Post on 04-Apr-2018
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:: DECLARATION ::
I undersigned Mr. MOHIT DESAI student of MBA 2nd Sem, hereby declare
that the report for SUMMER INTERNSHIP PROJECT entitled CUSTOMER
SATISFACTION at Reeyo Motel The Village from 6th June to 20th July,
2012. This is my own work and has been carried out under the guidance of
Prof. Mr. Abhay Raja of MBA Dept., ATMIYA INSTITUTE OF SCIENCE &
TECHNOLOGY, RAKOT, GUJARAT.
This has not been submitted to any other university for securing in any
examination.
Signature
(Mohit K. Desai)
Place: Rajkot
Date:
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:: PREFACE ::
When we are standing on the threshold of 21st century professionalization is
getting quickly trying to cope up with this pace, educational institute rendering
professional courses are growing out like mushrooms.
MBA, a full time professional degree course of 2 years is very popular among
such courses. It is interesting to note that MBA includes practical training as a
part of its courses. In todays era such training is must to bridge the gap
between theoretical knowledge and experience. It is link between classrooms
and the outside business world for an MBA student.
Practical training is a tool to develop conceptual and analytical ability within
the student. According to MBA peripherals, while training student must visit
industry as a part of a practical study.
After the completion of the first year, an MBA student have to undertake
practical training for 45 days in an industry. In accordance, I have also visited
one of the leading resorts of Rajkot Reeyo Motel The Village Resort Pvt.
Ltd. It is indulged in the hospitality services.
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:: ACKNOWLEDGEMENT ::
I am indebted to the all powerful ALMIGHTY GOD for all the blessings he
showered on me and for being with me throughout the study. I would like to
express my sincere thanks to all the employees Of Motel The Village, for their
help and co-operation. I am deeply obliged to Shree HITESHBHAI POPAT
who provided me an opportunity and an exemplary guidance as well as
support without whom this project would not have been completed
successfully.
I would be thankful to our Dean Dr. VIKAS ARORA who has provided me an
opportunity to undertake the project and for his cordial support.
I would like to place on record my sincere gratitude and appreciation to my
project guide Prof. ABHAY RAJA and all the faculty members for their
support.
I am heartily thankful to Prof. NISHANT VACHHANI for his constant
encouragement and assistance in preparing project report.
I also take this opportunity to express my deed gratitude to my loving parents
and friends who are a constant source of motivation and for their never endingsupport and encouragement during this project.
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:: EXECUTIVE SUMMARY ::
This report aims to highlight at all the major findings of the survey done on
CUSTOMER SATISFACTION OF MTV, RAJKOT. So, that any person
interested can get the whole idea of the topic with reference to the company.
All attempts have been made to make the report simple, precise and flexible.
It covers up all the major activities and analysis done in the survey. The report
begins with a briefing of the History & Development of MTV.
The project deals with various factors related to the satisfaction and
dissatisfaction of the customers in Motel The Village. As the MTV is one of the
fastest growing and providing the best hospitality services, customers are
demanding new innovations and thus to maintain the satisfaction level of
customers has become a key area for MTV. Thus through report I have tried
to discover the factors that are most significant in deriving the satisfaction
level of the customers.
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1. Name of Unit : Reeyo Motel The Village
Resort Pvt. Ltd.
2. Establishment year : 1990
3. Total no of employees : 125
4. Accounting Year : April to March
5. Working Hours : 10.00 A.M. to 12.00 A.M.
6. Name of Promoter : Shri Mansukhbhai P Popat,
(aka : Kakubhai)
7. Address of Unit : Motel The Village,
Nr. Cosmoplex ,
Kalawad Road, Rajkot
8. Website : www.motelthevillage.co.in
9. Phone no. : (0281)2783333
10. Logo :
11. Competitors : Chowki Dhani, Khirsara Palace.
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:: HISTORY & DEVELOPEMENT ::
Shree Kakubhai
Reeyo Motel The Village Resort Pvt. Ltd.
A commerce graduate from Jamnagar (Gujarat), Shri Mansukhbhai P. Popat,
(aka : Kakubhai) was been a visionary since his young age. Not contented
with a small time Kama hotel in jamnagar , In 1990, he sat his eyes on a
barren land in Rajkot at Kalawad road and his dream project Motel The
Village now famous as REEYO MOTEL THE VILLAGE RESORT Pvt. Ltd.
Rajkot began. He believes in philosophy of Be innovative and Do it now.
Delay is dangerous, these are the words that you would have always heard
from Shree Kakubhai. His positive attitude towards work and staff makes
every one around him feel special. Even at the age of 76 his enthusiasm and
energy for work was more then any youngster.
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Shree Kakubhai lived an extraordinary life, one that inspired todays young
generation. He had a great perspective and very practical approach towards
life. He was a real Karmayogi, he imbibed ATITHI DEVO BHAVAH as his
mur mantra. His absence will be felt in MTV and our lives but his memories
will be always engraved in our hearts. A grand salute to this generous and
delightful person SHREE KAKUBHAI.
Shree Hiteshbhai M Popat
MD Chairman
Reeyo motel the village resort pvt. Ltd.
Shree Hiteshbhai, having a C.A, background is a dynamic person and a
perfectionalist. He plays a vital role in converting all small dreams and ideas
into real time achievement for the Motel The Village.
His unique sense about nature, ethnicity of village and his love for
KATHIAWAD heritage helps Motel The Village to remains a true hall mark
of KATHIAWAD. His avocation for food has converted many dishes like
Sunehri Bhindi, Korean Classic Khimchi Gobi, Assorted Kebab, Bharwa
Makai Tomato etc... into must have signature delicacies of MTV...
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:: Resort Profile ::
Name of the UnitREEYO MOTEL THE VILLAGE RESORT Pvt.
Ltd.
Size of the Unit Large Scale
Location
Nr. Cosmoplex Theatre,
Opp. VVP College,
Kalawad Road, Rajkot-Gujarat
Phones+91 9913897118
+91 9427564094
Fax +91-281-2783388
Form of Organisation Proprietorship firm
Awards &
Achievement
Blood Donation Award- LIFE
Olympics AwardNavshakti Vidhyalay
Bankers1. Development Credit Bank
2. Kotak Mahindra Bank
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:: LOCATION & LOCATION CHART ::
Selection of location is very important factor for any business unit, because
once it would select, it will not to be change easily. The business in suitable
area or a production in Industrial Estate is very useful tool for producers or
industry to increase profitability or decrease cost of production.
One of the expert in this field remarks, The location of plant should be field in
such a manner that people interested in this success, can sell goods most
profitability and manufacture with least expenditure.
:: LOCATION CHART ::
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:: ENTRANCE GATE ::
:: MOTEL THE VILLAGE ::
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:: INTRODUCTION ::
Recent interpretations in the consumer domain now couch satisfaction as a
fulfilment response. Fulfilment implies that a consumption goal is known, as in
basic motives of hunger, thirst, and safety. However, observers of human
behaviour understand that these and other goals can be and frequently are
modified and updated in various ways. Thus, consumer researchers have
moved away from the literal meaning of satisfaction and now pursue this
concept as the Consumer experiences and describe it.
In Oliver (1997), the following definition has been proposed as being
consistent with the conceptual and empirical evidence to date:
Satisfaction is the consumers fulfilment response. It is a judgment that a
product or service feature, or the product or service itself, provided (or is
providing) a pleasurable level of consumption-related fulfilment, including
levels of under- or over-fulfilment.
Here, pleasurable implies that fulfilment gives pleasure or reduces pain, as
when a problem in life is solved. Thus, individuals can be satisfied just to get
back to normalcy, as in the removal of an aversive state (e.g., pain relief).
Moreover, fulfilment is not necessarily limited to the case of met needs. Over-
fulfilment can be satisfying if it provides additional unexpected pleasure; and
under-fulfilment can be satisfying if it gives greater pleasure than one
anticipates in a given situation. Note that it has not been necessary to provide
a separate discussion of dissatisfaction.
If the word displeasure is substituted for pleasure in the satisfaction definition,
dissatisfaction results. Thus, the displeasure of under-fulfilment typically is
dissatisfying and, interestingly, over-fulfilment may be dissatisfying if it is
unpleasantthe case of too much of a good thing.
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Customer Satisfaction: Improving Quality and Access to Services and
Supports in Vulnerable Neighbourhoods.
It was the consensus of the groups that lack of information often leads to low
expectations. They further agreed that the process of obtaining a service and
the way it is delivered can have a major impact on the users experience. The
qualities of relationships and staff were central to positive outcomes.
Because customer satisfaction is a highly variable assessment that every
individual makes based on his/her own information, expectations, direct
contact and interaction, and impact, it makes sense to involve and consult
consumers when designing customer satisfaction approaches.
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:: Hospitality Service Quality ::
Research identifies many characteristics that are associated with service
quality. Business researchers Benjamin Schneider and David Bowen assert
that service organizations must meet three key customer needs to deliver
service excellence: security, esteem, and justice. Research identifies an
array of service quality factors that are important for customers, including:
Timeliness and convenience
Personal attention,
Reliability and Dependability,
Employee competence and professionalism,
Empathy,
Responsiveness,
Assurance,
Availability, and
Tangibles such as physical facilities and equipment
and the appearance of the personnel.
Research shows that these characteristics also apply to citizen satisfaction
with public service quality. Timely service is an especially strong determinant
of quality across different types of public services. Fairness and outcomes are
additional factors important to public service customers.
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:: Production Department ::
Contents of Production Department
1. Introduction
2. What is Service?
3. Cottage Services
4. Banquet Services
5. Restaurant Services
6. Varieties of Cuisine
7. Signature Delicacies of MTV
8. Facility
9. Quality control
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1. INTRODUCTION
A product is all things offered to a market. Those things include physical
objects, design, brand, package, label, price, service and satisfaction not only
from physical product and services offered but also from ideas, personality
and organization. In short, a product is the sum total of physical, economic,
social and psychological benefits.
Profitability & Productivity are the barometers of efficiency of any unit. It isnecessary that production process runs actively. Production actually means
that it transforms raw material into finished goods. Production covers all the
activities procurement and utilization such as labour, energy material,
equipments & machinery
According to PHILIP KOTLERA Product is a bundle of physical service and
symbol particular expected to yield satisfaction of benefits of buyers.
According to KAKUBHAI , The customers visits MTV only because it serves a
customer by satisfying his needs and desires and therefore he pays for it..
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2. What is Service ??
Here, in MTV customers are considered as GOD as their mur mantra is only
ATITHI DEVO BHAVAH. So MTV serves their customers as God and give
their best efforts to fulfil the requirement and needs of the customer in any
situation.
Motel the Village serves their customers to the best from their welcome to the
motel in traditional way with welcome drinks till they exit the motel with thedelight in their hearts.
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3. COTTAGE SERVICES
The core hospitality of the motel is in Banquet & Cottage service. Here
MOTEL THE VILLAGE provided different Banquet & Cottage facilities
accordingly.
Cottages available are providing all the facilities which an individual have
never thought off. A/C Super Deluxe cottage fully facilitate their customers
with personal swimming pool, rain shower, dinning room, refrigerator, airconditioner etc. 24 hour room services, Laundry services, majorly all credit
cards are accepted. Over 43 cottages having color T.V. with satellite
transmission and direct dial STD/ISD facility.
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4.BANQUET SERVICES
The renowned elegance and style of MOTEL THE VILLAGE is sure to lend
prestige and panache to our event. MOTEL THE VILLAGE offers a selection
of distinctive facilities for meetings in Rajkot for every occasion. Whether for a
conference, business seminar or for entertaining business associates also.
MOTEL THE VILLAGE's private meeting rooms provide the perfect setting,
ensuring every occasion is memorable, with fine service, superb cuisine, and
meticulous attention to detail.
Our professional & experienced staff shall be always available to assist you to
the last moment in helping you ensuring success in any conference and
meetings.
For The Birthday party or for the Marriage or any other ceremony there are
Two huge centrally a/c banquet halls, and a banquet hall with a rolling stage
and fountain around it which could facilitate 700 people which would be a
dream ceremony .
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A collection of beautiful decoration material. MTV even provides theme based
ceremony which would be a perfect selection to engrave the ceremony into
peoples heart.
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5. Restaurant Services
In any resort restaurant play a vital role. The restaurant is not only a
restaurant but a KASUMBO of Motel the village.KASUMBO is the Heart of
the MTV. In MTV there are restaurants which are categorised with four
different traditional names.
1. Kath-Putli Restaurant
2. Vasali Restaurant
3. Madhuli Restaurant
4. Handi Restaurant
Motel the village has a variety of cuisine into their KASUMBO. There are
even varieties of signature delicacies which are evergreen in taste and quality
and identity of motel.
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6. Varieties of Cuisine
Motel the village provides varieties of cuisine in their KASUMBO. There are
various delicacies in MTV which are not even available in any other restaurant
of Gujarat. As motel believes in innovations, so they invent their own
delicacies.
The varieties of cuisine available at MTV are as follows :
Punjabi
Kathiyawadi
Chinese
Continental
Thai delicacies
Mexican delicacies
Pantry
Signature delicacies
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7. Signature Delicacies of MTV
:: Triple Sundae ::
:: Nachos ::
:: Green Sea Cooler ::
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:: Assorted Kebab ::
:: Paneer Saate (Thai) ::
:: Dryfruit Rabdi ::
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:: Golden Finger ::
:: Kathiyawadi Thali ::
:: Spring Roll ::
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8. FACILITIES AVAILABLE
LCD multimedia projector
Delight ceiling hung projection screen
Background music system
DJ system
Collar mic & Cordless mic
Dias & Lectern
Television & Telephone
Overhead projector
Slide projector
Laser pointer
White board
Conference kits (pad, pencil, pen)
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9. QUALITY CONTROL
Motel The Village is maintaining the quality by taking the reviews from each
and every customers visited there. With the help of which they will easily
come to know, where the improvement is indeed. They give their best efforts
for the same.
In the kitchen of MTV even the cooks are wearing head mask on their heads
so that quality can be maintained. The plates are even washed very clearlyand thus the overall quality control exists.
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:: Marketing Department ::
Contents of Marketing Department
1. Introduction
2. Marketing Mix
3. Product4. Price
5. Promotion
6. Advertising
7. Sales promotion
8. Competitors
9. Market research
10. Customer relationship management
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1. INTRODUCTION
In this global economy, marketing management occupies a significant place
whether it is a new firm or it is an established unit. In this combative world
every concern organization objective, an efficient and effective organization of
marketing department is a prime condition.
Product Oriented View : Marketing consists of those efforts which affect
transfers in the ownership of goods and services from producer to consumerto consumer or user
Customer Oriented View : Marketing is a total system of interacting
business activities designed to plan, price, promote and distribute want
satisfying products and services to present and potential customer
Marketing is the process of planning and executive the conception, pricing
promotion and distribution of good ideas to create exchanging with target
groups that satisfy customer and organization objective. - Philip Kotler
The concept of market is very much important in marketing. The American
Marketing Association defines A market as the aggregate demand of the
potential buyer for products and services.
It is said that without efficient marketing of the goods, even though we will
create best product, but we cannot sell it.
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2. MARKETING MIX
Marketing mix is the set of marketing tools that the firm uses to pursue its
marketing objective in the target market Philip Kotler
The basis of marketing operation is the co-ordination of four key variables
namely,
Product
Price
Place
Promotion
MOTEL THE VILLAGE is doing marketing on above four factors.
PRICE
PROMOTION
4 Ps of
MARKETING
PLACE
PRODUCT
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3. PRODUCT
Product stands for the goods and services offered by company to the target
market to satisfy need and wants.
Stands for the goods and services offered by a services offered by a
company to the target market, to satisfy need and wants
Product is the list of all product offered for sale by a company. It is defined as
From thing or services from which we get revenue its call a Product.
The product of a company has two characteristics:
(1) Depth
(2) Width
Depth depends on the number of productions items with in each product line.
Width depends on the number of products group of products line with in the
company.
MOTEL THE VILLAGE has product Restaurant facilities, Birthday Party,
Wedding Arrangements, Cottage Facilities, Business Parties, Conferences
and Seminars.
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4. PRICING POLICY
Price refer to money value that consumer have to pay buy the product or
services.
Price is an important element in marketing mix. Arrival at the right selling price
is essential in a sound marketing mix. Pricing policy provides guidelines to the
marketing manager to evaluate appropriate pricing decisions.
Pricing decision has strategic importance in any enterprise. It means decision
of determining price of a product. Price can be defined as the exchange value
of the goods or services in the terms of money. The price of products should
be determined in such a matter so as to offer a reasonable amount of profit to
the manufacturer, a reasonable remuneration to middle man and the
maximum satisfaction to the consumers.
Price is an important element in the marketing mix. The policy is only factor
that generate revenue other factor are expense. Price is only revenue
element. So profits depend upon the price.
Price Policy could be decided on below factors.
Cost of raw material
Wages paid
Electricity expenses
Promotional expenses
Estimation cost
Other cost
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5. PROMOTION
Promotion refers to activities of personal selling, advertising and
communicating product benefit and attributes to target consumer to pressure
them to purchase.
The marketing mix activates or product and distribution are performed mainly
with in business or between a business and the member of its distribution
channels. However, though its promotional activities, a firm communicates
directly with potential customers and as well as we see, it is not a simple
process.
Promotion consists of those activities that are designed to bring a company
goods and services to the favourable attention of customer.
There are four forms of promotion are as follows.
Personal selling
Advertising
Sales promotion
Public relation
MOTEL THE VILLAGE makes promotion activities. So they can increase the
volume of sales and earning maximum profit.
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6. ADVERTISING
Advertising is non-personal form of communication conducted through paid
media under clear sponsorship.
Advertisement can define as Mass, paid communication presentation and
promotion of goods, services or ideas by an identified sponsor, it is paid
communication, because the advertising has to pay for the space or time in
which his advertising.
Advertising is nothing but a paid from of non-personnel presentation or
promotion of ideas, goods or services by an identified sponsor. The main
purpose of every organization is to promote sales and for this purpose each
and every organization use advertisement.
The advertisement at MOTEL THE VILLAGE is mainly media like print media
like newspapers, journals etc.
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7. SALES PROMOTION
Now, day in competition are sales promotion activities become most powerful
in any of the organization to promote the sale? MOTEL THE VILLAGE also
tries it best for sales promotion.
MOTEL THE VILLAGE gives discount on their regular customer. They are
also provide group package on food, they provide discount on some special
event. They are doing sales promotion activity by this way.
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8. COMPETITORS
In the market have many hotels & resorts but some resorts food have very
good quality & reputation in the Rajkot city. Motel The Village is one of the
best resorts facilitating their customers to their excellence.
The core competitors of Motel The Village are Chouki Dhani,The Grand
Bhagvati, Imperial Palace.
9. MARKETING RESEARCH
Marketing research is a systemizing, gathering, recording and analyzing the
date about the marketing problem to facilitate decision making.
Thus, marketing research concentrates on the study of product planning,
advertising and sales promotion, distribution, structure, marketing strategies,
marketing competition, buyers behaviour and attitude in the marketing place.
MOTEL THE VILLAGE. is highly reputed business resort. The resort
facilitates consistently high standard of facility and accommodation to their
valuable customers & serves the best hospitality. Therefore MOTEL THE
VILLAGE is best resort ever in RAJKOT
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10. Customer Relationship Management
Customer Relationship Management is the process of carefully managing
details information about the individual consumer and all customer Touch-
Points to maximize customer loyalty. A customer touch point is any occasion
on which a customer encounters the brand and product from actual
experience to the personal or mass communication to casual observation.
For a hotel, the touch points includes reservation, check-in, check-out,
frequently stay programs, room services, business services, exercise
facilities, Landry services. for instant the four seasons relies on personal
touch such as a staff that always address guest by name, high power
employees how under stand the knees of sophisticated business travelers
and at least one best in region facilities Such as a premier restaurant or spa.
In the Motel The Village they eligibly accepts the theme of Customer
Relationship Management, by providing birthday wishes, Festival
celebrations, Publishing a Magazine every month named Madhukari to their
customers all over India.
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Bert Antonic
Sky Park Circle
Suite 140 Irvine, CA 92614 USA
Platform Immersion and Personal
Trading Plan Instructor
Online Trading Academy
If you visit RAJKOT, You must go toMOTEL THE VILLAGE,
Equities, Forex, Technical Analysis Strategies,where you will be treated to the
Best Hospitality INDIA can ever offer.
Vajubhai Vala
Cabinet Minister of FinanceGujarat State.
Basically I belong to RAJKOT city, and currently work as a finance minister
Gujarat State. Kakubhai - owner of Motel The Village is one of Those
Entrepreneurs who thought of all Rajkotians about the Motel concept and is
efforts in hospitality industry for Rajkot is courageous for every Rajkotians.
Every visit of mine at Motel the Village I found something new in terms of
development, theme wedding concept, conference etc..., I heartily wish good
luck and pray to almighty for Kakubhai and Motel The Village Family to
remain synonymous with hospitality.
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:: Finance Department ::
Contents of Finance Department
1. Introduction
2. Organisational Chart
3. Financial Planning
4. Sources of Finance
5. Capital Structure
6. Management of Working Capital
7. Management of Fixed Assets
8. Profit
9. Account
10. Project Cost
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1. INTRODUCTION
Finance is a Life blood of the business. It is impossible to run a business
without finance. In every function of business need finance.
Finance is like an arm or left either you use it or looseit.
Financial management is that manage real activity, which is concerned with
the planning and controlling of the firms financial resources. A capable
financial management can lead the unit to the path of highly profitability with
limited financial turnings.
All the activities requires finance for their implementation like to establish a
business, to buy row material and machines, to make production, to pay
wages, salaries, to market the products etc.
Financial management is concerned with the efficient use of an important
economic resource, namely capital funds.
-SOLOMAN
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2. ORGANISATIONAL CHART
Financial Department
Financial Manager
Chief Accountant
Or
Administrative Officer
Clerical Staff
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3. FINANCIAL PLANNING
A firm needs to manage its resources effectively and efficiently to achieve its
objectives. The managing of resources in an effective manner is possible only
when the management works out the future courses of action in advance and
takes decisions in a professional manner, utilizing the individual and group
efforts in a co-ordinate and rational manner.
Financial planning is preliminary statement estimating the amount of capital
and determining its composition.
It includes,
Develop the best plan to obtain the required fund.
Establish control points, which need to be establish
Analyse the financial results of operation.
MOTEL THE VILLAGE is also performing their financial planning very
efficiently and in an effective manner. The top management does the financial
planning annually.
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4. SOURCES OF FINANCE
Sources of finance mean that from where to collect funds and from where
money comes for industries and also at sometimes in which way it comes at
the time of requirements. Generally there are two source of finance i.e.
Internal Source
External Source
MOTEL THE VILLAGE has internal source as well as external source of
finance.
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5. CAPITAL STRUCTURE
Capital structure means the combination of debt capital and own
capital.
Capital structure is a very important decision for the company. Here the
company determines the formation of the capital or mix of different types of
long term funds.
Capital structure refers to the composition of long term sources of funds as
debentures, long term debtors, preference share capital, equity share capital
and retained earnings i.e. reserve and surplus.
MOTEL THE VILLAGE has its own capital.
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6. MANAGEMENT OF WORKING CAPITAL
According to Gestenberg Circulating capital means current assets of a
company that are changed in the ordinary course of business from one form
to another
In other words, working capital is that which is held to meet day today
requirement of business, which changes from day to day and which is
converted in to cash continuously. The risk element is low in it.
In MOTEL THE VILLAGE working capital concern of the financial manager
such as the accomplishment of the value of maximization of goal depends
essential on prudent working decision.
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7. MANAGEMENT OF FIXED ASSETS
Management of fixed assets is very important in any organization. Fixed
assets of a company are the permanent capital of the company. They are
helped in the production process. They can be used year by year for a long
period of time, they must be checked. A large fixed asset does not mean that
the firms are very well but there must be proper use of fixed assets.
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8. PROFIT
Over and above the objective of a business the basic objective of any
organization is making profit. Profitability of a firm means consist ratio and
percentage of total profit earned on an annual bases. The entire existences of
the business depend on its profitability.
it is termed as excess of income over expenses over a period of time.
MOTEL THE VILLAGE has annual turnover of Rs. 3.90 Crore and
successfully earning an annual profit of Rs. 8.88 Lacs.
9. ACCOUNT
Motel The Village taints its account by double entry system and accounting is
fully computerized. The financial manager manages this accounts very
efficiently.
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10. PROJECT COST
Liabilities Assets
Particulars Rs. Particulars Rs.
Capital 66,73,000 Land & Building 1,60,00,000
Profit 8,88,000Plant &
Machinery46,28,000
Loan 1,58,00,000Furniture &
Fixture15,52,000
Current
Liabilities35,40,000
Computer &
Peripheral1,90,000
Vehicles 8,82,000
Wedding theme
structure 27,70,000
Working capital 8,79,000
Total 2,69,01,000 Total 2,69,01,000
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Contents of H R Department
:: Human Resource Department ::
1. Introduction
2. Organisation Chart
3. Manpower Planning
4. Recruitment & Selection
5. Training & Development
6. Performance Appraisal System
7. Personal Record
8. Wages & Salary
9. Employee Benefit
10. Time keeping system
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1. INTRODUCTION
The main componential organization is their employee an organization
requires the services of its employees to achieve the goals; therefore
resources are the most evident part of an organization.
Personnel management. Is the planning, organizing, direction, controlling of
the procurement, development, compensation, integration and malignance of
people of the purpose of contribution to organization, individual and socialgoal. - EDWARD FLIPPO
Personnel management is concerned with managing people at work. All the
activity of the unit are initiated and determined by the employees, who make
up plants institutions or offices. All these are unproductive without employees.
Thus personnel management covers the management of employees at all
levels.
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2. ORGANIZATION CHART
It is a modern business world and in modern business there is so much
competition. The existence of marketing department over marketing manager
is a must. The organization structure of the marketing department in any
organization differs, as per need and the size of the enterprise.
The organization chart of MOTEL THE VILLAGE :
ORGANISATION CHART
Managing
Director
General
Manager
F&B
Departmen
t
H.R.D &
Managing
Auditing
Kitchen
Department
Cottage
Chief
Accountant
& Party
Manager
Bankers
Purchase House
Keeping &Maintenance
Front Door Marketing
Departmen
Office
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3. MTVs Enthusiastic & Spontaneous Team
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4. MANPOWER PLANNING
Planning is the primary and most important function of management is very
organization in commercial and industrial organization planning has been
focused on every activity of the business like marketing, manpower etc.
Manpower planning is the process of determining manpower requirement and
the meaning these requirement in order to carry out the integrated plans of
the organization.
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5. RECRUITMENT & SELECTION
Recruitment
Recruitment is a process to discover the sources of manpower to meet the
requirement of the staffing schedule and to employee effective measures for
attracting that manpower in adequate numbers to facilitate effective selection
of an efficient working force - STEPHEN P.
Recruitment is the process of selecting efficient and trustworthy employees
who are willing to apply for the job. Recruitment aims to develop and maintain
proper manpower resources.
There are three methods of recruitment that is.
1. Direct method
2. Indirect method
Sources of Recruitment
Internal
1. Present Employee
2. Employee Reference
3. Previous Application
External
1. Advertisement
2. Consultants
MOTEL THE VILLAGE units from internal sources for recruitment like
employees reference, present employee.
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Selection:
The objective of selection process is to determine whether an application
meets the qualification for a specific job and to choose the applicant who is
must likely to person well in job.
This information is accrued in a no. of steps or stage. It is a very complicated
and it is generally based on the nature and technology of the unit. It is
concerned with securing relevant information about an applicant like
education, date of birth, age, his qualification etc.
Selection is the process of choosing the individual who posses the necessary
skills, ability and personality to successfully fill specific job in the
organization.
Selection process:
The hiring process is of one or many go, no-go gauges. Candidates are
screened by the application of these tools. Qualified applicants go on to the
next hurdle, while the unqualified are eliminated.
The selection procedure is concerned with securing relevant information
about an applicant. Selection is a long process, commencing from the
preliminary interview of the applicants and ending with the contract of
employment.
MOTEL THE VILLAGE the following process of selection,
Interview
Preliminary selection
Final selection
Placement
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6. TRAINING & DEVELOPMENT
Training
Training is short term process utilizing a systematic and organized
procedure by which non-managerial personnel learn technical knowledge and
skills for a definite purpose Development is a long term educational process
utilizing a systematic and organized procedure by which managerial
personnel learn conceptual and theoretical knowledge for general purpose
Training and development refer to importing of specific skills, abilities andknowledge and performance of employee.
Every institution trains their worker after selection of the person. Training is a
technique by which a management also information that, this employee is
right for job or not. There are two methods of training.
On the job training
Off the job training
Motel The Village giving training to new employees with the help of on the job
training.
MOTEL THE VILLAGE giving to new employees in accordance to seniority.
Development:
The management is the dynamic life giving element in business. The caliber
and performance of the manager will largely determine the success of
business. Therefore this company also takes care for the development of the
employees. The company provides special training to improve the
performance level.
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7. PERFORMANCE APPRAISAL SYSTEM
Performance appraisal means persons performance in the company.
Once the employees have been selected trained and motivated, he is then
appraisal for his performance. Performance appraisal is the step were the
management finds out how effective it has been at hiring and placing
employee. A performance appraisal consists of evaluating an employees
performance of job in terms of a job in terms of its recruitment.
MOTEL THE VILLAGE consider its employees as its most valuable and
therefore it believes in perfect and accurate performance appraisal system.
They believe that employees efficiency, productivity and great performance is
a ladder to success. Motel The Village has an efficient their performance.
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8. PERSONAL RECORD
In personal record, compete up to date information is maintained about
employees. Every unit have record book for employees in which record
information about employees leave, promotion etc.
MOTEL THE VILLAGE has record book of employees. These record books
are as follows.
Attendance register
Leave register
Salary, wages register
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9. WAGES & SALARY
Wages and salary are one of the important functions for organization as well
as staff working in it. It motivates the person to be effective, so it is most
important for the organization and staff.
In Motel The Village wages and salary is to be paid on monthly basis. They
pay salary to their employee on 1st in every month.
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10. EMPLOYEE BENEFIT
In today companies gives benefits to their worker or employee. MOTEL THE
VILLAGE provides following facilities.
Over time
Bonus
Awards
TIME KEEPING SYSTEM
Time keeping system for a one person or a firm should develop an effective
time keeping system. In time keeping system the arrival and living of
employees are recorded.
MOTEL THE VILLAGE has a two shift of duties. The employees of this
company have to present at the duty time. The duty time as follows.
From 10:00 a.m. to 3:00 p.m.
And
5:00 p.m. to 12 a.m.
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:: SWOT ANALYSIS ::
STRENGTHS :
1. Huge, Capable & Efficient Staff.
2. Varieties of Cuisine
3. Relationship with their Customers
4. Madhukari magazine published for their customers
5. Strong Market Presence
6. Continuous Innovations. [invent, invent & invent....]
7. Revolving Stage for marriage ceremony
8. Co-ordination among senior managers & employees
9. Daily charts prepared for allocating work to each and every employees
WEAKNESSES :
1. Cleanliness should be taken care off.
2. Entertainment need to be incremented.
3. MTVs Hoardings need to be highlighted.
4. Relaxation Programme for employees
OPPORTUNITIES :
Rapid & Continuous Growth in the market with new innovations &
craving all the opportunities & challenges.
THREATS :
Highly Competitive market against hotel & resort industry, such as
Chauki Dhani, The Grand Bhagwati, Imperial Palace.
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:: RESEARCH METHODOLOGY ::
1. INTRODUCTION OF RESEARCH TOPIC
CONSUMER SATISFACTION.
2. SIGNIFICANCE OF RESEARCH :
The project is being carried out as a part of summer training project in
MOTEL THE VILLAGE. The recent studies will be conducted at MOTEL THE
VILLAGE to achieve the following objective:
A. To study and increase Customer Satisfaction percentage
B. Better utilization of resources.
C. To maintain customer loyalty
D. To know the customers retention.
E. To know the customers decision on services provided.
F. To increase profit percentage.
G. To study better utilization of resources of firm
H. To serve the customers in the best possible manner.
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3. SCOPE Of Research Study
1. How to Satisfy the Customers needs?
2 .How to hold the customers & retain them?
3. How to maintain the Customer loyalty?
4. HYPOTHESIS
H0: Customers are not satisfied with Motel The Village.
H1: Customers are satisfied with Motel The Village.
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5. RESEARCH PROBLEM
It is a well known saying that ATITHI DEVO BHAVH which means customer
must be treated as god. In customer satisfaction research , we typically ask
about overall satisfaction with products or services. When inertia, lack of
competition, price and partially good offerings are the main reasons why
customers continue patronizing a product or service, an overall customer
satisfaction score may be misleading.
So, in this context the research problem underlying this study is analysis of
whether the Customer of the Motel The Village are satisfied with the degree of
services and hospitality provided over there or not.
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1. LITERATURE REVIEW
Parasuraman et al., 1988; Grnroos, 1982
Service quality is a complex, elusive, subjective and abstract concept. It
means different things to
different people. The most common definition of service quality is the
comparison customers make between
their expectations and perceptions of the received service.
Lehtinen and Lehtinen (1982)
Quality is a multi-dimensional concept. Lehtinen and Lehtinen defined three
dimensions of service quality, namely, physical quality, interactive quality and
corporate quality.
Grnroos (1984)
He argued that service quality comprises of technical quality, functional quality
and corporate image.
Parasuraman et al. (1985; 1988)
He developed the SERVQUAL scale, which became the most popular
instrument for measuring service quality. They identified five key dimensions
of service quality reliability, tangibles, responsiveness, assurance and
empathy. The SERVQUAL scale consists of 22 items for assessing customer
perceptions and expectations regarding the quality of service. A level of
agreement or disagreement with a given item is rated on a seven-point Likert
scale. The results are used to identify positive and negative gaps. The gap is
measured by the difference between perceptions and expectations scores
and indicates the level of service quality. If the result is positive, perceived
service exceeds expected service. A negative result means low quality of
service. According to this instrument, service quality occures when
perceived service meets or exceeds customer's expectations.
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Danaher and Mattsson, 1994
To sum up, the relationship between quality and satisfaction is complex.
Some authors have described it as Siamese twins. Although there still remain
a lot of unresolved questions, it can be concluded that service quality and
customer satisfaction can be perceived as separate concepts that have
causal ordering. Providing services those customers prefer is a starting point
for providing customer satisfaction. A relatively easy way to determine what
services customer prefers is simply to ask them.
Horsnell (1998)
According to Gilbert and Horsnell , and Su , guest comment cards (GCCs) are
most commonly used for determining hotel guest satisfaction. GCCs are
usually distributed in hotel rooms, at the reception desk or in some other
visible place.
(Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml
and Bitner, 2003)
Given the vital role of customer satisfaction, it is not surprising that a variety of
research has been devoted to investigating the determinants of satisfaction.
Satisfaction can be determined by subjective (e. g. customer needs,
emotions) and objective factors (e. g. product and service features).
Present data is necessary for any research but past data is also useful for any
research
A good researcher makes literature review for an effective good research.
Customer satisfaction is a term frequently used in marketing. It is a measure
of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with
a firm, its products, or its services (ratings) exceeds specified satisfaction
goals."
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In researching satisfaction, firms generally ask customers whether their
product or service has met or exceeded expectations. Thus, expectations are
a key factor behind satisfaction. When customers have high expectations and
the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget moteleven
though its facilities and service would be deemed superior in 'absolute' terms."
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7. Customer satisfaction and Resort performance
.
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8.RESEARCH METHODOLOGY
Primary Data:It consists of information collected for the specific purpose, survey research
was used and all the details of MTV customers were contacted. Survey
research is the approached gathering description and information.
Secondary Data:
The secondary data consists of information that already existing somewhere
having been collected for another purpose. Any researcher begins the
research work by first going through secondary data. Secondary data includes
the information available with company. It may be the findings of research
previously done in the field. Secondary data can also be collected from the
magazines, news papers, internet other service conducted by researchers.
Methods of Data Collection:The study includes in it the data collected through primary sources. Primary
data is collected with the help of structured questionnaire and personal
meeting. Questionnaire is administered on the sample respondents. However
there are certain cases where personal interactive method is followed with
customers to find the satisfaction level.
Population Size : Customers of MTVSample Size : 55 respondents
Sampling Procedure : Random sampling
Instrument Type : Questionnaire
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:: DATA ANALYSIS & INTERPRETATION ::
1. Welcome Gesture of MTV.
Response:
Excellent 27
Average 28
Poor 0
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Excellent Average Poor
49.09% 51.10% 0.00%
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2. Ambience of MTV.
Response:
Excellent 34
Average 19
Poor 02
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
Excellent
Average
Poor
61.81%
34.54%
3.63%
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3. Entertainment of MTV
(Game zone, disco theaque, puppet show, lake boating)
Response:
Excellent 23
Average 31
Poor 01
Series1
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
ExcellentAverage
Poor
41.81%
56.36%
1.81%
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4. Employee interaction in MTV.
Response:
Excellent 29
Average 25
Poor 01
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
Excellent
Average
Poor
52.72%
45.45%
1.81%
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5. Cottages if occupied.
Response:
Excellent 08
Average 08
Poor 00
Non visited 38
0.00%
20.00%
40.00%
60.00%
80.00%
ExcellentAverage
PoorNon visited
14.54%14.54%
0.00%
69.09%
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6. Cuisine experience:
Response:
Excellent 28
Average 25
Poor 02
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
Excellent
Average
Poor
50.91%
45.45%
3.63%
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7. Service standards:
Response:
Excellent 31
Average 22
Poor 02
56.36%
40.00%
3.63%
Excellent
Average
Poor
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8. Comparative value for money:
Response:
Excellent 12
Average 40
Poor 03
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
Excellent Average Poor
21.81%
72.72%
5.45%
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9. Banquette experience:
Response:
Excellent 11
Average 11
Poor 03
Non visited 30
20.00%
20.00%
5.45%
54.54%
Excellent
Average
Poor
Non visited
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10. Overall experience:
Response:
Excellent 22
Average 33
Poor 00
Series1
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
ExcellentAverage
Poor
40.00%
60.00%
0.00%
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11. Why do you prefer MTV than any other place in Rajkot?
Response:
Ambience 6
Cuisine 6
Family experience 16
All of above 27
0.00% 10.00% 20.00% 30.00% 40.00% 50.00%
Ambiance
Cusine
Experience
All of Above
10.90%
10.90%
29.09%
49.09%
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12. What do you believe should more importance be given to?
Response:
Ambience 9
Cuisine 36
Pricing 8
Other 2
16.36%
65.45%
14.54%
3.63%
Ambience
Cusine
Pricing
Other
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STATISTICAL ANALYSIS / HYPOTHESIS TESTING
CHI-SQUARE TEST:
Chi-square Test is applied to test the goodness of fit, to verify the distribution
of observed data with assumed theoretical distribution. Therefore it is a
measure to study the divergence of actual and expected frequencies: Karl
Pearsons has developed a method to test the difference between the
theoretical (hypothesis) and observed value.
Chi-Square Test, X2 = (Oij Eij)2 / Eij
Degree of freedom, df= (r - 1) (c -1)
Where,
Oij = Observed Frequency;
Eij = Expected Frequency;
R = Number of Rows;
C = Number of Columns;
Hypotheses:
Ho (Null): Customer are not satisfied with Motel The Village.
Ha (Alternate): Customer are satisfied with Motel The Village.
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Chi square
Observed ExpectedEx. -Ob. square Sq./Ex.
Welcome
Gesture
Excellent 27 25.75 -1.250 1.563 0.061
Average 28 27.875 -0.125 0.016 0.001
Poor 0 1.375 1.375 1.891 1.375
Ambience
Excellent 34 25.75 -8.250 68.063 2.643
Average 19 27.875 8.875 78.766 2.826
Poor 2 1.375 -0.625 0.391 0.284
Entertainment
Excellent 23 25.75 2.750 7.563 0.294
Average 31 27.875 -3.125 9.766 0.350
Poor 1 1.375 0.375 0.141 0.102
Employeeinteraction
Excellent 29 25.75 -3.250 10.563 0.410
Average 25 27.875 2.875 8.266 0.297
Poor 1 1.375 0.375 0.141 0.102
Cuisine
Excellent 28 25.75 -2.250 5.063 0.197
Average 25 27.875 2.875 8.266 0.297
Poor 2 1.375 -0.625 0.391 0.284
Service
Excellent 31 25.75 -5.250 27.563 1.070
Average 22 27.875 5.875 34.516 1.238
Poor 2 1.375 -0.625 0.391 0.284
Price
Excellent 12 25.75 13.750 189.063 7.342
Average 40 27.875 -12.125 147.016 5.274
Poor 3 1.375 -1.625 2.641 1.920
OverallExperience
Excellent 22 25.75 3.750 14.063 0.546
Average 33 27.875 -5.125 26.266 0.942
Poor 0 1.375 1.375 1.891 1.375
29.515
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Observed Frequency:
We can find out Expected Frequency using the formula of Eij,
Eij = Row Total *Column Total
Grand Total
For e.g. here,
Eij for Excellent = (206*55) / 440 = 25.75
Eij for Average = (223*55) / 440 = 27.875
Eij for Poor = (11*55) / 440 = 1.375
Expected Frequency:
X2 (cal) = 29.51459
df = (r - 1)(c - 1)
= (8-1)(3-1)
= 14
df = 14 and @ 5% significance level, X2 (tab) = 26.296
X2 (cal) >X2
(tab)
Therefore, Hypothesis is rejected. So the result is that, customer are
satisfied with Motel The Village.
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:: Annexture ::
:: Questionnaire ::
Name : _______________________________________________________
Contact No. : ___________________________________________________
1.The co-ordial way, Motel The Village welcomes you.
(a) Excellent (b) Good (c) Poor
2.Traditional & Typical Village Outlook of the MTV makes you feel.
(a) Excellent (b) Good (c) Poor
3.Overall Entertainment like Puppet Show, Indoor Games, Disco-Theque,
Boating, Ghazal etc of the MTV.
(a) Excellent (b) Good (c) Poor
4.Helpfulness & Friendliness of Staff members.
(a) Excellent (b) Good (c) Poor
5.Luxurious Cottage Facilities of the MTV.
(a) Excellent (b) Good (c) Poor
6.Dinning Hall of the MTV.
(a) Excellent (b) Good (c) Poor
7.Quality of Food of the MTV.(a) Excellent (b) Good (c) Poor
8.Delievery Service of the food ordered.
(a) Excellent (b) Good (c) Poor
9.Comparative Food Pricing of the MTV.
(a) Excellent (b) Good (c) Poor
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10.What do you believe should more importance be given to ?
(a) Quality or varieties of Food
(b) Hospitality or Service
(c) Food Pricing
(d) Ambience
(d) Other __________________________________________.
11.Banquet Hall & Banquet Service you have ever received from the MTV.
(a) Excellent (b) Good (c) Poor
12.Why to prefer Motel The Village than any other place in Rajkot ?
(a) Food Quality
(b) Service
(c) Entertainment
(d) All the Above
13. Would you like to give any suggestion and overall experience at the Motel
The Village.
______________________________________________________________
______________________________________________________________
____________________________ .
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:: Suggestions ::
1. Cleanliness should be maintained regularly.
2. Entertainment area must be developed.
3. MTVs hoardings must be on kalawad road highway.
4. More focus should be there on regular customer.
:: Limitations of Study ::
1. It was not possible to take reviews of each and every customer of MTV.
2. As I had to take reviews from customers, I had to keep one authorised
person with me.
3. As it is a hospitality industry, I had to stay till late night over there.
:: Implications of Study ::
The research was conducted at REEYO MOTEL THE VILLAGE RESORT
PVT. LTD., Kalawad Road, Rajkot. In order to judge the degree of employees
job satisfaction at the motel. The main aim of the research was to evaluate
which factors excellences in the employees job satisfaction and to improve
those areas and factors of job satisfaction.
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:: Conclusion ::
My qualitative analysis of the MOTEL THE VILLAGE(MTV) shows that the
level of customer satisfaction is good both considering the overall evaluation
and the single services.
Human resource management in particular results to be specially effective in
entertainment and restaurant service area.
By interviewing the hotel's management about the results, it emerged that
they didn't have the perception of the gaps we found in cottages services.
Though the cottage service heavily depends on the quality of the motels
structure, a certain degree of improvement maybe obtain through a concrete
effort towards their customization.
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:: Bibliography ::
Marketing management:
A South Asian Perspective by Kottler, Keller, Koshy & Jha
Publisher: Pearson Education
Human resource management:
Human Resource Management By K. Aswathapa
Publisher: Tata Mc graw hill
Financial management:
Financial management, theories & practicals By Chandra, Prasanna
Publisher: Tata Mc graw hill
www.wikipedia.com
www.india-report.com
www.motelthevillage.co.in
www.facebook.com/motelthevillage
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