Introduction

The sector of restaurant business is one of the competitive sector where they try different experiments
in respect to meet the customer satisfaction towards delivered services. The companies are highly
depended on their customer experience and engagement. In business cycle customer satisfaction is the
core part for the growth of organisation. The level of customer satisfaction in a various time phase
with various terms and conditions are changing. Better customer satisfaction helps to maintain the
profitability of company, goodwill of company among the valuable customers. Moreover, the satisfied
customers are always loyal to the product and company. The company always set the targets of
growing the business in the competitive market by providing the product and services as per the needs
of customers.

Likewise, vendors are popular as the service provider where as consumers are known as service
receivers. Both parties enjoy with the element which is known as services and products. For vendor,
the customers are the stem body for the company which accelerate the motivation of vendor and makes
liable to produce and give a qualitative service as per the wants, needs and demands delivered by the
company. Moreover, company should always be responsible to provide the qualitative services to
make its valued customer satisfied by quenching their demands. The meet of demand and expectations
of customer is the primary target of the company which results the happiness and satisfied customers
regarding their paid price for the product and services. There is a supply and demand relationship
between company and customers in terms of product and services offered to the customers by the
company.

As the time phase passes and brings the change in life cycle of modern people, the business of
restaurant has become more popular among those people. Through the restaurant services most of the
people are seeking for the save of valuable time for them. As this sector became competitive, numerous
restaurants are offering healthy and delicious foods to quench the satisfaction level of the valuable
customers. Thus, more and more restaurants are bringing the different offers and options to fulfil the
demand and needs of the customers.
Sree Annapoorna Sree Gowrishankar group of hotels is famous restaurant among all age groups
Coimbatore,Tamilnadu. They serve the healthy and delicious food to their valuable customers. It
operates the business from In the beginning, they concentrated on a limited menu with coffee, tea,
snacks and tiffin items.
In the years that followed they sought to create the unique Sree Annapoorna menu. Notwithstanding
the fact that South Indian recipes are ancient, originating thousands of years ago – they are adaptable
and innovative. Today, they also serve some traditional favourites like North Indian and Chinese
Cuisines. they also cater chat items, desserts, sweets and savouries.
All their restaurants have an in-house confectionery store selling Indian Sweets and savouries After
much accolade and claim for our first offering, we now have over 17 branches at different venues in the
Coimbatore city.The restaurant serves a variety of vegan and vegetarian options along with the meals.
As the highly competitiveness in the market, the quality of service provided to the customers has
become more and most important element to meet the customer satisfaction level and to make them
loyal customer about the product/service provided to them. Hence, the process of survey about customer
satisfaction and quality of service was conducted to find out the quality of service and efficiency of
restaurant to attract more and more customers in future. There is a page on Sree Annapoorna Sree
Gowrishankar official web page where customers can provide their feedbacks as well. The menu is
delivered to the customers in language in English. The menu is shown in English below.

1.1 Aim of the Study

The aim of this research is to assist the commissioner in case of measuring the customer satisfaction
visiting at Sree Annapoorna Sree Gowrishankar group of hotels and restaurant’s service quality and
find out the ways to improve in future in related to product/services. The different types of customers
with having different tastes visits the restaurant in the daily basis, therefore it became more essential
part to find out the way of satisfying them and bring back them to enjoy the foods again and again
through the possible improvements in the future.
1.2 Limitations of the Study

The research is conducted in restaurant during service hours. It was not easy to collect the data’s when
customers allocated their time for their foods only. Furthermore, language barriers were other tough
challenges while conducting survey in the restaurant as different types of customers comes for the
foods who belongs from different nationalities and cultures. In the survey there were maximum
numbers of questionnaires which took approximately 5 minutes for each customer to filled it which
was another cause of problem for the survey. Moreover, some of the customers were not interested to
fill out the questionnaires paper.

1.3 Objective of the study

➢ TO identify the customer satisfaction towards the Sree Annapoorna Sree Gowrishankar Group
of hotels.

➢ To know the factors influencing in buying

➢ To analyse the present customer attitudes towards Sree Annapoorna Sree Gowrishankar Group
of hotels

➢ To find the performance of Sree Annapoorna Sree Gowrishankar Group of hotels.

➢ To find the opinion of the respondence regarding Sree Annapoorna Sree Gowrishankar Group
of hotels.

➢ To provide suggestions to improve its sales & profitability.

 Customer satisfaction questionnaire

I would thank be grateful if you spare a few minutes to complete this customer satisfaction
questionnaire to help me to know the desire level and expected level of customer satisfaction
of my project.

Takes about five minutes to complete this questionnaire. The answers will be treated anonymously.
Thank you in advance.
NAME : ________________________
1. Choose the age group you belong to
o Under 15 years old
o15 years – 30 years old
o 30 – 45 years old
o 45 – 60 years old
o 60 years old above
2.Gendar
o Female
o Male
3. What is your Nationality?
o Indian
o Foreigner if yes.
Mention it…………
4. Current professional status
o Student
o Employed
o Unemployed
o Businessman
o Retired
5. How often do you visit restaurants?
o Once a month
o Once a week
o Daily
o Few times a week

6. What is your view about recent pricing for the foods?

o Cheap
o Average
o Expensive
o Very expensive
7.The menu has enough varieties of foods?
o Agree
o Disagree
8.How quick or adequate was the speed of service?
o fast
o normal
o slow
o need improvement
9.The waiting time was; [The response time of the staf]
o above what I expected
o a little longer than I expected
o much longer than I expected
10.When do you usually come to our restaurant?
o lunch
o dinner
o brunch
o breakfast
11.Would you remember our restaurant to your friend?
o definitely
o probably
o probably not
o definitely not
12.when you visit the restaurant, what is the first thing you look for?
o service
o hygienic
o variety of foods
o price
13.How important is the service factor is for you?
o important
o somewhat important
o not important
o most important
14.How much money do you spend on an average in a month dining out?
o 100- 200 Rs

o 150 - 250 Rs

o 250 - 350 Rs

o 350 - 400 Rs

o 400 - 450 Rs

o 450 - 500 Rs

o Above 500 Rs

15.how would you rate the range of options on our menu?

o too few options
o just right
o too many options
16.How do you rate the over all service provided by the sree annapoorna restaurants in the below
scale 1-4
o 1-excellent
o 2-very good
o 3-good
o need improvement service’s in overall
17. How you knew about sree Annapoorna sree Gowrishankar ?
o Friends
o Family
o Internet
o Website of restaurant
18.Will you visit sree Annapoorna sree Gowrishankar hotel next time again?
o yes
o not sure
o no
19.will you recommended others to visit sree Annapoorna sree Gowrishankar restaurant?
o yes
` o not sure
O no
If not, why not? ___________
20.please , rate your level of satisfaction in terms of Foods price and location?
o Dissatisfied
o very Dissatisfied
o Average
o Satisfied
o very Satisfied
21. What are your suggestions for the further improvement of restaurant in future?

“Thank you for your Cooperation”

 REVIEW OF LITERATURE

2.1 REVIEW OF LITERATURE

1.SUDHA (DEC, 2019)

Hygienic hotel. food is also tasty. Ambience is good. cost is moderate. There is an AC hall too which
is useful in summer. The masala dosaa were superb and the hotel is very known hotel in Coimbatore
and also idly with sambar is an excellent combination in this hotel.

2.DHOLIDAYS (AUG,2019)
Hotel is pure vegetarian. Very good food hygienic here sambar is very famous one of the best hotel in
the city. Service is very good.

3.VELCHAMYS (AUG 2019)

In 1980 I used to come from state bank road to annapoorna to taste the coffee. the smell the taste and
colour , never forget in life. The taste of idly sambar still in my thoughts. Now its still remembered.

4.JOASUA K (AUG 2019)

Neat and nice restaurant to visit with family. Very taste food and hygienic service is also quick and
prompt.

5.CHANDRA (JAN 2019)

Hotel peoples park of sree annapoorna group is located on the ever busy arts college road in
Coimbatore city. During the peak lunch hour, to find a place for parking is quite difficult. Due to its
popularity, this pure vegetarian hotel always attracts a lot.

6.PRACHI-SAAHIL (MAY 2019)

This place is now almost 50 years old and the food is excellent. their taste has never changed in its 50
years journey. They have many branches and the food is good every where. Must try if you are
visiting Coimbatore.
7.ANANTH (MAY 2019)
This is the place where they got their very best name from the peoples of Coimbatore ..(in my point of
view) located in the main centre of Coimbatore.. that is 01. Near the govt arts college 02. Near the kg
theatre complex03.near the…

8.BHARATHKUMAR (FEB 2019)

Great south Indian food.. must try their ghee masala dosa. Curd vada and curd semiya.. north Indian
dishes are also good..

9.DINESH (MAR 2019)

Visiting this restaurant frequently just to have sambar idly or sambar vada with authentic annapoorna
coffee, simply awesome.

10.RAMKUMAR (MAR 2019)

Annapoorna is very famous for their sambar. their tiffin items like idly,vada,Pongal,poori are very
tasty. They also serve traditional items like kuzhi paniaram, kozhukatai ect. In the evening. their
restaurant are very clean and hygienic.

11.SHYAM SUNDAR (DEC 2019)

Decent eating experience. The south Indian specialities were all good. North Indian verities can be a
bit better.. this hotel is very famous in their sambar.

12.SANTHOSH KM (APR 2019)

Annapoorna does not need a review. It’s the best vegetarian restaurant chains in the Coimbatore city. i
love the coffee..

13.SHOVIK CHETTERJEE (JUNE 2019)

I feel the place is over hyped. Read a lot of excellent reviews about this place, but found it to be just
average. waiters can only speak the local language, so the outsiders will definitely face an issue..
14.SATHEESH A (MAR 2019)
Very neat but more costly for the food items. The hotel is not a middle class people.

15.RIYAZ RAUTHER (OCT 2019)

I had meals here… tastes good and I brought sweets also is bit high but they say its made up of ghee
to be honest they don’t put too much sweet in sweets so you won’t feel heavy after eating it.

16.NARAYANAN KRISHNA (NOV 2019)

Being amongst the older restaurants in Coimbatore, it surely lives up to the hype. Excellent south
Indian dishes, and the luncheon meals are exquisite. The sweet of the day, well that’s an icing on the
cake. Over all, great service too, and definitely worth a visit once in a while!

17.JERRY OBETH (OCT 2019)

Excellent food and services. The management needs to decide of they want it to be a restaurant or
party hall. You will loose regular Sunday morning customers if you continue to rent out for wedding
get togethers. Other wise this is a five star place to have foods.

18.JANET SHENOY (DEC 2019)

Nice food. Plan dosa was light and crispy the way I like it. Coffee was very good too.

19.ANINDA ROY (JAN 2020)

I went the old building and dosa was good. The other dishes were not to my liking. Biriyani was bad
and gobi Manchurian was bad.

20.MATHEW K CHERIAN (JAN 2020)

Best vegetarian restaurant I have ever seen. Staffs are very kind. Food is amazing. Enjoyed. A very
famous group of restaurants in Coimbatore. Well known for the taste of items served.