A Study On Online Hotel Room Booking by Taj

Date: 26-03-2018
CERTIFICATE
We are pleased to certify that Mr. UMESH G (1AY16MBA82) has successfully completed the
training commenced from 15th January 2018 to 24th March 2018 in the project report
entitled as "A STUDY ON ONLINE HOTEL ROOM BOOKING BY TAJ VIVANTA" Bangalore,
for the period of 10 weeks.
..
'
We wish him best wishes to his future
- ~~
HR Manager
...
ACHARYA INSTITUTE
OF TECHNOLOGY
(Affiliated to Visvesvaraya Technological University, Belagavi, Approved byAICTE, New Delhi and Accredited byNBA and NAAC)
Date: 19/05/2018
CERTIFICATE
This is to certify that Mr. Umesh G bearing USN 1AY16MBA82 is a

bonafide student of Master of Business Administration course of the Institute
2016-18 batch, affiliated to Visvesvaraya Technological University, Belagavi.
Project report on "A Study on Online Hotel Room Booking by Taj
Vivanta" Bangalore is prepared by him under the guidance of
Prof. Rakesh Nagaraj in partial fulfillment of the requirements for the
award of the degree of Master of Business Administration, Visvesvaraya
Technological University, Belagavi, Kamataka.
Signature of Internal Guide
Signature of Principal
Pr<h CIPAL
ACHARYA lNSmUTE OF TELnNOLOGY
Cioldevzu a hall" B ngaloro-560 107
Acharya Dr Sarvepalli Radhakrishnan Road, Soladevanahalli. Acharya PO .. Bangalore 560 107, Karnataka, lndia • www.acharya.ac.in/ait/
• Ph: +91 -80-225 555 55 Extn. 2102 • Fax +91 -80-237 002 42 • E-mail principalait@acharya ac.in
DECLARATION
I. UMESII G, (IAY16!\1BA82) hereby declare that the Internship report entitled "A STUDY
ON CONSUMER PERCEPTION TOWARDS ONLINE HOTEL ROOM BOOKING
:\T TA.J VIVANTA" prepared by me under the guidance of ASST. PROFESSOR
RAKESH NAGRA.J. fnculty or MBA Department. Acharya Institute of Technology and
c:-;ternnl guide l'viR. PA KA.J KUMAR.Branch Manager at Taj Vivanta Bangalore.
I nlso clcclnn: that this Internship \\Ork is towards the partial fulfilment of the university
regulations for the <1\\'ard or degree or Master of Business Administration by Visvesvaraya
Technological Un iversity. Belgaum.
.
,.
I ha\'c undergone a summer project for a period of Ten weeks. r further declare that this
project is based on the original study undertaken by me and has not been submitted for the
a\\ard or any degree/ diploma for any other University/ Institution.
{)~
Place: D~VC (UMESH G)
USN- IAY16MBA82
Date:~~~~/!&
ACKNOWLEDGEMENT
I have taken continuous efforts in my project. However, it wouldn’t be possible without the
constant support and help of individuals and organizations. I would like to pull out my honest
thanks to all of them.
I am very grateful to Mr. Pankaj Kumar for their assistance and regular control as well as for as
long as necessary information regarding the project & also for their support in completing the
project.
I would like to convey my thankfulness towards my parents & member of Taj Vivanta, for their
kind co-operation and support which help me in finishing point of this project.
I would like to convey my special thankfulness and thanks to industry persons for giving me
such interest and time.
My thanks and appreciations also go to my colleague in developing the project and people who
have eagerly helped me out with their ability.
I am also thankful to Asst. Prof. Rakesh Nagaraj, Acharya Institute of Technology for allowing
and aid in the winning completion of the study. I would like to thank all the people who gave
their precious time I am also thankful to classmates who supported me throughout my study. I
wish to extend my genuine thanks to all the Staff Members and Nontechnical Staff Members of
the Department of MBA, Acharya Institute of Technology who gave me the moral hold up.
TABLE OFCONTENT
SL NO. Title Page no
1 Introduction 1-18
1.1 Introduction 1
1.2 Industry profile 2
1.3 Company profile 6
1.3.1 Promoters 10
1.3.2 Vision, mission,&quality policy 10
1.3.3 Products/services profile 11
1.3.4 Area of operation 11
1.3.5 Infrastructure facilities 12
1.4 Competitor & information 13
1.5 Swot analysis 14
1.6 Future growth and prospects 15
1.7 Financial statement 18
2 Conceptual background and literature review 19-28
2.1 Theortical background of the study 19

2.2 Literature review with research gap 22
3 Research design 27-30
3.1 Statement of the problem 27

3.2 Need for the study 27
3.3 Objectives 27
3.4 Scope of the study 28
3.5 Research methodology 28
3.6 Hypothesis 29
3.7 Limitations 29
3.8 Chapter scheme 30
4 Analysis and interpretation 31-50
4.1 Data 31
4.2 Data analysis 51
4.3 Statistical tool results 51
5 Summary of findings, conclusion and suggestions 52-54
5.1 Findings 52
5.2 Conclusions 53
5.3 Suggestions/recommendations 54
Biblography
Annexure-1 questionnaire
LIST OF TABLES
Table Particular Page

no. no.
4.1 Employee’s number of years of experience in the company 32
4.2 Satisfaction level in relation to working environment in the company 33
4.3 Satisfaction level in relation to medical benefits provided by the company. 34
4.4 Maternity leave provided by the company. 35
4.5 Paternity leave provided by the company. 36
4.6 The company provides marriage leaves for employees or not 37
4.7 Satisfaction level in relation to working hours in the company. 38
4.8 The satisfaction level in relation to sitting arrangements in the company. 39
4.9 The employees are getting regular increments in the company. 40

4.10 Satisfaction level in relation to leave policy in the company. 41
4.11 Sufficient number of toilets provided by the company 42

4.12 Satisfaction level in relation to lunch room facility provided by the 43
company.
4.13 The employee’s satisfaction with drinking water in the company 44
4.14 Working organization gives a feeling of security. 45
4.15 The company takes safety measures for employee. 46
4.16 Welfare benefits provided by the company leads to increase in employee’s 47

performance or not.
4.17 The level of overall satisfaction in relation to employee welfare activities 48

in the company.
4.18 PF benefits provided by the company. 49
4.19 Gratuity benefits provided by the company. 50

4.20 The company settles all the benefit within time frame. 51
LIST OF FIGURES AND CHARTS
Chart Particular Page

no. no.
4.1 Employee’s number of years of experience in the company 32
4.2 Satisfaction level in relation to working environment in the 33
company
4.3 Satisfaction level in relation to medical benefits provided by 34
the company.
4.4 Maternity leave provided by the company. 35
4.5 Paternity leave provided by the company. 36
4.6 The company provides marriage leaves for employees or not 37
4.7 Satisfaction level in relation to working hours in the company. 38
4.8 The satisfaction level in relation to sitting arrangements in the 39
company.
4.9 The employees are getting regular increments in the company. 40
4.10 Satisfaction level in relation to leave policy in the company. 41
4.11 Sufficient number of toilets provided by the company 42
4.12 Satisfaction level in relation to lunch room facility provided by 43
the company.
4.13 The employee’s satisfaction with drinking water in the 44
company
4.14 Working organization gives a feeling of security. 45
4.15 The company takes safety measures for employee. 46
4.16 Welfare benefits provided by the company leads to increase in 47
employee’s performance or not.
4.17 The level of overall satisfaction in relation to employee 48
welfare activities in the company.
4.18 PF benefits provided by the company. 49
4.19 Gratuity benefits provided by the company. 50
4.20 The company settles all the benefit within time frame. 51
EXECUTIVE SUMMARY
Hotel business is a rudimentary piece of tourism. The allowance of tourism is well
unescapable passing out improvement of the in business. In industry is so firmly connected
with the tourism trade that it is in charge of from one place to another half of the outside trade
getting from travel exchange and enterprises. The lodging industry lately government has
found a way to support travel and tourism which have profited inn industry in India. Taj
Hotels, Resorts and Palaces covers a more extensive market in the inn business than alternate
luxury hotels in the race. They have a superior element shape than the rest: i.e. they have
great management, room and offices offered by them to their clients. . This venture depends
on optional material.
I have congregated the all data from auxiliary material like web, diaries, book etc. The goal of
attractive up this examination is to make a Comprehensive Market Locating System for the
hotels that can adjust their maps and procedures for a money related prosperity in online
booking portals. The specialist wished to identify with the housing market division,
redefinition of the inn governments and brand skills. At the background of such a helpful
business environment 'Pre-practicality Report on Five-star Hotel Industry' endeavors to
inspect such basic variables which will give bossy information sources in general to the
potential speculators and assessment of business likelihood of such a project.
Chapter 1
Introduction About Topic
1.1 Introduction
The segment standards and applies of programming creation, the errand given course charge
was to effectively grow completely useful programming to computerize the online inn room
holdscheme at "asia pacific establishment of data knowledge"(apiitsdindia) which is set up
with the goal of defeating the basic overall demand for talented planning and organization
experts. Currently, apiit is a set up pioneer in the asia pacific district for giving the most
perfectly awesome in building and organization instruction. Its vision is to treasure
understudies through its within greatness which are administered by best practices in quality
training.
Driving web application online lodging reservation framework let you associate with
worldwide customers by giving them the one of a kind hunt and book usefulness. This online
lodging reservation framework is intended for any inn, motel or travel sites. Clients and any
movement specialists can type inquiries, hesitations and cross out a recent reservation on the
housing reservation's site. Chairman can embrace or refresh the inn and the room figures
favor/oppose another movement operator's record application and produce a month to month
inhabitance rate report for every inn. This online application is outlined utilizing php and my
sql database.
Topic: “A Study on customer perception towards online hotel booking portals”

at Taj Vivanta, Bangalore”.
1.2 INDUSTRY PROFILE
The errand consigned to the gathering is to make modernized programming aristocratic

"online inn room hold system" is organization programming for levelseriatim and
organization of imperial focal stop inn. The structure was produced using .net innovation for
1
claim dialect. This organization will help the lodging organization and the respected staff
people to regulate and control the inn's usefulness and exchanges to understand its most
outrageous potential notwithstanding its ability in the inn business field.
The two months gave by school empowered system expert perceive & portray the issue in the
present manual structure at the inn. After an
Data congregation process from a few inns accomplished by labor-intensive and modernized
systems, the structure investigator saw that the lodging without a doubt required an automated
organization system. After a nearby examination of tests gathered in the midst of the issue
definition orchestrate, the investigator start that all the hardware and programming essentials
required for usage and support of the structure are promptly accessible market and efficiently
moderate by the lodging.
Essential goal of the claim is to robotize the present structure which physically achieves the
system to make the system faster. The system was painstakingly laid out to ensure most
outrageous adequacy of the structure at the inn. The structure was skilfully and precisely
roundabout to seal any conceivable escape clauses system.
• Records of discourse:
• The inn has rooms in the main, second and third floor.
• Rooms might customary/grand/group write & can be either single/twofold/triple.
• Group writes are twofold or three-layered inhabitance.
• Lodgings could conceivably be aerated and cooled.
• All special/suite composes are dependably aerated and cooled
No of rooms and reservation rates are demonstrated as follows:
TABLE 1: Rates per day (rs) and no of rooms in each floor
2
Regular Deluxe no. Suite
Rate No. Of R O
Room Rate no.
Non-ac single 100 75 -- -a- -fs - - Of rooms
- - -
Ac double
Ac single 150
250 50
20 3330
20 4240 30 40 20
20 40 500
- -
10 - 20
30 -
rooms t
Non-ac double 175 30 1010 -5- - - - - - -
0 0
Ac triple 350 10 115 6e05 10 10 700 03 05 07
0 0-0-
Non-ac triple 275 10 005 - - - - - -
5 0
Floor G FS G F S G F S
5
Office for web based setting up for the web is to0be given. Frame indicating the client subtle
elements, room ask for, date of entry, term of stay, charge card points of interest and so forth
must be filled and submitted, and the lodging administration ought to have the capacity to
react quickly.
A part of building can be reserved seven days well forward of time with a boostsection.
Forced booking by an association for its staffs is permitted. However, this requires a progress
of half of assessed charge to be paid. The client can cross out whenever up to 5:00 pm, the day
before entry. No cancelation charge applies, the propel sum is discounted, unless you cross
out after this time, in which case the cancelation expense likeness one dark's stay, is charged.
Registration checkout time for the client2:00 pm. Is permitted to remain 1hr after the checkout
time with no charge. After that (gave the room isn't reserved), he is accused of a tenancy of ½
a day
Reservation by telephone is to be given. For this situation likewise charge card subtle
elements are to be given and the inn ought to have the capacity to affirm reservation promptly.
The client, he additionally does not personal the inn for crossing out of rooms, at that point his
propel sum is relinquished.
On the off chance that the client needs to broaden his stay past 7 days, he needs to pay no less
than half of his present sum adjust, at that point he is qualified for augmentation.
On the off chance that the client needs to lessen his stay, he have to illuminate the lodging
staff 1day before the checkout time, generally his cash won't be discounted.
3
On the off chance that the client is loath to giving his Mastercard points of interest on the web
he could download the reservation frame and send the finished shape through fax alongside
charge card subtle elements.
Project planning & control:
An undertaking design is a model of the procedure venture group expects to take after to
understand the task targets. Venture design can be seen as a kind of "agreement" between the
undertaking colleagues different partners. It characterizes the procedure by which the targets
will be accomplished, obligations in doing this procedure.
The task arranging and control have been utilized to give a chance to the client to work on
dealing with an undertaking utilizing a particular venture organization device.
There are some vital viewpoints to be considered in venture arranging and control:-
The assignment engaged with venture arranging and control:
Programming quality affirmation design:
Quality affirmation is characterized as a system for accomplishing programming quality. It

includes characterizing or choosing measures which is connected for the product improvement
process or programming item. These gauges give a process might executed
Programming quality administration can be organized into three foremost exercises:
Quality affirmation: the foundation of a system of hierarchical strategies and gauges which
prompt great programming.
Quality arranging: the choice of suitable strategies and measures from this system and the
adjustment of these for a particular programming venture.
Quality control: the definition and execution of procedures which guarantee that the venture
quality techniques and models are trailed by the product improvement group.
4
Documentation gauges:
Documentation gauges critical in a product venture since reports are the main substantial
method for speaking to the product and programming process. They are utilized to deliver the
archives and furthermore associated with report advancement. They are utilized to guarantee
that a superb report must be delivered. Institutionalized archives a steady entrance,
construction and quality &ought to be thusly simpler to peruse and get it.
Documentation guidelines are of three sorts which are as per the following:
Documentation process measures: characterizes procedure which ought to be taken after for
the record generation. This standard is adaptable and ready to adapt to a wide range of
records.
Record measures: this procedure represents the structure and introduction of reports. The
documentation gave along this hms conveys a reliable style and predictable appearance all
through.
Report trade gauges: this standard guarantees that every single electronic duplicate of records
are exceptionally easy to use. This enables the records of hms to be effectively exchanged by
electronic means and re-made their unique shape.
Programming gauges:
The term programming gauges is here and there saved for conditions containing dialect
particular level investigating offices as a part of its more extensive sense to allude to the
majority of the equipment and programming in nature utilized by the software engineer. All
programming can in this way be legitimately portrayed as occurring in a programming
situation. Programming norms may differ impressively in many-sided quality.
Undertaking administration
5
Undertaking administration incorporates building up a venture design, which incorporates
characterizing venture objectives and destinations, indicating assignments or how objectives
will be accomplished, what assets are require, and partner spending plans and courses of
events for fruition.
TABLE 2: Types of plan
Plan Description
Quality plan Describes about the quality of the system
Validation plan Refers to the validation and verification of the
System as per standards

Configuration management plan The system can be configured in case of any
Damage
Maintenance plan The system’s consistency is to be maintained
Staff development plan Divides the tasks equally among the members
of
The group
1.3 COMPANY PROFILE
Indian lodgings party constrained (ihcl),branded as taj inns majestichomes resorts safaris,[4] is
a global chain of inns and resorts headquartered at express towers, nariman point in mumbai.
Fused by the originator of the farewell gathering, jamsetji farewell, in the year l9o3, the
organization is a segment of the farewell gathering, one of india's biggest business aggregates.
The taj assemble utilized over l3ooo individuals in the year 2olo.
Starting at 2ol7, the gathering works a sum of 99 housings and inn resorts, out of which 83
crosswise over india and l6 in bhutan, malaysia, maldives, nepal, south africa, srilanka, uae,
uk, usa and zambia
Our organization
6
Taj inns resorts and royal residences is perceived the world over for conveying an exceptional
kind of friendliness that offers world-class refinement while remaining profoundly established
in its indian inheritance. For over a century, taj has united the novel brilliance and conventions
from crosswise over india in an undertaking that features honest to goodness indian
neighborliness. This draws on the valued conventions fundamental to the indian homecoming,
from the restoring effortlessness of the appreciated toast the watchful movement of the dinner
advantage. Story of india – from maharaja to present day. With 98 lodgings in 62 areas
crosswise over india, taj offers guests the refined extravagance of inheritance joined with
easily powerful organization and nearby inclination to make a minute to review.
History :
Jamsetjinusserwanji farewell, organizer of the farewell gathering, opened the taj mahal royal
residence, an inn in mumbai (once in the past called bombay) neglecting the center eastern
sea, on l6 december l9o3. It was the vital taj property and the fundamental taj inn. There are a
few episodic stories concerning why farewell opened the taj inn. As indicated by a story he
opened the lodging after a scene including racial separation at the watson's inn in mumbai,
where he was denied segment as the inn permitted just europeans. Inns which recognized just
european guests were extraordinarily basic crosswise over englishindia at that point.
The taj mahal royal residence in mumbai is the primary lodging of taj, opened in the year l9o3
In l974, the gathering opened india's first global five star grand shoreline resort, the
stronghold aguada shoreline resort in goa. In l97os, the taj aggregate likewise began its
business in metropolitan inns, opening the five-star fancy inn, tajcoromandel in chennai, in
l974, getting an esteem interest and working contract for the taj president (now vivanta by taj -
president), a business inn in mumbai, in l977, and furthermore opening the taj mahal inn in
delhi in l978.
The gathering has been changing over regal castles in india into lavish inns since the l97os.
The essential royal residence to be changed over into a taj lavish inn was the lake castle in
udaipur, in l97l. Different illustrations incorporate the rambagh castle in jaipur, umaidbhawan
royal residence in jodhpur, falaknuma royal residence in hyderabad and nadesar royal
residence in varanasi.
7
A segment of the umaidbhawanpalacein jodhpur is a taj lavish lodging and it is a piece of the
main inns of the world
In l98o, the taj assemble opened its first inn outside india, the tajsheba lodging in sana'a, in
yemen and in the late l98os, got interests in the st. James' court lodging (now containing taj 5l
buckinghamentryway suites and living courses of action and st. James' court, a taj inn) in
london. In l984, the taj gather got, under a permit seeing, each of the taj west end in
bangalore, tajconnemara (now vivanta by taj - connemara) in chennai and savoy inn in ooty.
With the opening of the taj west end in bangalore, the taj amass made its raid into bangalore.
The five star grand lodging, tajbengal in kolkata, was opened in the year l989, and with this
the taj gather transformed into the main inn network in india with a proximity in the six
noteworthy metropolitan urban groups of india, specifically mumbai, delhi, kolkata,
bangalore, hyderabad and chennai.
Ten lodgings of the taj bunch are individuals from the main inns of the world.
Two lodgings of the taj gathering, specifically rambagh royal residence in jaipur and the taj
mahal royal residence in mumbai, were situated in 2ol3 by condènast explorer among the best
loo inns and resorts in the world.[14] in late 2ol3, the indian voyager magazine situated taj
lake
Royal residence in udaipur and taj exotica resort and spa in maldives on positions 34 and 98,
individually, in the rundown of loo best lodgings and resorts. Condènast voyager likewise
situated the taj mahal royal residence in mumbai on number l3 in the rundown of best quality
level lodgings, in 2ol4.
Hospitality brands
Taj/taj extravagance - the extravagance lead stamp is the past assignment of the taj inns
resorts and royal residences. These inns cover business goals, points of interest, royal
residences, resorts and woods goals. A large percentage of taj's most experienced and most
renowned inns have been held under brand.
• Taj extravagance living courses of action (non-inn properties)
8
• Taj exotica - the resort and spa sign of taj inns.
Taj trips - the natural life stops amidst the indian national parks and national parks go under
this brand mark. The brand has displayed on the idea of maintainable eco-tourism.
The entry inns and resorts - entryway is a mid-grandstand check, situated underneath the
vivanta. It contains properties in business and get-away goals like vivanta does. The gateway
inn check was made by taj in its prior promote division exertion and has been held and
reached out in the present influx of stamp division.
Different undertakings Association of inner organization, aurangabad - ihcl has been working
the establishment of inn organization at Aurangabad since l993. The establishment offers a
four-
Year degree, arranged with the assistance of workforce from the friendliness foundation with
an association to the school of hudders field in the bound together kingdom.
Jiva spa - it is the spa sign of the ihcl gathering and comprises of the spas at a few lodgings of
the ihcl gathering.
Taj air - ihcl works taj air, an air contract organization.
Taj sats - tajsats air giving sustenance ltd is the biggest aircraft cooking organization in south
asia, as a joint meander of ihcl with sats.
Taj yachts - the ihcl bunch likewise works taj yachts and has two three room extravagance
yachts.
Outline
Perceived as worldwide pioneers, taj lodgings resorts and royal residences, has fashioned
repaying associations with assistants, at every one of our 98 inns over the world. Be it singular
proprietors or institutional engineers, with our associates, we have made famous lodgings and
conveyed an incentive to them.
Respects
9
Trek consultant
Umaidbhawan royal residence, jodhpur named best lodging on the planet, in asia and in india
at the outing consultant explorers' decision respects 2ol6
Coned nast explorer
Conde nast explorer us' yearly gold rundown features tajfalaknuma royal residence,
hyderabad; taj lake castle, udaipur; the taj mahal royal residence, mumbai; umaidbhawan
royal residence, jodhpur in the india list and tajtashi, bhutan – the main section in the bhutan
list
Excursion guide
Taj falaknuma castle, hyderabad conceded number one position in the best royal residence
inns on the planet classification by trip counsel 2ol5
Vivanta by tajbekal, kerala is featured in the conde nast voyager, uk hot rundown 2ol2 – it has
been incorporated as one of the "6o best new inns" on the planet.
1.3.1 Promotors
Societies/Company/partnership firm/Proprietorship firm/Development Authority/Trust agents
1.3.2. VISION & MISSION
VISION:
Grasp Talent and tackle Expertise to use principles of Excellence in the Art of Hospitality to
Grow our International nearness, Increase household Dominance and Create Value for all
partners
The Taj Group of Hotels submits itself to the general change of the natural condition, which
we are each of the a piece of. We perceive that we are not proprietors but rather overseers of
the Planet and owe it to our kids and future ages of mankind. It is our undertaking to moderate
10
and secure as well as to reestablish and recover the earth in which we live and operate.Our
responsibility includes all activities identified with our items, administrations, partners,
accomplices, merchants and communities.We will accomplice and draw in with our condition
through EARTH: Environmental Awareness and Renewal at Taj Hotels. For us EARTH isn't a
program, nor a procedure; it is a lifestyle.
MISSION:
To reliably convey high esteem benefit contributions prompting solid brand value for Taj and
firm business connections. To make a situation of trust among our customers and Taj gather
workers and empower a nature of inventive, creative, innovatively progressed, out-of-the-
crate considering. Unshakeable Core Values of Transparency, Integrity, Responsibility and
Respect and Concern for Others; are the bedrock of how we direct our business!
1.3.3. PRODUCT AND SERVICE
1 Rooms : The rooms frame the real piece of Taj's item. These are intended to make the best
stay encounters for the visitors. Offices, for example, wellbeing club and Spa, Butler
service,concierge, business focus, clothing administration, eatery and travel benefits
additionally improves the visitor encounter. Taj's extravagance overhauled lofts, the main
such item in south Mumbai , and the natural life holds up in Bandhavgarh and pench
speaks to the spearheading spirirt of Taj.
2 Eateries : Taj has been a trailblazer in presenting new and creative culinary ideas, taking
the feasting background to another level. The Gourmet eatery and rich bars are intended to
make an exceptional mood for our visitors. A few of our eateries have prevailed upon
grants the years.
3 Banqueting and Conferences: Most Taj properties have broad and very much named
indoor and outside dinner/meeting offices. These are suited to an assortment of capacities,
for example, classes, meetings, workshops, exceptional scenes for dispatches of items,
social and social occasions. Every one of these items and administrations are adjusted to
the brand norms of individual vital specialty unit.
11
1.3.4. AREAS OF OPERATION
Taj Hotels Resorts and Palaces is assembled into Luxury Domestic, Luxury International,
Leisure and Business classes to give consistency over the diverse inns and institutionalized
items and administrations. "I do trust that we in the (Tata) Group have held a view and held a
feeling of reason that our organizations are not in presence just to maintain our business and
to make benefit and that we are dependable and great corporate nationals well beyond our
typical activities. That is to say, that we have an influence in the group and we bear group
duty as a major aspect of social obligation of our country.
1.3.5. INFRASTRUCTURE FACILITIES
Taj Luxury Hotels (Domestic and International)
Taj Luxury Hotels catch the pith of the Taj encounter and are synonymous with sumptuous
facilities and unrivaled administration. With vantage areas in each city, every inn offers
sumptuously delegated suites and rooms, gourmet claim to fame eateries and bars, cutting
edge business offices, current wellness focuses, reviving sanatoriums, and very ample
prepared dinner and assembly offices.
Taj Leisure Hotels
Taj Leisure Hotels incorporate charming shoreline resorts, honest to goodness royal
residences, turn-of-the-century cultivate withdraws, and memorable and explorer focuses.
Exhibiting the best of each goal, Taj Leisure Hotels are loaded with enterprise, sentiment,
solace, and style.
Taj Business inns
12
Situated in the core of India's key business urban communities and towns, Taj Business Hotels
give present day accommodations and extensive solace for both relaxation and business
explorers alike. Dynamic and dynamic, they hold the glow and soul of India while offering
multi-food eateries and contemporary business offices.
Infrastructure
1.4. COMPETITORS’ INFORMATION
A Tata association should finally make evolution toward the underpinning and support of an
aggressive, open market low-cost in India and overseas, and might join forces in endeavors to
advance the vibrant and prudent evolution of argument and gamble by a nation. In particular,
a Tata organization might not take part in exercises that create or bolster the development of
imposing business models, awesome business sector spots, cartels and analogous uncalled for
exchange hones. A Tata organization should advertise its items and administrations all alone
merits and might not put forth out of line and send off course expressions about contenders'
items and administrations. Any jamboree of aggressive data should be made just in the typical
13
course of occupational and might be gotten just completelawfully allowed sources and means.
Coordinate Competitors:
1. Oberoi Hotels
2. Oriental Hotels
3. ITC Welcome group
4. Lodging Leela and so forth.
Potential Target advertise: The high civilisation of the universal public is intensive on. i.e. the
wealthier individuals in the general public. Their tolls or duties are high as the extravagances
gave by them are likewise typical and 5-star. In this manner, this is in setting to the Indian
kindling of Taj Hotels
1.5. SWOT ANALYSIS
STRENGTH
1. The gather has tremendous power and qualities, which makes it the best and
aggressive
2. It comprises of 57 properties in 40 areas crosswise over India and 18 global inns.
3. Its up-to-date assortment of inns like; Taj exotica, Taj safari, The entryway lodgings,
Ginger inns, Jivas spa and so on.
4. Its powerful and proficient administration procedures and staff.
5. Its mark name.
WEEKNESS
1. Taj inns being such a major brand, has a ton of points of interest however every
enormous organization faces some chances thus does Taj. A portion of its
shortcoming;
14
2. Its difficult to keep up such a colossal chain of auxiliaries and there are more odds of
incidents in administration.
3. Its immense rivals like Oberoi, Leela, Oriental, ITC and so forth are additionally
giving same offices and hence it turns into a soft spot for Taj lodgings.
4. Its exorbitant for the Indians to bear the cost of the duties and administration charges
set by Taj inns. In this manner, they free a noteworthy piece of their piece of the
overall industry.
5. They require a considerable measure of speculation.
OPPORTUNITY
1. The Group is adjusted purposely to abuse the going with situation:

2. In the view of a strong economy having its positive aftermaths on the Tourism
3. Division inciting quick advancement in business segments in India, South Asia and
key gateway urban groups in source-publicize objectives.
4. Fast augmentation in both International and Domestic objectives, with top notch
Luxury, Leisure and Business properties.
5. Taking consideration of creating request in the money related arrangement and
mid-exhibit parcels.
6. Expanding the thing portfolio into related commitments viz. indulgence living
plans, untamed life lodgings and prosperity spas.
THREATS
1. The perils recognized by the Group are associated on a very basic level to the
business areas in which the Group works and general factors related to the tourism
business. Significant among these are:
2. Cheaper worldwide airfares, extending sensibility of development to International
objectives, especially South East Asia, Europe and Australia.
3. Growing closeness of worldwide neighborliness chains fighting in the Luxury and
Business divides, to deal with excess request situation.
4. Appreciating Indian Rupee inverse the US Dollar, achieving lower affirmation on
remote exchange benefit.
15
5. Slowdown of worldwide demand achieving diminishment of salaries.
1.6. FUTURE GROWTH AND PROSPECTS
1. Urban Sanctuaries - Luxury Weekends from the Taj
2. City Escapes
3. Island Escapes
4. Rejuvenate with Jiva
5. Christmas and New Year breaks
Some more advancements in advance are:
• TAJ opens its fifth lodging in Bangalore

• Taj Coromandel presents 'ANISE'
• 'No Room for the Ordinary' promoting effort
• Taj Residency Bangalore discloses 'Jiva' Spa
• 'Heritage and Nature Walk' At The Taj West End, Bangalore
• Bhairo',The Stunning New Rooftop Restaurant At Taj Lake Palace, Udaipur
• Intoxicating Bhutanese Bath' At Taj Tashi, Thimphu, Bhutan
• Two More Taj Safari Lodges Will Open In 2009
Methodology:
• Taj gather has used the Taj name for each one of its exercises to utilize the brand
esteem coordinated by the name Taj.
• Taj check is expecting an extending some portion of driving wages
• Taj collect intends to incorporate around 12 Hotels in the accompanying 3 years .
• Taj urges the augmentation to other segment by endorsing the sub-brands with
their people's picture names.
CREATIVE MARKETING SERVICES:
"Remain A BIT LONGER"- If a client book 2 evenings or 3 with Taj lodgings, at that point
they shock to client with a complimentary night's stay at select inns.
16
"Prompt riser OFFER"- Say at any of Taj properties extending from current business inns to
charming shoreline resorts to credible Rajput castles, 10 days ahead of time and profit the
Early Bird Rate to appreciate investment funds of 20% over our Best Available Rate (BAR).
"SUITE SURPRISES" - Book between 1-4 evenings in Taj Suites and appreciate a free night's
remain. Extravagance at the Taj isn't just about liberalities, yet points of interest. Book 1, 2, 3
or 4 evenings in our grand Suites, including immaculate insides and exemplary style, and
appreciate a complimentary night's remain.
TAJ SAFARIS are natural life holds up that enable voyagers to encounter the unparalleled
excellence of the Indian wilderness in the midst of lavish environment. They offer India's first
and final natural life extravagance stop circuit. Taj Safaris furnish visitors with a definitive,
interpretive, natural life encounter in view of a demonstrated supportable ecotourism show.
TAJ AIR, an extravagance private stream task with best in class Falcon 2000 flying machines
outlined by Dassault Aviation, France; and Taj Yachts, two 3-room extravagance yachts
which can be utilized by visitors in Mumbai and Kochi, in Kerala.
"BUSINESS EDGE" - At the Taj, business isn't simply offbeat, however profitable. Close by
the quintessential combination of business and joy, you will likewise appreciate mind blowing
reserve funds and advantages on our customary cordiality and extraordinary administration
that are certain to abandon you wonderfully astounded.
Breakfast for two (single/twofold same rate)
Lodging Credit of Rs 2000/ - per remain against F&B, clothing, or spa (where spa
administrations are accessible)
KEY SUCCESS FACTORS
• Technology related:- Used of propel innovation in inn premises.

• Manufacturing-related: - High usage of settled resources.
• Quality control know-how.
• Serving client as indicated by their determination.
• Distribution-related: - Presence of inn network at different spots.
17
• A solid system.
• Marketing related: - Breadth of product offering and item determination.
• Personalized client administrations.
• A understood and very much regarded mark name.
Monetary features
The Directors thus exhibit the Forty Sixth Annual Report of the Company together with the
Financial Statement (Audited Statements of Account) for the year finished 31st March, 2017.
1.7. FINANCIAL STATEMENT
TABLE 5: OPERATING AND FINANCIAL RESULTS(Rs in lakhs)
PARTICULARS 2016-17 2016-17
I) 5113.62 5122.88
Gross
NcomeProft for the year 1538.19 1582.40
Less: Depreciation 464.85 266.45
Less: Interest - -
Proft before tax 1073.34 1315.95
Less: Provision for Tax
- Current Tax 491.77 199.33
- Deferred Tax (100.12) 268.74
Profts after Taxes 681.69 847.88
Add: Other Comprehensive Income (Net of Taxes) (16.61) (4.34)
Total Comprehensive Income 665.08 843.54
Add: Balance brought forward from previous year 3466.03 2935.41
Balance available for appropriations 4131.11 3778.95
Less: Dividend Paid 260.00 260.00
18
Less: Tax on Dividend 52.93 52.93
Less: Amount transferred to General Reserve - -
Balance Carried forward 3818.17 3466.03
19
Chapter 2
THEORITICAL BACKGROUND OF THE STUDY.
2.1 Statement of problem
Data Search and Acquisition Every individual plays out some data look before a buy. Indeed,
even hasty purchases require the shopper to inside review something about the past experience
or convictions of an item that help them in making the buy. Shoppers obtain data as a method
for lessening the hazard in case of vulnerability in regards to the result of an activity. An
entire data inquiry will significantly diminish the shopper's distinction amongst outside and
inside data (Locander and Herrmann 1979). By diminishing the hazard, the buyer will by and
large increment their fulfillment, which is the essential objective of each customer.
Preceding the buy point, the purchasers continue with a customer data look. Engel, Blackwell,
and Miniard (1995) characterized this hunt as: "the persuaded enactment of learning put away
in memory or obtaining of data from the earth." More effectively comprehended, a buyer data
look is the sure strides in finding the data expected to settle on an informed decision before
the last buy point. Before the data look, an individual must procure this data. Data obtaining
should be possible inside the individual or require outer wellsprings of data. In any case, there
are vital factors that will factor into a person's buy preparing steps (Assael, 1984).
Vogt and Fesenmaier (1998) took Assael's (1984) demonstrate and adjusted it into figure 1.
This model speaks to the means that the shopper takes in settling on each buy choice
This paper will investigate the ecological and advertising input factors in organize one to
clarify the components on why visitors pick the particular eatery they pick. In any case, the
greater part of this paper will center around organize two, the data securing. I have picked
Bloch, Sherrell and Ridgway's (1986) model to better clarify the data securing stage. They
have separated the data obtaining further into three hypothetical methodologies: the data
preparing, mental/motivational, and financial methodologies. The data preparing approach is
done inside the self that assembles all earlier information on a buy the self has put away in
their memory. On the off chance that the individual believes that they require more data they
will look remotely from themselves in light of the mental/motivational or monetary approach.
20
The mental/motivational approach takes a gander at the reasons why the individual is hunting
down more data. What outside elements are spurring this person to look? The monetary
approach examines the cost/advantage of hunting down data outside of the person.
For associations that want to get their name out into the market, time spent is particularly
basic to get it. Whatever degree will a client take to better grasp contenders and what are the
trading costs related with the decision? Exactly when an association markets themselves,
where might they want to be for the buyer to see? Time is regarded differently for every
person. The web has finished a great in decreasing costs for the purchaser since it requires less
speculation to find information on purchases. For associations, the web has extended the
restriction, empowering tinier contenders to accomplish new customers at significantly less
cost (Ratchford 2001). Online reservation systems have outfitted the customer with a strategy
for chasing down diners at any rate you can consider doing. Besides, capable reviews,
individual overviews, and assessments are inside and out given at one source. Online
reservation structures give more vitality to the buyer in less time
Online versus Disconnected Communication in Service Consumption
Dijk, Minocha, and Laing (2006) investigated why purchasers use multi channels while
purchasing things or organizations. Likewise, the examination also exhibits the cases with
customers in this methodology. Finding what drives a client to use one channel over another is
growing progressively basic (Black, Lockett, Ennew, Winklhofer, and McKechnie, 2002).
Dijk et al. (2006) examine looked from start to finish in the usage strategy: information look
for, considering, decision, purchase, and sometimes clamor (Assael, 1995). The individuals
saw influencing components included: comfort, saw peril, prior conditions, exceptional
necessities, and trade costs (Dijk et al., 2006). Various individuals agreed that they liked to
use the web as a channel of gaining information, however various disengaged
correspondences were used. For some odd reason, out of the 143 travel stories recorded, 90
used multi channels for their development courses of action.
Only 4 of the development stories excluded the web as a channel. In any case, various
individuals inspected how they used the web as a wide look and for more moderate plans, yet
when it came down to the genuine purchase the buyers acquired the organization through a
21
substitute channel. The web has transformed into a certainly basic way to deal with
accomplish customers and for those customers who wish to get information as for
entertainment voyaging; in any case, associations must have trade techniques for being
available for the buyers. The restaurant business can be discussed a comparative way. Online
correspondence is an amazing strategy to get a restaurant's name out into the market;
nevertheless, there ought to be distinctive strategies for contact to be in the potential guests
thought set.
Six Factors Affecting Internet Reservations
Kim and Kim (2004) drove an examination to find if online appointments for a hotel were
affected by purchaser's economics. Their examination assumed that no measurement
information was enormous with online purchasers and detached purchasers. However those
that used the web for reservations contemplated that six components impact why they
continue utilizing the web for booking reservations:
1. Accommodation,
2. Simplicity of data look,
3. Exchange (simplicity of understanding strategies and putting orders),
4. Data believability
5. Cost and
6. Wellbeing
(simplicity of wiping out and security of delicate data (Kim and Kim 2004). Those that
booked reservations disconnected presumed that comfort, cost and security were the huge
components influencing their choice to book a reservation by means of another disconnected
technique.
Overseeing lodging administration is extremely perplexing, subsequently it includes

occupation of managing clients straightforwardly, buys made by clients and room reservation.
The manual lodging administration is subdivided into area with each segment having
22
particular undertakings. These undertakings will however every once in a while collaborate
operationally to accomplish hierarchical destinations. The method of association comprises of
all attributes of a run of the mill manual framework i.e. correspondence through verbal means,
archives and so on. This now prompts computerization of inn administration.
The proposed savvy lodging administration (IHM) framework is free from countless staffs
that gives those offices and less customs. In mal-populated nations lack of labor is expanding
step by step. In this way, they need to import labor from different nations. In this condition the
IHM can be a perpetual arrangement. Also, it has sufficient security
2.2. LITERATURE REVIEW
1. Paul S. Goldner (2006): Had conducted a research study on theCustomer attitudes to

waiting times in the hotel and restaurant industry based onMaister’s “Psychology of
Waiting Lines”. The study was conducted with a sample of100 customers – show that
customer behaviour is affected by the length of time theyHave to wait. The study
compares customer attitudes and the firm’s ability to deliver;Explains specific
examples of developments in service systems design and delivery in. Both hotels and
restaurants.
2. Grigoroudis, E and Siskos, Y (2009) provide definition for ‘customer’ upon
two approaches: With reference to loyalty, “A customder is the person that assesses
the quality of the offered products and services” and on process-oriented approach,
“the customer is the person or group that receives the work output”
3. Peter Jones and Andrew Lockwood (2002): According to Dictionary of American
History provide a simple definition for hotel as, “an operation that provides
accommodation and ancillary services to people away from home.” Hotel industry is a
large and highly diverse industry that includes a wide range of property styles, uses
and qualities.“The primary purpose of hotels is to provide travelers with shelter, food,
refreshment, and similar services and goods, offering on a commercial basis things that
are customarily furnished within households but unavailable to people on a journey
away from home”.
23
4. O’Fallon and Rutherford (2010): “Hotel Management and Operations” define
“hospitality is the cordial and generous reception and entertainment of guests or
strangers, either socially or commercially”
5. The study by Alex M. Susskind (2002): examines how the nature of service failure
together with the restaurant’s service-recovery effort influences customers’intentions
to return to the restaurant and their subsequent word-of-mouth communication
regarding the incident and the restaurant. The study shows how word-of-mouth
communication materializes from service experiences. The author argues that the
consumers evaluate the components of service viz. food, service, and ambience rather
than as a total picture, and the customers form an opinion for each item individually.
6. According to Mohsin et al (2005): Today’s hotel guests expect quality service,
product, atmosphere, entertainment, value for money, require high quality experience
from their stay in hotel. The authors discuss the significance of service quality
andcustomer satisfaction, and undertake a service quality assessment of hotels in
Darwin n the Northern Territory of Australia as perceived by their customers. The
authorsfurther analyses and discuss the response of 149 respondents about their
expectations from a stay in 4-star hotels.
7. Laurette Dubé and Leo M Renganathan (2000)41 sums up that to develop loyal
guests, managers must give guests value during their hotel stay by giving outstanding
service. The authors identified particularly positive aspects of the hotel stay noticed
by the guests as visible sources of customer value, and discussed these in relation to
the business strategies stated in the manager’s interviews as the primary reasons for
their success. The study focuses on specifically identifying those hotel attributes that
drive value in lodging purchases.
8. John W. O’Neill and Qu Xiao (2006)50, based on the notion that a hotel’s
brand contributes significantly to its market value analysed the various factors and
implications. The study examines the relationship between the market value and the
brand effect from the investor-owner perspective. The study used Analysis
Covariance (ANCOVA) to examine the effect. The authors opine that this was the
first study to empirically examine the relationship between specific hotel brands and
24
market values. The findings show that brand affiliations contribute significantly to
the variances of hotel values.
9. According to Pei Mey Lau et al (2005): Hotel customers’ perceptions of
service quality provided by the hotel industry were lower than their expectations and
there exists a significant gap between customers’ expectations and perceptions. The
survey was conducted in the Malaysian hotel industry with four-star or five-star
ratings among the travellers who stayed at the five selected luxury hotels in the Klang
Valley, Malaysia.
10. Roya Ranimi (2007)66 presented a thesis on the feasibility study of Customer
Relationship Management (CRM) application in hotel industry. The research study
was conducted on the context that with increased globalization, competition, higher
customer turnover, growing customer acquisition costs and rising customer
expectations in today’s competitive word, CRM is very important for companies.
11. Peter Jones and Michael Dent (1994): Had conducted a research study on the
customer attitudes to waiting times in the hotel and restaurant industry based on
Maister’s “Psychology of Waiting Lines”. The study was conducted with a sample of
100 customers – show that customer behaviour is affected by the length of time they
have to wait. The study compares customer attitudes and the firm’s ability to deliver;
explains specific examples of developments in service systems design and delivery in
both hotels and restaurants.
12. Wenjing Shang and Neal H. Hooker (2006): In their working paper use
survey data to determine consumer preferences among a set of four alternative food
labels which report such plant level performance scores. The authors study the
product label reports of food producers’ hygiene performance and explore consumer
preferences for the ‘right’ amount of information and how to present this information.
13. KarnikeyaBudhwar (2004): Conducted the research to evaluate the crucial

factors that would impact the restaurant’s success or failure; to identify the gaps
25
between management’s and the customers’ perceptions; and to analyse choice of
cuisines – mainly attributed to commercial customers and their behaviour. The study
covered 48 restaurants. The study observes hygiene and sanitation, location, access,
parking and visibility, music, supplier’s quality consistency, food cost, design and
décor as important variables that impact the success of a restaurant.
14. According to Hung (1977), “…. satisfaction is a kind of stepping away from
an experience and evaluating it … One could have a pleasurable experience that
caused dissatisfaction because even though it was pleasurable, it wasn’t as pleasurable
as it was supposed to be. So, satisfaction / dissatisfaction isn’t an emotion, it’s the
evaluation of the emotion”.
15. The paper by Reginald M. Peyton et al (2003): Presents a review of literature prior
to the 1990s related to the areas of consumer satisfaction / dissatisfaction (CS/D). It
addresses both the theoretical and measurement-related issues involved in these areas
of study
16. Stephen Ball et al (2007)75 present a detailed historical development of the

Indian hotel sector. The authors claim that the Indian hotel sector is in a period of
rapid growth and change because of the rapid expansion of business activities, which
is the result of the fast-growing Indian economy? The book illustrates that there were
about 15,000 tourist-arrivals in India in the 1950s, followed by a boom in 1986 with
an inflow of about one million tourists.
17. Nelson Tsang and Hailin Qu (2000)72 analyses the perceptions of service quality in
China’s hotel industry from the perspective of both international tourists and hotel
managers. The sample contained 90 hotel managers and 270 international tourists,
stayed at various hotels in Beijing, Shanghai, and Guangzhou.
18. Jay Kandampully and DwiSuhartanto (2000)42 conducted a research study on

the customer loyalty in the hotel industry. The objective is to identify factors of
26
image and customer satisfaction, which are positively related to customer loyalty in
the hotel industry. The research helps extend the understanding the relationship
between customer loyalty, customer satisfaction, and image.
19. Gabbie et al (1996): Have conducted a study to investigate the relationship

between quality service and customer expectations in the Northern Ireland hotel
industry. The study was conducted in two hotels in Northern Ireland using the
SERVQUAL. More specifically the paper tries to identify the service gaps. Two
hotels with different management were selected for the research study. Questions for
data collection was based on the service quality gap model.
20. Thanika Devi Juwaheer and Darren Lee Ross (2003): Carried out a study with
the objectives that “to assess the customers’ expectations and perceptions of quality in
hotels of Mauritius and to identify the gap (if any) between those expectations and
perceptions and to identify and compare the perceptions of hotel managers who are
responsible for managing quality and the customers in these hotels who experience
and judge it”.
27
Chapter 3
Research Design
3.1. Statement of the problem
Potential guests can hold no less than one spaces for a predefined period using the telephone.
These reservations are managed by the booking collaborators. The potential guest requests the
sort of the room, arrival date, term (or flight date). An output is made for the availability of
spaces for the dates required. If compelling, the customer is instructed the inconspicuous
components and the cost. We will take the assurance criteria from customer and demonstrate
the hotels list for customer basing on the criteria. Customer can book the room if there is
openness of the rooms in that particular cabin. There are three particular sorts of customer
parts for the application they are director, motel administrator and standard customer.
Following are the exercises obliged each customer.
3.2. Need for the study
There are a couple of motivations to mastermind new PC based cabin association framework:
the proposed structure will clear the wild undertaking of customers and specialist for
searching for and booking rooms in hotel. The framework will help the real staff i.e. specialist
of the motel to keep the consistently and the history record purposes of enthusiasm of the
customers in proper database. Will make suitable reports for customers at the period of
selection. Every fledgling client can without a lot of an extend organize with the framework.
The hms will allow remote get hotel database only for customer after the endorsement
frameworks. The customer could look, book rooms and give input.
3.3 Objectives of the study
 To investigate the customers perception towards online hotel booking service quality.
 To identify the factors on that make customers website satisfied.
 To understand the satisfaction level of customers on online booking.
 To suggest feasible changes to implement online traffic in the website
 To provide customer information to management which can be access any time
28
3.4. Scope of the study
This investigation chiefly centered around giving retailing business application utilizing
automated framework that empowers organizations to track administrations and means to give
precise and dependable process on each exchange particularly in a lodging reservation. This
investigation investigated a superior effect of utilizing innovation today on how it influences
our every day lives particularly to be the client. With this examinations it can push our
recipients to know the distinctions of utilizing manual framework to an electronic age today,
organize is to demonstrate and to give them the correct data.
3.5 Research Methodology:
Descriptive research is utilized, as a part of this investigation. This exploration configuration just
portrays the exact depiction of clients who are the items. The graphic investigation is commonly,
worried about deciding the recurrence with which something happens.
Sampling design:
The strategy for, examining utilized was irregular testing. Arbitrary testing from a limited
populace alludes, to that technique for test choice which is given every conceivable example
blend an equivalent likelihood of being gotten and everything in the whole thing, in the whole
populace to have break even with shot of being incorporated into the example.
Sampling size
The testing unit, is the, fundamental unit, containing the, components of, the objective, and
populace. In the, examination, the individual representatives are the individuals who, work in
Nextru. The example has taken from the investigation in 100.
Data Collection Method: Data accumulation is a demonstration of gathering significant and

satisfactory information required for the exploration from test estimate. For the most part, two
techniques are utilized for information gathering, they are
29
Primary Data: The essential information is those which are gathered out of the blue. For the
investigation, organized survey through direct individual meeting strategy was utilized to gather
information, from clients.
Secondary data: Secondary information is the informationcan be gathered from existing

sources.
Eg: Journals, Magazines and Articles
The significant wellsprings of supporting information of organization site through web.
Articles.
Research provide details regarding a similar theme.
Association profile and yearly reports.
3.6 Hypothesis
H0: There is, no significant, relationship betweencustomers satisfied and the online booking
portal
H1: There is, a significant, relationship between, customers satisfied and the online booking
portal
Statistical test: Data collected will be presented in tabulated form and analysis will be carried
out using various research tools is Correlation view to find out whether the result of research
study is signification or not.
3.7 Limitation of the study:
1., Because of, the limited, time, period, an in-depth, study not, possible.
2., Few, of the employees, are not, willing to, provide the, data.
3., This, study conducted on study purpose only.
4. This study, is limited only to this company.
30
5. The data may, not be, true, because of personnel bias.
3.8 Chapter scheme
Chapter 1: Introduction,
This chapter, includes Introduction about topic, details about industrial profile and company
profile.
Chapter 2: Conceptual background and literature review
In this chapter includes theoretical of background about topic and literature, review with research
gap.
Chapter 3: Research design
This chapter deals, with the concepts of research design such as title of the study, statement, of,
problem, objective of, study, scope, of the, study, research, methodology, hypothesis and
limitations, of the, study
Chapter 4: Data analysis, and, interpretation,
This chapter includes tabulation, analysis and, interpretation of the, data collected, presented in
graphical form.
Chapter 5: Summary, of findings, conclusion and suggestions. This chapter concludes the
project report. It comprises of the findings, and conclusions, justification of, the objectives, of
the study and, various recommendations and suggestions that can, be made.
31
Chapter 4
Data Analysis and Interpretation
Table 4.1 Table showing the frequency of people booking hotels online.
Sl.No Response Frequency Percentage

1. 0-5 times 15 15%
2. 6-10 times 80 80%
3. 11-15 times 5 5%
4. More than 15 times 0 0%
Total 100 100%
Analysis :
The above chart shows how frequently people visit taj hotel portals to book rooms. 80% of the
people visit the hotel portals up to 6-10 times a year, 15% of the people visit up to 0-5 times a
year, and 5% of people visit up to 11-15 times a year.
Graph 4.1 Graph showing the frequency of people booking hotels online.
0-5 times 6-10 times 11-15 times More than 15 times

0
5
15
80
Interpretation
Most of customers visit the Taj hotel portal on an average of 6-10 times per year, because the
business people has to travel frequently to the same place and they prefer to book it online.
32
Table 4.2 Table showing which of these devices do you use the most for online booking.
Sl. No. Response Frequency Percentage
1. Mobile 55 55%
2. Laptop 5 5%
3. I-Pad 40 40%
Total 100 100%
Analysis:
The above table shows the devices used to come online to book room. The people mostly
come online on mobiles, which holds 55% , the next is I-pad or tab and it holds 40 % and the
Laptop holds the least of 5% for coming online.
Graph 4.2 Graph showing which of these devices do you use the most for online booking.
SALES
Mobiles Laptop I-pad
40%
55%
5%
Interpretation:
From the above table it is understood that majority of the customer use mobile phones to
book online because it is the most handy device with all the facilities, therefore every
individual eventually prefers to use a mobile phone for such works than doing it on laptop or
any other device.
33
Table 4.3 Table showing is online booking user friendly.
1. Yes 90 90%
2. No 5 5%
3. Can’t 5 5%
Total 100 100%
Analysis:
The above table shows the percentage of people who find it user friendly. 90% of the people
find this way user friendly and 5% of them doesn’t find this way user friendly. 5% of the
people couldn’t define it.
Graph 4.3 Graph showing is online booking user friendly.
Yes No Can't say
5%
5%
90%
Interpretation:
The result shows that the majority of customers find the Taj online portal’s interface easy and
user-friendly.
34
Table 4.4 Table showing the main reason for booking hotel.
1. Business 80 80%
2. Short Break 10 10%
3. Long Break 10 10%
Total 100 100%
Analysis: The above tables the main reason of people booking through online portals. 80%
of people book on the reason of business, 10% for a short break and 10% for a long break
Graph 4.4 Graph showing the main reason for booking hotel.
Business short break long break
10%
10%
80%
Interpretation: From the above chart it is understood that business is the reason because
business people travel frequently so they prefer to book their rooms by themselves using
online portal of Taj rather than choosing tourist packages as the non-business people do.
35
Table 4.5 Table showing rate of satisfaction level on range of choice available online.
1. Highly satisfied 50 50%

2. Satisfied 20 20%
3. Neutral 10 10%
4. Dissatisfied 15 15%
5. Highly dissatisfied 5 5%
Total 100 100%
Analysis:
The above table shows the acceptance of the people on the range of choices available on the
portals. 50% of the population is highly satisfied, 20% of the population is satisfied, 10% are
neutral to the discussion, 15% of the population is satisfies and 5% is highly dissatisfied.
Graph 4.5 Graph showing rate of satisfaction level on range of choice available online.
Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
5%
15%
10% 50%
20%
Interpretation:
The above table implies that majority of the customers are satisfied on the range of products
available online which means Taj online portal has a wide range of varieties
36
Table 4.6 Table showing rate of satisfaction level on quality of information available
online.

2. Satisfied 30 30%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table Show the satisfaction level of the customers on the information available on
the online portals. Nearly 50% of the customers are Highly satisfied, 30% are just satisfied ,
10% are being neutral to the discussion , 5% are dissatisfied and 5% are highly dissatisfied.
Graph 4.6 Graph showing rate of satisfaction level on quality of information available
online
Highly satisfied satisfied neutral dissatisfied Highly dissatisfied
5%
5%
10%
50%
30%
Interpretation:
The information available in the Taj interface is useful to the customers and the quality of the
information available shows the quality of the hotel and the majority of the customers are also
highly satisfied.
37
Table 4.7 Table showing the rate of satisfaction level on security/privacy policies of online
booking.

2. Satisfied 20 20%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table shows the satisfaction level of the customers on the security and privacy
policies regarding their information shared to them online. 60% customers are highly satisfied
on the policies,20% customers are satisfied, 10% are neutral, 5% are dissatisfied and 5% are
highly dissatisfied.
Graph 4.7 Graph showing the rate of satisfaction level on security/privacy policies of
online booking.
highly satisfied satisfied neutral

Dissatisfied Highly dissatisfied
5%5%
10%
20% 60%
Interpretation:
The data or information shared with the hotel should private and secure, Taj maintains their
security and privacy conditions to the mark. So people are highly satisfied with their security
and privacy policies.
38
Table 4.8 Table showing the customer grievance resolution faster online.
1. Yes 80 80%
2. No 20 20%
Total 100 100%
Analysis:
The above table shows whether the online portals respond to the customer grievances
immediately and faster. The information shows that the its respond fast which is accepted by
80% of the customer and nearly 20% of the customers have reacted negatively to the
discussion
Graph 4.8 Graph showing the customer grievance resolution faster online.
yes no
20%
80%
Interpretation:
When there is a grievance of the customer than it should be properly met and answered as
soon as possible. Hotel Taj maintains it properly that the majority of the customer grievance
are met and solved.
39
Table 4.9 Table showing the past 2 years your frequency of booking hotels online has.
1. Increased 80 80%
2. Decreased 5 5%
3. Stayed the same 15 15%
Total 100 100%
Analysis:
The above table shows whether there increase in the no. of online hotel portals. 80% of the
customer are aware in the increase in online portals and 5% are not aware of it and 15% are
staying neutral.
Graph 4.9 Graph showing the past 2 years your frequency of booking hotels online has.
increased decreased stayed the same
15%
5%
80%
Interpretation:
The people are very much aware of the increase in the no. of online portals which directly
implies to the increase in competitors in the markets as the customers are open to many
choices and the population becomes very sensible to the issue.
40
Table 4.10 Table showing what you prefer to check customer ratings and reviews before
booking online.
1. Yes 98 98%
2. No 2 2%
Total 100 100%
Analysis:
The above table shows whether the customers check the ratings and reviews on the online
portals. 98% of the customers do notice the ratings and review which they use as a filter on
the online portals and rarely 2% don’t care about the ratings and reviews
Graph 4.10 Graph showing what you prefer to check customer ratings and reviews before
booking online.
yes no
2%
98%
Interpretation:
Majority of the people see to the rating and review of the customer before booking the hotel
room. So the reviews and ratings should be maintained properly for the goodwill of Taj.
41
Table 4.11 Table showing your decision is influenced by customer reviews.
1. Yes 90 90%
2. No 10 10%
Total 100 100%
Analysis:
The above table gives the information about the influence of customer reviews in the
decisions of the customers. Nearly 90% of the customer decisions are influenced by the
reviews and only 10% of the customers stay uninfluenced.
Graph 4.11 Graph showing your decision is influenced by customer reviews.
yes no
10%
90%
Interpretation:
Now a days the opinions of other people influence the decision of one. Like that the decision
of the Taj hotel customers are influenced by the ratings and reviews of the hotels as majority
decide according to them.
42
Table 4.12: Table showing rate your satisfaction level on the benefits offered while
booking online.

2. Satisfied 20 20%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table shows the percentage of customer satisfaction towards the offers available for
them on online portals. Nearly 50% of the customers are highly satisfied with the offers
available, 20% customers are satisfied , 10% people are staying neutral to the discussion, 10%
customers are dissatisfied and 10% customers are in negative response to the offers available.
Graph 4.12: Graph showing rate your satisfaction level on the benefits offered while
booking online.
highly satisfied satisfied neutral dissatisfied highly dissatified
10%
10%
10% 50%
20%
Interpretation:
The offers available on the adwords of the Taj online also influence people much and the
people are carried away for the offers. Mostly upto 50% of the people are highly satisfied on
the offers available on Taj hotel website.
43
Tables 4.13 Table showing would you recommend the online mode of booking to your
family and friends.

1. Yes 89 89%
2. No 11 11%
Total 100 100%
Analysis:
The above tables shows whether the customers would recommend the online mode of booking
to their friends and family. Nearly 89% of the population has accepted that they would
recommend, and 11% has just reacted negative.
Graph 4.13: Graph showing would you recommend the online mode of booking to your
family and friends.
yes no
0%
11%
89%
Interpretation:
Than any advertisement and promotions word of mouth has a strong impact on decision of
people. Most of the Taj hotel customer has accepted to recommend the mode of booking to
their friends and family
44
Table 4.14 Table showing how regularly is the online website updated.
1. Frequently 20 20%
2. At a regular interval of 60 60%
time
3. Rarely 20 20%
Total 100 100%
Analysis:
The above table gives us the information about the updations made on the portals. 20% has
seen updates frequently , 60% have seen it at regular intervals and 20% rarely.
Graph 4.14 Graph showing how regularly is the online website updated.
frequently regular intervals rarely
0%
20% 20%
60%
Interpretation:
Updating the information and having a check over the information at regular intervals is the
must work to be done. Most of the customers has seen upgradation of information at regular
intervals.
45
Table 4.15 Table showing the rate of satisfaction level with the range of modes of payment
available.
SL. No. Response Frequency Percentage

2 Satisfied 15 15%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table shows the satisfaction level of the customers on the modes of payment given
on the hotel websites. Nearly 65% of the customers are highly satisfied with the payment
modes given, 15% of the customers are satisfied with the available payment modes , 10% are
staying neutral towards the discussion , 5% are dissatisfied and 5% are highly dissatisfied.
Graph 4.15 Graph showing the rate of satisfaction level with the range of modes of
payment available.
highly satisfied satisfied neutral

dissatisfied highly dissatified
5%5%
10%
15%
65%
Interpretation:
In online bookings the modes of payments are very important where Taj maintains all mode of
payment for the ease of the customers. Majority of the people are very much satisfied with the
modes of payment in the Taj user interface.
46
Table 4.16 Table showing how satisfied you are with room categories drafted on the
websites.

2. Satisfied 65 65%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table shows the satisfaction level of the customer to the room drafted on the Taj
online portal. Nearly 65% of the population is just satisfied with the draft and the only 15% of
the population highly satisfied. 10% stays neutral, 5% are dissatisfied and 5% of the
population is highly dissatisfied .
Graph 4.16 Graph showing how satisfied you are with room categories drafted on the
websites.
highly satisfied satisfied neutral dissatisfied highly dissatisfied
5%
5% 15%
10%
65%
Interpretation:
The range of rooms drafted on the Taj hotel website is wide so nearly 65% of the people are
very much satisfied with the draft on the rooms available on the websites.
47
Table 4.17 Table showing how satisfied you are with offers while booking online

2. Satisfied 50 50%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table represents the satisfaction level of the customers on the offers given the
customers while booking the room in Taj. Nearly 50% of the people are satisfied and 20% are
highly satisfied. 10% of the people are neutral , 10% are dissatisfied and 10% are highly
dissatisfied.
Graph 4.17 Graph showing how satisfied you are with offers while booking online
10%
20%
10%
10%
50%
Interpretation:
People are fond of surprises, the offers while booking rooms on the website might surprises
them, which has the ability of bringing them back to the same website. Most of the people are
just satisfied on this and there should be more of improvement in this.
48
Table 4.18 Table showing how satisfied you are with cancellation policies.

2. Satisfied 15 15%
3. Neutral 10 10%
5. Highly 20 20%
dissatisfied
Total 100 100%
Analysis:
The above table represents the satisfaction level of the customers on the cancellation policies
of Taj Vivanta. More than 50% of the customers are dissatisfied and only 15% of the
customers are satisfied. 5% of the population is highly satisfied and 20% is highly dissatisfied.
10% of the people stay neutral to the discussion
Graph 4.18 Graph showing how satisfied you are with cancellation policies.
5%
20%
15%
10%
50%
Interpretation:
The cancellation policy of the Taj hotel is very crucial and not easy many people are
dissatisfied about it and very little people find it easier.
49
Table 4.19 Table showing How satisfied you are with refund policies.
2. Satisfied 55 55%
3. Neutral 15 15%
Total 100 100%
Analysis :
The above table gives the information on the refund policies of the online portal of the hotel.
Nearly 15% of the people are highly satisfied and 55% of the customers are satisfied. 15% of
the people remains neutral to this discussion, 10% of the people are dissatisfied and only 5%
are highly dissatisfied.
Graph 4.19 Graph showing How satisfied you are with refund policies.
5%
10% 15%
15%
55%
Interpretation:The refund policies are the major fact that can bring back the customer who
has cancelled the room for any of their personal issues. This shows the level of satisfaction the
customer will have towards the hotel. Most of the people are satisfied about the refund
policies of Taj Vivanta.
50
Table 4.20 Table showing the rate of overall satisfaction level on online booking.

2. Satisfied 10 10%
3. Neutral 10 10%
Total 100 100%
Analysis:
The above table shows the overall satisfaction level of the customers over online booking of
rooms. Nearly 70% of the customers are highly satisfied, 10% are just satisfied and 10% of
the people are neutral. 10% of the customers are dissatisfied because of some issues.
Graph 4.20 Graph showing the rate of overall satisfaction level on online booking.
10% 0%
10%
10%
70%
Interpretation:
All the above questions contribute much to this question. The user interface of the Taj Vivanta
is easy and user friendly, the quality of the information, wide range of the rooms in the draft,
offers given on the websites and adwords, offers while booking room, security policies,
cancellation policies, refund policies etc. make the overall experience of the customer
51
HYPOTHESIS
Interpretation:
1. Range of choice available online: The above table shows that the result is highly
significant and positive with significant value 0.005 which is less than 0.05. It means
the customers are satisfied with the range of choice available online
2. Security and privacy policy: The above table shows that the result is significant and
positive with significant value 0.075 which is less than 0.05. It means the customers
2. Range of
choice
available 3. Security and 5.perks provided
online privacy policy in the website
N 100 100 100

20.Overall satisfaction Pearson Correlation .752 .563 .921
Sig. (2-tailed) .005 .075 .015
N 100 100 100
*. Correlation is significant at the 0.05 level (2-tailed).

are satisfied with the security and privacy policies
3. Perks provided in the website: The above table shows that the result is significant and
positive with significant value 0.015 which is less than 0.05. It means the customers
are satisfied with the perks provided by the organization in the website
52
Chapter 5
Findings, Suggestion and Conclusion
5.1 FINDINGS:
1. It is found that majority of the customers book hotel room 6-10 times a year
2. Majority of the customers use mobile phones for booking
3. It is found that majority of the customers find online booking user friendly which
means user interface of the website is good
4. It is found from the majority of the customers that business is the main reason to book
hotels
5. It is found that majority of the customers are satisfied with the range of choice
available online which means the website properly reflects all the availabilities
6. It is found that majority of the customers are highly satisfied with the quality of
information available online
7. It is found that majority of the customers are highly satisfied with the security and
privacy policies which means the website is completely secured and safe to access
8. It is found that resolution is given faster for the customer grievances
9. It is found from the majority of the customers that frequency of booking hotels online
has increased which means customers are satisfied with the online booking
10. It is found from the majority of the customers that prefer to check customer ratings and
reviews before booking online
11. It is found that the decision of the customer gets influenced by customer reviews
12. It is found that attractive benefits are offered in the website because majority of the
employees are highly satisfied with the benefits offered while booking online
13. It is found that majority of the employees prefer to recommend the online mode of
booking to their family and friends
14. It is found that the website is updated in the regular interval of time
15. It is found that majority of the customers are highly satisfied with the range of modes
of payment available online
53
16. It is found that majority of the customers are satisfied with room categories drafted on
the websites
17. It is found that majority of the employees are satisfied with offers while booking
online
18. It is found that customers find the cancellation process difficult because majority of
the customers are dissatisfied with the cancellation policies
19. IT is found that majority of the customers are satisfied with refund policies
20. It is found that majority of the customers are satisfied with the online booking
5.2 RECOMENDATION/ SUGGESTION
It would be keen not to trash the costs related with showing by means of online systems
administration media. Notwithstanding the way that the likelihood to contact a wide gathering
is both expedient and as clear as opening face book account it should not be gotten a handle
on tenderly.
A bona fide point to be reviewed is the potential for harm to the brand getting to be well
known online over the web. Repairing this evil could cost noteworthy money and effort.
Enough qualified staff would require to be secured notwithstanding the costs related with
arranging other staff utilizing the association records would require to be figured in. These
costs are past the space of this report and further research around there is significantly
recommended.
An extraordinarily least correspondence that lodgings should consider is to treat trip guide and
event iq.com as a capable derives of reputation association. At exhibit diagrams whether they
are horrendous or awesome, are left unanswered.
It is recommended that detached and electronic showing methods be conveyed into course of
action to presume blended messages and to propel the availability of the online talks for joint
effort. Detached publicizing should be utilized to supplement the online media. Checking
"visit us on facebook" and other such messages to exceptional material will reveal issues.
The long range casual correspondence framework should satisfactorily versatile to empower it
to adapt to new upgrades and to comprehend what works and what does not work.
54
A submitted internet organizing co-ordinator is recommended to screen the effect of any
developments realized. A submitted co-ordinator would moreover consider consistency in
correspondence. No not as much as a calling office experienced in internet organizing
progressing should be advised at from the most timely masterminding stages.
The surveys and discords raised by the customers on the sns should be satisfactorily regulated
and honest to goodness moves should be made by the hotels association and the move made
should in like manner be conferred to the customer.
The uncommon offers amidst season on should be appeared on the sns on standard prelude,
with the objective that broad number of customers is gotten
5.3 CONCLUSION
Internet organizing has transformed into a fundamental portion of the estimations that pick
where a particular website page is placed in the pursuit rankings. The higher the arranging the
more observable it is to the buyer. One of the inside request behind this examination was to
find what impact individual to individual correspondence objectives is having on the cabin
fragment.
The ability to interface with the visitors of the cabin should be seen as an astoundingly
positive point of view by hotel business. It offers astoundingly honest to goodness data into
how the motels are seen.
The input shared on the audit long range relational correspondence areas, for example, face
book, linkedin, twitter, google+, holidayiq.com and trip expert is an opportunity to upgrade
the association publicizing.
Assessing the effects that reviews, divider posting, blog, photo video, fly up, tweets and posts
can particularly have on arrangements could be to a great degree troublesome.
In conclusion the ability to achieve out to such a colossal volume of potential visitors would
make dismissing internet organizing a poor business choice. The contrary side of the coin is
that potential for harm to the brand by achieving out of each an imprudent shape could be
astoundingly ruinous and extreme to repair.
55
An especially masterminded and savvy elevating framework is required to limit potential
harm and give the probability of succeeding more discernible shots. It is cunning to consider
acquiring a qualified presented some segment of staff or to advise with an outside affiliation
or expert from the most reliable stages to avoid negative outcomes.
Individual to individual correspondence objectives makes a bona fide relationship among

associations and customers; that affiliation makes a case for buy control.
Relational collaboration objectives give sufficient of opportunities to interfacing with hotel

meanders partners Long range relational correspondence locale gives a phase to innovative
hoisting to be suitably utilized for business improvement of hotel tries
From information illustration we watched that motel industry in pune incline toward stand up
to book and excursion advise. In more than some other long range casual correspondence
objectives for the time being works out
Hotel industry with utilization of individual to individual correspondence objectives would

increment be able to centered incredible position by reducing propelling cost , impact mind, to
get enormous market, prepared to execute all around , can improve customer advantage
quality and secure new customers.
56
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Communication Patterns”, Cornell Hotel and Restaurant Administration Quarterly: Apr 2002,
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Books
1. Kerin Hartley- Rudelius marketing.

2. Rahem B Kanani- A wealth of insights
Website
1. www.citethisforme.com
2. www.travelclick.com/reservations
3. www.tandfonline
4. www.researchgate.net
59
ANNEXURE:
1. How often do you book a hotel online each year?

□ 0-5 time
□ 6-10 times
□ 11-15 time
□ More than 15 times [
2. Which of these devices do you use the most for online booking?
□ Mobile
□ Laptop
□ I-pad
□ Computer
3. Do you find online booking user friendly?
□ Yes
□ No
□ Cantsay
4. What is the main reason for booking hotel?
□ Business
□ Short break
□ Long break
5. Rate your satisfaction level on range of choice available online?
□ Highly satisfied
□ Satisfied
□ Neutral
□ Dissatisfied
□ Highly dissatisfied
6. Rate your satisfaction level on quality of information available online?
□ Satisfied
□ Neutral
□ Dissatisfied
60
7. Rate your satisfaction level on security/privacy policies of online booking
□ Satisfied
□ Neutral
□ Dissatisfied
8. Is the customer grievance resolution faster online?
□ Yes
□ No
9. During the past 2 years your frequency of booking hotels online has
□ Increased
□ Decreased
□ Stayed the same
10. Do you prefer to check customer ratings and reviews before booking online?
□ Yes
□ No
11. Does your decision is influenced by customer reviews?
□ Yes
□ No
12. Rate your satisfaction level on the benefits offered while booking online
□ Satisfied
□ Neutral
□ Dissatisfied
13. Would you recommend the online mode of booking to your family and friends?
□ Yes
□ No
14. How regularly is the online website updated?
□ Frequently
□ At a regular interval of time
61
□ Rarely
15. Rate your satisfaction level with the range of modes of payment available
□ Satisfied
□ Neutral
□ Dissatisfied
16. How satisfied you are with room categories drafted on the websites
□ Satisfied
□ Neutral
□ Dissatisfied
17. How satisfied you are with offers while booking online
□ Satisfied
□ Neutral
□ Dissatisfied
18. How satisfied you are with cancellation policies
□ Satisfied
□ Neutral
□ Dissatisfied
19. How satisfied you are with refund policies
□ Satisfied
□ Neutral
□ Dissatisfied
62
20. Rate your overall satisfaction level on online booking
□ Satisfied
□ Neutral
□ Dissatisfied
63
Company Name: TAJ VNANTA
Work Work Undertaken External Guide Internal Guide

Signature Signature
-
~
15/1/2018- Introduction about Pattern effects
20/1/2018 labs and its operation @
~
22/1/2018- Learning about different operation
27/1/2018 and products
5it--
~
29/1/2018- Orientation and Gathering
~
3/2/2018 information about growth of
company
~
5/2/2018- Analysis of market position of the
10/2/2018 company
~
~
12/2/2018- Research problems identification
17/2/2018 (fP-
3b-
19/2/2018- Preparation of research instruction
24/2/2018 for data collection CWJ?
"
~
26/2/2018- Theoretical background of the study
3/3/2018 ¢
~
5/3/2018- Data collection and data analysis
10/3/2018
¥ -
~
12/3/2018- Interpretation of the data gathered
17/3/2018 during the survey
:J£-
. ...,
19/3/2018- Final report prepara ti on and
<fr
~
24/3/2018 submission
~
COLLEGE COMPAN'(
. CZJ~
SE
SEAL _r
- .

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What is the purpose of the certificates mentioned?

What is the purpose of the certificates mentioned?

What is the project report about?

What is the project report about?

Date: 26-03-2018

for the period of 10 weeks.

This is to certify that Mr. Umesh G bearing USN 1AY16MBA82 is a

Signature of Internal Guide

SL NO. Title Page no

2 Conceptual background and literature review 19-28

2.1 Theortical background of the study 19

3 Research design 27-30

3.1 Statement of the problem 27

4 Analysis and interpretation 31-50

5 Summary of findings, conclusion and suggestions 52-54

Table Particular Page

4.9 The employees are getting regular increments in the company. 40

4.11 Sufficient number of toilets provided by the company 42

4.13 The employee’s satisfaction with drinking water in the company 44

4.14 Working organization gives a feeling of security. 45

4.15 The company takes safety measures for employee. 46

4.16 Welfare benefits provided by the company leads to increase in employee’s 47

4.17 The level of overall satisfaction in relation to employee welfare activities 48

4.18 PF benefits provided by the company. 49

4.19 Gratuity benefits provided by the company. 50

LIST OF FIGURES AND CHARTS

Chart Particular Page

Introduction About Topic

Topic: “A Study on customer perception towards online hotel booking portals”

1.2 INDUSTRY PROFILE

The errand consigned to the gathering is to make modernized programming aristocratic

• Rooms might customary/grand/group write & can be either single/twofold/triple.

• Group writes are twofold or three-layered inhabitance.

• Lodgings could conceivably be aerated and cooled.

• All special/suite composes are dependably aerated and cooled

No of rooms and reservation rates are demonstrated as follows:

TABLE 1: Rates per day (rs) and no of rooms in each floor

Project planning & control:

The assignment engaged with venture arranging and control:

Programming quality affirmation design:

Quality affirmation is characterized as a system for accomplishing programming quality. It

Programming quality administration can be organized into three foremost exercises:

TABLE 2: Types of plan

System as per standards

• Taj extravagance living courses of action (non-inn properties)

Taj air - ihcl works taj air, an air contract organization.

Coned nast explorer

Societies/Company/partnership firm/Proprietorship firm/Development Authority/Trust agents

1.3.2. VISION & MISSION

1.3.3. PRODUCT AND SERVICE

1.3.5. INFRASTRUCTURE FACILITIES

Taj Luxury Hotels (Domestic and International)

Taj Leisure Hotels

Taj Business inns

1.4. COMPETITORS’ INFORMATION

3. ITC Welcome group

4. Lodging Leela and so forth.

1.5. SWOT ANALYSIS

1. The Group is adjusted purposely to abuse the going with situation: