Markrting

HOTEL GLASSEE: A COMBINED BUSINESS OF

HOTEL, RESTAURANT AND ICE CREAM (GIANI’s)

Section B

Harshan Hashim (PGP05068)

Henna Bansal (PGP05069)

Ilika Grover (PGP05070)

Jayesh Nagpal (PGP05071)

Joel Daniel (PGP05072)

Executive

Summary

Background

Symptoms

and

Problem

Approach

Research

Design

Data

Analysis

Recommendation,

Limitation and

Conclusion

Executive Summary

• An exploratory research was initially conducted to understand the problems faced by “Giani’s”, a

well known restaurant in Rohtak

• A detailed interview with the owner pointed to the stagnant sales for the past 3 years

• Customer Loyalty was found to be one of the main driving factor for sales in Restaurant business

• An online survey was conducted to establish the proposed model

• The result of the analysis implies that the food quality, service quality and atmosphere positively

affect the customer satisfaction. Further customer satisfaction and the reputation of the restaurant

positively affect the customer loyalty.

• Recommendations were provided based on average scores of the independent variables

Executive

Summary

Background

Symptoms

and

Problem

Approach

Research

Design

Data

Analysis

Recommendation,

Limitation and

Conclusion

About Hotel Glassee

• Located at Delhi road in Rohtak, Haryana.

• The hotel comes under the category of budget hotels and offers three kinds of rooms to its guests-Deluxe room,

Super Deluxe room and Suite room.

• They have a dedicated restaurant and an ice cream café. The café is a franchisee of the well-known ice cream brand

“Giani’s”.

• Glassee started its operations in Rohtak five years back.

• Students from the nearby universities and colleges like MDU, Jat College etc. constitutes its customer base. They

also have loyal customer base from the families in and around Rohtak.

• Students usually visit the restaurant during daytime and families during night.

• On an average they have 50 (customers/receipts) per day.

• The restaurant business gives them the maximum...