attitude towards the hotel. It is important to analysis the __ Customer expectation __ Delivery of service quality Hence the problem under study is Customer Expectation Through Service Quality Dimensions. Bar & Restaurant of Hotel Bala Regency

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OBJECTIVES OF THE STUDY


The Main Objective of Hotel Bala Regency is point out under: To evaluate the experience encountered by customer. To determine the quality of the cuisine at the Bala Regency. To evaluate the encounter of the boundary spanner with the customer To determine effectiveness of business process affect with customer. To ascertain the impact of the physical evidence.

SCOPE OF THE STUDY:


The focus of the study confined to the areas in and around Bellary regions and extents its boundary to the tourism industry. The demographic classification is chosen between the medium groups of people to the elite class. This study has been conducted in order to find out the feasibility of a proposed star hotel on the Bellary city. This study has been conducted based on information obtained from hotels and financial and civil authorities in Bellary. It also gives information about the amenities facilities and
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operation procedure of the proposed project and aims at determining its market and financial feasibility. Customers of Bellary region area has been focused as a target group of customers for the research study.

METHODOLOGY:
A descriptive research design was used to gain an insight into consumers perception about the services offered by Bala Regency hotel with respect to five dimension of SERVQUAL. The primary research through field survey to collect data (quantitative research) by random sampling technique and through questionnaire, which consist of both closed and open ended questions asked to the respondents. Research Design and Design Adopted Research design is the basic frameworks, which provide guidelines for the research process. It is a map or a blue print according to which the research was conducted. In this study both Exploratory and Descriptive types of research design were used. Exploratory research design is used in a preliminary phase for obtaining a proper definition of the problem and survey was conducted which was Structured in nature. Descriptive Research was adopted to obtain the information about the customers was done using structured questionnaire and data was collected by administering the questionnaire personally. Data collection Method: The primary data do not exist in any records or publications. The data has to be collected by the researcher for a specific research project at hand. In this study the primary data was collected through questionnaire with the customers. The secondary data refers to those data, which were gathered for some other purpose and already existed in records.

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Instrument Design Questionnaire This was one of the methods adopted for communication with the customers. The Questionnaire consists of 20 questions. Structure of the Instrument The instrument adopted for the research study was Questionnaire which includes the brief introduction of the research, instructions to the respondents, followed by different questions which include both open ended and closed ended. Statistical Tools used for data analysis Data collected was analyzed, tabulated and percentages were calculated using tables and Bar graphs for the purpose of easy understanding. 1. 2. 3. 4. 5. Sampling method: convenient sampling method Sampling units: customer. Sampling size: Numbers of respondents is 50 Research Method: personal interview, observation method. Research instruments: Structured questionnaire is used as an instrument, to collect valid primary date. 6. Sampling tool: average tool.

Software used for Data analysis MS-Excel was used for creating graphs and tables. MS- Word was helpful in documentation

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LIMITATIONS OF THE STDUY


The area of coverage for the survey has been confined to Bellary and its surrounding localities mainly. Therefore, the study reflects the trend in and around Bellary only. Time limit for conducting a full fledge market survey. Diversity in the view of some of the employees in the hotel. The data is collected from customers of visiting hotels the Truth of the response is essential for the generation of the factual report. Lack of interest shown by respondents in filling the questionnaire. Due to time limit that was set down, it is difficult to get written data immediately after primary data. This is survey included only hotels, the restaurant and lodge. The date is collected from hoteliers there is no way of checking if the response is correct.

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1). Table no1. How often do you dine with Bala Regency? Parameters Daily Weekly Monthly Fort night Frequently occasionally No of Respondents 02 04 13 09 11 11 Percentage 4% 8% 26% 18% 22% 22%

Interpretation

The above table and graph show that 4% customers daily, 8% respondents from weekly, 26% of the customers know from the monthly. By this analysis fortnight 18% and frequently 22% was respondence I advice that if the occasionally 22% about Bala Regency the customer awareness will increase The above table and graph show that response of customers daily 4% and weekly 8% of the customers were visiting monthly to the hotel 26% of the customers were visiting fortnight 18% frequently 22% were and remaining 22% were visiting to hotel occasionally

2) Please rank the following for the selection of the Bala Regency on the visit.

Interpretation

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The above table and graph show that customers respondents also increase Hotel facilities are very good rank 1-40%, I like the environment rank 2-46%, The courtesy and friendliness of the employees rank 4-46%, Near to home rank rank 3-22%, Recommended by a friend/relative rank 540%, Room rate/package price rank 6-40%, Other rank 7-58%, Bala Regency the customer awareness will increase and decrease daily,

3)

Have you ever lodged at Bala Regency? Parameters Yes No Total No of Respondents 37 13 50 Percentage 74% 26% 100%

Interpretation
The above table and graph show that response of customers towards Have you ever lodged at Bala Regency Hotel would be yes 74% and customer who doesnt want to return to the hotel was No 26%.

\ How often did you lodged at Bala Regency.


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4)

Customer Expectation through Service Quality Dimension

Parameters Weekly Monthly Half year Yearly


Total

No of Respondents 5 16 21 8
50

Percentage 10% 32% 42% 16%


100%

Interpretation
The above table and graph show that response of customers How often did you lodged at Bala Regency weekly 10% of the customers were visiting monthly to the hotel 32% of the customers were visiting half year 42% were and remaining 16% were visiting to hotel yearly.

5)

Please rate the following service

Interpretation
The above Table and graph show that response of customers courteously greeted at receptionist
Excellent 12%. Good 42%. Average 4%0. Satisfactory 6%. Poor 0%, Bell-Boy promptly at my room after Check in Excellent 4%. Good 24%. Average 50%. Satisfactory 22%. Poor 0, Manager giving the overview about hotel facilities Excellent 12%. Good 24%. Average 38%. Satisfactory 24%. Poor also 2%, the accessories package given in the room (shampoo, soaps, etc). Excellent 6%. Good 30%. Average 36%. Satisfactory 28%. Poor 0%, Courtesy and helpfulness of the person who took your room service order Excellent 6%. Good 12%. Average 40%. Satisfactory 38%. Poor 4%, Prompt "room service" delivery Excellent 2%. Good 16%. Average 26%. Satisfactory 46%. Poor 10%,

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6)

Please rate the following Bala Regency (1- Excellent & 5- Poor)

Interpretation
The above table and graph show that response of customers Interior Decoration Excellent 12%.
Good 50%. Average 32%. Satisfactory 6%. Poor 0%, Cleanliness Excellent 6%. Good 28%. Average 25% Satisfactory 16%. Poor 0%, Amenities of rooms Excellent 4%. Good 20%. Average 46%. Satisfactory 30%. Poor 0%, Housekeeping service Excellent 4%. Good 24%. Average 38%. Satisfactory 30%. Poor 4%,

Air- Conditioning within the room Excellent 12%. Good 12%. Average 46%.

Satisfactory 22%. Poor 18%,

7) How do you rate the quality of food provided by Bala Regency Hotel?

Interpretation
The above table and graph show that response of towards rate the quality of food provided by Bala Regency hotel was 58% good, 16% were recommending excellent, 26% average poor 0%.and fair 0%.

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8) .Are you satisfied with varieties of the Menu Item of Bala Regency Hotel? Parameters Yes No Total No of Respondents 37 13 50 Percentage 74% 26% 100%

Interpretation
The above table and graph show that response of customers towards satisfied with varieties of the Menu Item of Bala Regency Hotel would be yes 74% and customer who doesnt want to return to the hotel was 26%.

9) Please rate the following amenities of dining table at Bala Regency Hotel?

Interpretation
The above table and graph show that response of customers Crockery arrangement of the table

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Customer Expectation through Service Quality Dimension Excellent 18%. Good 60%. Average 12%. Satisfactory 10%. Poor 0%, Quality of beverages given at the

table Excellent 12%. Good 24%. Average 48%. Satisfactory 16%. Poor 0%, Taste and flavor of food
Excellent 10%. Good 38%. Average 34%. Satisfactory 18%. Poor 0%, Service Style at the table

Excellent 14%. Good 20%. Average 30%. Satisfactory 32%. Poor 4%,

10) Please rate the responsive of steward at the restaurant and waiters at lodge room?

Interpretation
The above table and graph show that response of steward at the restaurant and waiters at lodge room towards of our hotel was 40% good, 8% were recommending excellent, 30% were satisfactory 20% average & poor 2%.

11) Please rate the appearance of the employees -uniform -colour and -design? (1- Excellent & 5- Poor)

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Interpretation
The above table and graph show that response the appearance of the employees -uniform Colour and design? (1- Excellent & 5- Poor) towards of our hotel was 36% good, 12% were recommending excellent, 16% were satisfactory and 34% average poor 2%.

12) Employees of the hotel tell you exactly when services will be performed? Parameters Yes No Total No of Respondents 45 05 50 Percentage 90% 10% 100%

Interpretation
The above table and graph show that response of customers towards employees of the hotel tell you exactly when services will be performed hotel would be yes 90% and customer who dont want to return to the hotel was 10%.

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13) The behavior of employee instills confidence in customers. Parameters Yes No Total No of Respondents 32 18 50 Percentage 64% 36% 100%

Interpretation
The above table and graph show that response of customers towards the behavior of employee instills confidence in customers hotel would be yes 64% and customer who dont want to return to the hotel was 36%.

14) Employees are consistently courteous towards you? Parameters Yes No Total No of Respondents 20 30 50 Percentage 40% 60% 100%

Interpretation
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The above table and graph show that response of customers towards Employees are consistently courteous towards you hotel would be yes 40% and customer who dont want to return to the hotel was 60%.

15) How do you rate parking facilities?

Interpretation
The above table and graph show that response of towards How do you rate parking facilities Bala regency hotel was 62% good, 22% were recommending excellent, 14% average poor 4%.and fair 0%.

16) Are you convenient with the operating hours of the hotel?

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Parameters Yes No Total

No of Respondents 35 15 50

Percentage 70% 30% 100%

Interpretation
The above table and graph show that response of customers towards Are you convenient with the operating hours of the hotel would be yes 70% and customer who dont want to return to the hotel was 30%.

17) How satisfied are you with the billing facilities.

Interpretation
The above table and graph show that response of towards satisfied are you with the billing facilities bala regency hotel was 56% good, 12% were recommending excellent, 32% average poor 0%.and fair 0%.

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18) Are you assisted in the advance booking of car/railway/airways/or others? Parameters Yes No Total No of Respondents 42 08 50 Percentage 84% 16% 100%

Interpretation
The above table and graph show that response of customers towards assisted in the advance booking of car/railway/airways/or others would be yes 84% and customer who dont want to return to the hotel was 16%.

19) Do rate the Wi-Fi facilities available at the Bala Regency.

Interpretation

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The above table and graph show that response of towards Do rate the Wi-Fi facilities available at the bala regency hotel was 54% good, 22% were recommending excellent, 22% average poor 0%.and fair 2%.

20) Please rate the prices of this hotel in comparison with other hotels it is?

Interpretation
The above table and graph show that response of towards Please rate the prices of this hotel in comparison with other hotels it is bala regency hotel was 14% Affordable, 36% were recommending Expensive, 24% Cheap and Similar 26%.

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FINDINGS
Most of the customers dine for first time The service are having good knowledge about food & beverage Taste and quality of food is excellent Cleanliness is excellent Most of the customers said that food provided to them in terms of hot and fresh is average Overall satisfaction of visiting Bala Regency of customer is average Hotel bala regency is charging competitively very high price Second time the service will be slow comparatively first service. Waiting time for order is very high.(15min) There is no privacy in vegetarian restaurant, the huts should be covered Stewarts should be increased.(4tables/Stewart) Ambience of Bala Regency hotel is good,

Suggestions

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Bala Regency hotel should provide broachers about important places to visit. Bar and restaurant section should be separated, Lighting facility should perk up at the entrance of the hotel In the washing section wastage of water is more, that should be controlled Generous salaries and initiatives should be offered to employees to prevent job hopping. The charges leveled in bala regency hotel are not less than any standard hotel state even at the urban and top cities. But the payment made to the employees which is relatively less and results into inefficiency in their performance. Hence by paying attractive salary and incentive bala regency hotel can provide quality service to the customers which increase its businesses and profits. The fear of paying better salary will reduce the profit seems to be meaningless.

CONCLUSION
To conclude the summer project on Customer Expectation through Service Quality Dimensions. Bar and Restaurant of Hotel Bala Regency, Bellary I have received both favorable and unfavorable responses from the responses from the respondents. I have met 50 customers of
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different places who dined and accommodated at hotel bala regency and findings were enlightened to me. The project work has helped in studying and understanding the practicalities of hotels. The study of customer expectation through service quality dimensions bar and restaurant of hotel bala regency, Bellary was carried out as per norms of visvesvaraya technological university for academic purpose. The data was collected from various sources and also through the tools like questionnaire and relevant interaction with CEO and General Manager of bala regency hotel Bellary and relevant interaction with concerned person. The need was identified in the form of findings and suitable suggestions were put forth in the form of suggestions. The given project on market feasibility is based on the operational studies of constitution of 3 star hotels in Bellary. The proposed hotel BALA REGENCY is constructed at MAIN ROAD, PARVATHINAGAR, BELLARY. The proposed hotel will provide all the facilities of a three star hotel except swimming pool and gym. The salient features of the new hotel are: a) Bar b) Beauty parlor c) Conference hall d) Laundry e) Doctor on call f) Safe lockers g) STD/ISD facility h) Credit cards accepted I) Continental breakfast j) Cable television k) Free news paper l) Fax

The market feasibility study was conducted in the city of Bellary. Here the numbers of hotels surveyed are many. During the survey it was learnt that the demand of number of rooms is much higher in these types of hotel. Therefore it was proposed to establish 58rooms and hotel which will cater to business executives, transit passengers, tourist etc. To conclude this three star hotel with nominal tariff and facilities are affordable in Bellary and is commercially feasible proposal

BIBLIOGRPHY

Books:Marketing research: - Naresh k Malhotra


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Text books of service marketing Websites:www.Google.com www.asiahotels.com

Questionnaires
NAME: _____________________________________________________________________ AGE:

20-25 [ ]

25-30 [

30-35 [

35-40 [ ]

40 & Above No [

OCCUPATION:_______________________________________________________________ EDUCATION: ________________________________________________________________ ANNUNAL INCOME:

50,000 to 70,000 [ ] 70,000 to 1, 00,000 [ ] 2, 00,000 & above [ ]

1, 00,000 to 2, 00,000 [ ]

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MARITAL STATUES:

Married [ ]

Unmarried [

1)

How often do you dine with Bala Regency? Daily [ ] Weekly [ ] Monthly [ ] Fortnight [ ] Frequently [ ] Occasionally [ ]

2)

Please rank the following for the selection of the Bala Regency on the visit. Hotel facilities are very good I like the environment The courtesy and friendliness of the employees Near to home Recommended by a friend/relative Room rate/package price Other

3)

Have you ever lodged at Bala Regency? Yes [ ] No [ ]

4) How often did you lodged at Bala Regency. Weekly [ ] Monthly [ ] Half yearly [ ] Yearly [ ]

5) Please rate the following services:


Excellent Good Courteously greeted at receptionist Bell-Boy promptly at my room after check in Manager giving the overview about hotel facilities The accessories package given in the room (shampoo, soaps, etc). Courtesy and helpfulness of the person who took your room service order Prompt "room service" delivery Average Satisfactory Poor

6)

Please rate the following Bala Regency (1- Excellent & 5- Poor)
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Customer Expectation through Service Quality Dimension

Excellent Good Interior Decoration Cleanliness Amenities of rooms Housekeeping service Air-conditioning within the room

Average

Satisfactory

Poor

7) How do you rate the quality of food provided by Bala Regency Hotel? Excellent [ ] Good [ ] Average [ ] Fair [ ] Poor [ ] 8) Are you satisfied with varieties of the Menu Item of Bala Regency Hotel? Yes [ ] No [ ] Excellent Crockery arrangement of the table Quality of beverages given at the table Taste and flavor of food Service Style at the table 9) Please rate the following amenities of dining table at Bala Regency Hotel? 10) Please rate the responsive of steward at the restaurant and waiters at lodge room? Excellent Good Average Satisfactory Poor Good Average Satisfactory Poor

11) Please rate the appearance of the employees -uniform -colour and -design? (1- Excellent & 5- Poor) Excellent Good Average satisfactory Poor

12) Employees of the hotel tell you exactly when services will be performed? Yes [ ] Yes [ ] No [ ] No [ ]
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13) The behavior of employee instills confidence in customers

MBA-BITM, Bellary

Customer Expectation through Service Quality Dimension

14) Employees are consistently courteous towards you? Yes [ ] Excellent [ ] No [ ] Good [ ] Average [ ] Fair [ ] Poor [ ] 15) How do you rate parking facilities?

16) Are you convenient with the operating hours of the hotel? Yes [ ] No [ ] 17) How satisfied are you with the billing facilities. Excellent [ ] Good [ ] Average [ ] Fair [ ] Poor [ ]

18) Are you assisted in the advance booking of car/railway/airways/or others? Yes [ ] No [ ] 19) Do rate the Wi-Fi facilities available at the Bala Regency. Excellent [ ] Good [ ] Average [ ] Fair [ ] Poor [ ]

20) Please rate the prices of this hotel in comparison with other hotels it is? Affordable Expensive Cheap Similar

MBA-BITM, Bellary

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