The purpose of this case study is to investigate the
factors that have contributed to the success and
customer satisfaction of four well-known hotels in
Mangalore - Hotel Ocean Pearl, Hotel Golden Finch,
Hotel Vishwa Sagar, and Hotel Deepa Comforts. The
study aims to analyze their business processes, services,
and sustainable practices to understand how they deliver
value to their customers and to identify potential areas of
improvement for enhanced customer experiences.
Design Methodology and Approach:
The research methodology involves an exploratory
approach, combining observations, questionnaires, and
stakeholder interactions. The study involves frequent
observations of each hotel's working conditions,
interactions with various stakeholders (such as
employees, vendors, and customers), and the
development of a questionnaire based on the matrix and
model of the four hotels. This comprehensive approach
aims to identify the factors contributing to customer
satisfaction and successful hotel operations.
The findings of the study are expected to reveal the
key factors that contribute to the success of these four
hotels, including food quality, ambiance, hygiene,
employee training, and customer service. Additionally,
the study aims to uncover the role of innovative services
and sustainable practices in enhancing customer
satisfaction. These findings will help identify potential
areas of improvement and strategies to optimize hotel
operations to increase customer retention and sales.
This case study provides a unique perspective on
the success factors and customer satisfaction of four
leading hotels in Mangalore. By exploring their
operations, services, and sustainable practices, the study
offers valuable insights into the hospitality industry that
can be applied to other hotels in the region and beyond.
The study also contributes to the understanding of
effective strategies for enhancing customer experiences
and improving sales in the hospitality sector.
Type of Paper:
This study is a qualitative case study that focuses on
the comparative analysis of four hotels in Mangalore,
India. The paper seeks to provide an in-depth
understanding of their business processes, services, and
customer satisfaction factors, offering valuable insights
into the hospitality industry. The paper combines
observational data, questionnaire results, and
stakeholder interactions to provide a comprehensive
view of the factors that contribute to the success of these
Keywords : Hotel, Tariff, Service, Kitchen, Employees, ABCD Qualitative Analysis, SWOT Analysis. Mangalore Hotels, Customer Satisfaction, Service Quality, Sustainable Practices.