The document discusses a study conducted on service quality and customer satisfaction at a hotel in Madurai, India. The study used a descriptive research design with primary data collected through questionnaires and interviews and secondary data from sources like the internet, books, and hotel records. Various statistical tools were used to analyze the data. The results showed that most customers were satisfied with factors like cleanliness, food quality, and safety. Some areas for improvement included employee communication skills and parking facilities. The conclusion was that improving service quality helps enhance the hotel's brand image and customer preference, supporting organizational success.