A PROJECT REPORT ON

“LEVEL OF CUSTOMER SATISFACTION IN KTDC

HOTELS AT TRIVANDRUM “

A Report submitted in partial fulfillment of requirement f or the

award of degree of

Master of Business Administration of Kerala University

Submitted by

NIHAS . N

Roll No: 0905530

UNDER THE GUIDANCE OF

Faculty Giude Project Guide

Ms.SAIRA SHEREEF Mr.Daniel

INSTITUTE OF MANAGEMENT IN KERALA, VARKALA

THIRUVANANTHA PURAM 2011

 DECLARATION

I declare that the project report entitled “LEVEL OF CUSTOMER

SATISFACTION IN KTDC HOTELS AT TRIVANDRUM” submitted by me for the
award of the degree of Master of Business Administration of the University of
Kerala is my own work. The report has not been submitted for the award of any
other degree of this University or any other University.

VARKALA NIHAS.N.

Date Roll No:0905530

 ACKNOWLEDGEMENT

First of all, I thank almighty god for his mercy and love, which kept me in
good health and sound mind and helped me to complete the internship
program successfully.

I express my sincere thanks to Prof:M M. SAFARULLAH KHAN for

his enlightening guidance and supervision in carrying out the project as a part
of our present studies.

I express my sincere thanks to Ms. SAIRA SHEREEF for her

enlightening guidance and supervision in carrying out the project as a part of
our present studies.

I express my sincere gratitude to Mr. CHERIYAN PHILIPP, Chairman

(KTDC HOTELS AND RESORTS LTD), who permitted me to do this
internship.

I express my intense pleasure and gratitude to Mr. DAIEL, who had

helped me all through my project by explaining, guiding and in the compiling
of information on necessary details of the various departments.

I sincerely thank the Respondents For sharing Valuable information to

me .I sincerely thank my parents, relatives and friends for their encouragement
and support during the project. Last, but not the least I express my gratitude to
everyone who directly and indirectly helped for completing the project in time
and thereby making my venture a grant success.

NIHAS.N
 Date…..

CERTIFICATE

This is to certify that the project report entitled “PROJECT REPORT ON

LEVEL OF CUSTOMER SATISFACTION IN KTDC HOTELS AT

TRIVANDRUM”, submitted here is an bonafide record of the work done by Mr.

NIHAS.N under my guidance in partial fulfillment of the requirement for the award of

Degree in Master of Business Administration of the University of Kerala and this

work has not been submitted by him/her for the award of any other degree, diploma or

title of recognition earlier.

Coordinator Faculty Guide

Prof. M .M. Safarulla Khan Ms. Saira Shereef

 CONTENTS

Sl. No. Topic Page No.

1 Introduction 1
Statement Of the Problem 3
Review of literature
3
Objectives of the study
10
Research Design
Sampling Techniques 11
Data analysis tools and techniques 12
Scope of the study 13
Limitations of study 13
Chapterisation
14
2 Industry profile 15
3 Company profile 33
4 Data analysis and interpretation 45
5 Findings 81
6 Suggestions 83

7 Conclusion 84
8 Bibliography 85

9 Appendix 87
Questionnaire and forms

LIST OF CHARTS AND TABLES

Sl. No. Description

 Page No.
1 Month wise Foreign and Domestic Tourist arrivals 29
2 Structure of the Hotel Industry 30
3 Management & Administration 37-38
4 Mascot Hotel Room Tariff 41
5 Chaithram Hotel Room Tariff 44
6 Customer Profile- SEX 46
7 Customer Profile - NATIONALITY 47
8 Dining Frequency 48-49

9 The Spending Pattern Of Respondents. 50-51

10 Favorite Cuisine 52-53

11 Factors Influencing A visit To KTDC Hotels 54-55

12 Highest Rated Factors of Restaurant Of KTDC hotels 56-57

13 Highest Rates Factor to choose KTDC hotels. 58-59

14 Highest Rated Factors of KTDC hotels 60-61

15 Source of knowledge about KTDC hotels 62-63

16 About room service 64-65

17 Factors for rating room Service 66-67
18 Opinion about room rent 68-69
19 Service at Bar 70-71
20 Beverage Service provided at Bar 72-73
21 Opinion on the facilities and décor of Bar 74-75
22 Opinion about Banquet facilities 76-77
23 Type of seating arrangements preferred 78-79