Mohit Final Project

:: DECLARATION ::
I undersigned Mr. MOHIT DESAI student of MBA 2nd Sem, hereby declare that the report for SUMMER INTERNSHIP PROJECT entitled CUSTOMER SATISFACTION at Reeyo Motel The Village from 6th June to 20th July, 2012. This is my own work and has been carried out under the guidance of Prof. Mr. Abhay Raja of MBA Dept., ATMIYA INSTITUTE OF SCIENCE & TECHNOLOGY, RAKOT, GUJARAT.
This has not been submitted to any other university for securing in any examination.
Signature
(Mohit K. Desai)
Place: Rajkot Date:
AITS, Department of Management
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:: PREFACE ::
When we are standing on the threshold of 21st century professionalization is getting quickly trying to cope up with this pace, educational institute rendering professional courses are growing out like mushrooms.
MBA, a full time professional degree course of 2 years is very popular among such courses. It is interesting to note that MBA includes practical training as a part of its courses. In todays era such training is must to bridge the gap between theoretical knowledge and experience. It is link between classrooms and the outside business world for an MBA student.
Practical training is a tool to develop conceptual and analytical ability within the student. According to MBA peripherals, while training student must visit industry as a part of a practical study.
After the completion of the first year, an MBA student have to undertake practical training for 45 days in an industry. In accordance, I have also visited one of the leading resorts of Rajkot Reeyo Motel The Village Resort Pvt. Ltd. It is indulged in the hospitality services.
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:: ACKNOWLEDGEMENT ::
I am indebted to the all powerful ALMIGHTY GOD for all the blessings he showered on me and for being with me throughout the study. I would like to express my sincere thanks to all the employees Of Motel The Village, for their help and co-operation. I am deeply obliged to Shree HITESHBHAI POPAT who provided me an opportunity and an exemplary guidance as well as support without whom this project would not have been completed successfully.
I would be thankful to our Dean Dr. VIKAS ARORA who has provided me an opportunity to undertake the project and for his cordial support.
I would like to place on record my sincere gratitude and appreciation to my project guide Prof. ABHAY RAJA and all the faculty members for their support.
I am heartily thankful to Prof. NISHANT VACHHANI for his constant encouragement and assistance in preparing project report.
I also take this opportunity to express my deed gratitude to my loving parents and friends who are a constant source of motivation and for their never ending support and encouragement during this project.
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:: EXECUTIVE SUMMARY ::
This report aims to highlight at all the major findings of the survey done on CUSTOMER SATISFACTION OF MTV, RAJKOT. So, that any person interested can get the whole idea of the topic with reference to the company. All attempts have been made to make the report simple, precise and flexible. It covers up all the major activities and analysis done in the survey. The report begins with a briefing of the History & Development of MTV.
The project deals with various factors related to the satisfaction and dissatisfaction of the customers in Motel The Village. As the MTV is one of the fastest growing and providing the best hospitality services, customers are demanding new innovations and thus to maintain the satisfaction level of customers has become a key area for MTV. Thus through report I have tried to discover the factors that are most significant in deriving the satisfaction level of the customers.
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1. Name of Unit
Reeyo Motel The Village Resort Pvt. Ltd.
2. Establishment year 3. Total no of employees 4. Accounting Year 5. Working Hours 6. Name of Promoter
: : : : :
1990 125 April to March 10.00 A.M. to 12.00 A.M. Shri Mansukhbhai P Popat, (aka : Kakubhai)
7. Address of Unit
Motel The Village, Nr. Cosmoplex , Kalawad Road, Rajkot
8. Website 9. Phone no.
: :
www.motelthevillage.co.in (0281)2783333
10. Logo
11. Competitors
: Chowki Dhani, Khirsara Palace.
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:: HISTORY & DEVELOPEMENT ::
Shree Kakubhai Reeyo Motel The Village Resort Pvt. Ltd. A commerce graduate from Jamnagar (Gujarat), Shri Mansukhbhai P. Popat, (aka : Kakubhai) was been a visionary since his young age. Not contented with a small time Kama hotel in jamnagar , In 1990, he sat his eyes on a barren land in Rajkot at Kalawad road and his dream project Motel The Village now famous as REEYO MOTEL THE VILLAGE RESORT Pvt. Ltd. Rajkot began. He believes in philosophy of Be innovative and Do it now. Delay is dangerous, these are the words that you would have always heard from Shree Kakubhai. His positive attitude towards work and staff makes every one around him feel special. Even at the age of 76 his enthusiasm and energy for work was more then any youngster.
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Shree Kakubhai lived an extraordinary life, one that inspired todays young generation. He had a great perspective and very practical approach towards life. He was a real Karmayogi, he imbibed ATITHI DEVO BHAVAH as his mur mantra. His absence will be felt in MTV and our lives but his memories will be always engraved in our hearts. A grand salute to this generous and delightful person SHREE KAKUBHAI.
Shree Hiteshbhai M Popat MD Chairman Reeyo motel the village resort pvt. Ltd.
Shree Hiteshbhai, having a C.A, background is a dynamic person and a perfectionalist. He plays a vital role in converting all small dreams and ideas into real time achievement for the Motel The Village.
His unique sense about nature, ethnicity of village and his love for KATHIAWAD heritage helps Motel The Village to remains a true hall mark of KATHIAWAD. His avocation for food has converted many dishes like Sunehri Bhindi, Korean Classic Khimchi Gobi, Assorted Kebab, Bharwa Makai Tomato etc... into must have signature delicacies of MTV...
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:: Resort Profile ::
Name of the Unit
REEYO MOTEL THE VILLAGE RESORT Pvt. Ltd. Large Scale Nr. Cosmoplex Theatre,
Size of the Unit
Location
Opp. VVP College, Kalawad Road, Rajkot-Gujarat
Phones
+91 9913897118 +91 9427564094 +91-281-2783388 Proprietorship firm & Blood Donation Award- LIFE Olympics AwardNavshakti Vidhyalay 1. Development Credit Bank 2. Kotak Mahindra Bank
Fax Form of Organisation Awards Achievement
Bankers
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:: LOCATION & LOCATION CHART ::

Selection of location is very important factor for any business unit, because once it would select, it will not to be change easily. The business in suitable area or a production in Industrial Estate is very useful tool for producers or industry to increase profitability or decrease cost of production.
One of the expert in this field remarks, The location of plant should be field in such a manner that people interested in this success, can sell goods most profitability and manufacture with least expenditure.
:: LOCATION CHART ::
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:: ENTRANCE GATE :: :: MOTEL THE VILLAGE ::
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INTRODUCTION TO CUSTOMER SATISFACTION
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:: INTRODUCTION ::
Recent interpretations in the consumer domain now couch satisfaction as a fulfilment response. Fulfilment implies that a consumption goal is known, as in basic motives of hunger, thirst, and safety. However, observers of human behaviour understand that these and other goals can be and frequently are modified and updated in various ways. Thus, consumer researchers have moved away from the literal meaning of satisfaction and now pursue this concept as the Consumer experiences and describe it.
In Oliver (1997), the following definition has been proposed as being consistent with the conceptual and empirical evidence to date: Satisfaction is the consumers fulfilment response. It is a judgment that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level of consumption-related fulfilment, including levels of under- or over-fulfilment.
Here, pleasurable implies that fulfilment gives pleasure or reduces pain, as when a problem in life is solved. Thus, individuals can be satisfied just to get back to normalcy, as in the removal of an aversive state (e.g., pain relief). Moreover, fulfilment is not necessarily limited to the case of met needs. Overfulfilment can be satisfying if it provides additional unexpected pleasure; and under-fulfilment can be satisfying if it gives greater pleasure than one anticipates in a given situation. Note that it has not been necessary to provide a separate discussion of dissatisfaction.
If the word displeasure is substituted for pleasure in the satisfaction definition, dissatisfaction results. Thus, the displeasure of under-fulfilment typically is dissatisfying and, interestingly, over-fulfilment may be dissatisfying if it is unpleasant the case of too much of a good thing.
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Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighbourhoods.
It was the consensus of the groups that lack of information often leads to low expectations. They further agreed that the process of obtaining a service and the way it is delivered can have a major impact on the users experience. The qualities of relationships and staff were central to positive outcomes.
Because customer satisfaction is a highly variable assessment that every individual makes based on his/her own information, expectations, direct contact and interaction, and impact, it makes sense to involve and consult consumers when designing customer satisfaction approaches.
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:: Hospitality Service Quality ::

Research identifies many characteristics that are associated with service quality. Business researchers Benjamin Schneider and David Bowen assert that service organizations must meet three key customer needs to deliver service excellence: security, esteem, and justice. Research identifies an array of service quality factors that are important for customers, including:
Timeliness and convenience Personal attention, Reliability and Dependability, Employee competence and professionalism, Empathy, Responsiveness, Assurance, Availability, and Tangibles such as physical facilities and equipment and the appearance of the personnel.
Research shows that these characteristics also apply to citizen satisfaction with public service quality. Timely service is an especially strong determinant of quality across different types of public services. Fairness and outcomes are additional factors important to public service customers.
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:: Production Department ::
Contents of Production Department
1. Introduction 2. What is Service? 3. Cottage Services 4. Banquet Services 5. Restaurant Services 6. Varieties of Cuisine 7. Signature Delicacies of MTV 8. Facility 9. Quality control
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1. INTRODUCTION
A product is all things offered to a market. Those things include physical objects, design, brand, package, label, price, service and satisfaction not only from physical product and services offered but also from ideas, personality and organization. In short, a product is the sum total of physical, economic, social and psychological benefits.
Profitability & Productivity are the barometers of efficiency of any unit. It is necessary that production process runs actively. Production actually means that it transforms raw material into finished goods. Production covers all the activities procurement and utilization such as labour, energy material, equipments & machinery
According to PHILIP KOTLER A Product is a bundle of physical service and symbol particular expected to yield satisfaction of benefits of buyers.
According to KAKUBHAI , The customers visits MTV only because it serves a customer by satisfying his needs and desires and therefore he pays for it..
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2. What is Service ??
Here, in MTV customers are considered as GOD as their mur mantra is only ATITHI DEVO BHAVAH. So MTV serves their customers as God and give their best efforts to fulfil the requirement and needs of the customer in any situation.
Motel the Village serves their customers to the best from their welcome to the motel in traditional way with welcome drinks till they exit the motel with the delight in their hearts.
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3. COTTAGE SERVICES
The core hospitality of the motel is in Banquet & Cottage service. Here MOTEL THE VILLAGE provided different Banquet & Cottage facilities accordingly.
Cottages available are providing all the facilities which an individual have never thought off. A/C Super Deluxe cottage fully facilitate their customers with personal swimming pool, rain shower, dinning room, refrigerator, air
conditioner etc. 24 hour room services, Laundry services, majorly all credit cards are accepted. Over 43 cottages having color T.V. with satellite transmission and direct dial STD/ISD facility.
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4.BANQUET SERVICES
The renowned elegance and style of MOTEL THE VILLAGE is sure to lend prestige and panache to our event. MOTEL THE VILLAGE offers a selection of distinctive facilities for meetings in Rajkot for every occasion. Whether for a conference, business seminar or for entertaining business associates also.
MOTEL THE VILLAGE's private meeting rooms provide the perfect setting, ensuring every occasion is memorable, with fine service, superb cuisine, and meticulous attention to detail.
Our professional & experienced staff shall be always available to assist you to the last moment in helping you ensuring success in any conference and meetings.
For The Birthday party or for the Marriage or any other ceremony there are Two huge centrally a/c banquet halls, and a banquet hall with a rolling stage and fountain around it which could facilitate 700 people which would be a dream ceremony .
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A collection of beautiful decoration material. MTV even provides theme based
ceremony which would be a perfect selection to engrave the ceremony into peoples heart.
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5. Restaurant Services
In any resort restaurant play a vital role. The restaurant is not only a restaurant but a KASUMBO of Motel the village. KASUMBO is the Heart of the MTV. In MTV there are restaurants which are categorised with four different traditional names.
1. Kath-Putli Restaurant 2. Vasali Restaurant 3. Madhuli Restaurant 4. Handi Restaurant
Motel the village has a variety of cuisine into their KASUMBO. There are even varieties of signature delicacies which are evergreen in taste and quality and identity of motel.
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6. Varieties of Cuisine
Motel the village provides varieties of cuisine in their KASUMBO. There are various delicacies in MTV which are not even available in any other restaurant of Gujarat. As motel believes in innovations, so they invent their own delicacies.
The varieties of cuisine available at MTV are as follows :
Punjabi Kathiyawadi Chinese Continental Thai delicacies Mexican delicacies Pantry Signature delicacies
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7. Signature Delicacies of MTV
:: Triple Sundae ::
:: Nachos ::
:: Green Sea Cooler ::
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:: Assorted Kebab ::
:: Paneer Saate (Thai) ::
:: Dryfruit Rabdi ::
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:: Golden Finger ::
:: Kathiyawadi Thali ::
:: Spring Roll ::
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8. FACILITIES AVAILABLE
LCD multimedia projector Delight ceiling hung projection screen Background music system DJ system Collar mic & Cordless mic Dias & Lectern Television & Telephone Overhead projector Slide projector Laser pointer White board Conference kits (pad, pencil, pen)
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9. QUALITY CONTROL
Motel The Village is maintaining the quality by taking the reviews from each and every customers visited there. With the help of which they will easily come to know, where the improvement is indeed. They give their best efforts for the same.
In the kitchen of MTV even the cooks are wearing head mask on their heads so that quality can be maintained. The plates are even washed very clearly and thus the overall quality control exists.
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:: Marketing Department ::
Contents of Marketing Department
1. Introduction 2. Marketing Mix 3. Product 4. Price 5. Promotion 6. Advertising 7. Sales promotion 8. Competitors 9. Market research 10. Customer relationship management
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1. INTRODUCTION
In this global economy, marketing management occupies a significant place whether it is a new firm or it is an established unit. In this combative world every concern organization objective, an efficient and effective organization of marketing department is a prime condition.
Product Oriented View : Marketing consists of those efforts which affect transfers in the ownership of goods and services from producer to consumer to consumer or user
Customer Oriented View : Marketing is a total system of interacting business activities designed to plan, price, promote and distribute want satisfying products and services to present and potential customer
Marketing is the process of planning and executive the conception, pricing promotion and distribution of good ideas to create exchanging with target groups that satisfy customer and organization objective. - Philip Kotler
The concept of market is very much important in marketing. The American Marketing Association defines A market as the aggregate demand of the potential buyer for products and services.
It is said that without efficient marketing of the goods, even though we will create best product, but we cannot sell it.
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2. MARKETING MIX
Marketing mix is the set of marketing tools that the firm uses to pursue its marketing objective in the target market Philip Kotler
The basis of marketing operation is the co-ordination of four key variables namely,
Product Price Place Promotion
PRODUCT 4 Ps of MARKETING
PRICE
PROMOTION
PLACE
MOTEL THE VILLAGE is doing marketing on above four factors.
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3. PRODUCT
Product stands for the goods and services offered by company to the target market to satisfy need and wants.
Stands for the goods and services offered by a services offered by a company to the target market, to satisfy need and wants
Product is the list of all product offered for sale by a company. It is defined as From thing or services from which we get revenue its call a Product.
The product of a company has two characteristics:
(1) Depth (2) Width
Depth depends on the number of productions items with in each product line.
Width depends on the number of products group of products line with in the company.
MOTEL THE VILLAGE has product Restaurant facilities, Birthday Party, Wedding Arrangements, Cottage Facilities, Business Parties, Conferences and Seminars.
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4. PRICING POLICY
Price refer to money value that consumer have to pay buy the product or services.
Price is an important element in marketing mix. Arrival at the right selling price is essential in a sound marketing mix. Pricing policy provides guidelines to the marketing manager to evaluate appropriate pricing decisions.
Pricing decision has strategic importance in any enterprise. It means decision of determining price of a product. Price can be defined as the exchange value of the goods or services in the terms of money. The price of products should be determined in such a matter so as to offer a reasonable amount of profit to the manufacturer, a reasonable remuneration to middle man and the maximum satisfaction to the consumers.
Price is an important element in the marketing mix. The policy is only factor that generate revenue other factor are expense. Price is only revenue element. So profits depend upon the price.
Price Policy could be decided on below factors.
Cost of raw material Wages paid Electricity expenses Promotional expenses Estimation cost Other cost
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5. PROMOTION
Promotion refers to activities of personal selling, advertising and
communicating product benefit and attributes to target consumer to pressure them to purchase.
The marketing mix activates or product and distribution are performed mainly with in business or between a business and the member of its distribution channels. However, though its promotional activities, a firm communicates directly with potential customers and as well as we see, it is not a simple process.
Promotion consists of those activities that are designed to bring a company goods and services to the favourable attention of customer.
There are four forms of promotion are as follows. Personal selling Advertising Sales promotion Public relation
MOTEL THE VILLAGE makes promotion activities. So they can increase the volume of sales and earning maximum profit.
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6. ADVERTISING
Advertising is non-personal form of communication conducted through paid media under clear sponsorship.
Advertisement can define as Mass, paid communication presentation and promotion of goods, services or ideas by an identified sponsor, it is paid communication, because the advertising has to pay for the space or time in which his advertising.
Advertising is nothing but a paid from of non-personnel presentation or promotion of ideas, goods or services by an identified sponsor. The main purpose of every organization is to promote sales and for this purpose each and every organization use advertisement.
The advertisement at MOTEL THE VILLAGE is mainly media like print media like newspapers, journals etc.
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7. SALES PROMOTION
Now, day in competition are sales promotion activities become most powerful in any of the organization to promote the sale? MOTEL THE VILLAGE also tries it best for sales promotion.
MOTEL THE VILLAGE gives discount on their regular customer. They are also provide group package on food, they provide discount on some special event. They are doing sales promotion activity by this way.
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8. COMPETITORS
In the market have many hotels & resorts but some resorts food have very good quality & reputation in the Rajkot city. Motel The Village is one of the best resorts facilitating their customers to their excellence.
The core competitors of Motel The Village are Chouki Dhani,The Grand Bhagvati, Imperial Palace.
9. MARKETING RESEARCH
Marketing research is a systemizing, gathering, recording and analyzing the date about the marketing problem to facilitate decision making.
Thus, marketing research concentrates on the study of product planning, advertising and sales promotion, distribution, structure, marketing strategies, marketing competition, buyers behaviour and attitude in the marketing place.
MOTEL THE VILLAGE. is highly reputed business resort. The resort facilitates consistently high standard of facility and accommodation to their valuable customers & serves the best hospitality. Therefore MOTEL THE VILLAGE is best resort ever in RAJKOT
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10. Customer Relationship Management

Customer Relationship Management is the process of carefully managing details information about the individual consumer and all customer TouchPoints to maximize customer loyalty. A customer touch point is any occasion on which a customer encounters the brand and product from actual experience to the personal or mass communication to casual observation.
For a hotel, the touch points includes reservation, check-in, check-out, frequently stay programs, room services, business services, exercise facilities, Landry services. for instant the four seasons relies on personal touch such as a staff that always address guest by name, high power employees how under stand the knees of sophisticated business travelers and at least one best in region facilities Such as a premier restaurant or spa.
In the Motel The Village they eligibly accepts the theme of Customer Relationship Management, by providing birthday wishes, Festival celebrations, Publishing a Magazine every month named Madhukari to their customers all over India.
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Bert Antonic Sky Park Circle Suite 140 Irvine, CA 92614 USA
Platform Immersion and Personal Trading Plan Instructor Online Trading Academy
If you visit RAJKOT, You must go to MOTEL THE VILLAGE, Equities, Forex, Technical Analysis Strategies, where you will be treated to the Best Hospitality INDIA can ever offer.
Vajubhai Vala Cabinet Minister of Finance Gujarat State.
Basically I belong to RAJKOT city, and currently work as a finance minister Gujarat State. Kakubhai - owner of Motel The Village is one of Those Entrepreneurs who thought of all Rajkotians about the Motel concept and is efforts in hospitality industry for Rajkot is courageous for every Rajkotians. Every visit of mine at Motel the Village I found something new in terms of development, theme wedding concept, conference etc..., I heartily wish good luck and pray to almighty for Kakubhai and Motel The Village Family to remain synonymous with hospitality.
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:: Finance Department ::
Contents of Finance Department
1. Introduction 2. Organisational Chart 3. Financial Planning 4. Sources of Finance 5. Capital Structure 6. Management of Working Capital 7. Management of Fixed Assets 8. Profit 9. Account 10. Project Cost
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1. INTRODUCTION
Finance is a Life blood of the business. It is impossible to run a business without finance. In every function of business need finance.
Finance is like an arm or left either you use it or loose it.
Financial management is that manage real activity, which is concerned with the planning and controlling of the firms financial resources. A capable financial management can lead the unit to the path of highly profitability with limited financial turnings.
All the activities requires finance for their implementation like to establish a business, to buy row material and machines, to make production, to pay wages, salaries, to market the products etc.
Financial management is concerned with the efficient use of an important economic resource, namely capital funds. -SOLOMAN
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2. ORGANISATIONAL CHART
Financial Department
Financial Manager
Chief Accountant Or Administrative Officer
Clerical Staff
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3. FINANCIAL PLANNING
A firm needs to manage its resources effectively and efficiently to achieve its objectives. The managing of resources in an effective manner is possible only when the management works out the future courses of action in advance and takes decisions in a professional manner, utilizing the individual and group efforts in a co-ordinate and rational manner.
Financial planning is preliminary statement estimating the amount of capital and determining its composition. It includes,
Develop the best plan to obtain the required fund. Establish control points, which need to be establish Analyse the financial results of operation.
MOTEL THE VILLAGE is also performing their financial planning very efficiently and in an effective manner. The top management does the financial planning annually.
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4. SOURCES OF FINANCE
Sources of finance mean that from where to collect funds and from where money comes for industries and also at sometimes in which way it comes at the time of requirements. Generally there are two source of finance i.e.
Internal Source External Source
MOTEL THE VILLAGE has internal source as well as external source of finance.
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5. CAPITAL STRUCTURE
Capital structure means the combination of debt capital and own capital.
Capital structure is a very important decision for the company. Here the company determines the formation of the capital or mix of different types of long term funds.
Capital structure refers to the composition of long term sources of funds as debentures, long term debtors, preference share capital, equity share capital and retained earnings i.e. reserve and surplus.
MOTEL THE VILLAGE has its own capital.
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6. MANAGEMENT OF WORKING CAPITAL
According to Gestenberg Circulating capital means current assets of a company that are changed in the ordinary course of business from one form to another
In other words, working capital is that which is held to meet day today requirement of business, which changes from day to day and which is converted in to cash continuously. The risk element is low in it.
In MOTEL THE VILLAGE working capital concern of the financial manager such as the accomplishment of the value of maximization of goal depends essential on prudent working decision.
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7. MANAGEMENT OF FIXED ASSETS
Management of fixed assets is very important in any organization. Fixed assets of a company are the permanent capital of the company. They are helped in the production process. They can be used year by year for a long period of time, they must be checked. A large fixed asset does not mean that the firms are very well but there must be proper use of fixed assets.
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8. PROFIT
Over and above the objective of a business the basic objective of any organization is making profit. Profitability of a firm means consist ratio and percentage of total profit earned on an annual bases. The entire existences of the business depend on its profitability.
it is termed as excess of income over expenses over a period of time.
MOTEL THE VILLAGE has annual turnover of Rs. 3.90 Crore and successfully earning an annual profit of Rs. 8.88 Lacs.
9. ACCOUNT
Motel The Village taints its account by double entry system and accounting is fully computerized. The financial manager manages this accounts very efficiently.
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10. PROJECT COST
Liabilities Particulars Capital Profit Rs. 66,73,000 8,88,000
Assets Particulars Land & Building Plant & Machinery Furniture & Fixture Computer & Peripheral Vehicles Wedding theme structure Working capital Rs. 1,60,00,000 46,28,000
Loan Current Liabilities
1,58,00,000
15,52,000
35,40,000
1,90,000 8,82,000 27,70,000 8,79,000 2,69,01,000
Total
2,69,01,000
Total
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:: Human Resource Department ::
Contents of H R Department
1. Introduction 2. Organisation Chart 3. Manpower Planning 4. Recruitment & Selection 5. Training & Development 6. Performance Appraisal System 7. Personal Record 8. Wages & Salary 9. Employee Benefit 10. Time keeping system
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1. INTRODUCTION
The main componential organization is their employee an organization requires the services of its employees to achieve the goals; therefore resources are the most evident part of an organization.
Personnel management. Is the planning, organizing, direction, controlling of the procurement, development, compensation, integration and malignance of people of the purpose of contribution to organization, individual and social goal. - EDWARD FLIPPO
Personnel management is concerned with managing people at work. All the activity of the unit are initiated and determined by the employees, who make up plants institutions or offices. All these are unproductive without employees. Thus personnel management covers the management of employees at all levels.
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2. ORGANIZATION CHART
It is a modern business world and in modern business there is so much competition. The existence of marketing department over marketing manager is a must. The organization structure of the marketing department in any organization differs, as per need and the size of the enterprise. The organization chart of MOTEL THE VILLAGE :
ORGANISATION CHART
Managing Director General Manager
H.R.D & Managing Auditing
Cottage Chief Accountant & Party Manager
Purchase
House Keeping & Maintenance
Office
F&B Departmen t
Kitchen Department
Bankers
Front Door
Marketing Departmen t
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3. MTVs Enthusiastic & Spontaneous Team
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4. MANPOWER PLANNING
Planning is the primary and most important function of management is very organization in commercial and industrial organization planning has been focused on every activity of the business like marketing, manpower etc.
Manpower planning is the process of determining manpower requirement and the meaning these requirement in order to carry out the integrated plans of the organization.
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5. RECRUITMENT & SELECTION

Recruitment
Recruitment is a process to discover the sources of manpower to meet the requirement of the staffing schedule and to employee effective measures for attracting that manpower in adequate numbers to facilitate effective selection of an efficient working force - STEPHEN P. Recruitment is the process of selecting efficient and trustworthy employees who are willing to apply for the job. Recruitment aims to develop and maintain proper manpower resources. There are three methods of recruitment that is. 1. Direct method 2. Indirect method
Sources of Recruitment Internal
1. Present Employee 2. Employee Reference 3. Previous Application
External
1. Advertisement 2. Consultants
MOTEL THE VILLAGE units from internal sources for recruitment like employees reference, present employee.
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Selection:
The objective of selection process is to determine whether an application meets the qualification for a specific job and to choose the applicant who is must likely to person well in job. This information is accrued in a no. of steps or stage. It is a very complicated and it is generally based on the nature and technology of the unit. It is concerned with securing relevant information about an applicant like education, date of birth, age, his qualification etc. Selection is the process of choosing the individual who posses the necessary skills, ability and personality to successfully fill specific job in the organization.
Selection process:
The hiring process is of one or many go, no-go gauges. Candidates are screened by the application of these tools. Qualified applicants go on to the next hurdle, while the unqualified are eliminated. The selection procedure is concerned with securing relevant information about an applicant. Selection is a long process, commencing from the preliminary interview of the applicants and ending with the contract of employment. MOTEL THE VILLAGE the following process of selection, Interview Preliminary selection Final selection Placement
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6. TRAINING & DEVELOPMENT

Training
Training is short term process utilizing a systematic and organized procedure by which non-managerial personnel learn technical knowledge and skills for a definite purpose Development is a long term educational process utilizing a systematic and organized procedure by which managerial personnel learn conceptual and theoretical knowledge for general purpose
Training and development refer to importing of specific skills, abilities and knowledge and performance of employee.
Every institution trains their worker after selection of the person. Training is a technique by which a management also information that, this employee is right for job or not. There are two methods of training.
On the job training Off the job training Motel The Village giving training to new employees with the help of on the job training. MOTEL THE VILLAGE giving to new employees in accordance to seniority.
Development:
The management is the dynamic life giving element in business. The caliber and performance of the manager will largely determine the success of business. Therefore this company also takes care for the development of the employees. The company provides special training to improve the performance level.
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7. PERFORMANCE APPRAISAL SYSTEM

Performance appraisal means persons performance in the company. Once the employees have been selected trained and motivated, he is then appraisal for his performance. Performance appraisal is the step were the management finds out how effective it has been at hiring and placing employee. A performance appraisal consists of evaluating an employees performance of job in terms of a job in terms of its recruitment. MOTEL THE VILLAGE consider its employees as its most valuable and therefore it believes in perfect and accurate performance appraisal system. They believe that employees efficiency, productivity and great performance is a ladder to success. Motel The Village has an efficient their performance.
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8. PERSONAL RECORD
In personal record, compete up to date information is maintained about employees. Every unit have record book for employees in which record information about employees leave, promotion etc. MOTEL THE VILLAGE has record book of employees. These record books are as follows.
Attendance register Leave register Salary, wages register
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9. WAGES & SALARY

Wages and salary are one of the important functions for organization as well as staff working in it. It motivates the person to be effective, so it is most important for the organization and staff. In Motel The Village wages and salary is to be paid on monthly basis. They pay salary to their employee on 1st in every month.
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10. EMPLOYEE BENEFIT
In today companies gives benefits to their worker or employee. MOTEL THE VILLAGE provides following facilities.
Over time Bonus Awards
TIME KEEPING SYSTEM

Time keeping system for a one person or a firm should develop an effective time keeping system. In time keeping system the arrival and living of employees are recorded. MOTEL THE VILLAGE has a two shift of duties. The employees of this company have to present at the duty time. The duty time as follows. From 10:00 a.m. to 3:00 p.m. And 5:00 p.m. to 12 a.m.
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:: SWOT ANALYSIS ::
STRENGTHS :
1. Huge, Capable & Efficient Staff. 2. Varieties of Cuisine 3. Relationship with their Customers 4. Madhukari magazine published for their customers 5. Strong Market Presence 6. Continuous Innovations. [invent, invent & invent....] 7. Revolving Stage for marriage ceremony 8. Co-ordination among senior managers & employees 9. Daily charts prepared for allocating work to each and every employees
WEAKNESSES :
1. Cleanliness should be taken care off. 2. Entertainment need to be incremented. 3. MTVs Hoardings need to be highlighted. 4. Relaxation Programme for employees
OPPORTUNITIES :
Rapid & Continuous Growth in the market with new innovations & craving all the opportunities & challenges.
THREATS :
Highly Competitive market against hotel & resort industry, such as Chauki Dhani, The Grand Bhagwati, Imperial Palace.
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:: RESEARCH METHODOLOGY ::
1. INTRODUCTION OF RESEARCH TOPIC
CONSUMER SATISFACTION.
2. SIGNIFICANCE OF RESEARCH :
The project is being carried out as a part of summer training project in
MOTEL THE VILLAGE. The recent studies will be conducted at MOTEL THE VILLAGE to achieve the following objective:
A. To study and increase Customer Satisfaction percentage B. Better utilization of resources. C. To maintain customer loyalty D. To know the customers retention. E. To know the customers decision on services provided. F. To increase profit percentage. G. To study better utilization of resources of firm H. To serve the customers in the best possible manner.
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3. SCOPE Of Research Study
1. How to Satisfy the Customers needs? 2 .How to hold the customers & retain them? 3. How to maintain the Customer loyalty?
4. HYPOTHESIS
H0: Customers are not satisfied with Motel The Village. H1: Customers are satisfied with Motel The Village.
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5. RESEARCH PROBLEM
It is a well known saying that ATITHI DEVO BHAVH which means customer must be treated as god. In customer satisfaction research , we typically ask about overall satisfaction with products or services. When inertia, lack of competition, price and partially good offerings are the main reasons why customers continue patronizing a product or service, an overall customer satisfaction score may be misleading.
So, in this context the research problem underlying this study is analysis of whether the Customer of the Motel The Village are satisfied with the degree of services and hospitality provided over there or not.
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1. LITERATURE REVIEW
Parasuraman et al., 1988; Grnroos, 1982 Service quality is a complex, elusive, subjective and abstract concept. It means different things to different people. The most common definition of service quality is the comparison customers make between their expectations and perceptions of the received service.
Lehtinen and Lehtinen (1982) Quality is a multi-dimensional concept. Lehtinen and Lehtinen defined three dimensions of service quality, namely, physical quality, interactive quality and corporate quality.
Grnroos (1984) He argued that service quality comprises of technical quality, functional quality and corporate image.
Parasuraman et al. (1985; 1988) He developed the SERVQUAL scale, which became the most popular instrument for measuring service quality. They identified five key dimensions of service quality reliability, tangibles, responsiveness, assurance and empathy. The SERVQUAL scale consists of 22 items for assessing customer perceptions and expectations regarding the quality of service. A level of agreement or disagreement with a given item is rated on a seven-point Likert scale. The results are used to identify positive and negative gaps. The gap is measured by the difference between perceptions and expectations scores and indicates the level of service quality. If the result is positive, perceived service exceeds expected service. A negative result means low quality of service. According to this instrument, service quality occures when perceived service meets or exceeds customer's expectations.
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Danaher and Mattsson, 1994 To sum up, the relationship between quality and satisfaction is complex. Some authors have described it as Siamese twins. Although there still remain a lot of unresolved questions, it can be concluded that service quality and customer satisfaction can be perceived as separate concepts that have causal ordering. Providing services those customers prefer is a starting point for providing customer satisfaction. A relatively easy way to determine what services customer prefers is simply to ask them.
Horsnell (1998) According to Gilbert and Horsnell , and Su , guest comment cards (GCCs) are most commonly used for determining hotel guest satisfaction. GCCs are usually distributed in hotel rooms, at the reception desk or in some other visible place.
(Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml and Bitner, 2003) Given the vital role of customer satisfaction, it is not surprising that a variety of research has been devoted to investigating the determinants of satisfaction. Satisfaction can be determined by subjective (e. g. customer needs, emotions) and objective factors (e. g. product and service features).
Present data is necessary for any research but past data is also useful for any research A good researcher makes literature review for an effective good research. Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
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In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget moteleven though its facilities and service would be deemed superior in 'absolute' terms."
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7. Customer satisfaction and Resort performance

.
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8.RESEARCH METHODOLOGY
Primary Data:
It consists of information collected for the specific purpose, survey research was used and all the details of MTV customers were contacted. Survey research is the approached gathering description and information.
Secondary Data:
The secondary data consists of information that already existing somewhere having been collected for another purpose. Any researcher begins the research work by first going through secondary data. Secondary data includes the information available with company. It may be the findings of research previously done in the field. Secondary data can also be collected from the magazines, news papers, internet other service conducted by researchers.
Methods of Data Collection:

The study includes in it the data collected through primary sources. Primary data is collected with the help of structured questionnaire and personal meeting. Questionnaire is administered on the sample respondents. However there are certain cases where personal interactive method is followed with customers to find the satisfaction level.
Population Size Sample Size Sampling Procedure Instrument Type
: : : :
Customers of MTV 55 respondents Random sampling Questionnaire
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:: DATA ANALYSIS & INTERPRETATION ::
1. Welcome Gesture of MTV. Response: Excellent Average Poor 27 28 0
60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00%
49.09%
51.10%
0.00%
Excellent
Average
Poor
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2. Ambience of MTV.
Response: Excellent Average Poor 34 19 02
Poor
3.63%
Average
34.54%
Excellent
61.81%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
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3. Entertainment of MTV (Game zone, disco theaque, puppet show, lake boating) Response: Excellent Average Poor 23 31 01
60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Excellent 41.81%
56.36%
1.81% Series1 Average Poor
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4. Employee interaction in MTV.
Poor
1.81%
Average
45.45%
Excellent
52.72%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
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5. Cottages if occupied.
Response: Excellent Average Poor Non visited 08 08 00 38
80.00% 60.00% 40.00% 20.00% 0.00% Excellent Average 14.54% 14.54% 0.00% Poor Non visited 69.09%
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6. Cuisine experience:
Poor
3.63%
Average
45.45%
Excellent
50.91%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
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7. Service standards:
3.63% Excellent 40.00% 56.36% Average Poor
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8. Comparative value for money:
72.72% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Excellent Average Poor 21.81% 5.45%
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9. Banquette experience:
Response: Excellent Average Poor Non visited 11 11 03 30
20.00% Excellent Average 54.54% 20.00% 5.45% Poor Non visited
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10. Overall experience:
70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Excellent 40.00%
60.00%
0.00% Series1 Average Poor
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11. Why do you prefer MTV than any other place in Rajkot?
Response: Ambience Cuisine Family experience All of above 6 6 16 27
All of Above
49.09%
Experience
29.09%
Cusine
10.90%
Ambiance 0.00% 10.00%
10.90%
20.00%
30.00%
40.00%
50.00%
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12. What do you believe should more importance be given to?
Response: Ambience Cuisine Pricing Other 9 36 8 2
3.63% 14.54%
16.36% Ambience Cusine Pricing Other
65.45%
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STATISTICAL ANALYSIS / HYPOTHESIS TESTING

CHI-SQUARE TEST:
Chi-square Test is applied to test the goodness of fit, to verify the distribution of observed data with assumed theoretical distribution. Therefore it is a measure to study the divergence of actual and expected frequencies: Karl Pearsons has developed a method to test the difference between the theoretical (hypothesis) and observed value. Chi-Square Test, X2 = (Oij Eij)2 / Eij Degree of freedom, df = (r - 1) (c -1) Where, Oij = Observed Frequency; Eij = Expected Frequency; R = Number of Rows; C = Number of Columns;
Hypotheses: Ho (Null): Ha (Alternate): Customer are not satisfied with Motel The Village. Customer are satisfied with Motel The Village.
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Chi square Observed Expected 27 25.75 28 27.875 0 1.375 34 25.75 19 27.875 2 1.375 23 25.75 31 27.875 1 1.375 29 25.75 25 27.875 1 1.375 28 25.75 25 27.875 2 1.375 31 25.75 22 27.875 2 1.375 12 25.75 40 27.875 3 1.375 22 25.75 33 27.875 0 1.375 Ex. Ob. square Sq./Ex. -1.250 1.563 0.061 -0.125 0.016 0.001 1.375 1.891 1.375 -8.250 68.063 2.643 8.875 78.766 2.826 -0.625 0.391 0.284 2.750 7.563 0.294 -3.125 9.766 0.350 0.375 0.141 0.102 -3.250 10.563 0.410 2.875 8.266 0.297 0.375 0.141 0.102 -2.250 5.063 0.197 2.875 8.266 0.297 -0.625 0.391 0.284 -5.250 27.563 1.070 5.875 34.516 1.238 -0.625 0.391 0.284 13.750 189.063 7.342 -12.125 147.016 5.274 -1.625 2.641 1.920 3.750 14.063 0.546 -5.125 26.266 0.942 1.375 1.891 1.375 29.515
Excellent Average Poor Excellent Ambience Average Poor Excellent Entertainment Average Poor Excellent Employee Average interaction Poor Excellent Cuisine Average Poor Excellent Service Average Poor Excellent Price Average Poor Excellent Overall Average Experience Poor Welcome Gesture
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Observed Frequency:
We can find out Expected Frequency using the formula of Eij, Eij = Row Total *Column Total Grand Total For e.g. here, Eij for Excellent = (206*55) / 440 = 25.75 Eij for Average = (223*55) / 440 = 27.875 Eij for Poor = (11*55) / 440 = 1.375
Expected Frequency:
X2 (cal) = 29.51459 df = (r - 1)(c - 1) = (8-1)(3-1) = 14 df = 14 and @ 5% significance level, X2 (tab) = 26.296
X2 (cal) >X2 (tab) Therefore, Hypothesis is rejected. So the result is that, customer are satisfied with Motel The Village.
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:: Annexture :: :: Questionnaire ::
Name : _______________________________________________________ Contact No. : ___________________________________________________ 1.The co-ordial way, Motel The Village welcomes you. (a) Excellent (b) Good (c) Poor
2.Traditional & Typical Village Outlook of the MTV makes you feel. (a) Excellent (b) Good (c) Poor
3.Overall Entertainment like Puppet Show, Indoor Games, Disco-Theque, Boating, Ghazal etc of the MTV. (a) Excellent (b) Good (c) Poor
4.Helpfulness & Friendliness of Staff members. (a) Excellent (b) Good (c) Poor
5.Luxurious Cottage Facilities of the MTV. (a) Excellent (b) Good (c) Poor
6.Dinning Hall of the MTV. (a) Excellent (b) Good (c) Poor
7.Quality of Food of the MTV. (a) Excellent (b) Good (c) Poor
8.Delievery Service of the food ordered. (a) Excellent (b) Good (c) Poor
9.Comparative Food Pricing of the MTV. (a) Excellent (b) Good (c) Poor
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10.What do you believe should more importance be given to ? (a) Quality or varieties of Food (b) Hospitality or Service (c) Food Pricing (d) Ambience (d) Other __________________________________________.
11.Banquet Hall & Banquet Service you have ever received from the MTV. (a) Excellent (b) Good (c) Poor
12.Why to prefer Motel The Village than any other place in Rajkot ? (a) Food Quality (b) Service (c) Entertainment (d) All the Above
13. Would you like to give any suggestion and overall experience at the Motel The Village. ______________________________________________________________ ______________________________________________________________ ____________________________ .
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:: Suggestions ::
1. Cleanliness should be maintained regularly. 2. Entertainment area must be developed. 3. MTVs hoardings must be on kalawad road highway. 4. More focus should be there on regular customer.
:: Limitations of Study ::
1. It was not possible to take reviews of each and every customer of MTV. 2. As I had to take reviews from customers, I had to keep one authorised person with me. 3. As it is a hospitality industry, I had to stay till late night over there.
:: Implications of Study ::
The research was conducted at REEYO MOTEL THE VILLAGE RESORT PVT. LTD., Kalawad Road, Rajkot. In order to judge the degree of employees job satisfaction at the motel. The main aim of the research was to evaluate which factors excellences in the employees job satisfaction and to improve those areas and factors of job satisfaction.
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:: Conclusion ::
My qualitative analysis of the MOTEL THE VILLAGE(MTV) shows that the level of customer satisfaction is good both considering the overall evaluation and the single services.
Human resource management in particular results to be specially effective in entertainment and restaurant service area.
By interviewing the hotel's management about the results, it emerged that they didn't have the perception of the gaps we found in cottages services. Though the cottage service heavily depends on the quality of the motels structure, a certain degree of improvement maybe obtain through a concrete effort towards their customization.
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:: Bibliography ::
Marketing management: A South Asian Perspective by Kottler, Keller, Koshy & Jha Publisher: Pearson Education Human resource management: Human Resource Management By K. Aswathapa Publisher: Tata Mc graw hill Financial management: Financial management, theories & practicals By Chandra, Prasanna Publisher: Tata Mc graw hill
www.wikipedia.com
www.india-report.com
www.motelthevillage.co.in
www.facebook.com/motelthevillage
Page - 90 -

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:: DECLARATION ::

Place: Rajkot Date:

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

Reeyo Motel The Village Resort Pvt. Ltd.

Motel The Village, Nr. Cosmoplex , Kalawad Road, Rajkot

8. Website 9. Phone no.

: Chowki Dhani, Khirsara Palace.

AITS, Department of Management

:: HISTORY & DEVELOPEMENT ::

AITS, Department of Management

AITS, Department of Management

Name of the Unit

Size of the Unit

Opp. VVP College, Kalawad Road, Rajkot-Gujarat

Fax Form of Organisation Awards Achievement

AITS, Department of Management

:: LOCATION & LOCATION CHART ::

AITS, Department of Management

:: ENTRANCE GATE :: :: MOTEL THE VILLAGE ::

AITS, Department of Management

INTRODUCTION TO CUSTOMER SATISFACTION

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

:: Hospitality Service Quality ::

AITS, Department of Management

Contents of Production Department

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

A collection of beautiful decoration material. MTV even provides theme based

AITS, Department of Management

1. Kath-Putli Restaurant 2. Vasali Restaurant 3. Madhuli Restaurant 4. Handi Restaurant

AITS, Department of Management

The varieties of cuisine available at MTV are as follows :

AITS, Department of Management

7. Signature Delicacies of MTV

:: Green Sea Cooler ::

AITS, Department of Management

:: Paneer Saate (Thai) ::

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management

Contents of Marketing Department

AITS, Department of Management

AITS, Department of Management

Product Price Place Promotion

MOTEL THE VILLAGE is doing marketing on above four factors.

AITS, Department of Management

The product of a company has two characteristics:

(1) Depth (2) Width

AITS, Department of Management

Price Policy could be decided on below factors.

AITS, Department of Management

AITS, Department of Management

AITS, Department of Management