LEATHER

LOUNGE

Leather Lounge (Ringling Hotel & Restaurant Pvt. Ltd.)

320, M.G. Road,
Amba Complex,
Pune – 411001
Tel.: +91 20 26136850, 66012001 / 11 / 13 / 14.

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 General Information:-

 Name of Director: Mr. Niraj Jain

 Name of GM.: Mr. Pradeep Rana

 Established: January, 2007

 Landmark 1: Near Reebok Showroom

 Ambience: Family & Friends
 Cuisine: Indian
 Contact No: +91 9881067072
 Dress Code: Casual & Formal
 Payment: All Major Cards
 Time: Monday – Friday, 7:30 PM - 11:30 PM
Saturday & Sunday, 6.00 PM – 12.00 PM
 Price for 1: Under Rs.550
 Food: Vegetarian & Non Vegetarian

Service Available

 Bars & Dance Floor

 Payment
 Party
 Family Restaurant
 Vegetarians & Non - Vegetarians
 Air Conditioned
 Catering

Section Info

Room Seating Capacity

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 AC Hall 150
Non – AC Hall 150

OBJECTIVE & SCOPE

This study offers an opportunity to the student of management to develop

the required skill and insights for making the best use of experiment and
judgment to practical life. To gain an insight into why individuals act in
certain consumption related way & Learning what & external influence
compel them to act as they do. So the main Objective is to study of to take
Customers Feedback and try to improve in service quality for Leather
Longue Hotel & Restaurant. The objectives are as follows:-

 To find out the position in Hotel & Restaurant service sector.

 To find out the satisfaction level of customers.

 To find out the expectation of customers.

 To find out the Food & Service quality.
 How to improve in services?
 To provide relevant research data which enable Leather Longue Hotel &

Restaurant management for their policy framing & strategy formulation.

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 RESEARCH METHODOLOGY
INTRODUCTION

Marketing Research is a process of collecting and analyzing marketing and

ultimately to arriver at a certain conclusion. Leather Lounge Hotel &
Restaurant Pvt. Ltd. is a concern which is services. Thus a survey method of
marketing research is essentially exploratory in mature. Thus I opted for
“Questionnaire” method for conductive survey about the services of Leather
Lounge Hotel & Restaurant Pvt. Ltd. though customers in Pune city.

Importance of Marketing Research:

1 It indicates the present future trend of industry and points out how
the Hotels & Restaurants affairs are to be turned up.
2 It helps in development & introduction of new services.

DATA COLLECTION METHOD:-

Since the study is exploratory in nature. A personal interview with each

customer was aid of questionnaire was selected as the method of obtaining
data the questionnaire to use in Leather Lounge Hotel & Restaurant Pvt. Ltd.
to facilitate tabulation and analysis of data were designed for segment
retailers.

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 Field experience showed that listing the respondents to the questionnaire
failed to touch upon certain parameters and it was found necessary to let
the respondents have free had and let the designed information filter
lengthy discussion, through some aspects of questionnaire adequately
touch upon. The questionnaire was prepared by researches and the
researcher also filled himself interviewing the retailers these himself
interviewing the retailers. For interview as far as those languages were
used which they can understand clearly; such as English & Hindi. This is
a comprehensive master plan of the study undertaken, given a general
statement of the method used and procedure followed. Since the study is
both exploratory and descriptive in nature.

Data Source :-
The various source of information broadly divided in 2 categories.

(a) Primary Source:- Source from where first hand information are
gathered directly are called primary source and information thus collected is
called primary data. In case of the above study the primary source was
CUSTOMERS.

(b) Secondary Source: - The data that are collected for anther purposes
already exist somewhere is called secondary data. With regard to my study
the secondary sources where records of the company is Magazines and
papers.

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 DATA COLLECTION METHOD:-

The following methods are widely used for collection data.

(1) Survey method.

(2) Observation method.

In the above –mentioned method Survey and observation method

was mainly used for the undertaken topic. Survey method was mostly used
for collection of data through personal interview with the help of a framed
questionnaire in case of customers.

SAMPLING PLAN:
The samples were on judgment and convenience. A sample size of 20
respondents was taken. The sampling unit was customers of Leather Lounge
Hotel & Restaurant Pvt. Ltd. for which this sample size was considered a
fair representative of the above mentioned area. The sample consisted of
retailers spread over the entire area of the distributor.
For analysis & interpretation of data the research used:-

Percentage = No of respondent
X 20
Total No of respondents

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 DATA ANALYSIS
In the data analysis of the the questions asked in the survey of the market
research on the post transaction of the Lounge Hotel & Restaurant. I have
analysis data which is collected from the market are as following

Q-1) Have you ever visited Leather Lounge Hotel & Restaurant Pvt. Ltd.?

response No. of respondents

Yes 20
No 0

Findings:-

I have analysis the above diagram and I found that all the respondents have
visited this hotel and restaurant.

Q-2) what is your experience about the food of Leather Lounge Hotel &
Restaurant Pvt. Ltd.?

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 Experience of use of services No. Of Respondents
Very Good 06
Good 09
Avg. 03
Poor 01
Very poor 01

Findings:-

I have conclude that experience of the customer towards leather lounge hotel
and restaurant is good in the total 20 respondents 9 respondents said that
experience is good and 6 respondents said that is very good.
Q-3) Do you satisfied with the Quantity of food they have provided?

Response of the quantity of food No. of respondents

Yes 13
No 07

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 Responseof food quantity
Yes No

07

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Findings:-

In the above diagram, I have found that most of the customers are satisfied
the service of restaurant to provides the food quantity to customer. In sample
of 20 respondents 13 respondents said that we are satisfied the quantity of
food given by restaurant.

Q-4) Do you satisfied with the service provided by the Leather Lounge
Hotel & Restaurant Pvt. Ltd.?

Service quality No. of respondents

Yes 16
No 04

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 No , 4

Yes, 16

Findings:-

I found that in the above diagram of the service quality provided by the
leather lounge hotel and restaurant in total 20 respondents 16 respondents
has satisfied with the service provided by the restaurants and most of the
customers are loyal customer so this customer are always satisfied the
service of the restaurant.

Q-5) Do you satisfied with the delivery process of food?

Delivery process No. of respondents

Yes 12
No 08

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Findings:-

I find that on the above diagram 60% respondents said that we are satisfied
with the delivery process of the lather lounge hotel and restaurant. In 40%
respondents said that the service delivery of the product is take a long time
so we are not satisfied.

Q-6) Do you satisfied with the Quality of food & service provided by the
Leather Lounge Hotel & Restaurant Pvt. Ltd.?

Quality of food& service No. of respondents

Yes 17
No 03

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Findings:-

I have conclude that most of the respondents have the satisfied the service
and food quality provided by leather lounge hotel & restaurant. This is
positive response by the all respondents. In 20 respondents 17 respondents
give positive response.

Q-7) Have you face any problem with Restaurant staff or any other
about……?

Problem of staff or any other No. of respondents

Behavior 10
Knowledge 02
Speed of delivery of food 03
Attitude 05

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Findings:-

I found that there are most of the respondents said that problem face on the
behavior of the employee of the origination or service provider. In 20
respondents 10respondents said problem faces on the behavior.

Q-8) Do you think that any changes in the product Quality and service
Quality?

Suggestion of changes No. of respondents

Yes 05
No 15

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Findings:-

In the above diagram I conclude that most of the respondents said no any
changes of the food quality and quantity. In the out 20 respondents 15
respondents said that nothing changes in the quality of the product.

Q-9) In your opinion what do you think about the Leather Lounge Hotel &
Restaurant Pvt. Ltd.?

Opinion No. Of Respondents

Excellent 08
Good 05
Avg. 03
Poor 02
Very poor 02

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Findings:-

I above diagram I think that most of the customers are satisfied and
customers opinion of the restaurants is excellent and remaining are good,
average, poor etc.
Q-10) Do you satisfied with the internal environment of Leather Lounge
Hotel & Restaurant Pvt. Ltd.?

Internal environment No. of respondents

Yes 18
No 02

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Findings:-

In the above diagram I found that 90% respondents said that is very good
and other 10% respondents give the negative response in the question about
the internal environment.

FINDINGS

 All the respondents have visited Leather Longue hotel and restaurant.

 Experience of the customer towards leather lounge hotel and

restaurant is good.

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  Most of the customers are satisfied the service of restaurant to
provides the food quantity to customer.

 Customers have satisfied with the service provided by the restaurants

and most of the customers are loyal customer so this customer are
always satisfied the service of the restaurant.
 60% respondents said that we are satisfied with the delivery process
of the lather lounge hotel and restaurant.

 Most of the respondents said that problem face on the behavior of the
employee of the origination or service provider.

 Most of the respondents want to; there are no any changes of the food
quality and quantity.

 Most of the customers are satisfied and customers’ opinion of the

restaurants is excellent and remaining are good, average, poor etc.

 90% respondents said that is very good and other 10% respondents
give the negative response in the question about the internal
environment.

CONCLUSION

After making a report on relationship between the customer and firm,

I came to the overall conclusions. After making the analysis in context of
satisfaction level of different services to customers, we come to the
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conclusion that most of the services provided by the “Leather Longue
Hotel & Restaurant” are satisfactory in the response of the consumers.
From finding we can conclude that the service quality is quite comfortable &
convenient. The attitude & behaviors of the staff members of “Leather
Longue hotel & Restaurant” is helpful & customer oriented.

Most the services are easily available to customers. There can also be
the negative aspects of the restaurant. There can be a high price of the food
compare to other compatriots. But there can be the good quality food.

LIMITATION

After making research I come to different limitation across the survey

of the relationship between customer and firm. There are many limitations of
studying the customer survey by personal interviewing to the customer for
research. Following are the area of limitations we come to it as follows:-

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  Duration of study also limited for further intensive study.
 Sample size is very small. Only 20 Responded.
 Mostly stress was given on primary data, as it was difficult to collect
Secondary data from organization & distributors.
 The sample selected is not purely random sample but it is convenient
so that the result of the survey don’t have any high degree if statistical
significance.
 It is very difficult to influence and get right answer from old mentality

Customers.
 All the conclusions, suggestions & recommendations will be made in

the feedback obtained from survey on the basis of responses given by

the respondents.

ANNEXURE

Post Transaction Survey:-

QUESTIONNAIRE

Name of the Customer: - ……………………………………………………

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Address: - …………………………………………………………………….
Occupation: - ………………………………………………………………...
E mail: - ……………………………………………………………………...

Q-1) Have you ever visited Leather Lounge Hotel & Restaurant Pvt. Ltd.?
Yes No

Q-2) what is your experience about the food of Leather Lounge Hotel &
Restaurant Pvt. Ltd.?
a) Very good b) Good
c) Average d) Poor
e) Very poor

Q-3) Do you satisfied with the Quantity of food they have provided?
Yes No

Q-4) Do you satisfied with the service provided by the Leather Lounge
Hotel & Restaurant Pvt. Ltd.?
Yes No

Q-5) Do you satisfied with the delivery process of food?

Yes No

Q-6) Do you satisfied with the Quality of food & service provided by the
Leather Lounge Hotel & Restaurant Pvt. Ltd.?
Yes No

Q-7) Have you face any problem with Restaurant staff or any other
about……?
a) Behavior c) Speed of delivery of food

b) Knowledge d) Attitude

Q-8) Do you think that any changes in the product Quality and service
Quality?
Yes No

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Q-9) In your opinion what do you think about the Leather Lounge Hotel &
Restaurant Pvt. Ltd.?
a) Excellent b) Good
c) Average d) Poor
e) Very poor

Q-10) Do you satisfied with the internal environment of Leather Lounge

Hotel & Restaurant Pvt. Ltd.?
Yes No

 Any Suggestion or Comment,

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