Pc Dissertation 1 Final

7/31/2019 Pc Dissertation 1 Final

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FINAL THEISIS REPORT

Introduction of Pearl Continental Rawalpindi:Rawalpindi is the twin city of Islamabad, the capital of Pakistan. It is a transit city

of visitors wishing to explore the fascinating Northern Areas.

Pearl Continental Hotel, Rawalpindi, stands tall right at the heart of Rawalpindi.

The only five star hotel of its kind in the city, which has come a long way. It offers

a variety of unique and excellent personalized services to its clients.

PC is one of the worlds famous five star hotels all over the world. It provides very

ostentatious services to all of its clients. PC is providing its heart trendingservices in Asia as well as in U.K and U.S.A. Only 5-minute drive from the airport

and in close proximity to the famous shopping centers, the PC hotel is the citys

only deluxe hotel that caters to local as well as foreign travelers in style

Pakistan Services Limited was incorporated in 1958 as a Public Limited

Company and is quoted on the Stock Exchange. It owns and operates the Pearl

Continental Hotels (formerly Inter Continental Hotels) and is recognized as the

largest and oldest Hotel Company in Pakistan. Pearl Continental Hotels is the

first Pakistani chain, which has achieved excellent international standards of

quality products and services. In recognition of its high standard

Pearl Continental Hotels have become synonymous with a tradition of personal

services, efficiency, and convenience and guest satisfaction.

VISION

Their vision is; Being the largest 5 star hospitality company in Pakistan, we are

committed to dynamic growth and service excellence built upon our heritage of

traditional hospitality. Stay on the cutting edge of business through deliberate

and persistent efforts to harness technology and human resource backed up by

our financial and logistic strengths for highest quality services and products to

our customers at best value for their money.

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MISSION:

To strive to present the products/facilities/services when and where the customer

wantsour culture reflects our values. This includes a shared vision of who we areand where we're headed. And it encompasses everything from the way we treat

our customers to how we deal with our competitors.

GOALS AND FOCUS:

Their goals are

To provide the first hospitality experience. They exist to attract and

maintain customers.

They believe that when they will adhere to this maxim everything else will

fall into place and their services will exceed the expectations of their

customers.

They strive everyday to provide top-notch hotel management services that

streamline operations while exceeding the goals and expectations of their

clients, partners and associates. Their uncompromising commitment to

excellence combined with decades of refining lodging industrys best

practices produces unprecedented success for our clients.

Further they have an uncompromising commitment to excellence. They

are honest and dont believe in taking risks that would jeopardize clients

trust in allowing them to run their business.

PRODUCT LINE

A product line of PC hotel Rawalpindi includes:

Rooms

Restaurants

Recreational facilities

Business center

Halls

Services & facilities

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HALLS:

The Ballroom & Kohsar halls, both of which can be partitioned into three

sections each, are available to hold various receptions & conferences. The hotel

is fully equipped with the latest facilities; like audio-visual, video projection

system, overhead projectors, integrated P/A system & audio recording equipment

that helps in making the meeting/seminar a complete success.

SERVICES & FACILITIES:

These include:

Mosque

Beauty saloon

Flower shop

Barber shop

Car rental services

Airport pickup

House doctor

Concierge

Travel agency

Pharmacy

Shops, dry cleaners, bakery, flower shop

Power generated back-up services.

CUSTOMER ANALYSIS:

Pearl Continental Hotel Rawalpindi offers a variety of unique and excellent

personalized services to its clients. It has become synonymous with a tradition of

personal services, efficiency, convenience and guest satisfaction. Customer

satisfaction is on the top most priority for hotel management. Pearl Continental

Hotel is the citys only hotel that caters to local as well as foreign travelers.

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Collectively they provide their clients with such services that they rediscover the

simple pleasures of life. It creates value for its customers.

NUMBER:

Pearl Continental Hotel Rawalpindi offers a great variety of services and for this

reason they have a large number of customers from every segment of life. The

customers are divided into PREFFERED, COMMERCIAL, and CORPORATE.

Mostly they have over client crewmembers.

TYPE:

PCHRs customers include:

CREWS:

Crew of PIA.

Crew of Saudi Arabian Airline

Emirate Air Line.

Gulf Air.

Quarter Air Ways etc.

GOVERNMENT:

From government segment they have customers from all over the world

especially USA, MIDDLE EAST, EUROPE and SOUTH EAST ASIA. It

also includes GHQ.

COMMERCIAL:Commercial segment is one of the major contributors in the profit of PCHR. It

includes Pharmaceutical Companies such as GSK etc.

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THE CHALLENGE TO PCHR(Pearl continental hotel Rawalpindi):

Budget is a statement of revenues and expenses.

Total revenue per annum= 3 Millions (approximately)

Operating expenses are 70-80% of Total revenue.

Non-operating expenses and depreciation are almost 10% of total revenue.

So the left out profit is 10-15% of total revenue

And it is a challenge for PCHR to maintain the standard of services and customer

satisfaction is very crucial, and the biggest challenge for PC is to maintain its

standard and keep on providing the quality services. The most basic objective of

that customer satisfaction-surveying program is to generate valid and consistent

customer feedback (i.e., to receive the voice of the customer, which can then be

used to initiate strategies that will retain customers and thus protect the mostvaluable corporate asset--loyal customers).

www.pchotels.com/pchr

SWOT ANALYSIS:

Strengths:

The only 5 star hotels in the city.

Islamabad international Airport at 10 minutes drive only.

Close to Defense/GHQ Largest hotel chain in Pakistan.

New large space for parking

Transport services

Newly renovated rooms on Executive/busisness Floor.

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Personal safe deposit electronic lockers & Electronic keys in each room

24 hrs full service business center temperature controlled swimming pool

open round the year

Two huge lawns for events functions and exhibitions.

Restaurants with different cuisines

Bank available at the property

New shopping arcade

Tennis Court in the premises.

Service/snacks, Hi-Tea available at CIP, executive/VIP lounges at the

Airport

Newly renovated Banquet Halls (which can be split up to 07 halls )

DSL connections available in the hotel

Video Conferencing facilities available in the hotel

Auto call charging facility available

Weaknesses:

Distance from the capital city.

Pillars in the meeting halls

Limited recreational facilities

No bar for the foreign clients

Faculty plumbing system

Lack of International brand name Airport Counter is not presentable as it should be

Online reservation system available but not being utilized

Very small and unequipped gymnasium

Airport shuttle service should be available round the clock.

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Old styled rooms, restaurants need renovation.

Not highly trained staff.

Opportunities:

Capturing more and more business from Islamabad

To tap group segment going up north at competitive rates

Bhurban resort to be included in conference packages for lunches or day

trip

Excursion trips for groups can be arranged to Islamabad and its

surroundings

Addition of cyber caf and a bar can increase the revenue

Because of lawn facilities can tap all the medical conferences and the

exhibition that involve stalls display

Can earn more revenue by conducting events and festivals utilizing our

lawns

Earn more revenues by floating different packages and deals in

restaurants

Can earn more revenue and attraction by setting an extension of bakers,

boutique in western lawn offering various cuisines in open air in huts style

Central database connectivity among sister concerns

Provision of computer systems, Internet and Fax facilities in rooms (under

process)

Threats:

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Business traveler inflow towards Islamabad

Government offices /Diplomatic sector located in Islamabad

Proposed Sheraton Hotel and five new five star hotels in Islamabad

Best Western Hotel/Holiday Inn with lower room rates and good rooms New Companies also prefer Islamabad as a capital city

Blue lagoon AWT Banquet facilities just across the road with additional

new banquet halls at half our price with no sales tax are a real threat to

F&B Revenue

Guesthouses with good facilities and lower room rates are also increasing

in the twin cities.

Higher tax rates

Re-imposed wedding ordinance a threat F&B revenue

Crown Plaza in no operation with 60 rooms and good facilities

De Mall Hotel with 60-80 rooms just near PCHRs property.

DEPARTMENTS REALTED TO CUSTOMER CARE:

1) Front office.

It includes:

Reservation

Telephone Department

Business Center

Airport pick and drop service

2) Food & Beverage.

3) Security Department.

4) House Keeping Department

5) Public Relation Department.

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Front Office:-

Front office is a place in the hotel where a small number of staff is available on

the front desk or reception that faces the customers to treat them and guide

about any related information.

Food & Beverage:

In this department the staff hygienically served the food & connect the cost

controlling people to check the quality of food either it is up to the mark or not, if

something happens

Or appear against the expectations they look into the matter and try to satisfy

their customers maximally. They have 5 outlets including 4 restaurants & room

services for 24 hours for in-house guest.

Security Department:

The department is concerned with the entire security of hotel. Main areas of

security are:

1. Lobbies

2. Restaurants

3. Entrance/ gate

4. Car park

The security of the hotel is essential as the foreign delegation, tourists, VIPs &

special clients stay there. So giving them the security service is indeed a major

need for hotel customers.

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House Keeping Department:

This department actually manages the in house management and takes care of

cleanliness and arrangement of the entire hotel. their job is to give proper shapeto the hotels other department including decors of restaurants,

Employees Uniforms, rooms arrangement etc. in spite of giving proper shape,

this department also provides healthy and enjoyable environment to the clients.

Public Relation Department:

The responsibility of this department is to keep the district management happy

through the welfare. This department also arranges the concerts, dramas &

musical functions for in house & as well as external customers, they are

responsible for distributing the tickets of these particular functions to general

public. This department generates revenue through these activities. They have

all information about hotel concerning and its operations so they try to attract

more & more customer to entertain them to create such healthy events for fun &

enjoyment.

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INTRODUCTION OF CUSTOMER SATISFACTION

"The gulf between

Satisfied customers and

Completely satisfied

Customers can swallow

A business."

--Harvard Business Review, November/December 1995

DEFINITIONS OF CUSTOMER SATISFACTION

Rather than a single definition, I think it is appropriate to provide several

definitions because a single definition gives the impression that there can be only

one, which is certainly not true. Each of the following definitions can be applied to

the high technology service business regarding customer satisfaction.:

Definition 1: Customer satisfaction is equivalent to making sure that product and

service performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the

outcome of a business transaction is equal to or greater than his/her expectation.

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Definition 3: Customer satisfaction occurs when the acquisition of products

and /or services provides a minimum negative departure from expectations when

compared with other acquisitions.

Definition 4: Customer satisfaction is the state of mind that customers have about

a company when their expectations have been met or exceeded over the lifetime

of the product or service. The achievement of customer satisfaction leads to

company loyalty and product repurchase. Whereas Customer focus is a

management philosophy and way of doing business that is a key to growth andprofitability. The idea behind "Customer focus" is that your company must

understand what your customers want, and provide it to them at an attractive

price.

(Survey Services Expert Articles - Customer Satisfaction

By: William Bleuel, Ph.D. - Saturday, February 12, 2005)

IMPORTANCE OF CUSTOMER SATISFACTION:

It is said:

It takes continuous effort

to maintain high customer

satisfaction levels.

As markets shrink, companies are scrambling to boost customer satisfaction and

keep their current customers rather than devoting additional resources to chase

potential new customers. The claim that it costs five to eight times as much to get

new customers than to hold on to old ones is key to understanding the drive

toward benchmarking and tracking customer satisfaction.

)Charles Bernstein, "The two restaurant kings: Customers, Managers," Nation's restaurant news

(May 7th, 1990) Pg: 41)

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Customer service is not merely customer relations or how nice frontline workers

are to customers. Rather, satisfying or even delighting customers is the goal of

excellent customer service. Because customers for different types of services

have different needs, customer service strategies will differ and must be tailored

to the target customer.

Competitors that are prospering in the new global economy recognize that

measuring customer satisfaction is key. Only by doing so can they hold on to the

customers they have and understand how to better attract new customers. The

competitors who will be successful recognize that customer satisfaction is a

critical strategic weapon that can bring increased market share and increased

profits. Plans constructed using customer satisfaction research results can be

designed to target customers and processes that are most able to extend profits.

BY KEVIN CACIOPPO (MEASURING AND MANAGEING CUSTOMER SATISFACTION)

According to a research project by the Australian Food Marketing Center, Victoria

University, satisfaction with product or service offerings is influenced by a variety

of factors such as quality, price, timeliness, and performance several of these

factors, are in turn, influenced by customer perceptions and expectations.

Customer perceptions and expectations often result from evaluation of alternative

product and service offerings and the uniqueness of customer needs and wants.

In order to achieve typical business objectives, companies need to fully

understand their customer expectations before they can effectively improve

satisfaction levels.

(By Dr. Suku Bhaskaran

Director Australian Food Marketing Center, Victoria University, 301 Flinders Lane)

CUSTOMER SATISFACTION MEASUREMENT FACTS:

A 5-percent increase in loyalty can increase profits by 25%-85%.

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A very satisfied customer is nearly six times more likely to be loyal and to

repurchase and/or recommend your product than is a customer who is just

satisfied.

Only 4 percent of dissatisfied customers will complain.

The average customer with a problem eventually tells nine other people.

Satisfied customers tell five other people about their good treatment.

A market trader has a continuous finger on the pulse of customer satisfaction.

Direct contact with customers indicates what he is doing right or where he is

going wrong.

MEASURING CUSTOMER SATISFACTION: Measuring satisfaction is

necessary because it reveals the voice of your customer. Properly done, this

tells you which aspects of your product, service or brand will return the

greatest impact on the OUTCOME called loyalty behavior. (Dining Room andBanquet Management -Thomson Delmar publishers- Page 27By Anthony J Strianese, Pamela P Strianese -

2003 - 413 pages)

CUSTOMER LOYALTY: Loyalty BEHAVIOR means the act of customers making

repeat purchases of their current brand, rather than choosing a competitor brand

instead. Loyalty is so valuable because it has a huge impact on market share.

Established repeat customers may often generate superior profit margins. They

require less customer care, have less price sensitivity, need fewer advertisingand promotional inducements, they refer their family and friends to your brand

and so on.Ruth Fantasia, speech given to the capital district chapter of the national restaurantassociation May 2000, Saratoga Springs New York

FACTORS THAT EFFECT CUSTOMER SATISFACTION

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Satisfaction with product or service offerings is influenced by a variety of factors

such as quality, price, taste, timeliness, environment and performance. Several

of these factors, are in turn influenced by customer perceptions and

expectations. Customer perceptions and expectations often result from

evaluation of alternative product and service offerings and the uniqueness of

customer needs and wants.

"Satisfaction" itself can refer to a number of different facts of the relationship with

a customer. For example, it can refer to any or all of the following:

Satisfaction with the quality of a particular product or service

Satisfaction with an ongoing business relationship

Satisfaction with the price-performance ratio of a product or service

Satisfaction because a product/service met or exceeded the customer's

expectations

[Charles Bernstein, "The two restaurant kings: Customers, Managers," Nation's restaurant news

(May 7th, 1990) Pg: 41]

In the public sector, good customer service generates satisfied or delighted

customers. Satisfied customers lead to increased compliance, improved

information exchange, improved relationships, increased trust, and potentially,

decreased workloads or costs.

In the private sector, good customer service leads to satisfied or delighted

customers, which generates customer loyalty, which produces increased

revenues and reduced costs.

www.powerdecision.com/customersatisfaction

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TOPIC

FACTORS THAT INFLUENCES CUSTOMER SATISFACTION OF PEARL

CONTINENTAL RAWALPINDI

PROBLEM STATMENT

1. How could the high level of customer satisfaction be achieved for PC

Rawalpindi?

PURPOSE OF STUDY

The main objective of the research is that, to find out the factors that affects the

customers satisfaction, which is the only way to increase the productivity of the

hotel, and how could the high level of customer satisfaction be achieved for PC,

which are the factors the management should emphasize on, and where its

lacking in terms to get maximum customer satisfaction because if customer

would be satisfied with the hotel it would be loyal to hotel and productivity of the

hotel will tend to increase. It is a challenge for PCHR to maintain the standard of

services and customer satisfaction is very crucial, and the biggest challenge for

PC is to maintain its standard and keep on providing the quality services. The

most basic objective of that customer satisfaction-surveying program is to

generate valid and consistent customer feedback (i.e., to receive the voice of the

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customer, which can then be used to initiate strategies that will retain customers

and thus protect the most valuable corporate asset--loyal customers).

The schematic preview of the theoretical framework:

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Quality of food

Prices

Nutritious value

Comfortable

Environment

Fast and efficient

services

Satisfaction with

taste

Customer

satisfaction


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HYPOTHESIS:

Null hypothesis

H0 : =0

Customer satisfaction in case of PC Rawalpindi does not depend on quality of

food, prices, nutritious value, confirmable environment, efficient services and

satisfaction with taste.

Alternative hypothesis

H1 : 0

Customer satisfaction in case of PC Rawalpindi depends on the quality of food.

H2 : 0

Customer satisfaction in case of PC Rawalpindi depends on the prices.

H3 : 0

Customer satisfaction in case of PC Rawalpindi depends on the nutritious value

H4 : 0

Customer satisfaction in case of PC Rawalpindi depends on the comfortable

environment

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H5 : 0

Customer satisfaction in case of PC Rawalpindi depends on the efficient

services.

H6 : 0

Customer satisfaction in case of PC Rawalpindi depends on the satisfaction with

taste.

THEORETICAL FRAMEWORK

The variable of primary interest to this research is the dependent variable of

customer satisfaction. The variance in this variable is attempted to be explained

by six independent variables.

Quality of food

Prices

Nutritious value

Comfortable Environment

Fast and efficient services

Satisfaction with taste

RELATIONSHIPS AMONG THE VARIABLES

The less the level of quality the greater would be the dissatisfaction of customer.

This is because the aspects or characteristics, which are necessary to satisfy the

customer, include quality, worth and eminence. If they do not get high quality

food then of course customer will never be satisfied because mostly people are

quality conscious. Unless there is high quality food, the satisfaction level of

customers would decline continuously. The less the level of eminence the less

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would be the sense of happiness and contentment that the customers feel

towards the food.

Everyone in this world likes to eat that food which is not only good in quality but

also have a good taste and provide customers nutritious value. If the customers

will get good quality food but that food is taste less and also increase the calories

than high quality of food is of no benefit. The less the taste level the more

dissatisfaction occurs among customer.

An other important variable, which influences the level of customer satisfaction, is

the environment and cultural differences. It is widely acknowledged that food

choice is subject to cultural differences. As everybody knows, taste preferences

differ between countries, but also the perception of what is healthy, what is

convenient, and which types of production are acceptable may differ. Like the

people of Pakistan like to eat spicy food and give preference to the product of

meat while on the other hand Indian give preference to product having vegetable

and people of western countries dont like spicy food, and a big number of PCcustomers are foreigners.

THE NATURE AND DIRECTION OF RELATIONSHIPS:

From the above discussion it is clear that the lower the level of quality, the higher

would be the level of customer dissatisfaction. Thus a negative relationship exists

between these two variables. Moreover, the relationship between' the level of

taste, prices texture and the level of customer satisfaction is negative i.e., with

the decrease in the levels of the above-mentioned independent variables, the

level of satisfaction increases.

WHY IS THIS RELATIONSHIPS EXPECTED TO EXIST?

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From our previous findings we can say that:

Lower levels of quality decrease the satisfaction of customer, then the

productivity

Low level of taste and flavor makes the customer dissatisfied that effects

revenue

A low level of services and nutritious value result in a unhappiness in result

loss of revenue or productivity

The less proper pricing of a food, less of the customer will attracted

The higher will be the nutrition value, the higher will be customer satisfaction

If the customers will be served well, they will be more satisfied

PROCEDURE/ RESEARCH DESIGN DETAILS

INSTRUMENTS FOR DATA COLLECTION

On ground observations

Questionnaire

NATURE OF STUDY:

This report attempted to analyze the relationships between the dependent and

independent variables, so this study was analytical in nature. Cross-sectional or

longitudinal study, this study is cross-sectional in nature as the data was

collected over a period of three months and also the study is not continuation of

any previous study.

STUDY SETTING:

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The variables in this study were neither controlled nor manipulated, and no

artificial setting was created for the study so this is a field study.

TIME HORIZON:

The data for this research were collected over a six-month period. Because the

team on this organization had done no previous research, so the study was

cross-sectional in nature.

UNIT OF ANALYSIS: Individual

The researchers were interested in measuring the level of satisfaction on the part

of the customers, so the unit of analysis for this project was each individual

customer.

DISCRIPTIVE STUDY

This study is a descriptive study because this study is undertaken in order to

ascertain and be able to describe the characteristics of the variable such as food,

quality, services, environment, customer care that effects on customer

satisfaction that leads to high productivity. The goal of this study is to offer a

profile or to describe relevant aspects of the phenomena of interest from an

individual and organization.

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METHOD SECTION

POPULATION

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

Sampling design

Proportionate stratified random sampling

As pearl continental hotel have four outlets for its customers, Bukhara, Tai Pan,

Marco Polo, and Front page.

The Bukhara Restaurant offers a variety of traditional barbecue dishes and at

Tai Pan, sumptuous Chinese cuisine is served in an elegant setting. Pakistani

and Continental food is served at the Marco Polo. I have taken the number of

samples (customers) from each outlet using Proportionate stratified randomsampling (25% of the elements from each outlet). I have taken the sample of 30

customers.

WHEN WAS THE DATA COLLECTED:

For the purpose of collection of data visits, personal observations and

questionnaires were distributed. The questionnaires were administered

personally and were collected on the same day. For the people who could not

understand it personal guidance was provided, so that the answers are notambiguous. Each person, on average took almost 15 minutes to respond. It was

assured to the employees that their responses would be kept confidential, so that

any sort of bias could be avoided

MAIN VARIABLES:

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The variables of primary interest to this research are the dependent variable and

independent variable, which are as follows: -

INDEPENDENT VARIABLES:

Prices

Quality

Taste

Services

Environment

Nutritious value

DEPENDENT VARIABLE:

Customer satisfaction

INDEPENDENT VARIABLES

PRICES: Customer satisfaction is also inextricably linked to price. We canbe satisfied with a product that performs adequately when the cost is low,

yet we may be dissatisfied with adequate performance if we've paid more.

So if price is the weakest foundation for a brand, then why have an

objective that varies according to the price paid? Additionally, a

commitment to increasing customer satisfaction usually means increasing

costs, with an unknown effect on profitability. The problem is compounded

when customer satisfaction is tied to compensation. That can lead to

"purchasing" customer satisfaction with lower pricing or to resistance to

innovation or other changes that could impact satisfaction

levels.Satisfaction is important, but in the customer economy, it is no

longer enough. Customer satisfaction provides little guidance about what's

wrong, how to fix it, or even whether a customer is worthy of satisfaction.

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Even worse, it can distract from increased profitability or customer equity.

So stop looking for warm-and-fuzziness from customers, and start looking

for the definitive ways they hold you accountable to their bottom line.

( Quality Facility Management: A Marketing andCustomer Service Approach - Page

70, By Stormy Friday, David G. Cotts - 1994 - 240 pages-john Wiley and sons inc )

QUALITY:

Customer satisfaction and customer value have become the priority of both

manufacturers and service provider in the increasingly intensified competition

for customers in today's customer-centered era. However, findings regarding

service quality, customer satisfaction and customer value are rather divergent

and related studies are fragmented, especially for the complicated

interrelationships among them to improved quality, reduced cost and

increased customer satisfaction.

In an ideal capital market companies will produce their product to meet consumer

tastes, the more competition that enters the market, the better the quality and

prices.

TASTE:

The main focus of the fast food industry, unless otherwise directly stated by the

corporation, is the taste of food, not the nutritional value. Consideration of

savings and customer satisfaction with taste are kept in perspective. The current

image of an innutritious and barely satisfying taste actually helps the industry.

The lowered expectations, mostly based upon a consumers value of product

versus cost, allow the fast food industry to operate at lower standards than other

restaurants.

SERVICES:

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

sanitary and safe.

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ENVIRONMENT:

To justify the description 'healthy eating environment' it is essential that high

standards of food safety and hygiene be guaranteed throughout the premises.

No smoking is considered to be the norm. Non-smoking areas must be

clearly indicated.

NUTRITIOUS VALUE:

Providing healthy food choices indicating and identifying healthier alternatives

prepared in a healthier way, offering more fiber and less fat with a vast choice of

food like continental, desi, chines, fast food., salt and sugar e.g. use of oils, low

in saturates and rich in mono-unsaturated and offering a choice of lower-fat

vegetarian main dishes.

PROBLEMS OF VALIDITY:

As the data collected was primary as well as secondary i.e. it was collected from

the customers of Pearl Continental but the occurrence of choices of other five

star hotels in market may led to the change in tastes and preferences of

customers.

BIAS:

There was no bias in my study.

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Sample of Questionnaire

You are requested to kindly fill questionnaire to help in a study being carried out to know

the hotels customer satisfaction level. The information will not be disclosed except to be

used in libraries to help students.

SAMIA SAFDAR (MBA-MARKETING NUML)

Did you visit PCHR as?

Single Family Friends

Colleagues

How do you rate PCHR (PC hotel Rawalpindi)?

Outstanding good normal poor Disappointing

1 2 3 4 5

Do you like Food quality?

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Do you like Hotel dcor?

Do you like Speed of service?

Do you like Courtesy of

Employees?

Do you like Cleanlinessin hotel?

Value for money you aregetting here?

How is Customer care?

Rate Privilege card

Facility?

Overall experienceat PC?

Strongly Somewhat Agree nor Somewhat Strongly

Disagree Disagreee Disagre agree Agree 5 4 3 2 1

Food is as good

as expected?

Services are as goodas they used to be

Im satisfied with the

price I pay

Lower prices can stillbe profitable

Hotel is justified incharging its prices

Environment iscomfortable?

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Every one at PCis polite

Would you recommend

PC to others?

Any comments you would like to give?

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

Tell us about yourself

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

Locality - - - - - - - - - - -

Thank you so much for your time and interest

Graphical representation

1 - Did u visit PC RWP as?

Frequency

Single 3Family 18Friends 10Colleagues 3Others 0Total 34

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colleagues

friends

family

single

did u visit PC RWP as

2 - How do u rate PC RWP in food?

Frequency

Poor 2Normal 7Good 9Outstanding 16Total 34

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outstanding

good

normal

poor

how do u rate PC RWPin food

3-How do u rate PC RWP in hotel dcor?

Frequency

Outstanding

Good

Normal

20

11

3Poor

Disappointing

0

0Total 34

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outstanding

good

normal

how do u rate PC RWP in hotel decor

4- How do u rate PC RWP in speed of service?

Frequency

Outstanding

Good

Normal

9

15

10Poor 0

Disappointing 0Total 34

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outstanding

good

normal

how do u rate PC RWP in speed of service

5- How do u rate PC RWP in courtesy?

Frequency

Outstanding

Good

Normal

20

14

0Poor 0

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Disappointing 0

Total 34

outstanding

good

how do u rate PC RWP in courtesy

6- How do u rate PC RWP in cleanliness?

Frequency

Outstandin

g Good

Normal

24

10

0Poor 0Disappointi

ng0

35


36/53

Total 34

outstandinggood

how do u rate PC RWP in cleanliness

7- how do you rate PC RWP in value for money?

Frequency

Outstanding

Good

Normal

6

17

11Poor 0

Disappointing 0Total 34

36


37/53

outstanding

good

normal

How do you rate PC RWP in value for money

8 - How do you rate PC RWP in providing privilege card facility?

Frequency

Outstanding

Good

Normal

0

11

13Poor 10Disappointing 0

Total 34

37


38/53

good

normal

poor

how do you rate PC RWP in providing privilege card facility

9- how do you rate PC RWP in providing customer care?

FrequencyOutstanding

Good

Normal

12

11

11Poor 0Disappointing 0Total 34

38


39/53

outstanding

good

normal

how do you rate PC RWP in prviding customer care

10- How was your overall experience at PC RWP?

Frequency

Outstanding

Good

Normal

19

12

3Poor 0Disappointing 0Total 34

39


40/53

outstanding

good

normal

how was your overall experience at PC RWP

11- Food is as good as expected?

Frequency

Strongly agree

Somewhat agree

19

10Neither 4Somewhat disagree

Strongly disagree

1

0Total 34

40


41/53

strongly agree

somewhat agree

neither

somewhat disagree

Food is as good as expected?

12 - Services are as good as they used to be?

Frequency

Valid Strongly agree

Somewhat agree

18

11

Neither 5Somewhat Disagree

Strongly disagree

0

0Total 34

41


42/53

strongly agree

somewhat agree

neither

Services are as good as they used to be?

13-I am satisfied with the price I pay?

Frequency


Somewhat agree

2

22Neither 9

Somewhat DisagreeStrongly disagree

01

Total 34

42


43/53

strongly agree

somewhat agree

neither

strongly disagree

I am satisfied with the price i pay

14 - Lower prices can still be easier for me?

Frequency


Somewhat agree

31

3Neither 0Somewhat

Disagree

Strongly disagree

0

0

Total 34

43


44/53

strongly agree

somewhat agree

Lower prices can still be easier for me?

15 - Hotel is justified in charging its prices?

Frequency


Somewhat agree

0

23Neither 11Somewhat

Disagree

Strongly disagree

0

0

Total 34

44


45/53

somewhat agree

neither

Hotel is justified in charging its prices?

16 - Every one at PC RWP is polite?

Frequency


Somewhat agree

21

13Neither 0Somewhat Disagree

Strongly disagree

0

0

Total 34

45


46/53

strongly agree

somewhat agree

Every one at PC RWP is polite?

17- Environment is comfortable?

Frequency


Somewhat agree

22

11

Neither 1Somewhat

Disagree

Strongly disagree

0

0

Total 34

46


47/53

strongly agree

somewhat agree

neither

Enviornment is comfortable?

18 - Would you recommend PC RWP to your friends and colleagues?

Frequency


Somewhat agree

28

6Neither 0

SomewhatDisagree

Strongly disagree

0

0

Total 34

47


48/53

strongly agree

somewhat agree

Would you recommend PC RWP to your friends and collegues

Null hypothesis

H0 : =0

Customer satisfaction in case of PC Rawalpindi does not depend on quality of

food, prices, nutritious value, confirmable environment, efficient services and

satisfaction with taste.

Alternative hypothesis

H1 : 0

Customer satisfaction in case of PC Rawalpindi depends on the quality of food.

H2 : 0Customer satisfaction in case of PC Rawalpindi depends on the prices.

H3 : 0

Customer satisfaction in case of PC Rawalpindi depends on the nutritious value

H4 : 0

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Customer satisfaction in case of PC Rawalpindi depends on the comfortable

environment

H5 : 0

Customer satisfaction in case of PC Rawalpindi depends on the efficient

services.

H6 : 0

Customer satisfaction in case of PC Rawalpindi depends on the satisfaction with

taste.

Level of significance:

=0.05

Test statistics:

2 = (Oi ei)2 / ei

Calculation:

Observation

s

Expected

Frequenc

y (oi - ei)2 (oi - ei)

2/ ei

(Oi) EiStronglyAgre

e 270 122.4 21785.76 177.98

Somewhat

agree 227 122.4 10941.16 89.39

Agree nor

Disagree 98 122.4 619.76 5.06

49


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Somewhat

Disagree 16 122.4 11320.96 92.49

Strongly

disagree 1 122.4 14737.96 120.40

612 485.32

2cal =485.32

Critical region:

2(k-1, ) =

24,0.05) = 9.49

Conclusion:

485.32> 9.49

Calculated value is greater than the tabulated value so we reject Null Hypothesis

and accept Alternative Hypothesis.

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LITERATURE REVIEW

Books/Articles on customer satisfaction

Research notes By Dr. Suku Bhaskaran, Director Australian Food

Marketing Center, Victoria University, 301 Flinders Lane

Handbook of Customer Satisfaction and Loyalty MeasurementBy Nigel Hill Gower Publishing, Ltd.- 2000 - 290 pages

Making Customer Service Happen: A Simple and Effective Guide to

Achieving Customer Satisfaction...

By Kristne Hickey, Neville Lake publisher lea Dawson- 2001 - 128 page

Best Practices in Customer Service - Page 405

By Amacom publications New York- 1999 - 414 pages

Know Your Customer: New Approaches to Understanding Customer

Value and Satisfaction - Page 221

By Woodruff and Sarah fisher-blach well publishing UK - 1996 - 360 pages

Quality Facility Management: A Marketing and Customer Service

Approach - Page 70

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By Stormy Friday, David G. Cotts - 1994 - 240 pages-john Wiley and sons

inc

Delighting Customers: How to Build a Customer-Driven Organization -

Page 17

By P Donovan -publisher Springer-1995 - 272 pages

Nation's restaurant news 33, no.37 (September 13,1999); "operators fine-

tune fundamentals, forge stronger links to loyalty."Pg.85;"customer

satisfaction service," Robin lee Allen,

Pg.86-88;"Customer satisfaction: customer vs. customer Paul frumkin,

pg.122-124

BOOKS/ARTICLES ON HOTEL AND RESTURANTS

Dining Room and Banquet Management -Thomson Delmar publishers-

Page 27

By Anthony J Strianese, Pamela P Strianese - 2003 - 413 pages

Best Practices for Customer Service -published by HRD press- Page 459

By Zemke Ron, Woods John - 1998 - 600 pages

Key Customers: How to Manage Them Profitably - Page 6

By Malcolm McDonald, Beth Rogers, Diana Woodburn - 2000 - 319

pages, Elsevier publishers

Noel Cullen, Ed.D, CMC, AAC, "Opening a successful restaurant", the

national culinary review (July 1999) 4,6 page.

Ruth Fantasia, speech given to the capital district chapter of the national

restaurant association May 2000, Saratoga Springs New York

Charles Bernstein, "The two restaurant kings: Customers, Managers,"Nation's restaurant news (May 7th, 1990) Pg: 41

RELATED SITES

Customer Service Secrets

Top leaders discuss how they serve their customers.

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www.secretsofsuccess.com

Customer Survey Guidebook

www.greatbrook.com

www.pchotels.com/pchr
http://www.greatbrook.com/http://www.greatbrook.com/

Documents

Pc Dissertation 1 Final