Abstract

Food industry and Hotel industry is undergoing metamorphosis in terms of adoption on product differentiation and customer service. New entrants roadside food stall which came in to existence in the last ten years have gained a substantial market share and the hotel industry losing the market share by the 7p's of service. It is very important for the roadside stall understand the voice of the customer to offer services required both to attract new Clients and protect existing Client-base from migrating to others. A survey was conducted and results obtained from 537 respondents were analyzed to understand the factors that influence the roadside food stall selection decisions. The top 10 important parameters are found from the study.

Keywords: Hotel Industry, Food Industry, Metamorphosis, Food stall, Customer relation, Customer demands