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QUESTIONNAIRE
“A study of Customer Satisfaction in Hotel Industry
(With special reference to Annapoorna Group of Hotels in
Coimbatore Dist of Tamilnadu)”

1. Name: …………………………………………………….

2. Age: (a) Up to 20 years [ ] (b) 21-30 years [ ] (c) 31-40 years [ ]

(d) 41-50 years [ ] (e) Above 50 years [ ]

3. Gender: (a) Male [ ] (b) Female [ ]

4. Educational Qualification: (a) Up to SSLC [ ] (b) HSC [ ] (c) Graduation [ ]

(d) Post Graduation [ ] (e) others specify………………

5. Occupation: (a) Salaried [ ] (b) Self- Employed [ ] (c) Professional [ ]

(d) Student [ ] (e) others specify……………………..

6. Your Status: (a) Single [ ] (b) Married [ ]

7. Your family Type: (a) Nuclear family [ ] (b) Joint Family [ ]

8. Size of the family: (a) 3 Members [ ] (b) 3 – 6 Members [ ]

(c) 7–9 members [ ] (d) Above 9 members [ ]

9. No. Of Children you have:

(a) One [ ] (b) Two [ ] (c) More than Two [ ] (d) None [ ]

10. Whether any other family member is working:

(a) Spouse [ ] (b) Father [ ] (c) Mother [ ]
(d) Children’s [ ]
11. Annual Income:
(a) Below I Lakh [ ] (b) 1 – 2 Lakhs [ ] (c) 2 - 3 Lakhs [ ]
(d) Above 3 Lakhs [ ]

12. You stay in: (a) Own House [ ] (b) Rented House [ ]

13. Do you possess: (a) Two Wheeler [ ] (b) Four Wheeler [ ] (c) Both [ ]
(d) None [ ]

14. Do you own a credit card: (a) Yes [ ] (b) No [ ]

15. What are your main modes of recreation?

(a) Movies [ ] (b) Reading [ ] (c) Playing [ ]
(d) Dancing [ ] (e) Outing [ ] (f ) Others specify ………………………

Study Related Questions :

1. How often you take food in the Hotel:
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(a) Once in a week [ ] (b) Twice in a week [ ]

(c) Once in 2 weeks [ ] (d) Once in a Month [ ] (e) Rarely [ ]

2. Why do you prefer outside food:

(a) Tasty Food [ ] (b) Bachelor [ ] (c) Student [ ]
(d) Party [ ] (e) Others specify……………………..

3. How you came to know about SASG:

(a) Radio [ ] (b) Television [ ] (c) News Paper [ ]
(d) Publicity [ ] (e) Word of Mouth [ ] (f) Friends [ ]
(g) Relatives [ ] (h) Others Specify…………………………….

4. Who influenced you to visit the hotel?

(a) Spouse [ ] (b) Family [ ] (c) Friends [ ] (d) Colleagues [ ]
(e) Others Specify…………………………….

5. Your visit to the hotel is with:

(a) Spouse [ ] (b) Family [ ] (c) Friends [ ]
(d) Colleagues [ ] (e) Others Specify…………………………….

6. How many times you visit SASG in a month:

(a) Once [ ] (b) Twice [ ] (c) More than Twice [ ]

7. Whether the items mentioned in the menu is available:

(a) Yes [ ] (b) No [ ]

8. Are you aware of the branches of SASG:

(a) Yes [ ] (b) No [ ]

9. Your frequent visit to the hotel is at:

(a) Morning [ ] (b) Afternoon [ ] (c) Evening [ ]
(d) Night [ ] (e) No fixed Time [ ]

10. Which is your favorite Breakfast item?

(a) Idli Sambar [ ] (b) Dosa [ ] (c) Roast [ ]
(d) Puri [ ] (e) Pongal [ ] (h) Others Specify………………

11. Which is your favorite Mid Day Food Item?

(a) Meals [ ] (b) Vegetable Biriyani [ ] (c) Curd Rice [ ]
(d) Roti [ ] (e) Parotta [ ] (h) Others Specify……………….

12. Which is your favorite Branch?

(a) Raja Street [ ] (b) Gandhipuram BS [ ] (c) Arts College [ ]
(d) Saibaba Colony [ ] (e) Lakhsmi Complex [ ](f) Town Hall [ ]
(g) Cross – Cut Road [ ] (h) Mettupalayam [ ] (i) People’s Park [ ]
(j) Ramakrishna Hospital [ ]
13. Your visit to the hotel is:
(a) Mostly Planned [ ] (b) Mostly Spontaneous [ ]

14. What type of food do you prefer?

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(a) South Indian [ ] (b) North Indian [ ] (c) Chinese [ ]

(d) Andhra Style [ ] (e) others specify [ ]

15. Do you ask for the menu card: (a) Yes [ ] (b) No [ ]

16. Do you have a habit of noticing “Today’s Special” at the entrance

(a) Yes [ ] (b) No [ ]

17. Your opinion about the Quality Provided:

Opinion about the quality of HS S M DS HDS

1 Coffee / Tea
2 Breakfast Items
3 Mid Day Items
4 Dinner Items
5 Chat items
6 Salads / Juices
7 Ice creams
8 Chinese Items
9 North Indian Dishes
10 Sweets
11 Savories

18. Your opinion about the Varieties Available:

Opinion about the availability of HS S M DS HDS

varieties
1 Breakfast Items
2 Mid Day Varieties
3 Dinner Items
4 Chat Items
5 Cool drinks / Juices
6 Ice creams
7 Chinese Items
8 North Indian Dishes
9 Sweets
10 Savories

19. Your opinion on Neatness & Cleanliness:

Opinion towards Cleanliness & Neatness HS S M DS HDS

1 Vessels - (Plates & Glasses)
2 Table
3 Floor
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4 Waiters
5 Toilets
6 Towels
7 Napkins
8 Wash Area
9 Drinking Water
10 Furnitures

20. Your opinion about the Quantity Offered:

Opinion towards the Quantity offered HS S M DS HDS

1 Quantity of Break Fast Items
2 Quantity of Mid Day Items
3 Quantity of Dinner
4 Quantity of Chat Items
5 Quantity of Juice
6 Quantity of Ice creams
7 Quantity of Coffee / Tea
8 Quantity of Sweets
9 Quantity of Savories
10 Quantity of Chinese Items
11 Quantity of North Indian Dishes

21. Your opinion about the Taste:

Opinion towards Taste HS S M DS HDS

1 Breakfast Items
2 Mid Day Varieties
3 Dinner Items
4 Chat Items
5 Cool drinks
6 Ice creams
7 Chinese Items
8 North Indian Dishes
9 Sweets
10 Savories

22. Your opinion about the Price:

Opinion towards Price HR R N NR HNR

1 Breakfast Items
2 Mid Day Varieties
3 Dinner Items
4 Chat items
5 Cool drinks
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6 Ice creams
7 Chinese Items
8 North Indian dishes
9 Sweets
10 Savories

23. Your opinion about the Interior Decoration:

Opinion towards Interior Decoration HS S M DS HDS

1 Lighting
2 Sofa sets
3 Seating Arrangement
4 Wall Paintings
5 Screens
6 Floorings
7 Ceiling Works
8 Wood Works
9 Furniture and Tables
10 Wall Hangings

24. Your opinion about the Waiters:

Opinion towards waiters HS S M DS HDS

1 Behavior
2 Hospitality
3 Neatness
4 Cleanliness
5 Approach
6 Serving
7 Respect
8 Dressing
9 Communication
10 Billing

25. Your opinion towards parking facility:

(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]
26. Your opinion towards drive Inn facility:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

27. Your opinion towards the amenities of the hotel:

(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

28. Do you prefer to use AC Dining Halls?

(a) Yes [ ] (b) No [ ]
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29. You normally buy sweets during:

(a) Festival’s [ ] (b) Party’s [ ] (c) Visiting Friend’s [ ]
(d) On arrival of Relative’s [ ] (e) Pooja’s [ ]

30. Do you buy both sweets and Savories?

(a) Yes [ ] (b) No [ ]

31. How much time do you wait to get a place to sit?

(a) Less than 3Mins [ ] (b) 3 – 5 Mins [ ] (c) 5 – 7Mins [ ]
(d) 7 - 10 Mins [ ] (e) More than 10 Mins

32. How long do you wait for the orders to be taken?

(a) Less than 3Mins [ ] (b) 3 – 5 Mins [ ] (c) 5 – 7Mins [ ]
(d) 7 - 10 Mins [ ] (e) More than 10 Mins

33. How long you wait to get the ordered items?

(a) Less than 3Mins [ ] (b) 3 – 5 Mins [ ] (c) 5 – 7Mins [ ]
(d) 7 - 10 Mins [ ] (e) More than 10 Mins

34. How much you spend in the hotel on an Average per visit:
(a) Less than Rs 100 [ ] (b) Rs100 – 200 [ ]
(c) Rs 200 – 300 [ ] (d) Rs 300 - 500 [ ]
(e) More than Rs 500 [ ]

35. Do you provide tips to the server?

(a) Yes [ ] (b) No [ ]

36. If yes, How Much do you pay:

(a) Less than Rs 2 [ ] (b) Rs 2 – 5 [ ] (c) Rs 5 – 10 [ ]
(d) Rs 10 - 20 [ ] (e) More than Rs 20 [ ]

37. Do you order for parcel while you dine?

(a) Yes [ ] (b) No [ ]

38. Where do you pay the Bill?

(a) Dining Table [ ] (b) Cash Counter [ ]

39. Are you aware of the waiting hall:

(a) Yes [ ] (b) No [ ]
40. Are you aware of the Discounts or offers provided by the hotel:
(a) Yes [ ] (b) No [ ]

41. Whether you have made any reservation for the tables earlier:
(a) Yes [ ] (b) No [ ]

42. Do you prefer to use family rooms for dining:

(a) Yes [ ] (b) No [ ]

43. Whether you had any Billing Problems in the past?

(a) Yes [ ] (b) No [ ]

44. Your opinion towards Quality of SASG compared to other Hotels:

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(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]

(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

45. Your opinion towards Availability of Varieties of SASG compared to other

Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

46. Your opinion towards Quantity offered by SASG compared to other Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

47. Your opinion towards Neatness and Cleanliness of SASG compared to other
Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

48. Your opinion towards Taste of SASG compared to other Hotels:

(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

49. Your opinion towards Price of SASG compared to other Hotels:

(a) Highly Reasonable [ ] (b) Reasonable [ ] (c) Moderate [
]
(d) Non Reasonable [ ] (e) Highly Non Reasonable [ ]

50. Your opinion towards Interior decoration of SASG compared to other Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

51. Your opinion towards Parking Facilities of SASG compared to other Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

52. Your opinion towards Services of SASG compared to other Hotels:

(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]
53. Your opinion towards Drive –Inn facility of SASG compared to other Hotels:
(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

54. Your opinion towards Locations of SASG compared to other Hotels:

(a) Highly Satisfied [ ] (b) Satisfied [ ] (c) Moderate [ ]
(d) Dissatisfied [ ] (e) Highly Dissatisfied [ ]

55. Please rank the attributes of SASG as per your preference:

Rank the various attributes of the SASG Rank them

1 Quality Offered
2 Quantity Provided
3 Varieties Available
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4 Interior Decoration
5 Parking Facility
6 Drive Inn Facility
7 Neatness & Cleanliness
8 Amenities
9 Price
10 Taste

56. Have you come across with any health issues after consuming food in SASG?
(a) Yes [ ] (b) No [ ]

57. Do you like to visit again?

(a) Yes [ ] (b) No [ ]

58. Will you recommend others to visit SASG?

(a) Yes [ ] (b) No [ ]

59. What suggestions would you like to give for SASG?

Thank You