FINAL THEISIS REPORT Introduction of Pearl Continental Rawalpindi:

Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is a transit city of visitors wishing to explore the fascinating Northern Areas. Pearl Continental Hotel, Rawalpindi, stands tall right at the heart of Rawalpindi. The only five star hotel of its kind in the city, which has come a long way. It offers a variety of unique and excellent personalized services to its clients. PC is one of the worlds famous five star hotels all over the world. It provides very ostentatious services to all of its clients. PC is providing its heart trending services in Asia as well as in U.K and U.S.A. Only 5-minute drive from the airport and in close proximity to the famous shopping centers, the PC hotel is the citys only deluxe hotel that caters to local as well as foreign travelers in style Pakistan Services Limited was incorporated in 1958 as a Public Limited Company and is quoted on the Stock Exchange. It owns and operates the Pearl Continental Hotels (formerly Inter Continental Hotels) and is recognized as the largest and oldest Hotel Company in Pakistan. Pearl Continental Hotels is the first Pakistani chain, which has achieved excellent international standards of quality products and services. In recognition of its high standard Pearl Continental Hotels have become synonymous with a tradition of personal services, efficiency, and convenience and guest satisfaction.

VISION
Their vision is; Being the largest 5 star hospitality company in Pakistan, we are committed to dynamic growth and service excellence built upon our heritage of traditional hospitality. Stay on the cutting edge of business through deliberate and persistent efforts to harness technology and human resource backed up by our financial and logistic strengths for highest quality services and products to our customers at best value for their money.

MISSION:
To strive to present the products/facilities/services when and where the customer wants our culture reflects our values. This includes a shared vision of who we are and where we're headed. And it encompasses everything from the way we treat our customers to how we deal with our competitors.

GOALS AND FOCUS:

Their goals are To provide the first hospitality experience. They exist to attract and maintain customers. They believe that when they will adhere to this maxim everything else will fall into place and their services will exceed the expectations of their customers. They strive everyday to provide top-notch hotel management services that streamline operations while exceeding the goals and expectations of their clients, partners and associates. Their uncompromising commitment to excellence combined with decades of refining lodging industrys best practices produces unprecedented success for our clients. Further they have an uncompromising commitment to excellence. They are honest and dont believe in taking risks that would jeopardize clients trust in allowing them to run their business.

PRODUCT LINE
A product line of PC hotel Rawalpindi includes: Rooms Restaurants Recreational facilities Business center Halls Services & facilities

ROOMS: Pearl-continental hotel Rawapindi offers 200 guest rooms including Executive, Deluxe & Presidetial suites. The rooms are tastefully decorated & provide the business travelers all the special facilities & comforts required to make their stay pleasant & convenient. RESTAURANTS: The hotel is popular in the twin cities for its elegant restaurants. PC has three restaurants & a coffee shop. BUKHARA: designed like a village, offers a variety of traditional Punjabi & Bar-b cue dishes. MARCO POLO: where one can have choice of Pakistani & Continental foods both from buffet & a la carte. TAI PAN: the hotels Chinese restaurant serves sumptuous Chinese cuisine in an elegant setting. FRONT PAGE: a round-the-clock open coffee shop. RECREATIONAL FACILITIES The guests can avail the hotels recreational facilities as such the: Swimming Pool Tennis court, squash court Gym

BUSINESS CENTER: The center will assist you with all your correspondence, Internet, Printing, laptops, Audio-visual facilities tele-faxing & other executive needs e.g. money changing etc.

HALLS: The Ballroom & Kohsar halls, both of which can be partitioned into three sections each, are available to hold various receptions & conferences. The hotel is fully equipped with the latest facilities; like audio-visual, video projection system, overhead projectors, integrated P/A system & audio recording equipment that helps in making the meeting/seminar a complete success. SERVICES & FACILITIES: These include: Mosque Beauty saloon Flower shop Barber shop Car rental services Airport pickup House doctor Concierge Travel agency Pharmacy Shops, dry cleaners, bakery, flower shop Power generated back-up services.

CUSTOMER ANALYSIS:
Pearl Continental Hotel Rawalpindi offers a variety of unique and excellent personalized services to its clients. It has become synonymous with a tradition of personal services, efficiency, convenience and guest satisfaction. Customer satisfaction is on the top most priority for hotel management. Pearl Continental Hotel is the citys only hotel that caters to local as well as foreign travelers.

Collectively they provide their clients with such services that they rediscover the simple pleasures of life. It creates value for its customers.

NUMBER: Pearl Continental Hotel Rawalpindi offers a great variety of services and for this reason they have a large number of customers from every segment of life. The customers are divided into PREFFERED, COMMERCIAL, and CORPORATE. Mostly they have over client crewmembers. TYPE: PCHRs customers include: CREWS: Crew of PIA. Crew of Saudi Arabian Airline Emirate Air Line. Gulf Air. Quarter Air Ways etc.

GOVERNMENT: From government segment they have customers from all over the world especially USA, MIDDLE EAST, EUROPE and SOUTH EAST ASIA. It also includes GHQ. COMMERCIAL: Commercial segment is one of the major contributors in the profit of PCHR. It includes Pharmaceutical Companies such as GSK etc.

THE CHALLENGE TO PCHR(Pearl continental hotel Rawalpindi): Budget is a statement of revenues and expenses. Total revenue per annum= 3 Millions (approximately) Operating expenses are 70-80% of Total revenue. Non-operating expenses and depreciation are almost 10% of total revenue. So the left out profit is 10-15% of total revenue And it is a challenge for PCHR to maintain the standard of services and customer satisfaction is very crucial, and the biggest challenge for PC is to maintain its standard and keep on providing the quality services. The most basic objective of that customer satisfaction-surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer, which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers). www.pchotels.com/pchr

SWOT ANALYSIS:
Strengths: The only 5 star hotels in the city. Islamabad international Airport at 10 minutes drive only. Close to Defense/GHQ Largest hotel chain in Pakistan. New large space for parking Transport services Newly renovated rooms on Executive/busisness Floor.

Personal safe deposit electronic lockers & Electronic keys in each room 24 hrs full service business center temperature controlled swimming pool open round the year

Two huge lawns for events functions and exhibitions. Restaurants with different cuisines Bank available at the property New shopping arcade Tennis Court in the premises. Service/snacks, Hi-Tea available at CIP, executive/VIP lounges at the Airport Newly renovated Banquet Halls (which can be split up to 07 halls ) DSL connections available in the hotel Video Conferencing facilities available in the hotel Auto call charging facility available

Weaknesses: Distance from the capital city. Pillars in the meeting halls Limited recreational facilities No bar for the foreign clients Faculty plumbing system Lack of International brand name Airport Counter is not presentable as it should be Online reservation system available but not being utilized Very small and unequipped gymnasium Airport shuttle service should be available round the clock.

Old styled rooms, restaurants need renovation. Not highly trained staff.

Opportunities: Capturing more and more business from Islamabad To tap group segment going up north at competitive rates Bhurban resort to be included in conference packages for lunches or day trip Excursion trips for groups can be arranged to Islamabad and its surroundings Addition of cyber caf and a bar can increase the revenue Because of lawn facilities can tap all the medical conferences and the exhibition that involve stalls display Can earn more revenue by conducting events and festivals utilizing our lawns Earn more revenues by floating different packages and deals in restaurants Can earn more revenue and attraction by setting an extension of bakers, boutique in western lawn offering various cuisines in open air in huts style Central database connectivity among sister concerns Provision of computer systems, Internet and Fax facilities in rooms (under process) Threats:

Business traveler inflow towards Islamabad Government offices /Diplomatic sector located in Islamabad Proposed Sheraton Hotel and five new five star hotels in Islamabad Best Western Hotel/Holiday Inn with lower room rates and good rooms New Companies also prefer Islamabad as a capital city

Blue lagoon AWT Banquet facilities just across the road with additional new banquet halls at half our price with no sales tax are a real threat to F&B Revenue

Guesthouses with good facilities and lower room rates are also increasing in the twin cities. Higher tax rates Re-imposed wedding ordinance a threat F&B revenue Crown Plaza in no operation with 60 rooms and good facilities De Mall Hotel with 60-80 rooms just near PCHRs property.

DEPARTMENTS REALTED TO CUSTOMER CARE:

1) Front office. It includes: Reservation Telephone Department Business Center Airport pick and drop service

2) Food & Beverage. 3) Security Department. 4) House Keeping Department 5) Public Relation Department.

Front Office:Front office is a place in the hotel where a small number of staff is available on the front desk or reception that faces the customers to treat them and guide about any related information. Food & Beverage: In this department the staff hygienically served the food & connect the cost controlling people to check the quality of food either it is up to the mark or not, if something happens Or appear against the expectations they look into the matter and try to satisfy their customers maximally. They have 5 outlets including 4 restaurants & room services for 24 hours for in-house guest. Security Department: The department is concerned with the entire security of hotel. Main areas of security are: 1. Lobbies 2. Restaurants 3. Entrance/ gate 4. Car park The security of the hotel is essential as the foreign delegation, tourists, VIPs & special clients stay there. So giving them the security service is indeed a major need for hotel customers. 10

House Keeping Department: This department actually manages the in house management and takes care of cleanliness and arrangement of the entire hotel. their job is to give proper shape to the hotels other department including decors of restaurants,

Employees Uniforms, rooms arrangement etc. in spite of giving proper shape, this department also provides healthy and enjoyable environment to the clients. Public Relation Department: The responsibility of this department is to keep the district management happy through the welfare. This department also arranges the concerts, dramas & musical functions for in house & as well as external customers, they are responsible for distributing the tickets of these particular functions to general public. This department generates revenue through these activities. They have all information about hotel concerning and its operations so they try to attract more & more customer to entertain them to create such healthy events for fun & enjoyment.

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INTRODUCTION OF CUSTOMER SATISFACTION "The gulf between Satisfied customers and Completely satisfied Customers can swallow A business." --Harvard Business Review, November/December 1995 DEFINITIONS OF CUSTOMER SATISFACTION Rather than a single definition, I think it is appropriate to provide several definitions because a single definition gives the impression that there can be only one, which is certainly not true. Each of the following definitions can be applied to the high technology service business regarding customer satisfaction.: Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. 12

Definition 3: Customer satisfaction occurs when the acquisition of products and /or services provides a minimum negative departure from expectations when compared with other acquisitions.

Definition 4: Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime

of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Whereas Customer focus is a management philosophy and way of doing business that is a key to growth and profitability. The idea behind "Customer focus" is that your company must understand what your customers want, and provide it to them at an attractive price. (Survey By: Services Expert Ph.D. Articles Customer February Satisfaction 12, 2005) William Bleuel, Saturday,

IMPORTANCE OF CUSTOMER SATISFACTION:

It is said: It takes continuous effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction.
)Charles Bernstein, "The two restaurant kings: Customers, Managers," Nation's restaurant news (May 7th, 1990) Pg: 41)

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Customer service is not merely customer relations or how nice frontline workers are to customers. Rather, satisfying or even delighting customers is the goal of excellent customer service. Because customers for different types of services have different needs, customer service strategies will differ and must be tailored to the target customer. Competitors that are prospering in the new global economy recognize that measuring customer satisfaction is key. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits.
BY KEVIN CACIOPPO (MEASURING AND MANAGEING CUSTOMER SATISFACTION)

According to a research project by the Australian Food Marketing Center, Victoria University, satisfaction with product or service offerings is influenced by a variety of factors such as quality, price, timeliness, and performance several of these factors, are in turn, influenced by customer perceptions and expectations. Customer perceptions and expectations often result from evaluation of alternative product and service offerings and the uniqueness of customer needs and wants. In order to achieve typical business objectives, companies need to fully understand their customer expectations before they can effectively improve satisfaction levels.
(By Dr. Suku Bhaskaran Director Australian Food Marketing Center, Victoria University, 301 Flinders Lane)

CUSTOMER SATISFACTION MEASUREMENT FACTS: A 5-percent increase in loyalty can increase profits by 25%-85%.

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A very satisfied customer is nearly six times more likely to be loyal and to repurchase and/or recommend your product than is a customer who is just satisfied. Only 4 percent of dissatisfied customers will complain. The average customer with a problem eventually tells nine other people.

Satisfied customers tell five other people about their good treatment.

A market trader has a continuous finger on the pulse of customer satisfaction. Direct contact with customers indicates what he is doing right or where he is going wrong.

MEASURING CUSTOMER SATISFACTION: Measuring satisfaction is necessary because it reveals the voice of your customer. Properly done, this tells you which aspects of your product, service or brand will return the greatest impact on the OUTCOME called loyalty behavior. (Dining
2003 - 413 pages) Room and Banquet Management -Thomson Delmar publishers- Page 27By Anthony J Strianese, Pamela P Strianese -

CUSTOMER LOYALTY: Loyalty BEHAVIOR means the act of customers making repeat purchases of their current brand, rather than choosing a competitor brand instead. Loyalty is so valuable because it has a huge impact on market share. Established repeat customers may often generate superior profit margins. They require less customer care, have less price sensitivity, need fewer advertising and promotional inducements, they refer their family and friends to your brand and so on.
Ruth Fantasia, speech given to the capital district chapter of the national restaurant association May 2000, Saratoga Springs New York

FACTORS THAT EFFECT CUSTOMER SATISFACTION

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Satisfaction with product or service offerings is influenced by a variety of factors such as quality, price, taste, timeliness, environment and performance. Several of these factors, are in turn influenced by customer perceptions and expectations. Customer perceptions and expectations often result from evaluation of alternative product and service offerings and the uniqueness of customer needs and wants.

"Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service Satisfaction because a product/service met or exceeded the customer's expectations
[Charles Bernstein, "The two restaurant kings: Customers, Managers," Nation's restaurant news (May 7th, 1990) Pg: 41]

In the public sector, good customer service generates satisfied or delighted customers. Satisfied customers lead to increased compliance, improved information exchange, improved relationships, increased trust, and potentially, decreased workloads or costs. In the private sector, good customer service leads to satisfied or delighted customers, which generates customer loyalty, which produces increased revenues and reduced costs. www.powerdecision.com/customersatisfaction

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TOPIC
FACTORS THAT INFLUENCES CUSTOMER SATISFACTION OF PEARL CONTINENTAL RAWALPINDI

PROBLEM STATMENT
1. How could the high level of customer satisfaction be achieved for PC Rawalpindi?

PURPOSE OF STUDY
The main objective of the research is that, to find out the factors that affects the customers satisfaction, which is the only way to increase the productivity of the hotel, and how could the high level of customer satisfaction be achieved for PC, which are the factors the management should emphasize on, and where its lacking in terms to get maximum customer satisfaction because if customer would be satisfied with the hotel it would be loyal to hotel and productivity of the hotel will tend to increase. It is a challenge for PCHR to maintain the standard of services and customer satisfaction is very crucial, and the biggest challenge for PC is to maintain its standard and keep on providing the quality services. The most basic objective of that customer satisfaction-surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the

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customer, which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers).

The schematic preview of the theoretical framework:

Quality of food Prices

Nutritious value Customer satisfaction

Comfortable Environment Fast and efficient services Satisfaction with taste

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HYPOTHESIS:
Null hypothesis H0 : =0 Customer satisfaction in case of PC Rawalpindi does not depend on quality of food, prices, nutritious value, confirmable environment, efficient services and satisfaction with taste.

Alternative hypothesis
H1 : 0 Customer satisfaction in case of PC Rawalpindi depends on the quality of food. H2 : 0 Customer satisfaction in case of PC Rawalpindi depends on the prices. H3 : 0 Customer satisfaction in case of PC Rawalpindi depends on the nutritious value H4 : 0 Customer satisfaction in case of PC Rawalpindi depends on the comfortable environment

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H5 : 0 Customer satisfaction in case of PC Rawalpindi depends on the efficient services. H6 : 0 Customer satisfaction in case of PC Rawalpindi depends on the satisfaction with taste.

THEORETICAL FRAMEWORK
The variable of primary interest to this research is the dependent variable of customer satisfaction. The variance in this variable is attempted to be explained by six independent variables. Quality of food Prices Nutritious value Comfortable Environment Fast and efficient services Satisfaction with taste

RELATIONSHIPS AMONG THE VARIABLES

The less the level of quality the greater would be the dissatisfaction of customer. This is because the aspects or characteristics, which are necessary to satisfy the customer, include quality, worth and eminence. If they do not get high quality food then of course customer will never be satisfied because mostly people are quality conscious. Unless there is high quality food, the satisfaction level of customers would decline continuously. The less the level of eminence the less

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would be the sense of happiness and contentment that the customers feel towards the food. Everyone in this world likes to eat that food which is not only good in quality but also have a good taste and provide customers nutritious value. If the customers will get good quality food but that food is taste less and also increase the calories than high quality of food is of no benefit. The less the taste level the more dissatisfaction occurs among customer.

An other important variable, which influences the level of customer satisfaction, is the environment and cultural differences. It is widely acknowledged that food choice is subject to cultural differences. As everybody knows, taste preferences differ between countries, but also the perception of what is healthy, what is convenient, and which types of production are acceptable may differ. Like the people of Pakistan like to eat spicy food and give preference to the product of meat while on the other hand Indian give preference to product having vegetable and people of western countries dont like spicy food, and a big number of PC customers are foreigners.

THE NATURE AND DIRECTION OF RELATIONSHIPS:

From the above discussion it is clear that the lower the level of quality, the higher would be the level of customer dissatisfaction. Thus a negative relationship exists between these two variables. Moreover, the relationship between' the level of taste, prices texture and the level of customer satisfaction is negative i.e., with the decrease in the levels of the above-mentioned independent variables, the level of satisfaction increases.

WHY IS THIS RELATIONSHIPS EXPECTED TO EXIST?

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From our previous findings we can say that: Lower levels of quality decrease the satisfaction of customer, then the productivity Low level of taste and flavor makes the customer dissatisfied that effects revenue A low level of services and nutritious value result in a unhappiness in result loss of revenue or productivity

The less proper pricing of a food, less of the customer will attracted The higher will be the nutrition value, the higher will be customer satisfaction If the customers will be served well, they will be more satisfied

PROCEDURE/ RESEARCH DESIGN DETAILS INSTRUMENTS FOR DATA COLLECTION

On ground observations Questionnaire

NATURE OF STUDY:
This report attempted to analyze the relationships between the dependent and independent variables, so this study was analytical in nature. Cross-sectional or longitudinal study, this study is cross-sectional in nature as the data was collected over a period of three months and also the study is not continuation of any previous study.

STUDY SETTING:

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The variables in this study were neither controlled nor manipulated, and no artificial setting was created for the study so this is a field study.

TIME HORIZON:
The data for this research were collected over a six-month period. Because the team on this organization had done no previous research, so the study was cross-sectional in nature.

UNIT OF ANALYSIS: Individual

The researchers were interested in measuring the level of satisfaction on the part of the customers, so the unit of analysis for this project was each individual customer.

DISCRIPTIVE STUDY
This study is a descriptive study because this study is undertaken in order to ascertain and be able to describe the characteristics of the variable such as food, quality, services, environment, customer care that effects on customer satisfaction that leads to high productivity. The goal of this study is to offer a profile or to describe relevant aspects of the phenomena of interest from an individual and organization.

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METHOD SECTION POPULATION

The population of the study comprised customers in the five star hotels like PC.

Sampling design Proportionate stratified random sampling

As pearl continental hotel have four outlets for its customers, Bukhara, Tai Pan, Marco Polo, and Front page.

The Bukhara Restaurant offers a variety of traditional barbecue dishes and at Tai Pan, sumptuous Chinese cuisine is served in an elegant setting. Pakistani and Continental food is served at the Marco Polo. I have taken the number of samples (customers) from each outlet using Proportionate stratified random sampling (25% of the elements from each outlet). I have taken the sample of 30 customers.

WHEN WAS THE DATA COLLECTED:

For the purpose of collection of data visits, personal observations and questionnaires were distributed. The questionnaires were administered personally and were collected on the same day. For the people who could not understand it personal guidance was provided, so that the answers are not ambiguous. Each person, on average took almost 15 minutes to respond. It was assured to the employees that their responses would be kept confidential, so that any sort of bias could be avoided

MAIN VARIABLES:

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The variables of primary interest to this research are the dependent variable and independent variable, which are as follows: -

INDEPENDENT VARIABLES:
Prices Quality Taste Services Environment Nutritious value

DEPENDENT VARIABLE:
Customer satisfaction

INDEPENDENT VARIABLES

PRICES: Customer satisfaction is also inextricably linked to price. We can be satisfied with a product that performs adequately when the cost is low, yet we may be dissatisfied with adequate performance if we've paid more. So if price is the weakest foundation for a brand, then why have an objective that varies according to the price paid? Additionally, a commitment to increasing customer satisfaction usually means increasing costs, with an unknown effect on profitability. The problem is compounded when customer satisfaction is tied to compensation. That can lead to "purchasing" customer satisfaction with lower pricing or to resistance to innovation or other changes that could impact satisfaction levels.Satisfaction is important, but in the customer economy, it is no longer enough. Customer satisfaction provides little guidance about what's wrong, how to fix it, or even whether a customer is worthy of satisfaction.

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Even worse, it can distract from increased profitability or customer equity. So stop looking for warm-and-fuzziness from customers, and start looking for the definitive ways they hold you accountable to their bottom line.
( Quality Facility Management: A Marketing andCustomer Service Approach - Page 70, By Stormy Friday, David G. Cotts - 1994 - 240 pages-john Wiley and sons inc )

QUALITY:

Customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them to improved quality, reduced cost and increased customer satisfaction.

In an ideal capital market companies will produce their product to meet consumer tastes, the more competition that enters the market, the better the quality and prices. TASTE: The main focus of the fast food industry, unless otherwise directly stated by the corporation, is the taste of food, not the nutritional value. Consideration of savings and customer satisfaction with taste are kept in perspective. The current image of an innutritious and barely satisfying taste actually helps the industry. The lowered expectations, mostly based upon a consumers value of product versus cost, allow the fast food industry to operate at lower standards than other restaurants. SERVICES:

Service personnel are pleasant and helpful. The food service facility is clean, sanitary and safe.

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ENVIRONMENT:

To justify the description 'healthy eating environment' it is essential that high standards of food safety and hygiene be guaranteed throughout the premises. No smoking is considered to be the norm. Non-smoking areas must be clearly indicated.

NUTRITIOUS VALUE:

Providing healthy food choices indicating and identifying healthier alternatives prepared in a healthier way, offering more fiber and less fat with a vast choice of food like continental, desi, chines, fast food., salt and sugar e.g. use of oils, low in saturates and rich in mono-unsaturated and offering a choice of lower-fat vegetarian main dishes.

PROBLEMS OF VALIDITY:
As the data collected was primary as well as secondary i.e. it was collected from the customers of Pearl Continental but the occurrence of choices of other five star hotels in market may led to the change in tastes and preferences of customers.

BIAS:
There was no bias in my study.

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Sample of Questionnaire You are requested to kindly fill questionnaire to help in a study being carried out to know the hotels customer satisfaction level. The information will not be disclosed except to be used in libraries to help students.

SAMIA SAFDAR (MBA-MARKETING NUML)

Did you visit PCHR as? Single Family Friends Colleagues

How do you rate PCHR (PC hotel Rawalpindi)?

Outstanding

1
Do you like Food quality?

good 2

normal 3

poor 4

Disappointing

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Do you like Hotel dcor? Do you like Speed of service? Do you like Courtesy of Employees? Do you like Cleanliness in hotel?
Value for money you are getting here?

How is Customer care? Rate Privilege card Facility?

Overall experience at PC?

Strongly Disagree 5

Somewhat Disagreee 4

Agree nor Disagre 3

Somewhat agree 2

Strongly Agree 1

Food is as good as expected? Services are as good as they used to be Im satisfied with the price I pay Lower prices can still be profitable Hotel is justified in charging its prices Environment is comfortable?

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Every one at PC is polite Would you recommend PC to others?

Any comments you would like to give?

------------------------------------ ----------------------

Tell us about yourself

Name (optional)- - - - - Locality - - - - - - - - - - cuisine/outlet - - - - - - -

Thank you so much for your time and interest

Graphical representation

1 - Did u visit PC RWP as? Single Family Friends Colleagues Others Total Frequency 3 18 10 3 0 34

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did u visit PC RWP as

single family friends colleagues

2 - How do u rate PC RWP in food? Poor Normal Good Outstanding Total Frequency 2 7 9 16 34

31

how do u rate PC RWPin food

poor normal good outstanding

3- How do u rate PC RWP in hotel dcor? Outstanding Good Normal Poor Disappointing Total Frequency 20 11 3 0 0 34

32

how do u rate PC RW in hotel decor P

normal good outstanding

4- How do u rate PC RWP in speed of service? Outstanding Good Normal Poor Disappointing Total Frequency 9 15 10 0 0 34

33

how do u rate PC RWP in speed of service

normal good outstanding

5- How do u rate PC RWP in courtesy? Outstanding Good Normal Poor Frequency 20 14 0 0

34

Disappointing Total

0 34

how do u rate PC RWP in courtesy

good outstanding

6- How do u rate PC RWP in cleanliness? Outstandin g Good Normal Poor Disappointi ng Frequency 24 10 0 0 0

35

Total

34

how do u rate PC RWP in cleanliness

good outstanding

7- how do you rate PC RWP in value for money? Outstanding Good Normal Poor Disappointing Total Frequency 6 17 11 0 0 34

36

How do you rate PC RWP in value for money

normal good outstanding

8 - How do you rate PC RWP in providing privilege card facility? Outstanding Good Normal Poor Disappointing Total Frequency 0 11 13 10 0 34

37

how do you rate PC RWP in providing privilege card facility

poor normal good

9- how do you rate PC RWP in providing customer care? Outstanding Good Normal Poor Disappointing Total Frequency 12 11 11 0 0 34 38

how do you rate PC RWP in prviding customer care

normal good outstanding

10- How was your overall experience at PC RWP? Outstanding Good Normal Poor Disappointing Total Frequency 19 12 3 0 0 34

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how was your overall experience at PC RWP

normal good outstanding

11- Food is as good as expected? Strongly agree Somewhat agree Neither Somewhat disagree Strongly disagree Total Frequency 19 10 4 1 0 34

40

Food is as good as expected?

somewhat disagree neither somewhat agree strongly agree

12 - Services are as good as they used to be? Frequency 18 11 5 0 0 34

Valid Strongly agree Somewhat agree Neither Somewhat Disagree Strongly disagree Total

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Services are as good as they used to be?

neither somewhat agree strongly agree

13-I am satisfied with the price I pay? Valid Strongly agree Frequency 2 22 9 0 1 34

Somewhat agree Neither Somewhat Disagree Strongly disagree Total

42

I am satisfied with the price i pay

strongly disagree neither somewhat agree strongly agree

14 - Lower prices can still be easier for me? Frequency 31 3 0 0 0 34

Valid Strongly

agree

Somewhat agree Neither Somewhat Disagree Strongly disagree Total

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Lower prices can still be easier for me?

somewhat agree strongly agree

15 - Hotel is justified in charging its prices? Valid Strongly agree Frequency 0 23 11 0 0 34

Somewhat agree Neither Somewhat Disagree Strongly disagree Total

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Hotel is justified in charging its prices?

neither somewhat agree

16 - Every one at PC RWP is polite? Valid Strongly agree Somewhat agree Neither Somewhat Disagree Strongly disagree Total Frequency 21 13 0 0 0 34

45

Every one at PC RWP is polite?

somewhat agree strongly agree

17- Environment is comfortable? Valid Strongly Frequency agree 22 11 1 0 0 34

Somewhat agree Neither Somewhat Disagree Strongly disagree Total

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Enviornment is comfortable?
neither somewhat agree strongly agree

18 - Would you recommend PC RWP to your friends and colleagues? Valid Strongly Frequency agree 28 6 0 0 0 34

Somewhat agree Neither Somewhat Disagree Strongly disagree Total

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Would you recommend PC RWP to your friends and collegues

somewhat agree strongly agree

Null hypothesis
H0 : =0 Customer satisfaction in case of PC Rawalpindi does not depend on quality of food, prices, nutritious value, confirmable environment, efficient services and satisfaction with taste.

Alternative hypothesis
H1 : 0 Customer satisfaction in case of PC Rawalpindi depends on the quality of food. H2 : 0 Customer satisfaction in case of PC Rawalpindi depends on the prices. H3 : 0 Customer satisfaction in case of PC Rawalpindi depends on the nutritious value H4 : 0

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Customer satisfaction in case of PC Rawalpindi depends on the comfortable environment H5 : 0 Customer satisfaction in case of PC Rawalpindi depends on the efficient services. H6 : 0 Customer satisfaction in case of PC Rawalpindi depends on the satisfaction with taste.

Level of significance:
=0.05

Test statistics:
2 Calculation: Expected Observation s (Oi) Strongly Agre e Somewhat agree Agree Disagree nor 98 122.4 619.76 5.06 49 270 227 122.4 122.4 21785.76 177.98 10941.16 89.39 Frequenc y Ei (oi - ei)2 (oi - ei)2/ ei = (Oi ei)2 / ei

Somewhat Disagree Strongly disagree 16 1 612 122.4 122.4 11320.96 92.49 14737.96 120.40 485.32

2 cal Critical region:

=485.32

2(k-1,) = 24,0.05) = 9.49

Conclusion:
485.32> 9.49 Calculated value is greater than the tabulated value so we reject Null Hypothesis and accept Alternative Hypothesis.

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LITERATURE REVIEW Books/Articles on customer satisfaction Research notes By Dr. Suku Bhaskaran, Director Australian Food Marketing Center, Victoria University, 301 Flinders Lane Handbook of Customer Satisfaction and Loyalty Measurement By Nigel Hill Gower Publishing, Ltd.- 2000 - 290 pages Making Customer Service Happen: A Simple and Effective Guide to Achieving Customer Satisfaction... By Kristne Hickey, Neville Lake publisher lea Dawson- 2001 - 128 page Best Practices in Customer Service - Page 405 By Amacom publications New York- 1999 - 414 pages Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction - Page 221 By Woodruff and Sarah fisher-blach well publishing UK - 1996 - 360 pages Quality Facility Management: A Marketing and Customer Service Approach - Page 70 51

By Stormy Friday, David G. Cotts - 1994 - 240 pages-john Wiley and sons inc Delighting Customers: How to Build a Customer-Driven Organization Page 17 By P Donovan -publisher Springer-1995 - 272 pages Nation's restaurant news 33, no.37 (September 13,1999); "operators finetune fundamentals, forge stronger links to loyalty."Pg.85;"customer satisfaction service," Robin lee Allen, Pg.86-88;"Customer satisfaction: customer vs. customer Paul frumkin, pg.122-124

BOOKS/ARTICLES ON HOTEL AND RESTURANTS Dining Room and Banquet Management -Thomson Delmar publishersPage 27 By Anthony J Strianese, Pamela P Strianese - 2003 - 413 pages Best Practices for Customer Service -published by HRD press- Page 459 By Zemke Ron, Woods John - 1998 - 600 pages Key Customers: How to Manage Them Profitably - Page 6 By Malcolm McDonald, Beth Rogers, Diana Woodburn - 2000 - 319 pages, Elsevier publishers Noel Cullen, Ed.D, CMC, AAC, "Opening a successful restaurant", the national culinary review (July 1999) 4,6 page. Ruth Fantasia, speech given to the capital district chapter of the national restaurant association May 2000, Saratoga Springs New York Charles Bernstein, "The two restaurant kings: Customers, Managers," Nation's restaurant news (May 7th, 1990) Pg: 41 RELATED SITES Customer Service Secrets Top leaders discuss how they serve their customers. 52

www.secretsofsuccess.com Customer Survey Guidebook www.greatbrook.com www.pchotels.com/pchr

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