A STUDY ON CUSTOMER SATISFACTION WITH RESPECT TO ACCOMODATION &CATERING FACILITIES AT HOTEL HYSON HERITAGE, CALICUT (A survey focused on selected

customers at hotel Hyson Heritage)

A PROJECT REPORT Submitted to: Calicut University In partial fulfillment of the requirement for the Award of: Bachelor degree in Business Administration [BBA] Submitted by: TANVIN.K Reg No: PWAHBBAR26

Under guidance of: Ms. BRIJET {Lecture: Department of Business Administration Providence Womens College, Calicut-09}

PROVIDENCE WOMENS COLLEGE CALICUT

2009-2010

CERTIFICATE

This is to certify that the project work Customer Satisfaction with respect to accomodation and catering facilities at Hyson Heritage is a bonafide record of research work done by Miss. Tanvin.k in partial fulfillment of the requirement for the award of Degree in Bachelor of Business Administration, Calicut University.

.. Faculty Guide

. Principal

DEPARTMENT OF BUSINESS ADMINISTRATION PROVIDENCE WOMENS COLLEGE, CALICUT

CERTIFICATE

This is to certify that the project work title Customer Satisfaction with respect to accomodation and catering facilities at Hyson Heritage is a bonafide record of research work done by Miss. Tanvin.k in partial fulfillment of the Degree of Bachelor of Business Administration of Calicut University.

Via-voce examination held on . . .

Internal examiner

External examiner

ACKNOWLDGEMENT

Nothing great is achieved without the blessing of the almighty, I am grateful to him for showering his blessings on me every moment on completing this study fully and successfully. The satisfaction &euphoria that accompany the successful completion of any task would be incomplete without mentioning the people whose constant guidance & encouragement have served as a becon light & crowned my effort with success I would like to express my sincere gratitude to Ms. , faculty of

BBA department, Providence Womens college for providing me an opportunity to gain practical knowledge by including this project as a part of my curriculum. I am deeply indebted to Mr. Karun (G.M) for giving me this opportunity to carry on my project in hotel Hyson Heritage, Calicut. I am very much obliged to hotel Hyson Heritage for allowing me to do this project. Finally, I am great full for the support and encouragement received from the entire staff of hotel Hyson Heritage, who has directly and indirectly helped me, to make this project a successful one.

Tanvin.k

CONTENTS
CHAPTER No: 1 2 3 Need for the study Objective of the study Research methodology a. Methods of data collection Sampling method Sample design Sample size b. Limitations Theoretical Prospective Industry profile Company profile Data analysis and interpretation Findings Suggestion Conclusion Bibliography 1 2 3 TITLE PAGE No:

4 5 6 7 8 9 10 11

LIST OF TABLES

TABLE NO: 1.0 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9

PARTICULARS How did you get to know about Hyson? Reasons that made the guest prefer Hyson Customer Satisfaction regarding the facilities / service Attractive facilities or services at Hyson Complaint of the guests; Would you like to stay again? Level of comfort at the Restaurant or at the coffee shop Have you been to The Benhur Restaurant or The Coffee Shop at Hyson? Timing Convenience Guest rating

PAGE NO:

LIST OF CHARTS

CHART NO: 1.0 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9

PARTICULARS How did you get to know about Hyson? Reasons that made the guest prefer Hyson Customer Satisfaction regarding the facilities / service Attractive facilities or services at Hyson Complaint of the guests; Would you like to stay again? Level of comfort at the Restaurant or at the coffee shop Have you been to The Benhur Restaurant or The Coffee Shop at Hyson? Timing Convenience Guest rating

PAGE NO:

NEED FOR THE STUDY

The deeper the company understands of customer needs and satisfaction, the earlier the product or service is introduced ahead of competition, the greater the expected contribution margin. Hence the study is very important. This study will help the company to customize the service and product, according to the customers need. This study will also help the companies to understand the experience and expectations of the existing customers.

OBJECTIVE OF THE STUDY

To have an insight into the attributes and behavior of customers. To find out the differences among perceived service and expected service. To produce an executive service report to upgrade service characteristics. To understand customer preferences. To access the degree of satisfaction of the customers.

METHODOLOGIES
The University of Michigan's American Customer Satisfaction Index (ACSI) is the scientific standard of customer satisfaction. Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data predicts stock market performance, both for market indices and for individually traded companies. Increasing ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase behavior.

RESEARCH METHODOLOGY
A descriptive study tries to discover answers to the questions who, what, when, and, sometimes, how. The researcher attempts to describe or define a subject, often by creating a profile of a group of problems, people, or events. Research refers to search for knowledge. In fact research is an act of scientific investigation. Any effort which is directed to a detailed study for better results is known as Research. A system of models, procedures and techniques used to find the results of a research problem is called Research Methodology. The research methodology used by researcher is an Analytical Type; where in critical evaluation of the data is done to explore the possibility of obtaining as many relationships as possible between variables. The survey was carried out by circulating questionnaire to the customers and conducting personal observations and talks with the authorities of the hotel. METHOD OF DATA COLLECTION Primary data are those collected by the investigator himself for the first time and thus they are original in character, they are collected for a particular purpose.

Secondary data are those, which have already been collected by some other persons for their purpose and published. Secondary data are usually in the shape of finished products. Two types of secondary data are collected for the preparation of project work: Internal data was generated from companys brochures, manuals and annual reports. External data, on the other hand, was generated from the magazines, research books, internet and intranet.

SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is collected only from a representative part of the universe and the conclusions are drawn on that basis for the entire universe.

SAMPLE DESIGN
Judgment sampling is the sample design used in this research. JUDGEMENT SAMPLING its a non-profitability sampling in which the sampling units are selected on the advice of some expert or by the intusion or operation of the researcher himself.

SAMPLE SIZE
Sample size denotes the number of elements selected for the present study, 100 customers were selected at random in 15 days. The sample size was 100 for both the catering and accomodation respectively.

LIMITATIONS OF THE STUDY

1. Time constraints:

The stipulated time for the project to be completed is less and thus there are chances that some information might have been left out, however due care is been taken to include all the relevant information needed.
2. Sample size:

Due to the time constraints the sample size was relatively small and would definitely have been more representative if I had collected information from more respondents.
3. Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to give misleading information. 4. It was difficult to find respondents as they were busy in their schedule, and collection of data was very difficult. Therefore, the study had to be carried out based on the availability of respondents. 5. Time and money is also one of the important limitations.

THEORETICAL PROSPECTIVE

CUSTOMER SATISFACTION Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. Customer satisfaction refers to the extend to which customer are happy with the products and service provided by a business. Customer satisfaction levels can be measured using survey technique and questionnaire.

Definition

Definition 1: customer satisfaction is equivalent to making sure that products and services performed meets customer
expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transact is equal to or greater than his/her expectation.

 Definition 3: Customer satisfaction occurs when acquition of products and services provides a minimum negative departure from expectations when compared with other acquitions.

WHAT IS THE CUSTOMER SATISFACTION MODEL? DESCRIPTION

The customer satisfaction model from N. Kano is a quality management and marketing technique that can be used for measuring client happiness. Kano's model of customer satisfaction distinguishes six categories of quality attributes, from which the first three actually influence customer satisfaction:

1.

Basic Factors. - The minimum requirements which will cause

dissatisfaction if they are not fulfilled but do not cause customer satisfaction if they are fulfilled (or are exceeded). The customer regards these as prerequisites and takes these for granted. Basic factors establish a market entry 'threshold'.
2.

Excitement Factors. (Satisfiers. Attractive.) - The factors that

increase customer satisfaction if delivered but do not cause dissatisfaction if they are not delivered. These factors surprise the customer and generate 'delight'. Using these factors, a company can really distinguish itself from its competitors in a positive way.
3. Performance Factors. The factors that cause satisfaction if the performance is

high and they cause dissatisfaction if the performance is low. Here, the attribute performance-overall satisfaction is linear and symmetric. Typically these factors are directly connected to customers' explicit needs and desires and a company should try to be competitive here.

The additional three attributes that Kano mentions are:

4.

Indifferent attributes. The customer does not care about this

feature.
5.

Questionable attributes. It is unclear whether this attribute is

expected by the customer.

6.

Reverse attributes. The reverse of this product feature was expected

by the customer.

Customer Expectations
Customer is defined as anyone who receives that which is produced by the Individual or organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important.

MEASURING CUSTOMER SATISFACTION

Organizations are increasingly interested in retaining existing customers while targeting non-customers measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.

CUSTOMER SATISFACTION IN 7 STEPS

It's a well known fact that no business can exist without customers. Its critical that you form a close working relationship with your client; customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved. I. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project. II. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've

received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. III. Be Friendly and Approachable It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. IV. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? There's nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site -- and anywhere else it may be useful.

V.

Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a

company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email to all your customers, it's something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. VI. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. Take this as an example: you're working on the front-end for your client's exciting new ecommerce Endeavour. You have all the images, originals and files backed up on your desktop computer and the site is going really well. During a meeting with your client he/she happens to mention a hard-copy brochure their internal marketing people are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution versions of all the images you've used on the site. A note accompanies it which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure."

Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will send several referrals your way. VII. Honor Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates.

THE HOSPITALITY INDUSTRY

Hospitality is the relationship between a guest and a host, or the act or practice of being hospitable. That is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Hospitality frequently refers to the hospitality industry, which includes hotels, restaurants, casinos, catering, resorts, membership clubs, conventions, attractions, special events, and other services for travelers and tourists. Hospitality is also known as the act of generously providing care and kindness to whoever is in need. In the Homeric ages, hospitality was under the protection of Zeus, the chief deity of the Greek pantheon. Zeus was also attributed with the title 'Xenios Zeus' ('xenos' means stranger); emphasizing the fact that hospitality was of the utmost importance. A stranger passing outside a Greek house could be invited inside the house by the family. The host washed the stranger's feet, offered him/her food and wine, and only after he/she was comfortable could be asked to tell his/her name. India is one of the oldest civilizations on earth, and like every culture has its own favorite stories including quite a few on hospitality. That of a simpleton readily sharing his meager morsels with an uninvited guest, only to discover that the guest is a God in disguise, who rewards his generosity with abundance.

STANDARDS OF CLASSIFICATION

Stars are often used as symbol for classification purposes. A set of one to five stars is to categorize hotels. Some countries have official body with standard criteria for classifying hotels, but in many other there are none. There have been attempts at unifying the classification system so that it becomes an internationally recognized & reliable standard but large differences exist in the quality of the accommodation & the food within one category of hotel, sometimes even in the same country.

MEANING OF RATING BY STARS

* (One stars) low budget hotel; its less expensive; may not have maid service or room service. ** (two stars) budget hotel; slightely more expensive; have maid service. *** (three stars) middle class hotel; moderately priced; daily room service available; may have internet, swimming pool, etc. **** (four stars) first class hotel; its expensive; it contains all previously mentioned services; it has many luxury services. ***** (five stars) luxury hotel; most expensive hotel; various extras to enhance the quality of the clients.

Hotel
In general hotels offer two major services: (a) accommodation and (b) dining services. Based on the quality and extend of services provided, location, bedroom, food and beverage, general facilities, and special facilities like business center, airport transfer, etc. hotels are further classified into Deluxe, First class , standard and economy. A hotel is an establishment that renders lodging in lieu of payment. This lodging is usually given in exchange for a specified predetermined amount of money Hotel guests can expect a room with private bath, telephone, radio, and television.

Restaurants
Establishment where refreshments or meals are served to paying guests. Though inns and taverns served simple fare to travelers for centuries, the first modern restaurant where guests could order from a varied menu is thought to have belonged to A. Boulanger, a soup vendor who opened his business in Paris in 1765. Participants of restraint sub-sector provide food and drinks, be it selfservice or [Link] sub-sector caters to both household and institutional [Link] and fast food industry players balance their marketing concerns with the rising operating cost particularly that of imported food ingredients. Profit margin erosion is usually remedied by either increasing prices of final product/service

HOTELS IN CALICUT

Hotel Name

Category 5 star

Accessibility 28kms from Airport, 1.3kms from Bus stand, 2kms from railway station. 26kms from airport, 1km from railway station, 0.2km from KSRTC bus stand. Less than 2kms from bus stand, 3kms from railway station.

Address Kozhikode, Location : PT Usha Road, Kerala. Bank Road, Kozhikode, Pin code 673001 Kerala.

Hotel Hyson Heritage

3 star

Hotel Fortune

3 star

Kannur Road, Kozhikode, Kerala.

Hotel Malabar Palace

4 star

2.5kms from railway station, 1kms down town.

G.H Road, Kozhikode, Kerala.

THE HYSON HERITAGE

Hotel hyson heritage is a 3 star business hotel, which is a Calicut landmark and has been the first choice of people touring Calicut. Whether travelling to Calicut for business or pleasure the hyson heritage hotel combines tradition with elegance & style to cater to the requirements of the guests. The hotel hyson heritage puts us in the center of the Calicut fascinating history, culture, shopping, & during experiences. There is a choice of centrally air-conditioned deluxe room & non air conditioned rooms; which offer an array of modern amenities. All rooms are equipped with attached baths & refrigerators. The guests of hyson heritage enjoy the ultimate in hospitality when during in the multi cuisine restraint of the hotel serving Indian, continental, Chinese and Arab cuisines. Located in the heart of this ancient and picturesque city is one of the most popular three star hotels of Kozhikode, the Hyson Heritage Hotel. The hotel also benefits from a business centre conference hall and can accommodate every event from intimate meetings to large conference for up to 200 guests. Further there are 3 banquet halls, which can accommodate 250 300 people. The hotels professional event planners are on hand ensure that the guests needs are met successfully.

Rooms: The Hyson Heritage special rooms offer a fully variety of services and facilities so the guest can stay their own way. There are 6 floors and 90 rooms. All the bedrooms and suites are elegantly furnished in soft calm, with fine satin and silk. There are air-conditioned and non-A/C rooms, that facilitate marble bathrooms with tub, shower, movies via the TV and direct dial telephone. Complementary break fast buffet. 24 hrs room service. News papers CCTV, Internet on request. Laundry services. Doctor on call.
Direct dial STD/ISD

ROOM RATES
At the Hyson Heritage the rooms are charged at: Rack rates- these are the standard rates that is the given rate in the tariff card; the tax amount is not included in it. Special rates- these are the special discount rates to corporate travelers, sales representatives, government employees, travel professionals and for other type of regular guests. Package rate- it includes accommodation and other convenience such as the banquet and services.

 Net rates- these are the rate, which includes the tax component with the rack rate. Room categories 1) Suite Rooms a) Premiere b) Royal c) Heritage 2) Deluxe Rooms Double Rs.1500 Single- Rs.1250 3) Executive Rooms Double- Rs.2000 Single- Rs.1600 4) Non A/C Rooms Double- Rs.1200 Single- Rs.900 Rates Rs.1250 Rs.2500 Rs.3000

Bedding types
I. King bed-Couple/suite rooms. II. Twin bed-Bachelors. III. Queen bed-Family
IV. Single bed- Single

MISSION AND VISION

HYSON HERITAGE is a classified class business hotel that maintains a high level of clients for the past 13 years with their best services and facilities and credibility. The hotels primary mission is to offer a comfortable room to sleep and usually to offer services such as meals or other recreation facilities. Create loyal, satisfied customers who will return to Hyson. Quality and value offered. Preferring their customers choice, they plan to build a huge conference hall that can accommodate 1000 packs, a swimming pool to develop the hotel into an upscale one. Moreover to provide Luxury bedding to economy sector.

AKBAR HALL
From grand occasions to ultimate gatherings, this hall is an elegant setting from corporate functions to weddings & other social gathering. From the smallest company seminar to a dazzling wedding the catering and banquet staff takes care of the guests requirements.

MUGHAL HALL
Whether launching a new product, energizing sales force, attracting new markets, holding workshops or training sessions, or shaking hands via global satellite or across the table, hysons Mughal hall is an ideal meeting and convention solution. Its got great space & locations fro educational conferences, award ceremonies, religious gatherings, family gatherings and community club events too. Capacity 30-40pax Theatre style; area-375sqft.

FOURTH NON A/C HALL

From celebrating a special anniversary or graduation to raising money for your favorite charity, this is the perfect place for just about any type of event or social occasion. Capacity-50 pax Theare style; area-500sqft. Whether a conference, a board meeting, cutting edge product launch or high profile company summit, hysons business center take care of the guest needs.

MISCELLANEOUS FACILITIES
Ayurveda center: It is an added attraction facility to the guest, but it is a complementary facility. Its a relief to the guest who are tired and weary from busy city life.

Health club: This is also an added attraction/ facility, which is complimentary. It makes the guest feel more at home.

Following shows the interpretations of the research 1. How did you get to know about Hyson? This question was asked to the respondent to know the source of awareness about the hotel and make necessary conclusions about the marketing strategy.

The table shows the results; Parameters Brochures/pamphlets Television Magazine/News papers Word of mouth Any other Total
80 70 60 Percentage 50 40 30 20 10 0 Brochures / pamphlets Television Magazine / News papers Parameters Word of mouth Any other

Frequency 24 68 8 100

Percentage 24% 68% 8% 100

Interpretation: The answer to this question revealed that most of the customers got to know about Hyson from friends, relatives etc .other marketing strategies such as circulating brochures and pamphlets were not adopted by the hotel. 2. Reasons that made the guest prefer Hyson The response to this particular question would help the researcher to know why the customers preferred to stay at Hyson. The table shows the results. Parameters Frequency Percentage

Profile of the hotel Value for money Facilities Service Location Proximity Total

24 16 8 4 44 4 100

24% 16% 8% 4% 44% 4% 100

45 40 35 30 Percentage 25 20 15 10 5 0 Profile of the hotel Value for money Facilities Service Location Proximity

Parameters

Interpretation: Most of the customers preferred Hyson because of the convenience due to location and profile of the hotel.

3. Customer Satisfaction regarding the facilities / service (accommodation). This question helped the researcher to know if the guests are satisfied with the facilities or not. The table shows the results ;

Parameters Yes No Total

Frequency 72 28 100

Percentage 72% 28% 100

28% Yes No 72%

Interpretation: The study revealed that 72% of the customers were not satisfied with the facilities provided at Hyson but 28% were dissatisfied too. 4. Attractive facilities or services at Hyson(open ended question) 32% of the respondents were of the opinion that 24hrs room service and internets are the facilities that they found attractive. While The remaining 68% found none of the facilities attractive.

Parameters 24 hrs room service Doctor on call Laundry services Shopping arcade Health club/Ayurvedic centre STD/ISD calling from room Currency exchange Secretarial Service Total

Frequency 20 4 6 10 28 12 4 16 100

Percentage 20 4 6 10 28 12 4 16 100

30

25

20 Percentage

15

10

0
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La u

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Parameters

5. Complaint of the guests; This is to know how many guests had complaints with regard the facilities and services.

ST D

/IS D

Se c

parameters Yes No Total

frequency 44 56 100

percentage 44% 56% 100

44% Yes No 56%

Interpretation: 44% of the guests had some amount of complaints while the remaining 56% didnt have any complaints.

6. Would you like to stay again? The response of this question will help the researcher to know the customer retention at Hyson heritage and also the dissatisfaction level regarding the facilities and services. parameters Yes No Total frequency 72 28 100 percentage 72% 28% 100

28%

Yes No

72%

Interpretation: 72% were in the opinion that they would come over again and the remaining 28% were of the opinion that they wont come back.

7. Level of comfort at the Restaurant or at the coffee shop This will help to know whether the customers are comfortable at the restaurant or at the coffee shop. Parameters Yes No Total Frequency 95 5 100 Percentage 95% 5% 100

5%

Yes No

95%

Interpretation: 95% felt comfortable at the restaurant as the other 5% were not comfortable.

8. Have you been to The Benhur Restaurant or The Coffee Shop at Hyson? This will help the researcher to know the number of customer in the restaurant and the coffee shop. Parameters Benhur Restaurant Coffee Shop total Frequency 75 25 100 Percentage 75% 25% 100

80 70 60 Percentage 50 40 30 20 10 0 Benhur Restaurant Parameters Coffee Shop

Interpretation: 75% visited Benhur Restaurant and the remaining 25% visited the coffee shop.

9. You visited Hyson with your This questionnaire was prepared to know the type of customers visiting the restaurant. Parameters Relatives Friends Family Colleagues Any other Total Frequency 10 25 48 12 5 100 Percentage 10% 25% 48% 12% 5% 100

60

50

40 Percentage

30

20

10

0 Relatives Friends Family Parameters Colleagues Any other

Interpretation: 48% of the customers visited Hyson with their family, 25% of them visited with their friends, 12% with the colleagues and 10% with their relatives.

10. Timing Convenience This question was asked to the customers to know whether they found the time taken convenient or whether there was any delay. Parameters Yes No Total Frequency 85 15 100 Percentage 85% 15% 100

15%

Yes No

85%

Interpretation: 85% of the customers found that the timing was convenient And the 15% found that the timing was not convenient.

11. Guest rating The questionnaire included a question in which the guests were asked to rate on some of the aspects which are certain basic requirements to make their visit to the restaurant pleasurable and worth. Column 1 parameters Column 2 cleanliness Column 3 quality of food Column 4 value of money Column 5 attitude of staff Column 6 standard of service Column 7 house keeping Column 8 lighting Column 9 reservations Column 10 safety 1 parameters % Excellent Good Average Poor Total

2 25 60 14 1 100

3 32 53 12 3 100

4 20 35 38 7 100

5 42 48 8 2 100

6 45 39 12 4 100

7 12 60 24 4 100

8 20 60 18 2 100

9 28 42 21 9 100

10 35 47 15 3 100