A Study on Customer Satisfaction in Hotel Industry With Special Reference to JC Residency, Madurai

Abstract

The researcher undertook the project on “A Study on Customer satisfaction in JC Residency, Madurai”. A period of 90 days was undertaken to complete the project with the inputs being collected by the ways ofprimary and secondary data. While secondary data were collected from books, references and electronic media, the primary day was basically designed in the questionnaire format covering various points to be responded by the respondents. It had both open ended as well as close ended structured questions. The researcher took the customers of JC Residency. The Research is descriptive in nature as it involves representation of opinions of the respondents. The sample size is 150 guests of the hotel and the sampling method being Simple Random Sampling which each item has equal chance of getting selected. The researcher on collection of primary data through the questionnaire format used tabular analysis and percentage analysis to find the inferences, Chi-square andFactor Analysis, weighted average method to find the level of satisfaction of various facilities offered by JC Residency. Based on analysis set above findings with regard to the various questions responded by the respondents Suggestions were provided for the betterment of the Organization.