“A STUDY ON HOTEL SERVICES (CUSTOMER SATISFACTION)”

Field Study Report submitted in partial fulfilment of the requirement for

the

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

OF

BENGALURU CITY UNIVERSITY (BCU)

Submitted by,

Mr. Rakesh Sarkar

(Reg.No.B1926220)

Under the guidance of

Dr. DEEPIKA SHARMA

Assistant Professor

DEPARTMENT OF MANAGEMENT

ACHARYA INSTITUTE OF GRADUATE STUDIES

SOLDEVANAHALLI, BANGALORE-560090

2021-22

1
 DECLARATION

I Mr. RAKESH SARKAR hereby declare that this field study report
entitled with “A STUDY ON HOTEL SERVICES (CUSTOMER
SATISFACTION)” is a bonafied record originally done by me under
the guidance of Dr. DEEPIKA SHARMA Being submitted to
Bengaluru City University, in fulfillment of the requirement of
Bachelor of Business Administration during the Year 2021-2022.

I declare further that this field study report is my original work and

has not been submitted to any other University, Institute for the award

of any Degree, Diploma or any other similar titles

Place: Bangalore RAKESH

SARKAR

Date: / / (B1926220)

2
 ACKNOWLEDGEMENT

My sincere thanks to Prof. GURUNATH RAO VAIDYA, Principal,

Acharya Institute of graduate studies, for his immense help and
guidance which was inspiring, cheering factors for successful
completion of this Field study.

I would like to thank Dr. SUDHA .M, Head, Department of

Management, Acharya Institute of Graduate Studies, for giving her
valuable suggestion for successful completion of this Field study.

I thank my field study guide Dr. DEEPIKA SHARMA, Faculty,

Department of Management, Acharya Institute of Graduate Studies,
for his guidance and valuable input and advice during my field study.

Last but not the least; I want to thanks my parents and all my friends
for their moral support and helping me to overcome the hurdles that I
faced during the entire course of the study.

3
 CONTENTS
SL.NO. TITLE PAGE NO.

1 Introduction, Statement of the 5 -7

Problem, Objectives of the Study
2 Research Methodology, Research 8-10
Gap, Research Design, Scope and
Limitation
3 Analysis and Final Outcome, 11-27
Suggestions
4 Future Scope of the Study, 28-33
References, Bibliography, Annexure

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 “A STUDY ON INDIAN HOTEL SERVICES
(CUSTOMER SATISFACTION)”
CHAPTER 1
INTRODUCTION
Customer satisfaction is a growing concern within the hotel industry and a number of studies
have been carried out in the same context by different researchers. Customer satisfaction has
become an significant performance indicator for the hospitality industry/business, as it
indicates the strength of relationship between the customer and the service provider. With
the change in the lifestyles of the Customers, a significant shift has been observed in the
demands and expectations of the customers. From a number of years the hospitality industry
has shown a significant growth in its growth and diversification. As hospitality industry is a
service industry a direct interaction between the customer and service provider is very
prominent. The rationale of marketing is to know and understand the customer so well that
the product or service fits him and sells itself. For successful operation of the firm a customer
takes the centre stage in the management policy. It is on this background that the effective
approach to customer retention is to ensure high level of customer satisfaction which is
expected to yield customer loyalty . In hotel industry the personalised services for the
customers focus on Atleast three key elements: increased personalization, further applications
of technology and increased awareness of changing demographics. Customers in the
hospitality industry will no longer stand for being treated as one demographic category and
they will not tolerate a ‘one-size-fits all’ mentality. Thus the service organisations need to
customise their services as per the needs and requirement of the customers in order to have a
competitive advantage in the market. The customers being aware of the market trends will
look for individually designed products, services and communication and only successful
hotels will manage to communicate with each customer as an individual with special needs
and expectations. Hospitality industry consists of all those business operators that provide for
their customers any combination of the three (3) core services of food, drink and
accommodation. As many modern economies are dominated by services, building and
maintaining close relationships with customers can evolve into rich and fulfilling
partnerships. Customer satisfaction revolves around giving the customers what they expect, it
is essentially about exceeding the customers’ expectations so that they become and remain
loyal towards the company brand. Customer satisfaction as a term used in measuring how
products and services supplied by a company meet or surpass customer’s expectations.
Customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.

5
 The Indian hospitality industry has emerged as one of the key industries driving the growth
of the services sector and, thereby, the Indian economy. The Indian Hotel Survey aims to
provide the most comprehensive guide to All-India performance trends for this industry.
Results of the Survey will empower industry stakeholders such as owners, investors,
operators, business analysts and researchers with information on the operational aspects of
the industry. It will also help owners benchmark the performance of their operations against
industry standards and seek professional help if corrective measures are required.

Significance of the study

(i) The study will help to build on the researcher’s knowledge and understanding of the
study variables. It will also help the researcher to gain more skills of conducting
research and this will be important to the researcher while in office or pursuing
further studies. It will also help the researcher to appreciate the concept of customer
care services.
(ii) The study findings will help to identify and highlight the weaknesses in customer
care of hotel and how customer care influences customer satisfaction and how to
design an appropriate customer care service programme. This will help hotel to
recover its customers after implementing the necessary customer care services and it
will be able to compete fully with other hotels both local and international.
(iii) The study findings will help to build on the body of the existing literature and
knowledge. This will help to provide reference for future researchers and they will be
able to carry out research with ease since this study will provide secondary data to the
researchers.
(iv) The study is also expected to add knowledge on the existing knowledge about
customer care services to the public. This will help the public recognize and
appreciate customer care services. The public especially customers of the hotels will
be able recognize certain customer care services they are supposed to receive from
service provide

Objectives
The main objectives of the present study can be figured out as follows:

 To study the applicability of dimension in selected hotels.

 To measure the perception of customers of selected Hotels in terms of service quality.

 To compare the perception of customers of selected Hotels in terms of service quality

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Statement of the problem
New research indicates an extended and variable return for one of the hardest-hit
industries.COVID-19 has affected every sector across the globe, and the hotel industry is
among the hardest hit. Our research suggests that recovery to pre-COVID-19 levels could
take until 2023—or later. Investors are providing similar views of hotel companies’
prospects, as seen in the underperformance of lodging real estate investment trusts (REITs).
Like so many industries, hospitality will also see both subtle and substantial shifts in the post-
pandemic era. Some are already apparent today. we will examine a set of recovery scenarios
for hotels, including differing return and recovery timelines for hotels ranging from luxury to
economy segment. On the consumer side, we will look at what guests say will make them
feel safe when travelling, including contactless check-ins and check-outs, and an added
emphasis on hygiene. And we will review the factors affecting the initial return of travel in
the domestic business and leisure segments.

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 CHAPTER TWO
RESEARCH METHODOLOGY
Introduction.
This chapter presents the detailed plan of how the study will be conducted. It presents the
study Design, study population, sampling techniques, data sources, data collection methods
and instruments, Data presentation and interpretation of findings.

1.Study design

The study was descriptive which was undertaken to ascertain and be able to describe the
characteristics of variables of interest in a situation, and analytical based on qualitative and
quantitative data both from primary and secondary sources. The study was based on the
views of respondents to make conclusions and recommendations

2. Study population

The target population was the customers of Hotels of India

3. Sampling methods

A representation number of respondents were selected among Hotel customers using

purposive sampling method and this method helped the researcher to get information by
selecting the population which conforms to certain characteristics that the researcher was
interested in.

4. Sample size

The study involved 57 respondents of which 36 were students and 21 respondents were
employees . Using non statistical method for example nature of the study, nature of
sampling, nature of respondents and other field condition.

5. Data source

Data was collected from two major sources that is primary and source. This source was
providing first hand data directly from Google form. This helped to back up data.

6. Data collection methods.

Survey method: The researcher created a Google form with the respondents to collect data.
This involved setting a list of questions in an organized way that guided the researcher in a
process of collecting data. Observation method: This involved use of all senses to perceive
and understand the experiences of interest to the researcher. This helped to see what people
actually do rather than what they say they do. Document review- This involved critical
examination of public or private recorded information related to the issue under investigation.

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7. Data instrument

This involved a list of questions in an organized way and were given to respondents to give
their views.

8.Data processing.

This included editing, tabulation. Editing: This was done to check the completed responses
with purposes of detecting and eliminating errors and identifying vital information that was
essential tabulation. Tabulation: This involved mainly the use of simple statistical techniques
like use of tables and percentages to test significance of the information from which meaning
interpretation was drawn.

9.Data Analysis.

This involved organization, interpretation and presentation of collected data. The researcher
used to analyze the data.

10.Data presentation

This involved presenting findings in a logical and sequential way so that conclusions can be
drawn from them. The data was presented according to research questions and research
objectives. Tables and figures were used to present data

-The data received from hotels participating in the Survey is sorted and filtered according to
the objectives of the Survey. The data is then processed and analysed to extract important
information pertaining to the performance of the Indian hospitality sector across crucial
parameters.

These parameters, such as guest segmentation, hotel finances, marketing, sources of

reservations, and seasonality

9
Research Design:
The sample size was 50 hotels. Sampling Method: The sampling method used here is random
sampling. Sampling Area: The sampling area was hotels based in India.

Research Gap
Many researchers or scholars have done various researches about hospitality industry. :
Academe is not providing information that the industry needs in a timely fashion or providing
information that they already know This gap concerns with the practical application of
academic research findings by hospitality industry. Most probable reasons for this gap is
COVID-19 guidelines

Limiting Condition
• In some cases, there are large fluctuations in the data and this noise in the data may be
attributed to the changing participation in the survey and may not be an accurate
representation of market performance.

Limitations And Scope

-- The scope of the present study is limited to the near hotels in India because of the
availability of the resources. For the purpose of studying the existing customers of hotels
under study are considered. Further the tenure of association of customers subject to present
study is quite stable. Personal interests of customers are not taken into consideration.
Implementation and practices of the organizations differ from institute to institute and thus
the result may vary. This is a pioneering study on this topic hence limited up to fundamental
domain.

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 CHAPTER 3
TABLE ANALYSIS,GRAPHS AND
INTERPRETATION
Table number 01
Table representing the percentage of gender:

GENDER PERCENTAGE

Male 62.5%

Female 37.5%

Prefer not to say NIL

Others NIL

TOTAL 100

ANALYSIS:
Table number 01 describes that 62.5% of respondents are male and 37.5% respondents are
female being 100% the total.

Graph number 01

Graph depicting the percentage of gender

INTERPRETATION:Graph number 01 depicts that majority respondents are Male and

minority are Female.

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Table number 02

Table representing the percentage of age group:

AGE GROUP PERCENTAGE

Between 15 to 20 31.6%

Between 20 to 25 61.2%

Between 25 to 30 5.7%

Above 30 1.9%

TOTAL 100

ANALYSIS:

Table number 02 describes that 31.6% of respondents are from the age group which is
between 15 to 20 , 61.2% of respondents are from the age group which is between 20 to 25,
5.7% of respondents are from the age group which is between 25 to 30 and 1.9% of
respondents are from the age group which is above 30.

INTERPRETATION:
Graph number 02 depicts that 61.2% of respondents are between age group of 20 to 25 are
giving major response.

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Table number 03
Table representing the percentage of maritial status:

Unmarried 97.9%

Married 2.1%

Total 100

ANALYSIS:
Table number 03 describes that 97.9% of respondents are unmarried, 2.1%of respondents are
married.

Graph number 03
Graph depicting the percentage of frequency of maritial status:

INTERPRETATION:
Graph number 03 describes that 97.9% of respondents are unmarried and they are major
respondent.

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Table number 04
Table representing the percentage of how satisfied were you with the services and amenities
available during your stay:

SATISFACTION PERCENTAGE

Not applicable 5.39%

Satisfactory 35.1%

Average 31.6%

Above average 10.5%

Excellent 17.5%

TOTAL 100

ANALYSIS:
Table number 04 describes that 5.39% of respondents agree that Not applicable, 35.1% of
respondents agree that satisfactory and 31.6% of respondents says average and 10.5% of
respondents Above average and last 17.5% respondents Excellent.

Graph number 04
Graph depicting the percentage of satisfaction:

INTERPRETATION:
Graph number 04 depicts that majority of them says they are satisfied with the the services
and amenities available during your stay.

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Table number 05
Table representing the percentage of how satisfied were you with the front desk staff :

SATISFACTION PERCENTAGE

Not applicable 10.5%

Satisfactory 28.1%

Average 33.3%

Above average 12.3%

Excellent 15.8%

TOTAL 100

ANALYSIS:
Table number 05 describes that 10.5% of respondents agree that Not applicable, 28.1% of
respondents agree that satisfactory and 33.3% of respondents says average and 12.3% of
respondents Above average and last 15.8% respondents Excellent.

Graph number 05
Graph depicting the percentage of satisfaction:

INTERPRETATION:
Graph number 05 depicts that majority of respondents says front desk staff just average.

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Table number 06
Table representing the percentage of how satisfied were you with the cleanliness of your
room:

SATISFACTION PERCENTAGE

Not applicable 8.8%

Satisfactory 28.1%

Average 22.8%

Above average 17.5%

Excellent 22.8%

TOTAL 100

ANALYSIS:
Table number 06 describes that 8.8% of respondents agree that Not applicable, 28.1% of
respondents agree that satisfactory and 22.8% of respondents says average and 17.5% of
respondents Above average and last 22.8% respondents Excellent.

Graph number 06
Graph depicting the percentage of cleanliness of the rooms:

INTERPRETATION:
Graph number 06 depicts that respondents agree that they are satisfied with the cleanliness of
your room.

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Table number 07
Table representing the percentage of satisfied with the quality of the complimentary
Breakfast selection:

SATISFACTION PERCENTAGE

Not applicable 16.1%

Satisfactory 25%

Average 23.2%

Above average 12.5%

Excellent 23.2%

TOTAL 100

ANALYSIS:
Table number 07 describe that 16.1% of respondents agree that Not applicable, 25% of
respondents agree that satisfactory and 23.2% of respondents says average and 12.5% of
respondents Above average and last 23.2% respondents Excellent.

Graph number 07

Graph depicting the percentage of satisfied customer with breakfast selection:

INTERPRETATION:
Graph number 07 depicts that major 25% respondents were satisfied with the breakfast
selection.

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Table number 08
Table representing the percentage of satisfied with the quality of the complimentary dining
facilities.
SATISFACTION PERCENTAGE

Not applicable 14.3%

Satisfactory 21%

Average 16.1%

Above average 19.6%

Excellent 28.6%

TOTAL 100

ANALYSIS:
Table number 07 describe that 14.3% of respondents agree that Not applicable, 21.4% of
respondents agree that satisfactory and 16.1% of respondents says average and 19.6% of
respondents Above average and last 28.6% respondents Excellent.

Graph number 08

Graph depicting the percentage of satisfied customer with dining facilities:

INTERPRETATION:
Graph number 08 depicts that 28.6% majority of them they got good dining facilities.

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Table number 09
Table representing the percentage of satisfied were you with the friendliness of the hotel
staff:
SATISFACTION PERCENTAGE

Not applicable 7.3%

Satisfactory 25.5%

Average 27.3%

Above average 18.2%

Excellent 21.8%

TOTAL 100

ANALYSIS:
Table number 09 describe that 7.3% of respondents agree that Not applicable, 25.5% of
respondents agree that satisfactory and 27.3 % of respondents says average and 18.2 % of
respondents Above average and last 21.8% respondents Excellent

Graph number 09

Graph depicting the percentage of you were satisfied with the friendliness of the hotel staff:

INTERPRETATION:
Graph number 09 depicts that majority of the respondent says the friendliness of the hotel
staff was average.

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Table number 10
Table representing the percentage of satisfied you were with the check-in process

SATISFACTION PERCENTAGE

Not applicable 9.1%

Satisfactory 34.5%

Average 23.6%

Above average 12.7%

Excellent 20%

TOTAL 100

ANALYSIS:
Table number 10 describe that 9.1% of respondents agree that Not applicable, 34.5% of
respondents agree that satisfactory and 23.6 % of respondents says average and 12 .7% of
respondents Above average and last 20% respondents Excellent.

Graph number 10

Graph depicting the percentage of satisfied you were with the check-in process:

INTERPRETATION:
Graph number 10 depicts that 34.5% respondents says that they are satisfied with check-in
process.

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Table number 11
Table representing the percentage of satisfied you were with the housekeeping staff:
SATISFACTION PERCENTAGE

Not applicable 16.4%

Satisfactory 20%

Average 16.4%

Above average 14.5%

Excellent 32.7%

TOTAL 100

ANALYSIS:
Table number 11 describe that 16.4% of respondents agree that Not applicable, 20% of
respondents agree that satisfactory and 16.4 % of respondents says average and 14.7% of
respondents Above average and last 32.7% respondents Excellent.

Graph number 11

Graph depicting the percentage of satisfied you were with the housekeeping staff:

INTERPRETATION:
Graph number 11 depicts that 32.7% says they got excellent housekeeping staff.

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Table number 12
Table representing the percentage of satisfied you with the public areas of the hotel:
SATISFACTION PERCENTAGE

Not applicable 10.7%

Satisfactory 26.8%

Average 19.6%

Above average 12.5%

Excellent 30.4%

TOTAL 100

ANALYSIS:
Table number 12 describe that 10.7 % of respondents agree that Not applicable, 26.8 % of
respondents agree that satisfactory and 19.6% of respondents says average and 12.5% of
respondents Above average and last 30.4 % respondents Excellent.

Graph number 12

Graph depicting the percentage of satisfied you were with the public areas of the hotel :

INTERPRETATION:
Graph number 12 depicts that 30.4% they got excellent public areas of the hotel.

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Table number 13
Table representing the percentage of satisfied you were with the hotel:
SATISFACTION PERCENTAGE

Not applicable 5.5%

Satisfactory 23.6%

Average 14.5%

Above average 30.9%

Excellent 25.5%

TOTAL 100

ANALYSIS:
Table number 13 describe that 5.5% of respondents agree that Not applicable,23.6% of
respondents agree that satisfactory and 14.5% of respondents says average and 30.9% of
respondents Above average and last 25.5 % respondents Excellent .

Graph number 13

Graph depicting the percentage of satisfied you were with the hotel:

INTERPRETATION:
Graph number 13 depicts that majority of the respondents says that the overall satisfaction
with the hotel is above average.

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Table number 14
Table representing the percentage of satisfied with Hotel amenities (pool, spa, exercise
room) were clean, attractive and properly equipped:
SATISFACTION PERCENTAGE

Strongly disagree 18.2%

Disagree 9.1%

Neutral 38.2%

Agree 27.3%

Strongly agree 18.2%

TOTAL 100

ANALYSIS:
Table number 14 describe that 18.2% of respondents agree that Strongly disagree ,9.1% of
respondents agree that Disagree and 38.2% of respondents says Neutral and 27.3% of
respondents Agree and last 18.2 % respondents Strongly agree .

Graph number 14

Graph depicting the percentage of satisfied with Hotel amenities (pool, spa, exercise room)
were clean, attractive and properly equipped

INTERPRETATION:
Graph number 14 depicts that 38.2% respondents says that hotel amenities (pool, spa,
exercise room) were clean, attractive and properly equipped is just neutral.

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Table number 15
Table representing the percentage of Security was available if needed:

SATISFACTION PERCENTAGE

YES 63.6%

NO 23.6%

MAYBE 12.7%

TOTAL 100
ANALYSIS:
Table number 15 describe that 63.6% of respondents says YES ,23.6% of respondents NO
and 12.7% of respondents says MAYBE.

Graph number 15

Graph depicting the percentage of satisfied with Security was available if needed

INTERPRETATION:
Graph number 15 depicts that that 63.6% of respondents says YES they are satisfied with
security availability.

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Table number 16
Table representing the percentage of satisfied with Service was timely and efficient:

SATISFACTION PERCENTAGE

Strongly disagree 1.8%

Disagree 7.3%

Neutral 30.9%

Agree 40%

Strongly agree 20%

TOTAL 100

ANALYSIS:
Table number 16 describe that 1.8% of respondents agree that Strongly disagree ,7.3% of
respondents agree that Disagree and 30.9% of respondents says Neutral and 40% of
respondents Agree and last 20 % respondents Strongly agree .

Graph number 16

Graph depicting the percentage of satisfied with Service was timely and efficient:

INTERPRETATION:
Graph number 16 depicts that 40% majority of respondents are agree with services was
timely and efficient.

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Table number 17
Table representing the percentage of received a complete and accurate bill:

SATISFACTION PERCENTAGE

YES 87.3%

NO 12.7%

TOTAL 100

ANALYSIS:
Table number 17 describe that 87.3% of respondents says YES, 12.7% of respondents NO.

Graph number 17

Graph depicting the percentage of of received a complete and accurate bill:

INTERPRETATION:
Graph number 17 depicts that 87.3% of respondents says YES , They are satisfied with the
bills.

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 CHAPTER 4

FUTURE SCOPE OF THE STUDY:

This study opens up new grounds for further research. Further studies can address the
following issues to have more insights on the subject.

It would be very interesting to conduct further survey on the facilities available at hotel
industry. Further study can be on the problems relating to the services and quality services

The study considers only the hotels of Indian cities. Therefore, in future researches may be
conducted on a larger scale in a metro city by considering a greater sample size to
authenticate the differences between the customer expectation and perception about the hotel
industry. In future, more variables, attributes and dimensions may be included and related
with service quality to validate the importance of service quality in the hotel industry.

REFERENCES:
[1] Badri, M. A. Abdulla, M. AL-Madani (2005) A. Information technology center service
quality. International Journal of Quality & Reliability Management, vol. 22 n. 8, pp. 819-848

[2] Carman J.M. (1990) Consumer Perceptions of Service Quality: An Assessment of the
SERVQUAL Dimensions, Journal of Retailing, 66, (spring), pp.33-55.

[3] C. N. Krishna Naik (2010) SERVQUAL model concerning with the service at retail unit
in Andhra Pradesh, European Journal of Social Service, vol.16, pp.231-243.

[4] Cavana, R.Y.Corbett (2007) Developing zones of tolerance for managing passenger rail
service quality, International Journal of Quality & Reliability Management, 24(1), pp.7-31.

[5] Chi Cui, C. Lewis, B.R. Park (2003) Service quality measurement in the banking sector
in South Korea, International Journal of Bank Marketing, 21 (4), pp.191- 201.

[6] Kotler (2003) Marketing Management, Pearson Education, Inc. Eleventh edition.

[7] K. Ravichandran, B. Tamil mani, S. Arun Kumar (2010) implication of SERVQUAL for
measuring the service quality of Private Bank in retail Banking,” IOSR Journal of Business
Management”, vol.5.pp.117-124.

[8] M. Sheela (2007) “Economics of Hotel Management”, New Age International Publisher

28
. [9] Parasuraman, A. Zeithaml and Berry, (1985) "A Conceptual Model of Service Quality
and its Implications for Future Research", Journal of Marketing, Vol. 49, No. 4, pp. 41-50.

BIBLIOGRAPHY
WEBSITES
https://www.hospitalitynet.org/hottopic/coronavirus

https://www.timesofindia.in

https://www.hospitalityandtourism.com

https://www.quora.com/What-is-the-scope-of-hospitality-services-in-india

https://www.torontosom.ca/blog/scope-and-future-of-hospitality-management

29
 ANNEXURE
QUESTIONNAIRE:
A STUDY ON HOTEL SERVICES AND CUSTOMER SATISFACTION IN INDIA

I conducted a research on a study on hotel sevices and its impacts on customers. The survey
will be confidential and will be used only for academic purpose. So, I kindly request you to
fill in the questionnaire.

1. What is your name?

2. What is your age?

3. Gender

o Male

o Female

o Prefer not to say

4. Marital status
o Married
o Unmarried

5 . Occupation

6. Contact details

7.Based on your most recent visit how satisfied were you with the services and amenities
available during your stay?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

30
8.Based on your most recent visit how satisfied were you with the front desk staff?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent
9.Based on your most recent visit how satisfied were you with the cleanliness of your room?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

10.Based on your most recent visit how satisfied were you with the quality of the
complimentary Breakfast selection?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

11.Based on your most recent visit how satisfied were you with the service you received in
the Dining facilities?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

31
12.Based on your most recent visit how satisfied were you with the friendliness of the hotel
staff?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

13.Based on your most recent visit how satisfied were you with the check-in process?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

14.Based on your most recent visit how satisfied were you with the housekeeping staff?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

15.Based on your most recent visit how satisfied were you with the public areas of the
hotel?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

16.Overall how satisfied were you with the hotel?

o Not applicable
o Satisfactory
o Average
o Above average
o Excellent

32
17.Hotel amenities (pool, spa, exercise room) were clean, attractive and properly equipped?

o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly agree
18.Is Security was available if needed?

o Yes
o No

19.Service was timely and efficient?

o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly agree
20.Do you received a complete and accurate bill

o Yes
o No
21..Additional comments

33
“THANK YOU”

34