Authors : Ranjith Bhat; Sureshramana Mayya

Volume/Issue : Volume 8 - 2023, Issue 8 - August

Google Scholar : https://bit.ly/3TmGbDi

Scribd : https://tinyurl.com/rfxn972r

DOI : https://doi.org/10.5281/zenodo.8233482

Abstract : Purpose: 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.  Findings: 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.  Originality/Value: 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 hotels.

Keywords : Hotel, Tariff, Service, Kitchen, Employees, ABCD Qualitative Analysis, SWOT Analysis. Mangalore Hotels, Customer Satisfaction, Service Quality, Sustainable Practices.