A Study of Customer Satisfaction Towards Marriott Hotel, Jaipur

International Journal of Management (IJM)
Volume 11, Issue 9, September 2020, pp. 869-894, Article ID: IJM_11_09_081
Available online at http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=9
ISSN Print: 0976-6502 and ISSN Online: 0976-6510
DOI: 10.34218/IJM.11.9.2020.081
© IAEME Publication Scopus Indexed
A STUDY OF CUSTOMER SATISFACTION

TOWARDS MARRIOTT HOTEL, JAIPUR
Naman Gupta
International Business 2019-21, Sri Balaji University, India
ABSTRACT
The hotel industry has been one of the most spirited industries especially in the
21st century. The hotel industry is the servicing business conducting another
important branch in the economic development of the country. It is acknowledged that
the hotel industry brings a high returns to the country.
Most of the research has been done in other states of India. None of the study had
been covered up in the Northern side of Rajasthan [Jaipur State]. Most of the
research had been done on the basis of primary data in various sectors. None of the
study had been covered up to find out the customer satisfaction inside the hotel
industry in Marriott Hotel. This research has cover up respondents of Marriott Hotel
with indication to satisfaction level in the services of the hotel industry.
This research has been an insight into the mind of the consumer, with the help of
which the organizations has become conscious of their pitfalls and in turn can also
make improvements in the services regarding the level of satisfaction of the consumers
towards their offerings . The basic need of this project was to know the “Satisfaction”
amongst the respondents, with regard to “MARRIOTT HOTEL” services and its
products.
Key words: COVID-19, Cybercrimes, Cyber criminals, internet Pandemic
Cite this Article: Naman Gupta, A Study of Customer Satisfaction towards Marriott
Hotel, Jaipur, International Journal of Management, 11(9), 2020, pp. 869-894.
http://www.iaeme.com/IJM/issues.asp?JType=IJM&VType=11&IType=9
1. INTRODUCTION
 The purpose of the research aims at understanding the satisfaction of consumers of the
Hotel Industry with special reference to Marriott Hotel.
 This research will focus on the customer satisfaction regarding products and services
of Marriott Hotel which has become one of the famous hotel of today’s world.
 In this I will try to analyze the factors affecting the customer satisfaction.
 The research will be confined to the customer’s based in Jaipur.
http://www.iaeme.com/IJM/index.asp 869 editor@iaeme.com
Electronic copy available at: https://ssrn.com/abstract=3711307

A Study of Customer Satisfaction towards Marriott Hotel, Jaipur
2. INDUSTRY PROFILE
Marriott was founded by J. Willard Marriott when he and his wife, Alice Sheets Marriott,
opened a root beer stand in Washington, D.C. in year 1927. The Marriott later extended their
venture into a chain of restaurants and hotels. Marriott International, Inc. is a foremost
hospitality company formed in 1993 when Marriott Corporation split into two companies,
Marriott International and Host Marriott Corporation. This group is having 30 hotel brands in
131 countries with more than 7000 properties. Marriott’s head office is located in Bethesda,
MD, USA, and reported revenues of nearly $20.75 billion in year 2018. The group is having
84 hotels with 15 brands in all over India.
Jaipur Marriott is located at JLN Marg at Malviya Nagar, Jaipur. This hotel is built up
with 7 floors including 349 rooms, 17 suites and 9 meeting rooms. The hotel uses a merge of
promotional tools with advertising in all suitable media, sales promotional offers and
faithfulness programs. Jaipur Marriott, the current & stylish hotel is now the state’s largest
hotel in terms of rooms and event space and is well on its way to becoming a cooking sight
with seven separate food and drink outlets and 28,911 square feet of meeting space.
3. RESEARCH GAP
A lot of research has been done on Customer satisfaction towards hotel industry (A case on
Marriott Hotel) . Jaipur the capital of Rajasthan has started seeing development in the area of
hotel industry and very few researches has been done in this area related to the particular
topic. Most of the research paper which has been viewed was basically focused on the various
factors related to Employees behavior and their satisfaction in the Marriott Hotel but scanty
research work has been done that contribute towards Customer Satisfaction towards Hotel
Industry.
So in the present study gap which has been identified by the researcher is to know the
Customer Satisfaction towards Hotel Industry (A case of Marriott Hotel)
4. RESEARCH OBJECTIVES
 To identify the factors affecting customer satisfaction towards Marriott Hotel.
5. HYPOTHESIS
[H1] - There is a significant impact of F.O. / Reception on customer satisfaction.
[H2] - There is a significant impact of Housekeeping on customer satisfaction.
[H3] - There is a significant impact of Food and Beverages on customer satisfaction.
[H4] - There is a significant impact of Service on customer satisfaction.
[H5] - There is a significant impact of Ambience on customer satisfaction.
[H6] - There is a significant impact of Cleanliness on customer satisfaction.
5. LITERATURE REVIEW
A literature review is a type of review article. A Literature review is a scholarly paper, which
incorporates the current information including considerable discoveries, just as hypothetical
and methodological commitments to a specific theme. Literature review are optional sources,
and don't report new or unique test work. Frequently connected with academic-oriented
literature, such reviews are found in academic journals, and are not to be mistaken for book
surveys that may likewise show up in a similar distribution. Writing reviews are a reason for
look into in almost every academic field. A narrow scope literature review might be
incorporated as a component of a peer-reviewed journal article introducing new research,

Naman Gupta
serving to arrange the momentum concentrate inside the body of the applicable writing and to
give context to the reader. In such a case, the review as a rule goes before the approach and
results areas of the work.
1. Muffato and Panizzolo12 (2008) additionally proposed that consumer loyalty is
viewed as one of the most significant serious elements for the future and will be the best
pointer of a company's profitability. They further recommend that consumer loyalty will drive
firms to improve their prominence and image, to decrease client turnover and to expand
consideration regarding client needs. Such activities will assist firms with making boundaries
to exchanging and improve business relationships with their clients.
2. Bhatia, A.K. (2008)7 has made certain proposal with respect to the degree of interest
for settlement services. He propose that while figuring the prerequisite of rooms, different
variable are required to be viewed as like duration of stay of a visitor and inhabitance paces of
traveler convenience. In the event that the yearly inhabitance would be higher, at that point
the quantity of rooms or beds required for the guests would be high and the other way around.
3. Dharmrajan (2008)The specific recommendation in regards to the degree of interest
for accommodation services. He recommend that while computing the prerequisite of rooms,
different variable are required to be viewed as like span of remain of a vacationer and
inhabitance paces of visitor convenience.
4. Kachru, Arun (2010), in his paper, concludes that every hotel offers work to 3 direct
specialists while by implication 9 laborers are utilized. Further significant job of hotel
industry is creation of employment and foreign exchange income.
5. Wuest et al. (2010) characterized the view of hotel credits as how much visitors may
discover different and services for their stay in an inn. Inn's characteristics, for example,
tidiness, cost , area, security, individual help, physical allure, opportunities for relaxation,
standard of services, engaging picture, and notoriety are perceived as conclusive by voyagers
to evaluate the nature of the inn.
6. Batra M. (2016), Service holding, Service idealness, Service accessibility, Service
correspondence are not demonstrating acceptable outcomes however these variables are
similarly significant parameters of service quality. All the parameters particularly service
bonding ought to be viewed truly. So all the concerned hotels must attempt to enhance these
fronts. It is amusing that all the inns under investigation are five star and regardless of
charging significant expenses of the administrations, they are performing miserably on
Service Customization, Service Inclination and Service recuperation parameters.
7. Guha (2016)11, while featuring the significance of the hotel business in Indian tourism
has proposed that the inn needs to give essential accommodation benefits other than doing
advertising (promotions) of rooms, food supply, and so forth. He proposes methods of most
extreme use of the limit and approaches to build tourist inflow.
8. Edwin N. Torres and Sheryl Kline (2006) in their article, try to build up a
administrative model, which would aid the effective administration of client relations. Their
investigation depicts the ideas of satisfaction and enjoyment; their foundation and potential
results.
9. Miguel Ignacio Gomez et al (2003) directed a study to gauge the connections between
store characteristic discernments and consumer loyalty, and between client fulfillment and
deals execution in food and retail part. The study incorporates the estimation of complexities
of the fulfillment deals execution joins dependent on experimental model of first contrasts.
The examination explains that consumer loyalty is crucial to the formation of an effective
business methodology. The investigation refers to that Anderson and, Sullivan (1993)
addressed the simultaneous estimation of antecedents to and outcomes of consumer loyalty.

Their model distinguishes factors that decide Consumer loyalty, which thus have a positive
relationship with money related execution.
10. Willard Hom (2000) presents two comprehensively characterized consumer loyalty
models viz. Macro-models, which place the consumer loyalty among a lot of related develops
in promoting research and Micro-models, which speculate the components of consumer
loyalty. The paper additionally gives different models of customer satisfaction from the
viewpoint of the showcasing research discipline. The ideas viz. esteem, quality, complaining
behavior, and loyalty are named as 'large scale models' The marketing research literature
introduced in this investigation widely covers the components that make up the idea of
consumer loyalty viz. disconfirmation of desires, value, attribution, influence, and regret.
These traits are gathered under 'micro-models'.
6. RESEARCH METHODOLOGY
Research Design
A research design is the arrangement of techniques and procedures used in gathering and
investigating proportion of the factors indicated in the examination issue. Here,
Phenomenological Method of Qualitative Research design has been used to do the further
examination.
Research Instrument
Structured questionnaire was used as a research instrument to collect the data.
Data Collection
 Primary data is collected through an established questionnaire as a research tool.
 Secondary data has been gathered from journals, articles, organization, websites and
reports. It is the most famous method used when the populace and pattern are big in
size. The questionnaire includes a set of questions in proper series.
Sampling Technique
Non-Probability purposive sampling has been used to justify the research.
Sample Size
Samples are representative of the whole population. In this research, 100 responses have been
taken for the purpose of study.
Statistical Tools
 Descriptive Analysis- With using Microsoft Excel and IBM SPSS 22. Mean, Median
and Frequency of the responses will be compiled in SPSS and Microsoft Excel.
 Inferential Analysis- Hypothesis testing through Multiple Pearson Correlation Test.
 Self-designed questionnaire was used for the evaluation of factors affecting consumer
satisfaction towards. Data was collected on Liker’s type scale, where 1 stood for
minimum satisfaction and 4 stood for dissatisfied.

Naman Gupta
7. DATA ANALYSIS & INTERPRETATION

7.1. Descriptive Data Analysis
Age
Table 1
Frequency Percent
18-25 years 86 86.0
26-35 years 7 7.0
36-45 years 4 4.0
46 and above years 3 3.0
Total 100 100.0
AGE
18-25 years 26-35 years 36-45 years 46 and above years
4% 3%
7%
86%
Chart 1
Data Interpretation
According to the survey conducted most of the people fall in the age group of 18-25 years. It
says that 7 people fall in the age group of 26-35, 4 people fall in the group of 36-45 years and
3 in 46 and above age group.
Gender
Table 2
Frequency Percent
Male 47 47.0
Female 53 53.0
Total 100 100.0

GENDER
Male Female
47%
53%
Chart.2
Data Interpretation
According to the survey conducted it is observed that out of 100 respondents 47 are males and
53are females.
Income
Table 3
Frequency Percent
Below 2 lakh 36 36.0
2 lakh- 4 lakh 32 32.0
4 lakh- 6 lakh 17 17.0
Above 6 lakh 15 15.0
Total 100 100.0
INCOME
Below 2 lakh 2 lakh- 4 lakh 4 lakh- 6 lakh Above 6 lakh
15% 36%
17%
32%
Chart 3
Data Interpretation
According to the survey conducted most of the people fall in the income group below 2 lakh.
It says 15 people fall in above 6 lakhs and that 32people fall in the income group between 2- 4
lakhs, 17people fall in the group between 4-6 lakhs and above income group.

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Educational Qualification
Table 4
Frequency Percent
Higher Secondary 38 38.0
Undergraduate 36 36.0
Post Graduate 26 26.0
Total 100 100.0
EDUCATION QUALIFICATION
Valid Higher Secondary Valid Undergraduate
Valid Post Graduate Valid Total
19%
50%
18%
13%
Chart 4
Data Interpretation
According to the survey conducted it is observed that out of 100 respondents, 38 respondents
fall in the category of higher secondary whereas 36 fall in the category of undergraduate, 26
in the category of post graduate.
Employment
Table 5
Frequency Percent
Homemaker 5 5.0
Unemployed 18 18.0
Part Time Employed 25 25.0
Full Time Employed 47 47.0
Others 5 5.0
Total 100 100.0

EMPLOYMENT
Homemaker Unemployed Part Time Employed
Full Time Employed Others
5% 5%
18%
47%
25%
Chart 5
Data Interpretation
According to the survey conducted out of 100 respondents 47 fall in the category of full time
employment, 25 fall in the category of Part time employment, 18 fall in the category of
unemployment, 5 fall in the category of Homemaker and rest 5 fall in Others.
What is the approximate number of times you have visited Marriott hotel?
Table 6
Frequency Percent
This is my first visit 52 52.0
5-10 visits 24 24.0
I visit this hotel once in a month 20 20.0
I visit this hotel weekly 4 4.0
Total 100 100.0
What is the approximate number of times you have

visited Marriott hotel?
Valid This is my first visit Valid 5-10 visits
Valid I visit this hotel once in a month Valid I visit this hotel weekly
4%
20%
52%
24%
Chart 6

Naman Gupta
Data Interpretation
According to the survey conducted it is observed that out of 100 respondents 52 respondents
have visited for the first time, 24 respondents had 5-10 visits, 20 respondents visit once in a
month and 4 respondents visit the hotel weekly.
What is the average number of days you spend in Marriott Hotel?

Table 7
Frequency Percent
Less than 3 days 59 59.0
3-5 days 3 3.0
1 week 32 32.0
Over a month 6 6.0
Total 100 100.0
What is the average number of days you spend in

Marriott hotel?
Valid Less than 3 days Valid 3-5 days Valid 1 week Valid Over a month
6%
32%
59%
3%
Chart 7
Data Interpretation
spend less than 3 days, 3 respondents spend 3-5 days, 32 respondents spend 1 week and 6
respondents spend over a month
What is the specific reason that brought you Marriott Hotel?

Table 8
Frequency Percent
Holiday 40 40.0
Work 13 13.0
Company collaboration 10 10.0
Pleasure 37 37.0
Total 100 100.0

What is the specific reason that brought you Marriott

Hotel?
Valid Holiday Valid Work Valid Company collaboration Valid Pleasure
37% 40%
10% 13%
Chart 8
Data Interpretation
According to the survey conducted it is observed that out of 100 respondents Holiday is the
reason for 40 respondents, Work is the reason for 13 respondents, Company Collaboration is
the reason for 10 respondents, Pleasure is the reason for 37 respondents.
Which services do you value other than meals and accommodation?

Table 9
Frequency Percent
Telecommuting 19 19.0
Swimming Pool 49 49.0
Gambling 9 9.0
Others 23 23.0
Total 100 100.0
Which services do you value other than meals and

accommodation?
Valid Telecommuting Valid Swimming Pool Valid Gambling Valid Others
23% 19%
9%
49%
Chart 9

Naman Gupta
Data Interpretation
value Telecommuting, 49 respondents value Swimming Pool, 9 respondents value Gambling,
and 23 respondents value Other.
Would you make changes to the quality of the services offered by this hotel if you
were in the management position?
Table 10
Frequency Percent
No the system is optimal 32 32.0
Yes i would make little changes 39 39.0
Yes i would make overhaul changes 29 29.0
Total 100 100.0
Would you make changes to the quality of the services

offered by this hotel if you were in the management
position?
Valid No the system is optimal

Valid Yes i would make little changes
Valid Yes i would make overhaul changes
29% 32%
39%
Chart 10
Data Interpretation
does not want to make any changes to the services offered, 39 respondents would like to make
little changes and rest 29 respondents would like to make overhaul changes .
Did the management take any action on your suggestions, complains or

complements?
Table 11
Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 68 68.0 68.0 68.0
2 32 32.0 32.0 100.0
Total 100 100.0 100.0

Chart 11
Data Interpretation
feel that the management value their suggestions and 32 respondents feel that the management
does not value their suggestions or complaints.
What are the prime factors that make you like Marriott hotel?
Table 12
Frequency Percent
Cleanliness 4 4.0
Free Cancellation 8 8.0
Ambience 28 28.0
Serviceability 34 34.0
All 26 26.0
Total 100 100.0
What are the prime factors that make you like

Marriott Hotel?
Valid Cleanliness Valid Free Cancellation Valid Ambience
Valid Serviceability Valid All
4% 8%
26%
28%
34%
Chart 12

Naman Gupta
Data Interpretation
liked cleanliness about the Hotel, 8 respondents liked the free cancellation policy, 28
respondents liked the ambience, 34 respondents liked the serviceability and rest 26
respondents liked all the factors about the hotel.
Are you satisfied with the security of Marriott Hotel?

Table 13
Frequency Percent Valid Percent Cumulative Percent
VStrongly Disagree 1 1.0 1.0 1.0
aDisagree 1 1.0 1.0 2.0
lNeutral 11 11.0 11.0 13.0
iAgree 29 29.0 29.0 42.0
dStrongly Agree 58 58.0 58.0 100.0
Total 100 100.0 100.0
Chart 13
Data Interpretation
strongly agree with the security of Hotel, 29 respondents agree, 11 respondents are neutral, 1
respondent disagree and 1 respondent strongly disagree.
Was the staff friendly and professional?

Table 14
aDisagree 1 1.0 1.0 2.0
lNeutral 15 15.0 15.0 17.0
iAgree 56 56.0 56.0 73.0
Total 100 100.0 100.0

Chart 14
Data Interpretation
strongly agree with the staff’s friendly and professional behavior, 56 respondents agree, 15
respondents are neutral, 1 respondent disagree and 1 respondent strongly disagree.
Are you satisfied with the housekeeping services?

Table 15
aDisagree 4 4.0 4.0 5.0
l
Neutral 31 31.0 31.0 36.0
i
dAgree 31 31.0 31.0 67.0
Strongly Agree 33 33.0 33.0 100.0
Total 100 100.0 100.0
Chart 15

Naman Gupta
Data Interpretation
strongly agree with the housekeeping services, 31 respondents agree, 31 respondents are
neutral, 4 respondents disagree and 1 respondent strongly disagree.
Do you agree that paying attention towards the maintenance and cleanliness of
the hotel is important?
Table 16
Do you agree that paying attention towards the maintenance and cleanliness of
the hotel is important?
Valid
Frequency Percent Percent Cumulative Percent
aDisagree 16 16.0 16.0 20.0
lNeutral 20 20.0 20.0 40.0
iAgree 23 23.0 23.0 63.0
Total 100 100.0 100.0
Chart 16
Data Interpretation
strongly agree that paying attention towards the maintenance and cleanliness of the hotel is
important, 23 respondents agree, 20 respondents are neutral, 16 respondents disagree and 4
respondents strongly disagree

Are you satisfied with the food quality?

Table 17
Cumulative
Frequency Percent Valid Percent Percent
aDisagree 11 11.0 11.0 23.0
lNeutral 21 21.0 21.0 44.0
iAgree 30 30.0 30.0 74.0
Total 100 100.0 100.0
Chart 17
Data Interpretation
are strongly satisfied with the food quality, 30 respondents are satisfied, 21 respondents are
neutral, 11 respondents are not satisfied and 12 respondents are totally dissatisfied.
Are you satisfied with the booking process?

Table 18
aDisagree 12 12.0 12.0 19.0
lNeutral 24 24.0 24.0 43.0
iAgree 32 32.0 32.0 75.0
Total 100 100.0 100.0

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Chart 18
Data Interpretation
are totally satisfied with the booking process, 32 respondents are satisfied, 24 respondents are
neutral, 12 respondents are not satisfied and rest 7 respondents are totally dissatisfied
Are you satisfied with the way of talking at the reception?

Table 19
aDisagree 15 15.0 15.0 20.0
lNeutral 26 26.0 26.0 46.0
iAgree 27 27.0 27.0 73.0
Total 100 100.0 100.0
Chart 19

Data Interpretation
are fully satisfied with the way of talking at the reception, 27 respondents are satisfied, 26
respondents are neutral, 15 respondents are not satisfied and rest 5 respondents are totally
dissatisfied.
Did you find their way of communicating to the customers good?

Table 20
aDisagree 13 13.0 13.0 23.0
lNeutral 20 20.0 20.0 43.0
iAgree 27 27.0 27.0 70.0
dStrongly Disagree 30 30.0 30.0 100.0
Total 100 100.0 100.0
Chart 20
Data Interpretation
are totally satisfied with their way of communicating to the customers, 27 respondents are
satisfied, 20 respondents are neutral, 13 respondents are not satisfied and 10 respondents are
totally dissatisfied.
Are you satisfied with the room ambience?

Table 21
aDisagree 17 17.0 17.0 23.0
lNeutral 19 19.0 19.0 42.0
iAgree 28 28.0 28.0 70.0
Total 100 100.0 100.0

Naman Gupta
Chart 21
Data Interpretation
are fully satisfied with the room ambience, 28 respondents are satisfied, 19 respondents are
Are you satisfied with their way of grievance handling?

Table 22
aDisagree 11 11.0 11.0 19.0
lNeutral 31 31.0 31.0 50.0
iAgree 27 27.0 27.0 77.0
Total 100 100.0 100.0
Chart 22

Data Interpretation
are totally satisfied by their way of grievance handling, 27 respondents are satisfied, 31
respondents are neutral, 11 respondents are not satisfied and 8 respondents are totally
dissatisfied.
Are you satisfied with their hospitality?

Table 23
aDisagree 16 16.0 16.0 25.0
lNeutral 18 18.0 18.0 43.0
iAgree 30 30.0 30.0 73.0
Total 100 100.0 100.0
Chart 23
Data Interpretation
are totally satisfied with their hospitality, 30 respondents are satisfied, 18 respondents are
Are you satisfied with your stay in Marriott?

Table 24
aDisagree 9 9.0 9.0 18.0
lNeutral 27 27.0 27.0 45.0
iAgree 25 25.0 25.0 70.0
Total 100 100.0 100.0

Naman Gupta
Chart 24
Data Interpretation
are fully satisfied with their stay in Marriott, 25 respondents are satisfied, 27 respondents are
7.2. Hypothesis Testing

Descriptive Statistics
Mean Std. Deviation N
Are you satisfied with their
3.50 1.291 100
hospitality?
Security 4.2450 .64938 100
Housekeeping 3.7433 .94975 100
FNB 3.5050 1.19235 100
FO 3.5200 1.05270 100
Correlations
Are you satisfied
with their
hospitality? Security Housekeeping FNB
Pearson Are you satisfied with their
1.000 .190 .759 .756
Correlation hospitality?
Security .190 1.000 .414 .341
Housekeeping .759 .414 1.000 .860
FNB .756 .341 .860 1.000
FO .892 .303 .845 .866
Sig. (1-tailed) Are you satisfied with their
. .029 .000 .000
hospitality?
Security .029 . .000 .000
Housekeeping .000 .000 . .000
FNB .000 .000 .000 .
FO .000 .001 .000 .000
N Are you satisfied with their
100 100 100 100
hospitality?
Security 100 100 100 100
Housekeeping 100 100 100 100
FNB 100 100 100 100
FO 100 100 100 100

Correlations
FO
Pearson Correlation Are you satisfied with their hospitality? .892
Security .303
Housekeeping .845
FNB .866
FO 1.000
Sig. (1-tailed) Are you satisfied with their hospitality? .000
Security .001
Housekeeping .000
FNB .000
FO .
N Are you satisfied with their hospitality? 100
Security 100
Housekeeping 100
FNB 100
FO 100
Variables Entered/Removeda
Model Variables Entered Variables Removed Method
1 FO, Security,
. Enter
Housekeeping, FNBb
a. Dependent Variable: Are you satisfied with their hospitality?
b. All requested variables entered.
Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .898a .806 .798 .581
a. Predictors: (Constant), FO, Security, Housekeeping, FNB
R Square = .806
These independent factors selected have explained 80.6% of overall satisfaction.
ANOVAa
Sum of
Model Squares df Mean Square F Sig.
1Regression 132.971 4 33.243 98.599 .000b
Residual 32.029 95 .337
Total 165.000 99
b. Predictors: (Constant), FO, Security, Housekeeping, FNB
Coefficientsa
Unstandardized Coefficients Standardized Coefficients
Model B Std. Error Beta t Sig.
1(Constant) .206 .401 .513 .609
Security -.201 .099 -.101 -2.030 .045
Housekeeping .162 .136 .119 1.193 .236
FNB -.102 .112 -.094 -.914 .363
FO 1.108 .121 .904 9.163 .000

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7.3. Interpretation
Overall Satisfaction=
0.206+-.201(security)+.162(housekeeping)+-.102(fnb)+1.108(fo)
Significant Values=0.401(constant),0.099(security),0.136(housekeeping),0.112(fnb),0.121(fo)
From the above table it can be inferred that Beta signifies correlation(r)
From the above table it can be inferred that constant value of 0.206 having significance
value o.609 is greater than 0.05 so it can be concluded that they have no significant impact on
overall satisfaction.
It can be concluded that security (0.045) has significant impact on overall satisfaction as it
is greater than 0.05
It can be concluded that housekeeping (0.236) has no significant impact on overall
satisfaction as it is greater than 0.05
It can be concluded that FNB (0.363) has no significant impact on overall satisfaction as it
is greater than 0.05
It can be concluded that FO (0.000) has a significant impact on overall satisfaction as it is
less than 0.05
8. FINDINGS
 The majority of the respondents were from the age group 18-25, which indicates that
the youth is more towards the hotel industry.
 The majority of the respondents are female which indicates that mostly females are
active towards the hotel industry.
 Majority of the respondents are single.
 The majority of the respondents in Marriott hotel are Full time employed.
 The majority of the respondents have visited for the first time which means it is their
first experience in Marriott hotel Jaipur and then 5-10 visits have been made by the
respondents.
 The majority of the respondents have spent less than three days.
 The majority of the respondents say that holiday is the specific reason that brought
them Marriott Hotel and then comes work.
 The majority of the respondents value the Swimming Pool facility other than meals
and accommodation.
 The majority of the respondents feel to make overhaul changes to the quality of
services offered by the hotel if they were in the management position.
 The majority of the respondents says yes that the management takes action on their
suggestions, complains and compliments.
 The majority of the respondents like the serviceability factor other than all factors.
 The majority of the respondents are always satisfied with the security of the hotel.
 The majority of the respondents often feels that the document verification process is
properly done but not always.
 The majority of the respondents are always satisfied with the housekeeping services.
 The majority of the respondents always agree that paying attention towards the
maintenance and cleanliness of the hotel is important.

 The majority of the respondents are not always but often satisfied with the food
quality.
 The majority of the respondents are not always but often satisfied with the booking
process.
 The majority of the respondents are always satisfied with the way of talking at the
reception.
 The majority of the respondents are always satisfied by their good restaurant service.
 The majority of the respondents are always satisfied with the room ambience.
 The majority of the respondents are both always satisfied and often satisfied with the
way of grievance handling.
 The majority of the respondents are often satisfied with their hospitality.
 The majority of the respondents are always satisfied with their stay in Marriott hotel.
9. SUGGESTIONS
 The staffs employed have to be well trained. They need to respond to their guests in an
amicable way and be prompt in their services.
 The time taken to deliver the service to the customers shall be minimized to 10
minutes.
 A special discount in tariff may be considered for regular customers.
 The management needs to take efforts to see that basic facilities like sanitation,
flexibility in check in and out timings, money exchange, cab facilities, ticket booking
facilities are adequate to attract and retain customers.
 The government should take effective steps to keep the environment clean. It will
attract more number of tourists.
 Regular feedback from the customers helps to increase their quality of services and
serve their guests better.
 It is seen that the customers are waiting for table and complaining about food. So,
increasing the number of seating facilities and upgrading the food quality would solve
the problem and in addition provide employment to many by increasing the attendants.
 Necessary steps should be taken by the hotel owners to regularly check the proper
functioning of facilities provided in the rooms.
10. CONCLUSION
 “Service to man is service to God”. As the proverb says the hotel owners and the
managers provide good service to their customers, which in turn will increase the
profitability of the hotels.
 .If they increase the quality of service it will attract more customers at the same time
they can expand the business, and it will lead to more employment opportunities.
 The main purpose of this study was to examine the relationship between perceived
employee behavior and customer satisfaction in hotel industry in Marriott Hotel. Our
qualitative analysis of the Marriott Hotel of Jaipur shows that the level of customer
satisfaction is good both considering the overall evaluation and the single services.
 My literature research has revealed that customer satisfaction can be defined as an
overall customer attitude towards a service provider, or an emotional reaction to the

Naman Gupta
difference between what customers anticipate and what they receive. My literature
research exposed four general characteristics of customer satisfaction.
 A lack of customer satisfaction processes will expose the weaknesses and challenges
of B2B organizations. Hence, hotel industry is becoming one of the most demandable
industry in the world day by day whereas restaurant business is playing a vital role for
flourishing the business more. It is introducing new and different food services for the
customers to attract them.
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International Journal of Management (IJM)

© IAEME Publication Scopus Indexed

A STUDY OF CUSTOMER SATISFACTION

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7. DATA ANALYSIS & INTERPRETATION

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What is the approximate number of times you have

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What is the average number of days you spend in Marriott Hotel?

What is the average number of days you spend in

What is the specific reason that brought you Marriott Hotel?

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What is the specific reason that brought you Marriott

Which services do you value other than meals and accommodation?

Which services do you value other than meals and

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Would you make changes to the quality of the services

Valid No the system is optimal

Did the management take any action on your suggestions, complains or

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What are the prime factors that make you like

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Are you satisfied with the security of Marriott Hotel?

Was the staff friendly and professional?

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Are you satisfied with the housekeeping services?

http://www.iaeme.com/IJM/index.asp 882 editor@iaeme.com

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Are you satisfied with the food quality?

Are you satisfied with the booking process?

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Are you satisfied with the way of talking at the reception?

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Did you find their way of communicating to the customers good?

Are you satisfied with the room ambience?

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