Vishwakarma Business Review

Subrat Kumar Panigrahi ¹, Amrita Rout ²

Affiliations
1 Saraswata Institute of Management, Bhubaneswar, IN
2 Rajdhani College of Engineering and Management, Bhubaneswar, IN

Abstract

The present study attempts to identify three important factors that makes a customer distinguish between three major hotels in Bhubaneswar. Respective weights to these factors has also been derived. More over a model has been established that predicts the customer-ship of a tourist of three prominent hotels in Bhubaneswar. This customer-ship can be predicted based on the scores of some important factors which are responsible for the choice of a particular hotel. The study has been conducted in Bhubaneswar the capital city of Odisha. The major factors identified were "Service Quality", "Food Quality", and "Tourism Facility" given by the hotels which makes the customer distinguish between the three hotels. The result thus confirms a number of preliminary studies which indicates wide spread care on the three factors by different hotels. Taking care of these three factors has enabled the hotels to satisfy their guests.

Keywords

Customer Relationship, Tourism Service, Service Quality, Discriminant Analysis.

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