The most important asset of any organization is its customers.
Satisfied customers pay their bills promptly which greatly improves
cash flow – the lifeblood of any organization. Customers experience of a product or a service is multifaceted so hard to determine. It needs to be measured individually to get an accurate total picture of customer satisfaction. Thought the market has been dominated by unorganized players, the entry of domestic and international organised players is set to change the scenario. COMPNAY PROFILE
Koushalya Resort Kanha is a Perfect blend of natural beauty, modern
conveniences and attentive service. The resort is nestled at Mocha close to Khatia entrance gate of Kanha National park. Either it's a corporate outing, business conference or family get-together Koushalya Resort caters all in an exceptional way to full fill all the requirements of the guest. It offers an opportunity to the guest to enjoy the wonders of nature in the wilderness of Kanha National Park. Here one can experience the adventure of the jungle, splendid scenery, the romance of sunrises and sunsets, and the comforts of home in a jungle retreat. Accommodation: Koushalya Resort Kanha spread over an area of 3.5 acres & provide room accommodation equipped with all modern comforts like safe, mini bar etc & attached washrooms having 24 hrs hot & cold running water facilities. Every accommodation has its own privet porches to sit & watch the beautiful lit sky with many stars. OBJECTIVE OF THE STUDY:-
To ascertain the level of satisfaction among the Koushalya
Resortwith respect to services provided by Mall. To evaluate critically market acceptance of Koushalya Resortproducts. To analyze the price sensitivity in various spares. To find out the customer’s perception on different attributes through questionnaires. Consumer perception towards the products of Koushalya Resort products To understand the potential market. What are the ways to retain the existing customers of Koushalya Resort SCOPE OF THE STUDY
As the title of the project “CUSTOMER
HANDLING PROCESS AT KOUSHALYA RESORT’’ suggests that the project is divided into three major parts: Entertainment Services Beverages RESEARCH METHODOLOGY Research comprises "creative and systematic work undertaken to increase the stock of knowledge, including knowledge of humans, culture and society, and the use of this stock of knowledge to devise new applications." It is used to establish or confirm facts, reaffirm the results of previous work, solve new or existing problems, support theorems, or develop new theories. A research project may also be an expansion on past work in the field. Research projects can be used to develop further knowledge on a topic, or in the example of a school research project, they can be used to further a student's research prowess to prepare them for future jobs or reports. To test the validity of instruments, procedures, or experiments, research may replicate elements of prior projects or the project as a whole. The primary purposes of basic research (as opposed to applied research) are documentation, discovery, interpretation, or the research and development (R&D) of methods and systems for the advancement of human knowledge. Approaches to research depend on epistemologies, which vary considerably both within and between humanities and sciences. There are several forms of research: scientific, humanities, artistic, economic, social, business, marketing, practitioner research, life, technological, etc. FINDINGS Market potential of the KOUSHALYA RESORT is very good in the city Kanha despite the presence of so many branded companies like Koushalya Resort . Customer satisfaction with respect to the KOUSHALYA RESORT is satisfactory. It takes continuous effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction.. Customers come to know about KOUSHALYA RESORT mainly from hoardings as many people are illiterate . Customers want more prizes and dealers want more incentives, gifts and tours. Dealers also want more meeting with officials of the companies. SUGGESTIONS
The company should concentrate on more aggressive
advertisement to promote their products. The company should launch more and more promotional schemes like “two for the price of one” or more discount coupons. Company should concentrate on direct meeting with the customer as they are the most vital element in deciding the growth or decline of any company. Company should decrease the response time to the complaint received. The company should fix certain amount of especially for the dealers and give them free of cost as incentives. CONCLUSION
This survey was conducted partially in Kanha, market
potential of the KOUSHALYA RESORT KANHA in other parts of the city couldn’t be determined. Some customers were not able to understand some of the questions. The Koushalya Resort sample size was not enough and it failed to give the clear picture or the results of the survey. Some customers or dealers did not cooperated well. The questionnaire did not cover the whole aspect of the market potential of KOUSHALYA RESORT .