Project

A Study on Consumer Satisfaction towards Hotel Shubham
CHAPTER – 1
INTRODUCTION
 INTRODUCTION
 OBJECTIVE
 SCOPE
 METHODOLOGY
 LIMITATIONS
N E S Institute of Advanced Studies Page 1

CHAPTER – 1
INTRODUCTION
GENERAL INTRODUCTION
Hospitality Industry consist of wide categories of fields in service industry such as

Event Planning, Theme parks, Transportation, Cruise line and other fields in Tourism
Industry. Hospitality Industry is Multibillion Dollar Industry. A Hospitality unit consists of
Restaurants, Bars, Hotels, Resorts, Casinos, Cruise ships and Theme parks. The common
traits among each of the above unit are they welcome people to Eat, Drink and be entertained;
that means they offer Hospitality.
HOTEL
Hotel is a “people – serving – people business”. The act of kindness in welcoming and
looking after the basic needs of guests or strangers, mainly in relation to food and drinks. It
refers to the relationship process between a guest and a Host. The Hotel Industry includes the
companies or organizations which provide food and / or drink to people who are away from
home. The goal of the Hotel business is to make sure the guest feel safe and happy.
SPECIFIC INTRODUCTION
The Indian Hotel Industry is growing at a fast pace. This is due to the intervention by
Government of India to facilitate the business through economic reforms, changes in different
taxation policy, allowing foreign direct investment etc. This also traces the development of
the Indian Hotel Industry in India right from colonial times so that readers are familiarized
with its different stages of development. This also highlights the role the Government of
India has played in the development of this Industry at different stages of history and the
forces that shaped those decisions. The role played by Indian Hotel entrepreneurs in
establishing the Hotels and taking those hotels to global markets has been discussed. The
challenges posed by entry of foreign hotels in India and what it means for Indian Hotel
Industry shall make readers acquainted the dynamics of Globalization. The means and
methods they use to enter global methods and the reasons have been extensively discussed.
The historical concept of Hotel classification in India and how it has taken the present form
and what media has reported about it has been discussed. The paper discusses the literature

review from the variety of sources to establish the essence of Hotel Industry in India and its
dynamics in twenty first century.
The hospitality industry steps in to sustain during and after the journey – food. The
goal of the hospitality business is to make sure the guest feel safe and happy. The hospitality
industry provides services to people away from home that means meeting the needs of guests
with kindness and goodwill.
OBJECTIVE OF THE STUDY
 To study consumer attitude towards the Hotel Shubham.

 To analyse the demand for the Hotel Shubham in Shivamogga.
 To study the impact of brand image of Hotel Shubham on customer or general public.
 To study the justification level of consumers after consumption of the food in Hotel
Shubham.
 To know the demand for the Hotel Shubham in the city.
 To analyse the consumer satisfaction level towards the Hotel Shubham.
SCOPE OF THE STUDY

The study of this project report is confined to Shivamogga city only. The study was
conducted to know the consumer satisfaction level towards the Hotel Shubham and their
frequency of reaching the customers within the city and their opinion regarding the quality
and service rendered by the Hotel Shubham.
This survey has been conducted on the sampling basis of 65 customers who have been
selected on a random basis

METHODOLOGY
Research design is arrangement of condition for collection and analysis of data in

manner that firm relevance data to be collected. The sample to be sleeted in a manner in
which the data so collected is to be organized.
TYPES OF DATA
PRIMARY DATA
The primary data are those which are collected as fresh and for the first time and thus
happen to be original in character.
The primary data of this project was collected through
 Visiting the firm.

 Conducting personal interviews with the customers.
 Questionnaire method.
SECONDARY DATA
The secondary data are those with have already been collected by someone sees and
with have been passed through statistical process.
The secondary data for this project was collected through
 Internet
 Published articles
 Magazines
 Websites

LIMITATIONS OF THE STUDY
 The main limitation in making this project was the time factor.
 The survey does not cover the entire Shivamogga city and is limited to a certain area.
 Much time was spent in explaining to the respondents about the real purpose of the
survey.
 Some customers were not co-operative and hesitating to provide the information.

CHAPTER 2
ORIGIN, EVOLUTION AND GROWTH OF HOTEL
INDUSTRY.
 HOSPITALITY INDUSTRY
 INTRODUCTION TO HOSPITALITY INDUSTRY
 TYPES OF HOSPITALITY INDUSTRY
 HOTEL INDUSTRY
 EVOLUTION AND GROWTH OF HOTEL INDUSTRY
 FOUNDATION OF PROFESSIONAL HOTEL INDUSTRY IN
INDIA

CHAPTER – 2
ORIGIN, EVOLUTION AND GROWTH OF HOTEL
INDUSTRY
HOSPITALITY INDUSTRY
The hospitality industry is a broad category of fields within the service industry that
includes Lodging, Food and Drink service, Event Planning, Theme Parks, Travel and
Tourism. It includes Hotels, Tourism agencies, Restaurants and Bars.
The Hospitality and Tourism industry is a vast sector that includes all the economic
activities that directly or indirectly contribute to, or depend upon, travel and tourism. This
industry sector includes: Hotels and Resorts, Restaurants and Catering, Night Clubs and Bars.
INTRODUCTION TO HOSPITALITY INDUSTRY
Google defines „Hospitality‟ as „the friendly and generous reception and

entertainment of guests, visitors, or strangers‟. Juxtaposing what hospitality stands with the
tradition that Indians have been following since the ancient times, you will find hospitality in
almost every sphere of the country. It was always there in the very essence of India, but the
idea of hospitality as a commercial industry in this capitalist world was minimally present
even until the early 2000s.
At present, the hospitality industry in India is considered a „sunrise industry‟ which

means it has a huge scope in the near future. It is considered as one of the most profitable
industries which also accounts for over 8.78 % of the total workforce, creating almost 15
million jobs in the past five years. The sector attracts a major chunk of foreign direct
investment inflow along with the most important means of foreign exchange for the country.

TYPES OF HOSPITALITY INDUSTRY
There are nine segments of the Hospitality Industry. They are;
a. Tourism.
b. Hotel.
c. Lodging.
d. Motel.
e. Travel agency.
f. Restaurant.
g. Resort.
h. Hostel.
i. Coffee Shop.
HOTEL INDUSTRY
The word „Hotel‟ derives from the French word hotel (the root word is hote, which
means „host‟) – usually referred to a „townhouse‟ with frequent visitors. The word „inn‟ has
been in use since about 14th Century and it was not until 18th Century, that „hotel‟ became
Fashionable.
The Hotel Industry is a large and highly diverse industry that includes a wide range of
property styles, uses and qualities. The industry covers the spectrum of small, medium and
large enterprises and makes a significant contribution to National and International
economies.
The Hotel Industry today has been recognized as a global industry with producers and
consumers spread around the world. The use of Hotel facilities such as: room, restaurant, bar,
nightclub or health club; is no longer considered a luxury. For many people these services
have become an integral component of lifestyle.
The hotel industry is particularly complex for a number of reasons. Firstly, the
industry is structurally complex with there being a large number of categories. These
categories encompass hotel quality (e.g. luxury, first class, mid-range, and economy) hotel
location (city centre, rural, seaside) hotel style (traditional, resort, all-suite hotel, limited
service hotel).

Secondly, the industry is made complex by both the affiliation and management
structures. In terms of affiliation hotels can be operated as independent properties, franchised
to a branded hotel company or as members of a marketing consortium. In addition hotels can
be owner-managed, managed by independent hotel management companies or managed by a
national or international branded hotel company.
Thirdly, the industry is also highly fragmented, with most hotels independently owned
and operated although there is a higher level of concentration in certain key quality sectors
such as the luxury and first class sectors and the limited service sector. The perceived level of
fragmentation is also lower when measured by the number of bedrooms rather than the
number of properties.
EVOLUTION AND GROWTH OF HOTEL INDUSTRY IN INDIA
Historically, hospitality industries in different countries have emerged from varying

degrees of domestic or institutionally based provision. However, virtually all commentators
agree that the forms of early, non-commercial hospitality and the varieties of commercial
hospitality that have evolved over time were stimulated by developments in transportation,
trade, and destinations. The degree of urbanization and the volume of economic surplus in the
form of discretionary income available to the population both generally and locally are of
particular importance.
The origin of the Hotel Industry in India cannot be traced to a definitive point of time,
there is evidence of its presence even during the Indus Valley Civilization and Vedic Era. In
olden days, travel was predominantly undertaken for pilgrimage and trade. The concept of
char dham (i.e., visiting religious places located in the four corners of India) among the
Hindu community is an important indicator of significance accorded to pilgrimage by their
ancestors.
The country stands dotted with many such shrines, some of which are frequented by
people of all faiths. Ancient texts and Literature, as also Hindu mythology, have many
references to travel and the provision of accommodation facilities for traveling pilgrims and
traders by the authorities of those days.

Ancient India was well known for its Silk, Spices, Gold, and Gemstones. Record of
famous travellers of the yore speaks of Indians trading with countries like Greece, Italy,
Indonesia, Malaysia, China, and Japan, among others. The main Mode Of Transport were
animals on land, and boat and ships that crisscrossed Rivers and Seas for connectivity with
distant lands. When Animals were used as the Mode Of Transport from one place to another
it was difficult to pack and carry the Eatables, gradually to overcome this problem, the hotel
system was emerged.
The Origin and Evolution of the hotel industry in the country can be broadly
categorized in the following three periods:
1. Ancient and Medieval Era

2. Colonial Era
3. Modern Era
ANCIENT AND MEDIEVAL ERA
The beginning of the hospitality sector in India stands rooted in the Ancient
philosophy of India „atithidevobhava ‟, implying that an unannounced guest is to be accorded
the status of God. While it is not clear when hospitality emerged as a commercial activity in
ancient India, there is evidence of accommodation facilities for travellers and guests, though
not as organized as we see them today.
The lodging houses during those times were known as Dharmashala (dharma in
Sanskrit means religion and shala school). Dharamshalas, the resting places for pilgrims, are
believed to have their origins in village chaupals, which served as a meeting ground for the
villagers to plan and discuss various social welfare and development measures.
These become the places of lodging as travellers started putting up camps there due to
safety reasons. Gradually, with help of local residents, the financial assistance from the
rulers, zamindars, or other influential people, permanent structures (or dharmashala) were
built for travellers. Here they were provided with a safe place to relax and spend the night.
Record of many foreign visitors and philosophers who came to India speaks highly of
the hospitality facilities. Famous Chinese scholars Fan Hien (AD 399-424) and Huein Tsang
(AD 629-643), who came during the reigns of Chandragupta, Vikramaditya and
Harshvardhana respectively, have mentioned the existence of shelters for travellers.

In the medieval era, between the eleventh and thirteenth centuries, many sarais
(resting place) and musafirkhanas (traveller‟s lodge) were built, primarily as resting places
for messengers of the postal system established by the Sultans of Slave or Mamluk dynasty.
The Mughals continued the practice and built many such sarais to accommodate
travellers. The sarais during those times fulfilled the basic necessities of a traveller – they
provided water, a room, a stable for livestock (like horse, elephant, or camel) along with
fodder, and sometimes also a place of worship.
COLONIAL ERA (1601 – 1947)
The organized existence of the hotel industry in India started taking shape during the
colonial period, with the advent of Europeans in the seventeenth century. The
early hotels were mostly operated by people of foreign origin to cater to the needs of the
European colonizers and later officials of the Raj.
Among the first such properties were taverns like Portuguese Georges, Paddy
Goose‟s, and Racquet Court, which opened in Bombay between 1837 and 1840. However,
within a period of about ten years, most of the taverns disappeared and more respectable
hotels like Hope Hall Family Hotel began to make an appearance.
Until 1900, almost all hotels were constructed and run as per Western traditions. The
first Indian style hotels were SardarGriha, which opened in 1900, and Madhavashram in
1908. The two world wars brought a fresh lot of hotels in Mumbai, an important port city of
the times.
 Europeans officials opened Traven‟s first in Mumbai in year 137 – 1840.

 1841 – Auckland Hotel – Kolkata.
 1903 – the Taj Mahal palace – nusserwanji – Tata

 1923 – Grand hotel in Mumbai – shapurjisorabji.
MODERN ERA (1947 onwards)
Post-independence, there were big leaps in the hotel trade in the country. The Oberoi
Group of Hotels and the Taj Group took over several British properties, maintained high
standards of services and qualities, and expanded their business overseas. The later decades
saw corporates like the ITC also join the hotel industry with properties under ITC
WelcomGroup.
Over the last few decades, various well-known international hotel chains have come
to India. These include Hyatt Hotels and Resorts, InterContinental Hotels and Resorts,
Marriott International, Hilton Hotels, Best Western International, etc.

FOUNDATION OF PROFESSIONAL HOTEL INDUSTRY IN INDIA
The Professional Hotel Industry in India was established by the British during
colonial times in cities like Calcutta, Mumbai and Delhi. The hill resorts of Shimla and
Mussourie also witness setting up of Hotels for tourists looking for cooler destinations in
summers. The Hotels that were built in early Eighteenth century include Charles Ville in
1861 and Savoy in 1895 in Mussourie. In Shimla Clarkes Hotel was established in 1898 and
Savoy Hotel was established in 1902 (Bond 2003).

Jamshedji Tata the founder of Tata Empire in Mumbai established the hotel on a
grand scale in 1903 and this hotel is the first ever hotel to be built by Indian entrepreneur in
India (Allen 2008). In 1934, RaiBahaddur Man Singh, the founder of Oberoi Hotel Chain
took over Clarkes Hotel (earlier known as Carlton Hotel) in Shimla and Delhi and in 1938; he
took over Grand Hotel of Calcutta.
Other important hotels that were built during Indian British period were The Rugby,
Matheran (1876), The Grand Calcutta 1930, The Cecil, Mussourie (1936).

Post- Independence, Jawaharlal Nehru, the First Prime Minister of India recognized
the need to build hotel for the foreign dignitaries and led to the building of the first
Government invested Hotel Ashok in New Delhi.
India witnessed a tremendous growth on economic front After Independence. The

Government of India established Indian Tourism Development Corporation (IDTC) in 1956
with the aim of establishing and operating hotels across India (the ashok group, 2014). In
1982, India hostel Asian games and to accommodate the visitors many hotels were built.
IDTC alone built seven hotels which include Kanishka, Ashok YatriNiwas, Akbar Hotel,
Lodhi Hotel, Hotel Ranjit and Qutab Hotel (Davendra, 2011). The Government of India
granted license to Taj Palace, Asian Hotels-Hyatt Regency, Le Meridian, and Surya Sofitel
Hotels which were built in New Delhi. Another giant leap which led towards the growth of
Hotel Industry in India was the transformation that took place. India which was typically a
Socialist country started the economic reforms in 1990‟s to become attractive destination for
investment. This led to massive growth of the Hotel Industry.

Prior to the 1980‟s, the Indian Hotel Industry was a slow-growing industry, consisting
primarily of relatively static, single-hotel companies, and growth in demand for hotels was
particularly high during the early 1990s following the initiatives taken to liberalize the Indian
economy in the Financial year 1991, as per the recommendations of the International
Monetary Fund (IMF). The development of the Indian Hotel has occurred as a result of
tourism trends in the country. The historical development of much of India‟s hotel sector has
a relied on key entrepreneurs who had a vision of how the accommodation sector could be
developed and used to underpin rapid tourism development.
As of December 2005, according to Ministry of Tourism, Government of India there

is following number and category of Hotels.
Star Category No. of Hotels No. of Rooms

5 – Star Deluxe 82 18,764
5 – Star 92 11,332
4 – Star 132 9,401
3 – Star 704 31,039
2 – Star 587 19,031
1 – Star 212 695
Heritage 83 2,216
To be classified 50 5,127

Source of table: Ministry of Tourism, GOI
The changing scene of the Indian hotel industry has meant that the customer of hotels
has changed over recent years with a growing number of business guests, particularly in the
major metros of India. Domestic and foreign business travellers contributed a major part of
the business for the five-, four- and three-star hotels in India. The domestic business traveller
was also an important customer for the two- and one-star hotels in India. Four- and five-star
hotels had high levels of both domestic and foreign guests. The sector grew at a rate of 8.4
per cent in 2006 and is expected to grow by 8 per cent per annum, in real terms, between
2007 and 2016.
During the financial 2006-07 revenues of Hotel and Restaurant industry in India was
Rs.604.32 billion. With tourism industry showing excellent performance, in terms of foreign
tourist arrival and demand outpacing supply the hospitality industry is poised to grow a faster
rate and reach Rs.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.

CHAPTER – 3
FIRM PROFILE
 PROFILE OF HOTEL SHUBHAM
 ESTABLISHMENT
 HISTORY
 LOCATION
 CUISINES
 ABOUT HOTEL SHUBHAM
 SWOT ANALYSIS
 PUBLIC SERVICE
 CONCLUSION

CHAPTER 3
FIRM PROFILE
PROFILE OF HOTEL SHUBHAM, SHIVAMOGGA
The chapter deals with the various aspects of the firm i.e., Hotels as its
Establishment, History, location, cuisines available within, objectives and so on.
LOGO OF HOTEL SHUBHAM, SHIVAMOGGA
ESTABLISHMENT
Hotel Shubham was established in the year 1995, by Mr Uday Kadamba. Now it is
looking after by Mr Uday Kadamba and his sibling Mr Chandrahasa as well. All the
information regarding the firm was been provided by Mr Chandrahasa.

HISTORY
In early‟s it was not a hotel, it was just a tiffin room named Manjunatha Tiffin Room.
It was started by a single table self. There was up to 2,000 rupees business. After 5 years,
single table was extended to 4 tables, the business was also increased to 10,000 per day. Later
was it again extended to 10 tables, which results in business increase to 30,000 per day. Now
it was again extended 16 tables in the ground stairs. There will be availability of Tiffin,
Meals, and South Indian meals. It was a non – a/c compartment.

Later it was extended to 2 more floors where it was an a/c compartments. Now the
business was increased to more than 1,00,000 per day.
LOCATION
Hotel Shubham was located in the very busy roads of Durgigudi, Shivamogga. As the
tables keeps on increasing due to limited space it was re innovated in the year 1995 and
named it as Hotel Shubham. It was very beside of Shivamogga Opticals, that is LLR Road,
Durgigudi, Shivamogga

CUISINES AVAILABLE
Now at present there will be availability of cuisines like North Indian, South Indian,
Chinese, Punjabi‟s, Roti‟s, Chats, Juice, Ice cream and so on.
There are different varieties in Roti‟s, some of the basic Roti‟s like Chapati, Roti,
Multi Grain Roti, and some of the special Roti‟s like Butter Roti, Meehti Roti, Pudina Roti,
Naan, Butter Naan, Masala Naan, Parota, Stuffed Parota, Alu Parota, Paneer Parota, Kulcha,
Butter Kulcha.

There are many varieties in Soups too, like from basic Tomato soup, Sweet Corn
soup, Vegetable soup, Hot and Sour soup to Veg Manchow soup, Veg Clear soup, Lemon
Coriander soup and Mushroom soup.
Starters includes Finger Chips, Gobi Manchurian, Gobi 65, Gobi Chilli, Paneer
Manchurian, Paneer 65, Paneer Chilli, Paneer Schezwan, Paneer Tikka, Paneer Kasturi Dry,
Paneer Pepper Dry, Mushroom Manchurian, Mushroom Chilly, Mushroom Pepper Dry,
Mushroom Tikka, Veg Manchurian, Veg Kasturi Dry, Baby Corn Manchurian, Baby Corn
Chilli, Baby Corn Schezwan, Baby Corn Kasturi Dry, Baby Corn Pepper Dry, Alu Jeera, Veg
Lollypop, Veg Sprint Roll.
Curries like Veg Butter Masala, Paneer Butter Masala, Veg Kurma, Veg Kolhapuri,
Veg Hydrabadi, Veg Kadai, Shubham Special Kurma, Dal Tadka, Green Peas Masala,
Mushroom Masala, Mushroom Kadai, Paneer Tikka Masala, Paneer Kadai, Palak Paneer,
Khaju Masala, Dal Fry, Paneer Mutter, Khaju Mutter, Khaju Paneer.

There are many varieties in Breakfast like Idly Plate, Idly Vada Plate, Vada, Upma,
Kesari Bath, Chow Chow Bath, Veg Pulav, BisiBele Bath, Buns, Poori, Rava Idly, Shavige
Bath, Special Parota, Mandakki Usli, Bonda Soup, Goli Bhaji, Seera and it also different
varieties of Dosa like Masala Dosa, Special Butter Masala Dosa, Set Dosa, Kali Dosa, Plain
Dosa, Onion Dosa, Mine Masala, Nir Dosa.
Rice Specialities like Peas Pulav, Veg Pulav, Veg Biriyani, Hydrabadi Biriyani,
Kashmiri Pulav, Ghee Rice, Jeera Rice, Veg Fried Rice, Paneer Fried Rice, Mushroom Fried
Rice, Schezwan Fried Rice, Triple Fried Rice, Veg Noodles, Mushroom Noodles, Paneer
Noodles and many more.

Ice creams are also available in scoops and also in slab forms. After food Drink like
Lemonade, Mint Juice, Orange Juice, Pineapple, Green Apple, Moosambi, Mango, Water
Melon, Fresh Lime Soda, Tend Coco Shek, Lassi, Muskmelon and Some of the Milkshake‟s
like Chikku, Apple, Chocolate, Strawberry, Butter Scotch, Mango, Vanilla, Pista, Oreo,
Milkshake With Ice cream and Mint Mojito, Blue Curaco.
HOTEL SHUBHAM SPECIAL
Some of the receips of the Hotel Shubham was so special. Some of these special
receips of Hotel Shubham were Veg Kasturi, Veg Rolls, Baby Corn Schezwan, Triple
Schezwan Fried Rice, and so on.

ABOUT HOTEL SHUBHAM
The establishment was re innovated in the year 1995 by the name Hotel Shubham.
There were around 70 workers working in the present establishment. Mainly there were 5 to 6
main cooks and for the main cooks, they were provided with 20+ Assistant cooks. All the
remaining workers serve as Waiter‟s, Cleaner, Cashier, Accountants, Captain accordingly.
Workers were provided with 2 shifts facilities. The shift will be like from 04:00 to
06:00 and another shift was from 04:00 to 10:30 in the night.
They also offer Arrangements for any small parties, they also provide special services
for all types of functions and parties by Food Catering and also by Event Management.

Recent addition: They also offer for Candle Light Dinner on every Monday from
07:00 PM to 10:30PM.
PUBLIC SERVICE
Some of the hidden public service done by the Hotel Shubham was as follows;
 In the pandemic (Covid) time, free food service was rendered by the Hotel
management for the Poor, Children‟s, Policemen‟s and also for the Hospital patients.
 3 years ago the management had adopted 2 parks i.e. one in Mission Compound and
another was near to DC office, Shivamogga.
 Twice in every year a Blood Donation camp will be organised by the Shubham Hotel
Management.
SWOT ANALYSIS
Strength : Food Quality, Service, Hygienic Food.
Weakness : Parking facilities, Congested Building, Noisy Area.
Opportunities : May extend to a Vast Building, Underground Parking facilities.
Threat : By extending a building to any other area results to a decrease in Customers,

and also may Increase in the price of Food due to the extension of Building.

CONCLUSION
The Main Aim of each Firm is to satisfy their Customer‟s for the amount they paid.
Customer‟s should feel satisfied for the amount paid and should be offered by the best service
by the Firm, in particular by the Hotel.
Hotel Shubham is offering the best services to their Customer‟s from past 25 years.
By rendering the best service the Hotel had completed 25 years and it‟s still running at its
best.

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
 INTRODUCTION
 TABLE CONTAINING THE DETAILS OF STATISTICAL
FIGURES BASED ON RESEARCH.
 NARRATION AND EXPLAINATION
 GRAPHICAL REPRESENTATION

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
INTRODUCTION
The term Analysis refers to the computations of certain measures along with
searching patterns or relationship among the data groups. After collection of data, it has to be
processed and analysed well for the development of the reseach plan.
Interpretation refers to the task of drawing inferences from the collected facts after an
analytical or experimental study in fact, it is search for border meaning or research findings.
The economics have called the customer as the king. He is just like a voter in
democracy. His selection of goods and services determines the fate of producers. So, his
satisfaction should be the ultimate motto of the manufacturers and marketers. A business can
be profitable only by satisfying the needs of the customers. So customer's interest should be
taken into consideration while taking marketing decisions.
This survey report gives analysis of opinion collected from respondents regarding
Shubham Hotel . This survey is conducted from among the different classes or selection of
people residing in Shivamogga. For this, the method of Questionnaire Technique is adopted.
Answers given by them are analyzed and classified. The main aim of the survey is to study
the opinion of the respondents regarding Shubham Hotel .
65 persons have responded the 'customer questionnaire and have helped to make this survey
success. The percentage wise option has been shown in the tables and graphs below.

Table No. 4.1
Table showing the Working Status of the Respondents
SL. Working Status No. of respondent Percentage of

NO respondent
1. Students 19 29%
2. House Wife 16 25%
3. Business / Profession 24 37%
4. Senior Citizens/ Others 6 9%
Total 65 100%
Graph showing the Working Status of the Respondents
Students
House Wife
Business / Profession
Senior Citizens/ Others
Interpretation
Among 65 respondents 29% belong to the Working Status of Students and 25%
belong to the Working Status of House Wife and 37% belong to the Working Status of
Business / Profession and 9% belong to Senior Citizens/ Others.

Table No. 4.2
Table showing the preference of Consumers in Starters
SL. NO Starters No. of Percentage of

respondent respondent
1. Gobi Manchurian 18 28%
2. Baby Corn Manchurian 24 37%
3. Paneer Chilly 14 21%
4. Others 9 14%
Total 65 100%
Graph showing the preference of Consumers in Starters
40% 37%
35%
30% 28%
25%
21%
20%
14%
15%
10%
5%
0%
Gobi Manchurian Baby Corn Paneer Chilly Others
Manchurian
Interpretation
Among 65 respondents, 28% chooses Gobi Manchurian and 37% chooses Baby Corn
Manchurian and 21% chooses Paneer Chilly and 14% chooses other Starters.

Table No. 4.3
Table showing the experience of Respondents of Rice Specialities and

Other Main Courses
Rice Excellent % Good % Average % Total

respondents
Specialities
Veg 44 73% 16 27% - - 60
Biriyani
Veg Fried 40 70% 14 25% 3 5% 57
Rice
Mushroom 18 28% 41 63% 6 9% 65
Noodles
Paneer 16 27% 42 70% 2 3% 60
Fried Rice
Jeera 46 81% 9 15% 2 4% 57
Rice
Veg 49 75% 16 25% - - 65
Noodles
Mushroom 12 20% 45 75% 3 5% 60
Fried Rice
Paneer 13 20% 48 74% 4 6% 65
Noodles

Graph showing the experience of Respondents of Rice Specialities and

Other Main Courses
90%
81%
80%
75% 75% 74%
73%
70% 70%
70%
63%
60%
50%
40%
30% 27% 28% 27%

25% 25%
20% 20%
20%
15%
10% 9%
5% 5% 6%
3% 4%
0 0
0%
Veg Biriyani Veg Fried Rice Mushroom Paneer Fried Rice Jeera Rice Veg Noodles Mushroom Fried Paneer Noodles
Noodles Rice
Excellent Good Average
Interpretation
The above graph represents that among 60 respondents, 73% respondents say Veg
Biriyani is Excellent and the remaining 27% says it is Good. Among 57 respondents, 70%
say Veg Fried Rice is Excellent, 25% say Good and the least 5% say it was Average. For
Mushroom Noodles, 28% respondents among 65 respondents, say it was Excellent, 63% say
Good and the remaining 9% say that it was Average. Among 60 respondents, 27% say Paneer
Fried Rice is Excellent, highest 70% respondents say Good, and the least 3% say it was
Average. 57 respondents of Jeera Rice, highest 81% responds as Excellent and the second
least 15% say as Good and 4% as an Average. For Veg Noodles, among 65 respondents 75%
responds to Excellent and the remaining responds to Good i.e., 25%. Among 60 respondents,
20% say Mushroom Fried Rice was Excellent, 75% as Good, and the remaining 5% as an
Average. Among 65 respondents, 20% responds Paneer Noodles as Excellent, 74% as Good
and the remaining 6% responds as an Average

Table No. 4.4
Table showing the preference of Consumers in Tandoori
SL. Tandoori No. of respondent Percentage of

NO respondent
1. Naan 8 12%
2. Kulcha 10 15%
3. Butter Naan 21 33%
4. Butter Kulcha 26 40%
Total 65 100%
Graph showing the preference of Consumers in Tandoori
40%
35%
30%
25%
20%
15%
10%
5%
0%
Naan Kulcha Butter Naan Butter Kulcha
Interpretation
Among 65 respondents 12% chooses Naan and 15% chooses Kulcha and 33% chooses Butter
Naan and 40% chooses Butter Kulcha.

Table No. 4.5
Table showing the preference of Consumers in Spicy Curry
SL. NO Spicy Curry No. of Percentage of

1. Veg Kolhapuri 14 22%
2. Veg Hydrabadi 29 45%
3. Paneer Tikka Masala 12 18%
4. Veg Kadai 4 6%
5. Mushroom Kadai 6 9%
Total 65 100%
Graph showing the preference of Consumers in Spicy Curry
9%
6% 22%
Veg Kolhapuri
18% Veg Hydrabadi
Paneer Tikka Masala
45%
Veg Kadai
Mushroom Kadai
Interpretation
Among 65 respondents 22% chooses Veg Kolapuri and 45% chooses Veg Hydrabadi
and 18% chooses Paneer Tikka Masala and 6% chooses Veg Kadai and 9% chooses
Mushroom Kadai.

Table No. 4.6
Table showing the Quality of Food
SL. NO Quality No. of Percentage of

1. Excellent 28 43%
2. Good 25 38%
3. Better 9 14%
4. Low 3 5%
Total 65 100%
Graph showing the Quality of Food
Low 5%
Better 14%
Good 38%
Excellent 43%
Interpretation
The table clearly shows that 43% say that the quality is excellent, 38% say that the
quality is good, 14% say that the quality is Better and only 5% say that the quality of food is
low.

Table No. 4.7
Table showing the Attitude of Serving Staff’s
SL. NO Attitude No. of Percentage of

1. Courteous and Polite 40 61%
2. Calm 18 28%
3. Ignorant 07 11%
4. Arrogant - -
Total 65 100%
Graph showing the Attitude of Serving Staff’s
11% 0%
Courteous and Polite

Calm
28%
Ignorant
61% Arrogant
Interpretation
The above table clearly shows that 61% of staff was Courteous and Polite, 28% of staff was
Calm and 11% of staff was Ignorant.

Table No. 4.8
Table showing the Value for Price paid for Food
SL. NO Value for Price paid No. of Percentage of

1. Too costly 2 3%
2. Costly 18 28%
3. Reasonable 31 48%
4. Affordable 14 21%
Total 65 100%
Graph showing the Value for Price paid for Food
50%
45%
40%
35%
30%
25%
20%
15%
10% 28% 48%
21%
5% 3%
0%
Too costly Costly Reasonable Affordable
Interpretation
3% of the respondents think that Value for Price paid was Too costly, 28% of the
respondents think that Value for Price paid was Costly, 48% of respondents think that Value
for Price paid was Reasonable, 21% of the respondents think that Value for Price paid was
Affordable.

Table No. 4.9
Table showing the Price of food
SL. NO Price No. of Percentage of

1. Highly competitive 2 3%
2. Competitive 21 32%
3. Moderate 33 51%
4. Affordable 9 14%
Total 65 100%
Graph showing the Price of food
60%
50%
40%
30%
20%
10%
0%
Highly competitive Competitive Moderate Affordable
Interpretation
3% of the respondents think that prices of food is Highly competitive, 32% of the
respondents think that prices of food is Competitive, 51% of the respondents think that prices
of food is Moderate and 14% of the respondents think that prices of food is Affordable.

Table No. 4.10
Table showing the Hygienic and Clean of Restrooms and Washrooms
SL. NO Hygienic and Clean No. of Percentage of

1. Very clean 33 51%
2. Clean 20 31%
3. Average 12 18%
4. Not at all - 0
Total 65 100%
Graph showing the Hygienic and Clean of Restrooms and Washrooms
60%
50%
40%
30%
20%
10%
0%
Very clean Clean Average Not at all
Interpretation
The above table clearly shows that among the total number of respondents 51% says
restrooms and washrooms were Very clean, 31% says restrooms and Washrooms was Clean
and 18% says it as Average.

Table No.4.11
Table showing the Environment surrounded by the Hotel
SL. NO Environment No. of Percentage of

1. Noisy 51 78%
2. Airy 5 8%
3. Enclosing 7 11%
4. Silent 2 3%
Total 65 100%
Graph showing the Environment surrounded by the Hotel
80%
70%
60%
50%
40%
72%
30%
20%
23%
10%
2% 3%
0%
Highly Satisfied Neutral Dissatisfied
dissatisfied
Interpretation
The above table clearly tells that 78% of the respondents tell that environment of the hotel
was Noisy, 8% say that it was Airy, 11% say that it was Enclosing and 3% say that the
environment surrounded was Silent.

Table No. 4.12
Table showing the Method of Payment
SL. NO Payment method No. of Percentage of

1. Cash 23 35%
2. Card 28 43%
3. Online payment 14 22%
Total 65 100%
Graph showing the Method of Payment
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Interpretation
The above graph depicts that 35% of the respondents uses Cash for the payment
method, 43% of the respondents use Card for the payment and the rest, 22% respondents use
Online Payment Method.

Table No. 4.13
Table showing the Location with respect to city limits
SL. NO Location No. of Percentage of

1. Too far 1 2%
2. Far 6 9%
3. Convenient 35 54%
4. Near 23 35%
Total 65 100%
Graph showing the Location with respect to city limits
80%
72%
70%
60%
50%
40%
30%
23%
20%
10%
2% 3%
0%
Highly dissatisfied Satisfied Neutral Dissatisfied
Interpretation
The above table clearly shows that among the total number of respondents 2% says
Location of the Hotel is Too far, 9% says Location of the Hotel is Far, 54% says as Location
of the Convenient and remaining 35% respondents says it is Near with respect to the City
Limits.

Table No. 4.14
Table showing the overall service rendered by the Hotel
SL. NO Service No. of Percentage of

1. Highly satisfied 47 72%
2. Satisfied 15 23%
3. Neutral 1 2%
4. Dissatisfied 2 3%
5. Highly dissatisfied - -
Total 65 100%
Graph showing the overall service rendered by the Hotel
3%
2%
0% Highly dissatisfied
23%
Satisfied
Neutral
Dissatisfied
72%
Highly dissatisfied
Interpretation
72% of the respondents are Highly satisfied,23% of the respondents are Satisfied, 2%
of the respondents stay‟s Neutral and 3% of the respondents are Dissatisfied for the overall
service rendered by the Hotel.

CHAPTER 5
FINDINGS, SUGGESTIONS AND CONCLUSION
 FINDINGS
 SUGGESTIONS TO THE FIRM
 CONCLUSION

CHAPTER 5
FINDINGS, SUGGESTIONS AND CONCLUSION
FINDINGS
Based on the analysis and evaluation of data collected the following findings are considered
 From the survey it is observed that Hotel Shubham has a very good reputation for its
service and establishment.
 They have gone a long way providing services to the consumers.
 There were both Medium and High class customers.
 There were excellent qualities of food and also good varieties of items maintained
within the Hotel Shubham.
 The Menu of the Hotel Shubham also contains Chats, Icecreams, Juice and also
Chinese recipes which attract more customers towards them.
 They have very calm and polite serving staff‟s in the Hotel Shubham.
 From the survey it is clear that Value for the price paid for the food was very
Reasonable and Affordable.
 It is quite Moderate and Competitive in Price while compared to other hotels.
 The Maintenance of Restrooms and Washrooms were very clean hygienic.
 The Interior and furniture and seating arrangement within the hotel was clean.
 There was an option to the consumer to have their food either in a/c compartment or
in non a/c compartment.
 There is an option for different methods for payment process.
 The location of the Hotel Shubham is very convenient as it is within the city limits.
 From the survey it is also clear that the consumers and customers of Hotel Shubham
were highly satisfied by the service rendered by the Hotel management and also for
their offerings.

SUGGESTIONS TO THE FIRM
 From the survey it is clear that there is no parking facility within the Hotel premises.
 From the survey it is clear that the premises around the Hotel are too noisy and always
busy Roads.
 From the survey it is also clear that the building or the establishment is quite small. In
the weekends, it is quite tough for the customers to be seated and to enjoy the food
peacefully. The building or the establishment need to be extended.
 As they have gone a long way providing services to the Customers, but still they need
to improve in many ways.
 The Hotel should also concentrate on the Low class Customers.
 The Price of the Food is comparatively high for the Low class people.
 The Interior and Furniture and Seating Arrangement within the hotel need to be
improved.
 As the Location of the Hotel is within the City limits, it is too noisy outside.
 As there is a good varieties of items in the Menu, but the Menu may include other
cuisines like Italian, Mexican and Continental and so on.
 Chats, Ice cream and Juices available in the Hotel need to be improved.
 The available Chinese recipes need to be improved.
 The Restroom and Washroom within the Hotel is in a very tiny place, so it need to be
quite vast.
CONCLUSION
The result of the survey is sufficient enough to prove that Hotel Shubham has a very
good reputation in the city. It has been almost successful in maintaining the quality and
quantity of the food. In other to maintain higher competitive efficiency there should be
continuous improvements and also new additions to the existing Menu.
Consumers are the king of the market he is the one who is responsible for the success
or failure of any business, the firm should take proper care to attract the new customers
and to also to retain the present customer.

Chapter 6
ANNEXURE
 QUESTIONNAIRE
 BIBLIOGRAPHY

I Kavana R Kadadakatte student of NES Institute of Advanced Studies

pursuing final year BBA am doing a survey on “Consumer Satisfaction
towards SHUBHAM HOTEL”. Your opinion is extremely important for
evaluating the project report conducted by me. Thank you for taking a moment
to answer the following questions.
Thank you. Your‟s sincerely,
Kavana R Kadadakatte
1. Name
2. Gender
 Male
Female
3. Marital status
 Married
Unmarried
4. Working status
 Students
 House wife
 Business / Profession
 Senior citizens/ Others
5. Prior Reservation facilities available

 Yes
No

6. The Menu of Hotel Shubham has a good varieties of items

 Yes
 No
7. Which Starters do you like the most in Hotel Shubham?

 Gobi Manchurian
 Baby Corn Manchurian
 Paneer Chilly
 Others
8. Have you tasted the Rice Specialities and other main course available in Hotel Shubham?
 Yes
 No
9. Rate your experience of Rice Specialties and other main course available in Hotel
Shubham?
Excellent Good Average
Veg Biriyani
Veg Fried Rice
Mushroom Noodles
Paneer Fried Rice
Jeera Rice
Veg Noodles
Mushroom Fried Rice
Paneer Noodles

10. Which Tandoori you like to prefer in Hotel Shubham?

 Naan
 Kulcha
 Butter Naan
Butter Kulcha
11. Which of the Spicy you would prefer to have in Hotel Shubham?
 Veg Kolapuri
 Veg Hydrabadi
 PaneerTikka Masala
 Veg Kadai
 Mushroom Kadai
 2
12. The Quality of Food available in Hotel Shubham

 Excellent
 Good
 Better
 Low
13. Attitude of Serving Staff‟s in Hotel Shubham

 Courteous and Polite
 Calm
 Ignorant
 Arrogant
14. The Value for price paid for Food in Hotel Shubham was
 Too costly
 Costly
 Reasonable
 Affordable

15. Prices of Food were compared to other hotels is

 Highly competitive
 Competitive
 Moderate
 Affordable
16. How Hygienic and Clean is the Restroom and Washrooms facilities within the Hotel
Shubham?
 Very clean
 Clean
 Average
 Not at all
17. Do you like the Furniture and Seating Arrangements arranged in the Hotel Shubham?
 Yes
 No
18. How was the Environment surrounded by the Hotel Shubham?

 Noisy
 Airy
 Enclosing
 Silent
19. Which compartment you like the most in Hotel Shubham?

 Air conditioner
 Non Air conditioner
20. Do you have different modes of payment in Hotel Shubham?

 Yes
 No

21. Which Method of Payment system do you prefer?

 Cash
 Card
 Online payment
22. What do you think about the location of Hotel Shubham with respect to City limits?
 Too far
 Far
 Convenient
 Near
23. Is this Hotel Shubham is Good for Business meetings?

 Yes
 No
24. Overall how satisfied with the service rendered by the Hotel Shubham?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
25.Any suggestions :
Date :
Place : Signature,

BIBLIOGRAPHY
 Wikipedia
 tourismnotes.com/hotels
 .newshour.press.com
 Shodhganga
 Shubham Hotel, Shivamogga
 Website
 Newspaper
 Magazines

Project

Uploaded by

Copyright:

Available Formats

Project

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Project

Uploaded by

Copyright:

Available Formats

A Study on Consumer Satisfaction towards Hotel Shubham

N E S Institute of Advanced Studies Page 1

Hospitality Industry consist of wide categories of fields in service industry such as

N E S Institute of Advanced Studies Page 2

OBJECTIVE OF THE STUDY

 To study consumer attitude towards the Hotel Shubham.

SCOPE OF THE STUDY

N E S Institute of Advanced Studies Page 3

Research design is arrangement of condition for collection and analysis of data in

The primary data of this project was collected through

 Visiting the firm.

The secondary data for this project was collected through

N E S Institute of Advanced Studies Page 4

LIMITATIONS OF THE STUDY

N E S Institute of Advanced Studies Page 5

ORIGIN, EVOLUTION AND GROWTH OF HOTEL

 INTRODUCTION TO HOSPITALITY INDUSTRY

 TYPES OF HOSPITALITY INDUSTRY

 EVOLUTION AND GROWTH OF HOTEL INDUSTRY

 FOUNDATION OF PROFESSIONAL HOTEL INDUSTRY IN

N E S Institute of Advanced Studies Page 6

ORIGIN, EVOLUTION AND GROWTH OF HOTEL

INTRODUCTION TO HOSPITALITY INDUSTRY

Google defines „Hospitality‟ as „the friendly and generous reception and

At present, the hospitality industry in India is considered a „sunrise industry‟ which

N E S Institute of Advanced Studies Page 7

TYPES OF HOSPITALITY INDUSTRY

There are nine segments of the Hospitality Industry. They are;

N E S Institute of Advanced Studies Page 8

EVOLUTION AND GROWTH OF HOTEL INDUSTRY IN INDIA

Historically, hospitality industries in different countries have emerged from varying

N E S Institute of Advanced Studies Page 9

1. Ancient and Medieval Era

ANCIENT AND MEDIEVAL ERA

N E S Institute of Advanced Studies Page 10

COLONIAL ERA (1601 – 1947)

 Europeans officials opened Traven‟s first in Mumbai in year 137 – 1840.

N E S Institute of Advanced Studies Page 11

 1923 – Grand hotel in Mumbai – shapurjisorabji.

MODERN ERA (1947 onwards)

N E S Institute of Advanced Studies Page 12

FOUNDATION OF PROFESSIONAL HOTEL INDUSTRY IN INDIA

N E S Institute of Advanced Studies Page 13

N E S Institute of Advanced Studies Page 14

India witnessed a tremendous growth on economic front After Independence. The

N E S Institute of Advanced Studies Page 15

As of December 2005, according to Ministry of Tourism, Government of India there

Star Category No. of Hotels No. of Rooms

N E S Institute of Advanced Studies Page 16

Source of table: Ministry of Tourism, GOI

N E S Institute of Advanced Studies Page 17

 PROFILE OF HOTEL SHUBHAM

 ABOUT HOTEL SHUBHAM

N E S Institute of Advanced Studies Page 18

PROFILE OF HOTEL SHUBHAM, SHIVAMOGGA

LOGO OF HOTEL SHUBHAM, SHIVAMOGGA

information regarding the firm was been provided by Mr Chandrahasa.

N E S Institute of Advanced Studies Page 19

N E S Institute of Advanced Studies Page 20

N E S Institute of Advanced Studies Page 21