DEFINITION OF SERVICE QUALITY:
An assessment of how well a delivered service conforms
to the client's expectations. Service business
operators often assess the service quality provided to
their customers in order to improve their service, to
quickly identify problems, and to better assess
A Hotel is an establishment that provides lodging paid on a short term
basis. The provision of basis accommodation, times past consisting only of a room
with a bed, a cupboard.
A small table and a washstand have largely been replaced by rooms with modern
facilities, including ensuite bathroom and air conditioning or climate control.
Additional common features found in hotel rooms are a telephone, an alarm clock, a
television, a safe, a mini-bar with snack foods and drinks, and slippers, pillow men,
And Jacuzzi bathrubs.Larger hotels may provide additional guest facilities such as a
swimming pool fitness center, business center, childcare, conference facilities and
social function services.
The Nook Hotel was start in the year October-2012
The NOOK compact business hotel was opened by
Business is run by Managing Director Mr.Selvaraj.
It was family business done by the members.
It become a high reputation among other hotel in Madurai.
There is very popularity to other district, state and foreign
OBJECTIVE OF THE STUDY:-
To study the factors influencing the quality
To study the strength of various factors influencing in
To study the customers general expectations.
To suggest the alternative strategies to improve quality
To analyze the findings, limitations, suggestions &
• The hotel is one of the fast growing industry in the
• The elimination of waste due to poor quality and
meeting customer expectation are the major challenges
facing managers in the hotel industry.
• In general at hotel management tries to improve their
service quality to gain customer satisfaction.
• The report is useful to the hotel to find out the service
quality to the customer satisfaction
The seven weeks period is not enough to collect all the
The respondents are not properly answering the survey
The research design method by the researcher
for this study was descriptive research.
Descriptive research includes surveys and fact
findings enquiry of different types. The major purpose of
descriptive research is the description of the state of affairs as it
exits and present. The main characteristics of descriptive research
is that the researcher has not control over the variables and he has
only report what was happened or what is happening.
Convenience sampling is a non-probability method.
This means that subjects are chosen in a non random manner, and some members
of the population have no chance of being included.
With non-probability sampling, researchers have no way of calculating how well
their sample represents the population as a whole.
In general, probability sampling is considered to be more stringent and accurate
than non-probability sampling, but it is not always feasible. When time or cost is a
factor, some researchers might use convenience sampling.
It may be “Convenience samples” are rarely convenient to draw, but they are
referred to this way to distinguish them from random sample.
The source of information need for the study has been
collected through secondary sources and primary data are collected
primary data was collected from the
Secondary data was collected in the from of
Books and Magazines and
Tools used for data analysis and interpretation were
percentage analysis average method.
58% of the respondents are agreeing with the discipline and the cleanness of hotel
52% of the respondents are agreeing with the ability of hotel employees to
understand guest specific needs.
46% of the respondents are agreeing with the employee’s action and
behavior that increase confidence in guest feels comfort.
74% of the respondents are agreeing with the quality of the hotel.
48% of the respondents are agreeing with the safety guest feel in
transaction with hotel employees.
28% of the respondents are agreeing with the ability of the hotel employees
to answer guest’s questions.
56% of the respondents are agreeing with the individual attention guest
receive from the hotel employees
46% of the respondents are agreeing with the convenience of hotel
58% of the respondents are agreeing with the discipline and the cleanness
of hotel staff.
42% of the respondents are strongly agreed with the quality of food is
44% of the respondents are agreeing with the room service is excellent.
98% of the respondents are says Yes about the hotel provide a safe
92% of the respondents are says Yes about to visit a hotel again.
To provide free breakfast for guest in the hotel
To provide facilities for online booking and transport
To provide 100% safety to our guest during the case of
To improve the parking facilities in the hotel
To give training to the employees on the topic “customer
To conduct the department meeting to all employees in
weekly once to give briefing about the service quality to
To appoint the receptionist by knowing with common
language which the customer feel comfort to communicate.
This study entitled “a study on service quality on
customer satisfaction” the researcher in knowing the service
quality in the hotel. Customer plays a vital role and providing a
meaning in the running organizations.
I conclude that service is to improve the brand
image of the concern and highly support for the customer
preference.it leads to organization in success manner.