Submitted To: Mrs - RAMYA.TJ Dept. of MBA VVCE, Mysuru Parklane, Mysuru

Internship Report on
“A Study on the Factors Influencing Customer Satisfaction Towards Hotel

Parklane Mysuru”
BY
Akash.R
[USN: 4VV14MBA07]
Submitted To
VISVESVARAYA TECHNOLOGICAL UNIVERSITY
In partial fulfilment of Post Graduate Degree
MASTER OF BUSINESS ADMINISTRATION
Under the guidance of
INTERNAL GUIDE EXTERNAL GUIDE

Mrs.RAMYA.TJ Mr. VENKATESH.N GUPTHA
Asst. Prof, Dept. of MBA PARTNER OF HOTEL
VVCE, Mysuru PARKLANE,
MYSURU
Vidyavardhaka Sangha (Regd)

VIDYAVARDHAKA COLLEGE OF ENGINEERING
(Affiliated to VTU and approved by AICTE)
Department of Business Administration
PB No 206, Gokulam 3rd Stage, Mysuru-570 002, Karnataka
2014-2016
ACKNOWLEDGEMENT
First and foremost, I would like to express my gratitude to my project external guide Mrs.
VENKETESH.N.GUPTHA, Partner of Hotel Parklane. His willingness motivated me and his
guidance contributed tremendously to this project work.
I am grateful to my project internal guide Mrs. RAMYA.TJ, Assistant Professor, Department of

MBA, Vidyavardhaka College of Engineering, Mysuru for his advice and suggestions at
various stages of the work during internship and project work.
I would also like to express my sincere gratitude to Dr. B Sadashive Gowda, Principal,
Vidyavardhaka College of Engineering, for all the encouragement given by him to complete
my project.
I would like to express my sincere gratitude to Dr. PSV Balaji Rao, HOD, Department of MBA,
Vidyavardhaka College of Engineering, for all the support given by him to complete my
project.
I am also indebted to the Management of Vidyavardhaka Sangha, for providing me with a good
study environment and excellent library facilities. I appreciate the help and support rendered by
the teaching and non-teaching staff of MBA department.
Lastly, I take this opportunity to offer my regards to all of those who have supported me directly
or indirectly in completing this project work.
Finally, it’s my foremost duty to thank my parents for encouragement and support during the
entire course.
AKASH.R
(4VV14MBA07)
TABLE OF CONTENTS
CHAPTER NO CONTENT PAGE NO

EXECUTIVE SUMMARY 1
INTRODUCTION ABOUT THE INTERNSHIP 3-11
1.1 Introduction about the Internship 3
1.2 Topic Chosen for the Study 4
1.3 Need for the Study 4
Chapter 1 1.4 Objectives of the Study 4
1.5 Scope of the Study 4
1.6 Research Methodology 5
1.7 Literature Review 7
1.8 Limitations of the Study 11
INDUSTRY PROFILE AND COMPANY PROFILE 12 – 29

2.1 Industry Profile 12
2.2 Company Profile 17
2.3 Promoters 20
2.4 Vision, Mission and Quality Policy 20
2.5 Products and Service Profile 21
Chapter 2
2.6 Areas of Operation 23
2.7 Infrastructure Facilities 23
2.8 Competitors’ Information 24
2.9 SWOT Analysis 28
2.10 Future Growth and Prospectus 29
2.11 Financial Statement 29
Chapter 3 THEORETICAL BACKGROUND OF THE STUDY 30 – 37
Chapter 4 DATA ANALYSIS AND INTERPRETATION 38 – 62
SUMMARY OF FINDINGS, SUGGESTIONS &

63 – 68
CONCLUSION
Chapter 5 5.1 Summary of Findings 63
5.2 Conclusion 65
5.3 Suggestions/Recommendations 65
5.4 Scope for further study 65
BIBLIOGRAPHY/REFERENCES 66
ANNEXTURE 67-68
LIST OF TABLES
TABLE NO TABLE TITLE PAGE NO

Table 4.1 Showing the reliability test 38
Table 4.2 Showing the KMO and Bratlett’s test 39
Table 4.3 Showing the communalities 40 – 41
Table 4.4 Showing total variance 42
Table 4.5 Showing rotated component matrix 43- 45
LIST OF CHARTS
CHART NO CHART TITLE PAGE NO

Chart 4.1 Does the hotel fallow the culture of the heritage city 46
Chart 4.2 Does the hotel match the class you choose 47
Chart 4.3 Does the hotel feed your family taste 48
Chart 4.4 Do refer the hotel to your reference group ass I am satisfied 49
Chart 4.5 Does the hotel match your social status if you are visiting 50
frequently
Chart 4.6 Is the hotel affordable 51
Chart 4.7 I am satisfied by the overall Prices of Hotel Parklane 52
compared to other Hotels.
Chart 4.8 i am satisfied towards quality offered by hotel parklane 53
compared to other hotels
Chart 4.9 I am satisfied towards Parking Facilities at Hotel Parklane 54
Chart 4.10 I am satisfied Taste of food at Hotel Parklane compared to 55
other Hotels
Chart 4.11 pleas rare the speed which you were serve 56
Chart 4.12 I am satisfied Quantity Provided at Hotel Parklane. 57
Chart 4.13 I am satisfied the Employees knowledge to property and 58
facility
Chart 4.14 I am satisfied by the friendliness of the staff of hotel Parklane 59
Chart 4.15 I am satisfied by the ambience of the hotel 60
Chart 4.16 I am satisfied by the Sociability of the reservation agent of 61
the hotel Parklane .
Chart 4.17 I am satisfied by the Comfortable bed and furniture provided 62
in the hotel Parklane.

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Internship Report on

“A Study on the Factors Influencing Customer Satisfaction Towards Hotel

INTERNAL GUIDE EXTERNAL GUIDE

Vidyavardhaka Sangha (Regd)

I am grateful to my project internal guide Mrs. RAMYA.TJ, Assistant Professor, Department of

CHAPTER NO CONTENT PAGE NO

INDUSTRY PROFILE AND COMPANY PROFILE 12 – 29

Chapter 3 THEORETICAL BACKGROUND OF THE STUDY 30 – 37

Chapter 4 DATA ANALYSIS AND INTERPRETATION 38 – 62

SUMMARY OF FINDINGS, SUGGESTIONS &

TABLE NO TABLE TITLE PAGE NO

CHART NO CHART TITLE PAGE NO

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