Beruflich Dokumente
Kultur Dokumente
S. No.
TOPIC
CUSTOMER FEEDBACK SYSTEM AUDEITING OF CUSTOMER FEEDBACK SYSTEM CUSTOMER COMPLAINT PERFORMANCE MESUREMENT WAY FOR POSITIVE FEEDBACK IMPLEMENTATION OF FEEDBACK PRIMARY RESEARCH PESTEL ANALYSIS SWOT ANALYSIS CONCLUSIONS & RECOMMENDATIONS REFERENCE APPENDIX
8-9 9 10 10 11 12
Executive summary According to Sampson.E.S(1998) explains that customer feedback system is way in which organization collect opinion from the guest in order to improve on their product quality , service etc and whether they are meeting the needs of the customer or not. The whole report mainly talks about customer feedback system and how they are
Page 3
1.2 Justification of topic The topic is much appropriated because if the customer feedback system is not present in hotel then the hotel will not able to find out what are the needs of a customer and they wont be able to achieve the service goal. For better growth of a hotel feedback is always required without feedback
Page 4
1.3 Aim of topic: To conduct a research on customer feedback system of InterContinental the Lalit Goa Resort which will give a clear picture, how management uses the feedback system and how they analyze, and use the end result in their future improvement.
1.4 Objective of Topic: The main objective is to gather correct and relevant information which can be related to customer feedback system. To conduct a research on customer feedback system of hotel and how they use the datas in order to improve. To compare the strategies and external and internal factors which is consider to very important in customer feedback system. To analyze how successfully the organization is using the customer feedback system.
2.0 SECONDRY RESEARCH 2.1 CUSTOMER FEEDBACK SYSTEM According to Sampson.E.S (1998) explains that of customer feedback system is directly linked to the product quality. Customer feedback system is a common way to gather opinion from the customer. There are many forms present in customer feedback system; it can be a comment card complaint card etc. In every form the
Page 5
2.3 CUSTOMER COMPLAINT OR GIFT Heung.C.S.V and Lam.T (2003) argues that customer satisfaction has always been a matter of concern by the hotels and mangers. Customer satisfaction has an important role because the main revenue is generated by the customer only, but if the customer does not give their opinion in form of feedback then it will be very difficult to realize the degree of satisfaction which they received; it also creates barriers to the auditor while collecting the datas. Customer feedback has always been treated seriously because it always shows where to improve. There are many motives of complain but complain mainly seeks for action on a wrong behaviour,
Page 6
3.2 SWOT analysis of the hotel As a SWOT analysis also has been discussed the hotel has international golf course which to generate revenue, intercontinental has the biggest lobby in goa, and the hotel is situated close to airport. The need to upgrade its property management system, the main problem in the hotel is electricity .State government is focusing on some new plans which can be beneficial to hotel industry. Intercontinental hotel has to pay high taxes for imported supplies. 4.0 Conclusion and Recommendation
Page 9
Page 10
Sampson .E.S(1998) gathering customer feedback via the internet: instruments and prospects, Vol.98/2 pp-71-82, Zairi.M(1994) Measuring Performance for business result, London .,chapman &hall
http://books.google.co.in/books? id=5XL4IuJOILIC&pg=PA133&dq=customerfeed+back+system&lr=&cd=11#v=on epage&q&f=false
APPENDICES: TEN QUESTIONS: To, Rajesh tiwari, 1 Can you kindly through some light on customer feedback system?
Page 11
7 how do you deliver your service to get positive feedback? We deliver our service by understanding customer needs, their expectation from us, and their perception from product quality. 8 What role does internet plays in your customer feedback system? First of all it helps the hotel to keep themselves update with the new trends. It also helps to collect datas and in tracking customer expectation customized surveys can be done very cost effectively.
Page 12
PESTLE analysis of the organization Political Hotel can only sustain if the backbone gives the full support .The back bone of a hotel is government without its support it cannot stand. Government charges high amount of tax on hotel which fall under five star and luxury category ultimately its form huge impact by political change. Small changes in law cause huge investment for the hotels. The hotel industry is growing day by day but the support from the state government is very low. Intercontinental hotels are suffering from economic crunch but the government still wants the same tax from them. The terror attack on Mumbai had seriously damage the marketing of Intercontinental hotels. Marketing can be
Page 13
Economic Economic mainly include interest rate, tax charged ,economic growth ,inflation and change in rates .India is a dream place for foreign tourists .Tourists come in India for many purpose but main aim is to get good service .In recent past years guest are willing to pay for the service as more the guest pay more the hotel will prosper. Ultimately the guest paying power had increased and the need for good and luxurious hotels become massive .The disposable income had increased which gave a path for common man to visit a five star hotel and have dinner or lunch. But the Indian economy had faced a minimum drop as compare to the whole world because of the control and sound financial system in hotel .By this hotel got relief and they have to only concentrate on foreign tourist. As inflation can insists workers for demand to raise their cost percentage of work.
Social As change in social trends can have a huge impact on demand for a particular product. In some cases the number guest visiting to a Intercontinental hotels from company are more than FIT guest .That why hotels have more twin rooms then double bed rooms . Guests who are coming for conference to the hotel become more revenue generator in slack period time. The population also plays an important role because the increase in population helps increase in demand for any product.AS there are various classes of guest the Intercontinental hotels are striveing for the FIT and group checking to balance the demographic ratio. Technological Technology plays a very important role in hotel industry.Intercontinental hotels had some old technologies but it has been updated from time to time because technology always helped to reduce the manpower energy required by the people. Technology always been a boon to mankind the upgrades of the technology helps to show the progress and advancement of the property. The wifi had been installed in Intercontinental hotels helps to provide internet in every room instead to provide internet connection personally in a room ultimately this helps to reduce in guest complaints thus many guest are happy and satisfied with a clear picture in their mind that they get what they pay for. Technology helps to reduce cost , it also helps to improve the quality of a product which ultimately leads to innovation.
Page 14
LEGAL Hotels have to operate keeping in mind all the legal environment factors and law. Change in law can alter the hotels operating cost .The law include safety, consumer laws, employment laws etc. Intercontinental is very much concerned about there staffs safety as well as for their guest. Hotel provides with clean and hygiene atmosphere to their guest. Hotel has special rooms for physical challenged people.
Swot analysis
Page 15
Weaknesses
Situated at the border of Goa. Electricity problem Rack rates + internet rates Property management system needs to upgrade.
Opportunities Up coming government plans for hotels. New properties coming up from same chain. Hiring celebrity chefs and throwing celebrity special dinner. Hiring and training new employees
Threats High taxes on supplies which has been imported. High turn over ratio for employees. Terrorist attack. Beach side sacks eat up hotel restaurants business.
Page 17