1. Presented By:
Juhi Chawla

2. INTRODUCTION
Customer satisfaction is defined as
the number of customers, or
percentage of total customers,
whose reported experience with a
firm, its products, or its services
(ratings) exceeds specified
satisfaction goals."

3. Organizations take different approaches to identifying
customer service standards and they vary in detail. Emanuel
Medical Center uses “CARING” as an acronym for its six
customer service standards, which are printed on the back of ID
badges, flashed across computers as screen savers, printed on
T-shirts, and posted prominently throughout the hospital:
Customers first
Accept responsibility
Reach out and help
Initiate contact
Nurture others
Give attention to detail

4. OBJECTIVE OF THE STUDY:-
To find that whether the customers
are satisfied or not.
To analyze the company’s working
environment.
To check the Degree of satisfaction
of customers.
To find that they are satisfied with the
restuarant services or not.

5. INDUSTRY PROFILE
Growth of restaurants in the country has put on the table
not only diverse local flavours but a huge variety of
international cuisines.
At present, restaurants have taken over the task for social
gatherings, offering novelty and convenience at the same
time.
There are a total of 1.5 million eating outlets in India and
the number is expected to grow very rapidly in the near
future.
The Indian restaurant industry is growing at a rate of 5 to
6% per annum with revenues amounting to sizeable Rs
43,000 crore (organised and unorganised industry).

6. COMPANY PROFILE
Nestled on the banks of the river Sabarmati, mid-way
between the twin cities of Ahmedabad and Gandhinagar,
Kanan Farms is a jewel set within the enduring timelessness
of nature.
The 'Aaru’s' at Kanan serves up mouth-watering traditional
and international cuisine, including an elaborate Punjabi,
Mughlai, Chinese and Continental spread.
.

7. 'Café Ananda', our outdoor café offers
an enviable repertoire of snacks and
refreshments, right at the heart of
Kanan's lush green environs.
There are in all 65 employees working
in KANAN HOTELS.

8. SWOT ANALYSIS
STRENGTHS
Part of the largest restaurant chain in the world.
Food attracts people of various ranges from young to old.
Innovative range of pastas under one roof.
WEAKNESS
The speed of service is poor.
THREATS
Rising competition undermines Kanan Hotels as consumers go
for greater Convenience.
OPPORTUNITY
New varieties of items can be introduced.
(low fat yogurt ,fresh fruits etc)

9. AGE
100
90
Age Respondent Percentage 80
70 62
60
50 Series1
under 16 16 10.67%
40 Series2
30 24
20
16-34 93 62% 10.66666667
10 3.333333333
0
Age under 16 16-34 35-54 55 above
35-54 36 24%
55 above 5 3.33%
Interpretation:-Among 150 respondents 10.67% are in the age group of
under 16, 62% of respondents are in the age group of 16-34, 24% of
respondents are in the age group of 35-54, and 3.33% of respondents are in
the age group of 55 above.

10. GENDER
Respondent
Gender Respondent
48
Male
Female
Male 102
102
Female 48
Interpretation:- Among 150 respondents 102 are male and 48 are female.

11. NO. OF FAMILY MEMBERS
160
140
No. of family
120
members Percent Respondent 100 87
80
Respondent
More than 10 2 3 60
Percent
40 38
14.6666 20
22 58
25.33333333
8-10 7 22 0 2
14.66666667
1 2 3 4 5
25.3333
5-7 3 38
2-4 58 87

12. HYPOTHESIS
Step 1:- Ho: µ=3 Step 2:- Z test Step 3:- α=0.05
Ha: µ>3
Value of Value of Accept/R
Question Data Zcal Ztab eject
x̄=2.23 µ=3 σ =
Speed of service 0.972 n=150 -9.75 1.645Accept
x̄= 1.77 µ=3 σ =
Parking 0.709 n=150 -21.2 1.645Accept
x̄= 1.92 µ=3 σ =
Choice of food 0.823 n=150 -16.12 1.645Accept
x̄= 1.89 µ=3 σ =
Low fat yogurt 0.931 n=150 -14.6 1.645Accept
Exotic varieties of fresh x̄= 2.11 µ=3 σ =
fruits 1.040 n=150 -10.47 1.645Accept

13. Different types of x̄= 2.13 µ=3 σ=
bread 1.038 n=150 -10.23 1.645Accept
A self service salad x̄= 2.46 µ=3 σ=
bar 1.085 n=150 -6.14 1.645Accept
x̄= 2.05 µ=3 σ=
Good value for money 1.083 n=150 -10.79 1.645Accept
x̄= 2.51 µ=3 σ=
Reasonable 1.008 n=150 -5.97 1.645Accept
x̄= 3.87 µ=3 σ=
Bad 0.869 n=150 12.25 1.645Reject
x̄= 2.11 µ=3 σ=
Excellent 1.136 n=150 -9.57 1.645Accept
x̄= 2.51 µ=3 σ=
Good 1.054 n=150 -5.697 1.645Accept
x̄= 3.64 µ=3 σ=
Fair 0.869 n=150 9.01 1.645Reject
x̄= 3.97 µ=3 σ=
Poor 0.802 n=150 14.92 1.645Reject
x̄= 1.85 µ=3 σ=
Most of the time 1.028 n=150 -13.85 1.645Accept
x̄= 2.36 µ=3 σ=
Sometimes 0.957 n=150 -8.205 1.645Accept

14. x̄= 4.13 µ=3 σ=
Never 0.900 n=150 15.48 1.645Reject
The restaurant is very x̄= 1.59 µ=3 σ=
clean 0.706 n=150 -24.74 1.645Accept
x̄= 1.64 µ=3 σ=
The cutlery is clean 0.658 n=150 -25.66 1.645Accept
x̄= 1.73 µ=3 σ=
The floor is clean 0.748 n=150 -21.17 1.645Accept
The table cloth is x̄= 2.08 µ=3 σ=
clean 0.945 n=150 -11.95 1.645Accept
The food is served hot x̄= 1.63 µ=3 σ=
and fresh 0.729 n=150 -23.22 1.645Accept
The menu has a good x̄= 2.17 µ=3 σ =
variety of items 1.028 n=150 -10 1.645Accept
The quality of food is x̄= 1.69 µ=3 σ =
excellent 0.725 n=150 -22.2 1.645Accept
The food is tasty and x̄= 1.99 µ=3 σ =
flavorful 0.843 n=150 -16.83 1.645Accept

15. CHI-SQ TEST
Value of CHI- Greater/Less
Question SQ Than Accept/Reject
Age and Concerned about the food
Most of the time 0.235 Less than 0.5 Accept
Sometimes 0.757 Greater than0.5 Reject
Never 0.287 Less than 0.5 Accept
Gender and new dishes introduced
Low fat yogurt 0.069 Less than 0.5 Accept
Exotic varieties of fresh fruits 0.466 Less than 0.5 Accept
Different types of bread 0.191 Less than 0.5 Accept
A self service salad bar 0.551 Greater than0.5 Reject

16. UTILITIES OF THE PROJECT
This project is useful for finding the popularity of kanan Hotels.
This project will help Kanan Hotels to make strategies for the coming
future.
This project will help the company to know that which services are
their best services.
This project is useful to researchers for finding in which areas they
have to research further.
Researchers can compare this project with their own as it will be
helpful for them in coming to a final conclusion.
This project will help students to know about the concept of kanan
Hotels.

17. LIMITATIONS OF THE STUDY
The main limitations are as follows:
1. Due to limitation of time only few questions were selected for
the study. So the questions were not enough to generalize the
findings of the study.
2. People were hesitant to disclose the true facts.
3. The chance of biased response can’t be eliminated though all
necessary steps were taken to avoid the same

18. RECOMMENDATIONS AND
FINDINGS
Here I have found out that customers are not getting food on time.
So I would like to recommend them to make strategies to increase the
consumer satisfaction.
The speed of service should be improved.
I would also recommend the company to increase its food quantity
as customers are not satisfied with it.
Provide a suggestion box, check it frequently, and personally reply
to suggestions.
Listen carefully to customers to prevent misunderstanding.

19. CONCLUSION
The company is offering good services, which is reflected on the
satisfaction of the customer.
Majority of the customer are satisfied with food quality of the
restaurant.
Some customers are not satisfied with the speed of service.
Most of the customers are happy with the parking and choice of
food offered.
Customers are ready to try new dishes, if introduced by the
restaurant.
Most of the customers were concerned about the food.