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QUESTIONNAIRE FOR EMPLOYEES

Dear Sir/Madam, this is a research cum investigative study being conducted across the hospitality sector of India. The study is solely for educational purposes and complete confidentiality will be maintained. It will take approximately 15 minutes to complete the questionnaire. Kindly extend your co-operation in filling up this questionnaire.

If you have questions at any time about the survey or the procedures, you may contact Ms. Navleen Kaur by e-mail at the following e-mail address navleen10@yahoo.co.in.

Name and Status of the hotel: _______________________

Name of the respondent: ___________________________

Age of the respondent: ( 18-25 ( 26-30 ( 31-35

(36-40 ( 41-50 ( 50 &Above

Designation: (Sr. Manager (Manager (General Manager

(Customer relation Manager (Assistant Manager (Any other

Qualification:

( Matric ( Higher secondary ( Graduation

( Post Graduation ( Doctorate ( Professional ( Any other

Q: 1 How long you are working with the present organization (in years)

( Less than 1 year ( 1-3 yrs (3-5 yrs ( 5-7 yrs ( 7 & more

Q.2 Do you maintain regular data of customers.

(Yes (No

Q.3 Do you use any software for maintaining data of the customers.

(Yes (No

Q: Please tick the relevant option, as per the scale mentioned

S.A – Strongly agree, A- Agree, U- Undecided, D- Disagree, S.D – Strongly disagree

SERVICES FOR CUSTOMER DELIGHT

|Statements |Strongly |Agree |Undecided |Disagree |Strongly | | |Agree | | | |Disagree | |4.Sending Bday/ anniversary Wishes makes the customer feel very important | | | | | | |and happy | | | | | | |5.Offering flowers to the loyal customers , matters a lot for their | | | | | | |happiness | | | | | | |6.Welcome note in the room must be given and is always liked by the | | | | | | |customers. | | | | | | |7.Complementary food makes the customers feel delighted. | | | | | | |8.Free sweets/ Toys / any other entertaining facilities for children are | | | | | | |extremely important for customer retention. | | | | | | |9.Fruit basket / Chocolates / Candles in the room makes the customer feel | | | | | | |extremely delighted | | | | | |

DISCOUNT OFFERS

|Statements |Strongly |Agree |Undecided |Disagree |Strongly | | |Agree | | | |Disagree | |10.Loyal customers are intimated for free recreational games of the season| | | | | | |like paragliding etc. | | | | | | |11. Repeated/ privileged customers are given special discounts. | | |...
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