An Analysis of Critical Success Factors in Project Management

An analysis of critical success factors in project management: Are client
presentation methods of needs and expectations determinant of project
success/failure?
Name of the Student
Name of the University

Table of Contents
Chapter 1: Introduction...................................................................................................4
1.1 Project Background...............................................................................................4
1.2 Research Aim............................................................................................................5
1.3 Research Objectives..................................................................................................5
1.4 Research Questions...................................................................................................6
1.5 Research Structure.................................................................................................6
Chapter 2: Literature Review..........................................................................................7
2.1 Project Definition..................................................................................................7
2.2 Stakeholders Perception on the success factors of project-...................................9
2.3 Traits of project managers related to the project success factors-.......................11
2.4 Business strategies...............................................................................................17
2.5 Critical Success Factors.......................................................................................18
2.6 A framework for defining a business performance measurement.......................22
2.7 The Model of Critical Success Factors................................................................25
2.8 Limitation of Previous Model.............................................................................29
2.9 Selected model for this research..........................................................................30
Chapter 3: Research Methodology................................................................................33
3.1 Introduction.............................................................................................................33
3.3 Research Philosophy...............................................................................................33
Figure 3.2: Research Philosophy...........................................................................34
3.4. Research Approach.................................................................................................35

Figure 3.3: Research Approach.............................................................................37
3.5 Research Design......................................................................................................38
Figure 3.4: Research Design.................................................................................39
3.6 Data collection technique........................................................................................40
3.7 Data collection instruments.....................................................................................40
3.8 Sampling technique and Sample size......................................................................41
3.10 Data analysis technique.........................................................................................42
3.11 Research instruments Validity and Reliability Testing.........................................43
3.13 Legal, social and ethical considerations................................................................44
3.14 Summary...............................................................................................................45
Chapter 4: Data Findings and Analysis.........................................................................47
4.1 Quantitative Analysis..........................................................................................47
Chapter 5: Conclusion and Recommendations.............................................................62
5.1 Conclusion...........................................................................................................62
5.2 Recommendations...............................................................................................63
5.3 Future Work........................................................................................................64
Chapter 6: Personal Development Plan.........................................................................66
References.....................................................................................................................68

Chapter 1: Introduction
1.1 Project Background
Businesses are facing digital age of competition that include corporate strategy,
systems and business processes. Performance measures need to emphasize a big
picture of the market research and a linkage between application of measurement and
excellence in business. The past 10 years have been an important period for every
businesses in the UK after the recession of 2008 (Kateb et al., 2015). Maintenance and
rebuilding of business strategies after the breakdown of 2008 recession has been tough
session for companies (Costantino, Di Gravio and Nonino 2015). This project has
focused on analyzing critical success factors (CSF) in the UK hotel industry by
developing a strategic framework incorporating CSF. It has been primary for
enhancing overall strategic understanding within hotel industry in the UK. A major
factor is understanding needs of customers in the market. This concept combines
strategic aims of the company and interlinked with manageable factors that led to
critical success. The UK hotel industry have been facing issues with their business
development. A major obstacle has been lack of formulation, clear strategy and clear
focus. According to Rodriguez-Segura et al. (2016), the UK hotel industry has a
diverse with 12500 hotels across the country. It has been employing more than 335800
individuals in the UK (Gudienė et al. 2014). On economic perspective of the UK, it has
been an important industry that require proper project management skills and critical
success factors to generate economy for the country.
As argued by Akbiyikli et al. (2019), this strategy needs to penetrate into
hospitality research which include high competitive market situation hotels. There
need to be a strong relationship between success and growth of a hotel and the way in

approaches strategies and business management. Business organization need to adopt a
strategic management and embrace changes in business demands for remain in
competition. CSF can be applied to a wide range of areas from enterprise resource
planning (ERP) and developmental team projects. CSF has been an integral part of
discussion in business strategy. A strategic project helps business to develop its
operations in the market. The success rate of a business organization get increased with
a strategic project management in their operations (Todorović et al. 2015). The concept
of CSF has been incorporated directly with the entire strategic business process from
planning to execution. The critical success factor (CSF) has been an operational factors
that can be easily identifiable through observation of operational routines. The
business strategic approach in the UK hotel industry might help in developing their
business in the market. These elements can be used as indicators for the developments
that are achieved goals and objectives. The linearity of strategies have been
influencing the design of business model of organization (Osei-Kyei and Chan 2015).
The significance of CSF for the success of an organization. The identification
of CSFs have been the main art of the research. This research has focused on analyzing
different factors on which a project success depends. This study aims at evaluating a
large range of critical and strategic factors for the success of a business development in
the market.
1.2 Research Aim
The aim of the research is to analyze critical success factors in project management
and importance of client needs and expectation in success of the project.
1.3 Research Objectives
Following are the research objectives:

 To identify critical success factors of the project management
 To critically analyze the importance of client needs and expectation and its
impact in success of the project.
 To recommend strategies for enhancing chances of increase on success of
project
1.4 Research Questions
Following are the research questions:
 What are critical success factors of the project management?
 What is the importance of client needs and expectation and its impact in
success of the project?
 How to maximize chances of increase on success of project?
1.5 Research Structure
This study include total of five chapters including introduction, literature
review, research methodology, data analysis and conclusion and recommendations.
The first chapter discusses about background of the project. The aim and objectives of
the project have been initiated in this chapter.
The second chapter discusses about reviewing literatures about critical success
factors in project management which led to success or failure of the project. Various
previous researches have been reviewed in the study that helps in gathering data and
information related to the topic. Several models related to the critical factors have been
discussed in the chapter.
The third chapter discusses about methodology of the research. Various
methods including philosophy, approach, design, data collection and data analysis. The
fourth chapter focuses on analysis of data collected in previous chapter.

The fifth chapter discusses about conclusion and recommendation of the whole
study done on the topic.

Chapter 2: Literature Review
2.1 Project Definition
While focusing on the literature review on the project success factors this has
been noticed that in this aspect there is a huge necessity to analyze the aspect of project
as it will provide a detail knowledge on elaborating the process of project
management. Followed by this aspect it has been noticed that a project is nothing but
the individual interpretation and the assumptions of an individual (O’Connor, O’Brien
and Choi 2014). Considering this aspect it has been noticed that it section will
successfully elaborate the theoretical as well as the key findings related to defining the
concept of the project. Followed by this aspect it has been noticed that according to the
studies of International Project Management Association a project is nothing but the
set of defined cost and time constrained which holds the tendency to deliver quality of
product with desired requirements. Along with the discussing the identified aspect
present the above mentioned studies it has been noticed that a project management
consist several sub activities which includes the management of the resources of the
organization as well as structuring the activities present in the project management
process (Dawson and Van Belle 2013). Pursued by the above talked about perspective
which has concentrated on deciding the key components for a venture advancement
process it has been seen that there are a few attributes present which holds noteworthy
effect on the achievement variables of a moved toward task. Considering these angles
it has been seen that in a venture improvement process the undertaking director needs
to viably speak with the task advancement group with the reason to create
maintainability of the undertaking. Considering this it is additionally significant for the
task chief to examine whether the enthusiasm of the partners present in the undertaking
is being tended to by the result of the venture. Pursued by this angle it has been seen

that the duties venture supervisor present in an undertaking advancement group isn't
about assemble viable colleagues inside the improvement group or to allotted right
employments to the perfect individuals yet to deal with the task according to the
recognized criteria that hug affects the achievement factor of the task. In this way, it
tends to be inferred that in the undertaking advancement group one of the best qualities
for the task chief is to hold viable correspondence capacity, great connection with the
partners just as the ability of drawing in with the venture work (Chou and
Pramudawardhani 2015). Considering these aspects it has been observed that a project
manager must hold the capabilities to deliver the project as per the goal of the project.
According to the office of Government Commerce has stated that project is nothing
but an organization which is temporarily created with the purpose to develop any
approached business product. Followed by this aspect it has been noticed that in the
project development process which includes several key elements that impacts the
output of the approached project.
Further investigation on the mentioned aspect it has been determined that
according to the project management institute it a project a process whose success
factor depends on the accuracy of the outcomes of the project. Hence, it is very
essential for a project to meet its desired outcomes (Sage, Dainty and Brookes 2014).
As discussed before a project has several elements which needs to the address in order
to meet the desired outcome of the project. Considering the above mentioned aspects a
detail elaboration on the key success factors of a project as well as the engagement of
the stakeholders present in the project is mentioned below:-
Considering the above mentioned aspect it has been noticed that several
success factors needs to be incorporated which includes the factors that agrees to
proceed according to the project objectives. Followed by this aspect an investigation

has been done which has mentioned that in case of enhancing the possibilities of the
success of the project it is very essential thus, it is very important to build an effective
communication with the goals and objectives of the stakeholders as well as understand
the focused area that has been highlighted by the stakeholders. This process will make
sure that the approached project met its desired outcome which will surely invoke the
possibilities of enhancing the success of the project (Mirza, Pourzolfaghar and
Shahnazari 2013).
Along with the above mentioned aspect it has been also noticed that with the
purpose to enhance the success of the project. While discussing this aspect it has been
determined that clarity, accountability as well as the sense of responsibilities has a
significant impact on the betterment of the project in which it is mentioned that an
effective project plan helps the developer to proceed according to the expectation,
followed by this sense of accountability offers the features to effectively deliver the
deliverables within the desired deadline of the project (Dwivedi et al. 2015).
Followed by this aspect it has been also noticed that clarity in the project scope
also holds enough capabilities to enhance the success of the project, in which it is
mentioned that effective determination of the project scope will surely help to
maximize the success of the project.
Considering these aspects it has been noticed that while investigating success factors
of a project there is a huge impact of the stakeholder engagement into this. Followed
by the above mentioned statement a detail elaboration on the stakeholder engagement
into the project success factors is mentioned below:-

2.2 Stakeholders Perception on success factors of project-
Followed by concern it has been noticed that in order to address project success
there is a huge significance of the perception of the stakeholders as this manipulates
the outcome of the project. While investigating the impact of the stakeholders
perception in the project success factors it has been noticed that in a project
management process there are several stakeholders which includes manager of the
project, customer of the project, investors of the project, development team, team
members of the development team as well as the other individuals related to the
approached project (Ismail 2013). Similar to the variety of stakeholders the perception
of the stakeholders are also very different which has significantly impacted the
outcome of the project. Considering this aspect it has been noticed that the perception
of each stakeholders consist of a key findings related to success factors of project.
Followed by this it has been noticed that a manager of the project is highly associated
to the target of project cost and timing with respect to the identified scope of project.
Along with this the customers of the project are intact with the product the satisfaction
as the process of measuring success of a project is analyzed by the reflection of the
customer satisfaction for the respective product (Liu et al. 2014). A project manager
present in project development process measures the success of the project based on
the customer satisfaction. Considering this aspect it has been noticed that comparing
the perception of the stakeholders there is a huge impact of people’s perceptions on the
success of the project which intended to analyze the factors of cost, quality, time and
the satisfaction of the stakeholders. After analyzing these aspect it has been noticed
that stakeholders with different opinions holds a significant benefits towards the
success of the project as it helps the developer to determine the areas where the project
developer needs to be focused. Hence, it can be summarized that the stakeholder’s

perception provides the value in the enhancing the success factors of the project (Basu
2014).
2.3 Traits of project managers related to the project success factors-
Followed by the above discussed aspect which has focused on determining the
key factors for a project development process it has been noticed that there are several
traits present which holds significant impact on the success factors of an approached
project. Considering these aspects it has been noticed that in a project development
process the project manager needs to effectively communicate with project
development team with the purpose to develop sustainability of the project.
Considering this it is also important for the project manager to analyze whether the
interest of the stakeholders present in the project is being addressed by the outcome of
the project (Aranda-Jan, Mohutsiwa-Dibe and Loukanova 2014). Followed by this
aspect it has been noticed that the responsibilities project manager present in a project
development team is not about gather effective team members within the development
team or to allocated right jobs to the right people but to manage the project as per the
identified criteria that has a huge impact on the success factor of the project. Thus, it
can be concluded that in the project development team one of the most effective traits
for the project manager is to hold effective communication ability, good relation with
the stakeholders as well as the capability of engaging with the project work.
It is important in defining differentiation among success factors and success
criteria which can lead to success for any projects. It can be familiar to literature of
project management for confusingly intertwining these two factors for success of
project. For properly defining and assessing project success, distinction is made among
success factors and success criteria, as both are not same (Yalegama, Chileshe and Ma
2016). Criteria are set of standards or principle on which success of project is

evaluated. Success criteria of project is what explains the project’s success. Success
criteria of project are the goals that are identified and accepted by stakeholders
depending on which project is needed to be delivered for considering the project to be
successful. Success criterion can be important to both stakeholders and project
manager for understanding what successful delivery would look like. Stakeholders will
ultimately use criteria in handover and phase of closeout for deciding if project was
successful. There are several researches on success of project in recent years (Kerzner
2017). Defined work scope and meeting budget goals and time are considered to be
success criteria for the project. Iron Triangle is inextricably linked to measuring
project management’s success. In fact, there was frequent discussion about Iron
Triangle in past, however was agreed rarely on project success’s notion. Iron Triangle
was described continuously to be inadequate and failing to determine success of
project due to criticise from several critics that no long-term action of follow-up or
effort for customer appreciation were there.
Success of project might be evaluated from perception of several stakeholders.
The major reason is the outcomes of project might not line up with requirements of
customers. It is not surprising that in maximum cases, while working on a project, a
misunderstanding is there of what project manager thinks about the requirements of
customer and what actually the customer needs (Badewi 2016). One big gap is among
the outcome of desired project and the actual outcome of the project required by
customer. Such breakdowns are termed as gaps of project performance. Therefore,
even if a project is completed on budget, time and fulfilled every specified functions,
features and scopes might not represent fully stakeholder’s expected outcome.
Traditional estimation of quality, time and cost are still essential in the project’s early

stages, while focus should be on other success criteria of project in the later stage for
overall benefits and satisfaction of customers.
Measurement criteria had been extended to following delivery stage by many
researchers. The reason being project ends are considered with delivery of projects by
many researchers and it is point where the end of the project management is. However,
many researchers consider the end of project to be when customers are delivered with
the projects (Nguyen et al. 2015). Wider criteria is not considered by them that would
affect project once used. However, in few cases, after the initial objectives of the
project were met, client was not happy with deliverables. This might be due to contact
of customer after the minimal project was delivered. Any kind of troubleshooting or
long-term follow-up was not included.
Macro and micro viewpoint for success of project was proposed. Completion of
project within efficiency of the project is looked up by micro viewpoint. While both
satisfaction and completion of project as criterion is involved in macro viewpoint. This
is as project might be successful during completion but end up as failure in case of
long term. Few projects were acknowledged publicly to be failed project, however
turned up to be project success in case of long term. Success of project is much more
complicated than meeting performance specifications, schedule and cost (Disterheft et
al. 2015). Though definite criteria is relevant to measure success of maximum projects,
the projects should be adjusted to duration, project type, complexity, project phases,
project stakeholders and size.
Success factors are the factors within the project that are more beneficial to
project environment and project team which would underpin project and project’s
likelihood to be successful. Typical factors for success would be support from top
management, ability in coordinating. Factors for success are not connected with

quality elements, cost and time used in criteria for success. There is barely recipe for
success factor of project that would fit to every different kinds of projects (Verzuh
2015). Project’s success implementation is not affected predominantly by definite
factors, however interaction of some factors from several groups. These factors
combine to determine failure or success of the project and these factors need to be
influenced at right time for making success more likely. While not every factors for
success contribute in success of project, there exists few factors which might cause
failure of project. Factors for success that if not present would make project a failure is
termed critical factors for success (Kerzner 2018). For increasing chances of success of
a project, it is essential for organization to understand the critical factors for success, to
quantitatively and systematically assess the critical factors, to anticipate possible
effects and select appropriate methods to deal with them.
Appropriate factors for success need to be established at project life cycle’s
concept stage for informing case of business and is required to be reviewed regularly
and altered at any phase by process of change control during life cycle of project as
these critical factors for success could be used as guide for behaviour of stakeholders
and project success’s key determinant. Otherwise, team for project would be working
in not right direction of project objective and the project’s result would be
unsuccessfully determined as difference in objectives, emphasis and perception.
Project manager needs necessary system to focus on crucial sections and set separate
priorities over separate project elements (Trendowicz and Jeffery 2014). Project
manager could overcome project’s impediments and try to attempt to implement
successfully project if set of factors could be demonstrated under control of project
manager for having efficient impact on success of project. Critical factors for success
of project depends on few important factors such as support of top management,

commitment of team members, technical background of team members, ability of
project manager for coordinating and competence of project manager. Alongside the
previously mentioned perspective it has been additionally seen that with the reason to
upgrade the accomplishment of the task. While talking about this viewpoint it has been
resolved that clearness, responsibility just as the feeling of obligations significantly
affects the improvement of the venture wherein it is referenced that a compelling task
plan causes the engineer to continue as per the desire, trailed by this feeling of
responsibility offers the highlights to successfully convey the expectations inside the
ideal cutoff time of the undertaking (Mollick 2014). Pursued by this angle it has been
additionally seen that clearness in the undertaking extension likewise holds enough
abilities to improve the achievement of the venture, in which it is referenced that
powerful assurance of the task degree will definitely boost the accomplishment of the
venture. Considering these viewpoints it has been seen that while exploring
achievement variables of an undertaking there is an immense effect of the partner
commitment into this.
Pursued by the worry it has been seen that so as to address the undertaking
accomplishment there is a colossal centrality of the impression of the partners as this
controls the result of the venture. While exploring the effect of the partners recognition
in the task achievement factors it has been seen that in a venture the executives
procedure there are a few partners which incorporates the administrator of the
undertaking, client of the venture, speculators of the undertaking, advancement group,
colleagues of the improvement group just as different people identified with the moved
toward undertaking (Whitney and Daniels 2013). Like the assortment of partners the
view of the partners are likewise altogether different which has essentially affected the
result of the undertaking. Considering this perspective it has been seen that the

impression of every partner comprise of a key discoveries identified with the
achievement elements of the venture. Pursued by this it has been seen that a director of
the venture is exceptionally related to the objective of undertaking cost and timing as
for the recognized extent of the task. Alongside this the clients of the venture are
flawless with the item the fulfillment as the way toward estimating the
accomplishment of a task is dissected by the impression of the consumer loyalty for
the individual item. A venture supervisor present in the task advancement procedure
estimates the achievement of the undertaking dependent on the consumer loyalty.
Considering this perspective it has been seen that looking at the view of the partners
there is an immense effect of individuals' observations on the accomplishment of the
undertaking which proposed to investigate the variables of cost, quality, time and the
fulfillment of the partners (Ahsan, Ho and Khan 2013). Subsequent to breaking down
these viewpoint it has been seen that partners with various conclusions holds a
noteworthy advantages towards the achievement of the venture as it encourages the
engineer to decide the territories where the task designer should be engaged.
Consequently, it tends to be condensed that the partner's discernment gives the
incentive in the improving the achievement components of the undertaking.
Project success could be divided into two parts: macro and micro project
success. Micro project success can be measured depending on value delivered by the
project and satisfying direct end users. Macro project success can be measured
depending on benefits delivered by organization. Project mission and project
competency are crucial factors which influence micro project success (Pankratz and
Basten 2013). While project mission and support from top management are crucial
factors which influence macro project success. Team leadership is considered as most
important factor to be successful in Human management. An efficient and effective

team might expedite delivery of project and help in saving cost by decreasing mistake
within work. No one creates project plan and proceed then without any alteration.
Monitoring and control underpin the success of project and can be treated as measure
to reduce risk of project. Similarly, for success factor of organization, there is highest
mean value for organizational structure. This showed environmental factor of effective
enterprise influence on how projects could be conducted. Lastly, for technical and
contract successful factor, contract and procurement had highest mean value (Trivellas
and Drimoussis 2013).
Standard provision of contract is required for establishing agreement and could
lead project for assuring proper delivery of project. Project manager’s competence is
an important factor for success of project. Meanwhile, project goals’ clarity is
considered as essential factor. Lastly, adequate and competence support from project
information is treated as medium essential factor for success of project. Clearly
defined directions and goals, competent team members of project, clearly defined
responsibilities and roles, consultation and communication with stakeholders and
compliance with time frame, performance criteria and planned budget are five critical
factors for success are considered to have highest impact on success of project (Lientz
and Rea 2016).
2.4 Business strategies
This section focuses on strategies as a research topic and various disciplines for
reviewing such strategies. This section looks after the origins of strategies discussed
for the development of business organization in the market. As commented by Laux,
Johnson and Cada (2015), discussion on strategy has been one of the highest skills of
management in an organization. There has been a lot of attention provided n business
strategies in an organization. The utilization of business strategies helps in creating a

massive opportunity in the growth of business sector. In the hospitality sector,
customer satisfaction has been one of the most important factor in the development of
the hotels. As mentioned by Tarhini et al. (2015), strategy can be defined as patterns of
decisions that reflects goals and objectives of the organization. The aim of the strategy
is related to the achievement of sustainable competitive advantages for long term.
Sustainable competitive advantage has been referred to provision of customers in order
to add superior value to the customer with relative costs. As argued by Li et al., (2018),
there are some elements of strategies that have been applicable to organizations. Many
aspects of strategy have been directly linked with nature and particular situation of the
organization. A business cannot stick to a single strategy and lack of long term
planning accuracy helped for promotion of this view and thought. The aim of the
strategy has been helping in maintaining a keen approach in achieving a sustainable
competitive advantage in the long term. Sustainable competitive advantage has been
referring to a superior marketplace position that helps customer to gain value and avail
products and services at lower costs. The hotel industry has been looking for gaining
customer values in the market that will help in maintaining a keen approach in the
market. The use of various competitive strategies help in the market helps in
enhancing satisfaction of customers in the market. As suggested by Xu and Chan
(2013), the term strategy has been used in various ways for a long time and depended
on a comprehensive strategy. However, there are some strategies that are helping
applicable to organization. As argued by Wronka (2013) this idea of strategy might be
meaningless. There have been various definitions of strategies that belongs to
positioning to visioning and enhances only confusion.

2.5 Critical Success Factors
As commented by Costantino, Di Gravio and Nonino (2015), critical success
factors are basic issues that are associated with particular strategic objectives.
Performance indicators have been quantifiable measures in CSFs. Therefore, there
have been significant relation between performance indicators and measures. In case,
when indicators are able to calculate with some degree of precision and without
ambiguity. It has been possible for indicators to precise measurement.
Financial measures:
As commented by Rodriguez-Segura et al. (2016), traditional performance
measurement can be assessed based on purely financial criteria. The main advantage is
that it can be positively calculated properly. Various criticism of these financial
measures have been increasing rapidly. Financial measures include backward looking
focus and concentrate mainly on immediate goals rather than long term goals. The
level of past success can be achieved and have a little to tell regarding drivers of the
structure of organization business performance. There have been several issues faced
in the success and failure of the project in the market. These factors have been helping
in maintaining a keen approach in the development if the project in a proper manner
(Rahimi and Kozak 2017). The effective coordination of stakeholders and project
team member have been helping in creating a better approach in the market.
Non-financial measures:
There has been list of non-financial measures that influences performance of
business in an in exhaustive manner. Critical success factors can be derived from both
internal and external environment of the company. As commented by Alias et al.
(2014), company’s internal environment the CSF are likely to arise from

characteristics of products and services. These CSFs will help in reflecting company’s
certain situation with respect to competencies and capabilities for its competitive
advantage. The external CSF faced by particular organization that are derived from
nature of industrial and market structures. The particular organization have been
derived from the nature of industrial market resources. CSF need to achieve factors
that are included in the company and existing in the operating environment. This
emphasis have been highlighting important characteristics of CSFs. It is significant in
characterizing separation among progress variables and achievement criteria which can
prompt accomplishment for any activities. It tends to be commonplace to writing of
undertaking the board for confusingly interlacing these two components for
accomplishment of venture (Xu et al. 2015). For appropriately characterizing and
evaluating venture achievement, differentiation is made among progress variables and
achievement criteria, as both are not same. Criteria are set of models or standard on
which accomplishment of undertaking is assessed. Achievement criteria of task is the
thing that clarifies the venture's prosperity. Achievement criteria of undertaking are the
objectives that are distinguished and acknowledged by partners relying upon which
venture is should have been conveyed for believing the task to be effective.
Achievement rule can be essential to the two partners and task chief for understanding
what fruitful conveyance would resemble. Partners will at last use criteria in handover
and period of closeout for choosing if undertaking was effective. There are a few
investigates on achievement of undertaking as of late. Characterized work extension
and meeting spending objectives and time are viewed as progress criteria for the
venture. Iron Triangle is inseparably connected to estimating venture the board's
prosperity (Kitsios et al. 2015). Truth be told, there was visit talk about Iron Triangle
in past, anyway was concurred once in a while on task achievement's thought. Iron
Triangle was depicted ceaselessly to be lacking and neglecting to decide achievement

of task due to censure from a few pundits that no long haul activity of development or
exertion for client thankfulness were there.
Accomplishment of undertaking may be assessed from view of a few partners.
The significant explanation is the results of task probably won't agree with necessities
of clients. It isn't astounding that in most extreme cases, while taking a shot at a
venture, a misconception is there of what task director contemplates the necessities of
client and what really the client needs. One major hole is among the result of wanted
undertaking and the genuine result of the task required by client. Such breakdowns are
named as holes of undertaking execution. Along these lines, regardless of whether a
task is finished on spending plan, time and satisfied each predetermined capacities,
highlights and extensions probably won't speak to completely partner's normal result
(Rahimi and Gunlu 2016). Customary estimation of value, time and cost are as yet
basic in the venture's beginning times, while spotlight ought to be on different
achievement criteria of undertaking in the later stage for generally speaking
advantages and fulfillment of clients.
Estimation criteria had been stretched out to following conveyance organize by
numerous specialists. The explanation being venture finishes are considered with
conveyance of tasks by numerous researchers and it is point where the finish of the
undertaking the executives is. Be that as it may, numerous analysts believe the finish
of task to be when clients are conveyed with the ventures (Nassar, Yahaya and Shorun
2015). More extensive criteria isn't considered by them that would influence venture
once utilized. Be that as it may, in few cases, after the underlying destinations of the
task were met, customer was not with expectations. This may be because of contact of

client after the insignificant venture was conveyed. Any sort of investigating or long
haul follow-up was excluded.
Various researches have been done on identifying CSFs related to success and
failure of projects. FitzPatrick et al. (2013) found that companies which have identified
their CSFs and have implemented these with proper measurement and management
have received high return on their investment in their business.
2.6 A framework for defining a business performance measurement
Very few companies have been systematically measure their performance in a holistic
way. New products and services have been developed for meeting changes in needs
and expectations of customers in the market. The first step focuses on establishing
clear business objectives of the organization. It has become necessary to analyze
business and its outcomes in an appropriate manner. The process need to start with
preparation of main values for business. Each category include a number of sub-
categories and CSF related to each factor (Akbiyikli et al., 2019). For example, within
the core value of people, there exist several types of customers including employees,
clients, suppliers and contractors (Todorović et al., 2015). Full scale and smaller scale
perspective for accomplishment of task was proposed. Finish of task inside
effectiveness of the undertaking is gazed upward by smaller scale perspective. While
both fulfillment and finish of task as basis is engaged with full scale perspective. This
is as undertaking may be fruitful during fulfillment however end up as disappointment
if there should arise an occurrence of long haul. Barely any activities were recognized
openly to be bombed venture, anyway went up to be venture achievement in the event
of long haul. Accomplishment of task is considerably more confused than gathering
execution determinations, calendar and cost. In spite of the fact that unmistakable
criteria is applicable to gauge achievement of most extreme undertakings, the tasks

ought to be changed in accordance with span, venture type, multifaceted nature,
venture stages, venture partners and size. Fruition of task inside effectiveness of the
venture is turned upward by small scale perspective (Valipour et al. 2015). While both
fulfillment and finishing of venture as standard is associated with full scale
perspective. This is as venture may be fruitful during consummation however end up
as disappointment if there should be an occurrence of long haul. Barely any
undertakings were recognized freely to be bombed venture, anyway went up to be
venture achievement if there should arise an occurrence of long haul. Accomplishment
of venture is considerably more confused than gathering execution particulars,
calendar and cost. In spite of the fact that positive criteria is applicable to gauge
accomplishment of most extreme ventures, the undertakings ought to be changed in
accordance with term, venture type, multifaceted nature, venture stages, venture
partners and size.
Achievement variables are the components inside the task that are increasingly
valuable to extend condition and venture group which would support undertaking and
venture's probability to be fruitful. Run of the mill factors for progress would be
support from top administration, capacity in planning. Variables for progress are not
associated with quality components, cost and time utilized in criteria for progress.
There is scarcely formula for progress factor of undertaking that would fit to each
various types of activities (Grissemann, Pikkemaat and Weger 2013). Undertaking's
prosperity execution isn't influenced overwhelmingly by clear factors, anyway
association of certain elements from a few gatherings. These variables join to decide
disappointment or achievement of the task and these components should be affected at
correct time for making achievement almost certain. While few out of every odd
variables for progress contribute in accomplishment of undertaking, there exists few

elements which may cause disappointment of venture. Variables for progress that if
not present would make venture a disappointment is named basic components for
progress. For expanding odds of achievement of a task, it is basic for association to
comprehend the basic components for progress, to quantitatively and deliberately
evaluate the basic variables, to envision potential impacts and select fitting strategies
to manage them (Hsu et al. 2014).
Proper components for progress should be set up at task life cycle's idea
arrange for educating case regarding business and is required to be checked on
consistently and adjusted at any stage by procedure of progress control during life
cycle of venture as these basic variables for progress could be utilized as guide for
conduct of partners and undertaking achievement's key determinant. Something else,
group for task would work not right way of undertaking objective and the venture's
outcome would be ineffectively decided as contrast in targets, accentuation and
discernment (Liat, Mansori and Huei 2014). Task supervisor needs essential
framework to concentrate on significant areas and set separate needs over isolated
venture components. Undertaking director could beat venture's hindrances and attempt
to endeavor to execute effectively venture whenever set of components could be
shown leveled out of task administrator for having productive effect on achievement of
undertaking. Basic elements for achievement of venture relies upon couple of
significant factors, for example, backing of top administration, duty of colleagues,
specialized foundation of colleagues, capacity of undertaking supervisor for organizing
and skill of task director (Hoque 2013). Close by the recently referenced point of view
it has been also observed that with the motivation to redesign the achievement of the
assignment. While discussing this perspective it has been settled that clearness, duty
similarly as the sentiment of commitments essentially influences the improvement of

the endeavor wherein it is referenced that a convincing assignment plan makes the
architect proceed according to the craving, trailed by this sentiment of obligation offers
the features to effectively pass on the desires inside the perfect cutoff time of the
endeavor.
Achievement components are the elements inside the undertaking that are
progressively gainful to extend condition and task group which would support venture
and venture's probability to be fruitful. Normal variables for progress would be support
from top administration, capacity in organizing. Components for progress are not
associated with quality components, cost and time utilized in criteria for progress
(Nieves and Segarra-Ciprés 2015). There is scarcely formula for progress factor of
venture that would fit to each various types of activities. Venture's prosperity
execution isn't influenced prevalently by positive components, anyway communication
of certain elements from a few gatherings. These variables join to decide
disappointment or accomplishment of the undertaking and these elements should be
affected at opportune time for making achievement almost certain. While few out of
every odd variables for progress contribute in accomplishment of task, there exists few
elements which may cause disappointment of undertaking. Elements for progress that
if not present would make venture a disappointment is named basic components for
progress. For expanding odds of achievement of an undertaking, it is fundamental for
association to comprehend the basic elements for progress, to quantitatively and
methodically evaluate the basic variables, to envision potential impacts and select
fitting techniques to manage them (Elkadi 2013).
2.7 The Model of Critical Success Factors
Various models and theories have been researched and identified in the
hospitality industry for exploring critical success factors in the UK hotels. Brotherton

(2004) mailed a questionnaire survey for identifying six most critical success factors
across department in the UK hotels.
Department and Factors Importance Rank
Food & Beverage (Production)
Producing consistent quality food 1
High hygiene standards 2
Appropriate standards and procedures 3
Efficient purchasing & supplier liaison 4

Running head: CRITICAL SUCCESS FACTOR
Minimising food wastage 5
Using efficient production methods
Food & Beverage (Service)
6
Appropriate staff attitude/appearance 1
Providing a high level of service 2
Enhancing customer care 3
Quality of food and drink presentation 4
Quality of ambience & environment 5
High levels of staff skill
Front Office
6
Customer care 1
Staff attitude 2
Accurate & efficient reservation system 3
Revenue/yield management 4
Staff sales skills 5
Maximisation of occupancy levels
Back of House
6
Effective cleaning schedules 1
Clear programme of planned maintenance 2
Provision of effective security systems 3
Effective inter-departmental liaison 4
Maintaining an effective laundry system
Conference and Banqueting
5
Attention to detail & customer requirements 1
Quality of facilities 2
Competitive pricing 3
High quality food & beverage provision 4
Providing flexible facilities 5
Upselling where possible
Guest accommodation
6
Ensuring high levels of cleanliness 1
Providing consistent quality 2
Meeting customer needs 3
Operating appropriate training programs 4
Minimising costs 5
Providing a sufficient variety of rooms
Leisure Operations
6
High levels of cleanliness & hygiene 1
Providing quality facilities 2
Operating an appropriate range of facilities 3
28

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CRITICAL SUCCESS FACTOR
Attractiveness of the facilities 4
High quality staff 5
Maintaining membership levels 6
Accounting & Control
Effective revenue control procedures 1
Accurate financial reporting 2
Effective bad debt control procedure 3
Prompt issue of customer bills 4
Budgetary control procedures 5
Achieving accurate costings
Human Resource Management
6
Effective recruitment & selection processes 1
Provision of regular training for all staff 2
Effective staff development 3
Maintaining staff morale & loyalty 4
Conducting appropriate staff appraisals 5
Reducing staff turnover
Marketing and Sales
6
Well trained sales staff 1
Maintenance of market share 2
Effective customer database 3
Effective market intelligence 4
Effective competitor intelligence 5
Effective advertising 6
Brotherton’s model provided and processes in the hotel industry has been critical for achieving
outcome priorities. Another model developed by Kilic and Okumus (2005) have explored factors
affecting in hotel industry. This model have indicated five critical factors in hotel industry as
follows:
 Staff Recruitment
 Staff Training
 Customer Expectations
 multi-skill training programs

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CRITICAL SUCCESS FACTOR
 the role of management
2.8 Limitation of Previous Model
As mentioned above about previous models the critical success factors in hotel industry
and other projects have been indicating their importance based in their factors and ranking. They
do not discuss details about each factor and how these factors influences success or failure of
project. Both of the above models did not provide proper information regarding performance and
efficiency of these critical factors. These models only identity the factors based upon their
ranking in the hotel industry. These factors are not available in the hotels having poor
performance. Both models have been indicating critical factors that led to success of project but
do not identify failure of a project (Arumugam, Keshavarzsaleh and Omar 2019). Proper
components for progress should be set up at undertaking life cycle's idea arrange for illuminating
case regarding business and is required to be explored routinely and adjusted at any stage by
procedure of progress control during life cycle of venture as these basic elements for progress
could be utilized as guide for conduct of partners and task achievement's key determinant.
Something else, group for task would work not right way of undertaking objective and the
venture's outcome would be fruitlessly decided as contrast in targets, accentuation and
recognition. Venture administrator needs important framework to concentrate on critical areas
and set separate needs over isolated task components. Venture chief could defeat undertaking's
hindrances and attempt to endeavor to execute effectively venture whenever set of variables
could be exhibited leveled out of task administrator for having productive effect on
accomplishment of venture (Dahou, Hacini and Burgoyne 2019). Basic variables for
achievement of venture relies upon couple of significant factors, for example, backing of top

31
CRITICAL SUCCESS FACTOR
administration, responsibility of colleagues, specialized foundation of colleagues, capacity of
undertaking chief for organizing and skill of task director.
Task achievement could be separated into two sections: large scale and smaller scale
venture achievement. Smaller scale venture achievement can be estimated relying upon worth
conveyed by the task and fulfilling direct end clients. Full scale venture achievement can be
estimated relying upon advantages conveyed by association. Undertaking strategic task
competency are urgent variables which impact small scale venture achievement. While venture
strategic help from top administration are pivotal elements which impact full scale venture
achievement (McGregor and Robinson 2019). Group authority is considered as most significant
factor to be effective in Human administration. A proficient and viable group may assist
conveyance of undertaking and help in sparing expense by diminishing error inside work.
Nobody makes undertaking plan and continue then with no adjustment. Observing and control
support the accomplishment of venture and can be treated as measure to diminish danger of task.
Thus, for progress factor of association, there is most noteworthy mean an incentive for
authoritative structure. This indicated ecological factor of successful venture effect on how tasks
could be directed. In conclusion, for specialized and contract fruitful factor, agreement and
acquirement had most elevated mean worth (Olanrewaju, Tan and Lee 2019).
2.9 Selected model for this research
Previous models have various limitations that were identified in previous section. This
research has initially used DEA for evaluating operational efficiency of various projects in hotel
industry. Meanwhile, the Malmquist productivity approach was adopted for measuring
operational efficiency change of these hotels. As per DEA model, it provides a framework that
integrates different disparate inputs and outputs by producing a single productivity index for

32
CRITICAL SUCCESS FACTOR
analyzing identity regarding the success and failure of projects. As per Kotler (1984),
performance measurement has been regarded as the process of quantifying efficiency and
effectiveness of action. Organization have been achieving better performance by satisfying their
customer with great efficiency and effectiveness than competitors. Effectiveness has been
referred to requirement of customer are met and efficiency has been a measure of how
economically firm’s resources have been utilized during provided level of satisfaction of
customer (Strong, Glick and Syhail 2019).
Data envelopment analysis (DEA) has been a linear programming based method to
measure relative efficiency of organizational units. DEA model is an effective assessment
technique that do not overcome limitations of traditional techniques of ratio analysis. It helps in
providing an alternative framework that helps in integrating several relatively disparate output
and input variables. This technique helps in identifying performance of a project and in case of
hotel industry. The hotel performance can be measured by this model. This model or technique
helps in measuring efficiency of each unit and provide better performance of each unit in guiding
them for improving their performance (Fakharinejad, Sadeghi and Ahmadyan 2019). DEA has
been allowing for identifying benchmarks for poor performing units. Therefore, it helps in
identifying both poor and good factors for performance of projects. Standard arrangement of
agreement is required for setting up understanding and could lead venture for guaranteeing
legitimate conveyance of undertaking. Undertaking director's fitness is a significant factor for
achievement of task. Then, venture objectives' clearness is considered as fundamental factor. In
conclusion, satisfactory and fitness support from task data is treated as medium basic factor for
accomplishment of venture. Unmistakably characterized headings and objectives, equipped
colleagues of task, plainly characterized duties and jobs, conference and correspondence with

33
CRITICAL SUCCESS FACTOR
partners and consistence with time allotment, execution criteria and arranged spending plan are
five basic variables for progress are considered to have most elevated effect on accomplishment
of undertaking (Köseoglu et al. 2019).

34
CRITICAL SUCCESS FACTOR
Chapter 3: Research Methodology
3.1 Introduction
The huge dependency of the rate of accomplishment of the entire assignment will be depending
incredibly upon the opted strategy for the particular endeavor. All the various systems which
have been utilized for the specific research are hugely definitive in nature and it will definitely be
making the one who is researching to particularly pick up the particular technique for the specific
research which will be best fitting for the entire research and will be opting particular outcome of
the driven exploration. It has been observed that for leading with the research, a mixture of both
methods of abstract as well qualitative ones have been greatly associated. In the process which
will be quantitative, a particular audit will be totally finished by particularly confining a specific
study which will be greatly dispersed among the particular individual assembling which has been
picked. In all the systems which will be abstract, several gatherings are to be well coordinated
with a number of participants (Kim et al., 2015).
3.2 Outline of Method
The specific business which has been well identified with the particular research needed for the
particular endeavour which has been specifically taken after the particular philosophical point
named positivism will be specially organising the identified business with that of the huge
exploration for the particular endeavour. The opted system possess both the philosophies which
is deductive as well as illustrative. The research has been done by utilising the method of blend
as well as the mixture of the two kinds of information which will be both quantitative as well as
exceptional. The data which has been accumulated for the entire research is actually done by the
reviews of the study among the specific test as for both the viewpoints involving the probability

35
CRITICAL SUCCESS FACTOR
as well as the non-probability ones. The particular model which has been gathered for the
particular exploration is from about 50 participants on the specific research setting as the test of
probability (Apperley & Jayemane, 2012).
3.3 Research Paradigm/Philosophy
Brown and Stowers (2013) specially commented the specific kind of method of particularly
reasoning behind the entire research is properly being seen as a kind of parameter which is a
basic one and also a point of sight from the perspective which will be greatly crucial which will
be arranging for the investigator and will also be making a proper plan for the entire research.
Several trails have been prepared by various researchers for particularly clarifying as well as
setting up the association in between all the fragments as well as occasions by the utilisation of
an understanding which will be sensible. The particular concept about some couple of checks is
greatly related to thinking and they are both Positivism as well as Interpretivism. Interpretivism
mostly deals with the particular organization of various parts which will be related to humanism
(Lin, 2013). On the other hand, Positivism will be will be offering a guidance to the expert where
systematic errands are well performed. This particular character is hugely hostile towards the
particular positivism character and with that of the portrayal of the researcher there is a particular
prompt dependence of the character which is greatly referenced.
3.3.1 Justification for the selection of Positivism
Positivism has been considered to be the particular point of view in the specific perspective
which will be philosophical which has been picked up for the purpose of executing great
powerful research of the endeavour (Saunders et al. 2009). The assurance of the particular
connection and the complete point of view have been hugely supported by this specific point of
view and the help has been done by all the various numerical rules. Figuring out the particular

36
CRITICAL SUCCESS FACTOR
hypothesis as well as the specific stirring up the entire relationship among a number of variables
are greatly engaged awesomely by this specific point of view under the research which has been
offered. As interpretivism is hugely specific in the nature with no certain regard for settling a
number of exploration issues and will be offering the ion via the reasoning method. These are the
main and the basic purpose for opting Positivism. For composing the research paper review,
some speculations have been well discussed which will be overseeing a number of various
components of three different styles which is hugely related to that of obligation as well as the
activity with that of the agent’s motivation. The data gathering has been done depending upon all
the disclosures within the specific zone of composition (Derevensky & Gainsbury, 2016). The
review’s headway is going to be done by holding all the various theoretical or hypothetical
factors under the specific idea found in the paper’s review section of the composition (Bencsik,
Horváth-Csikós and Juhász 2016). After the research realization, all the data which will be
gathered is going to be conveyed under the particular research with all the various disclosures
from the section of the review of composition of the paper and the accomplishment of the
research will be specifically drawn up from the particular relationship.
3.4 Research Approach
Popping (2012) has provided with the specific hint that there are basically two classes which are
intriguing within which the specific strategy which has been utilised by the person who has been
researching for particularly playing out the great exploration which has been well defined.
Several inspirations which have been actually driving the particular endeavour can be properly
assisted by both the novel classes which have been named as both the sorts of structure involving
the inductive as well as the deductive one. The particular supplies of models which are endless

37
CRITICAL SUCCESS FACTOR
are totally being well figured by the specific scientist and it is hugely involved by the
description.
3.4.1 Justification and the Usage of Deductive methodology
The structure which is deductive has been actually opted for the current research because of the
specific action course of the research assistance. The particular impression of the great
inclination is the actually the basic event of the subject for the specific philosophy of the nature
which is inductive and besides there is the failure of the use of technique which is inductive for
offering with the particular explanation which will be explaining all of several kinds of nuances
unquestionably. All the various issues which have been totally uncovered and the specific
degrees of certain kinds of issues will be obtaining a strategy which will be unworkable and the
organization of certain kinds of issues will be entirely falling under the float of the disablement
of human. Repression must be entirely separate for all the various issues related to the research
and the needed time for the particular research.
3.5 Research Design
As per Magilvy and Thomas (2009), the design of the research will be helping a lot in
particularly making a specific outline of the entire research and is definitely an essential section
of the methodology of research. The design of the research has its main focus upon the general
strategy which is required to be selected for the particular integration of various elements of the
study in a way which will be logical. It will be involving the actual planning or the blueprint of
the data collection. On the other hand, the research problem is capable of selecting the research
design. The main working of the research design is to make sure that there is an obtained
evidence of addressing the specific research problem. The design of the research offers with the
path for properly maintaining an intense approach towards the development of the structure of

38
CRITICAL SUCCESS FACTOR
the research. All the various issues related to exploration are entirely indisputable for all the
various issues which are greatly secured and will be taking upon the specific position of
developer for confirming the process which will be utilised for the research and will be setting up
the specific resemblance of the research systems. Specially highlighting of the confirmation for
the kind of relationship which is hugely prominent are greatly done by the specific research of
the nature which is experimental and the specific proportional being greatly done over a number
of substances which are concealed. The association’s foundation in between all the last items as
well as conditions are being greatly centered on by the greatly supportive research which will be
passed on for the endeavor. The particular course to the particular researcher is best matched the
test of the theory by a number of plans which will be investigative and besides for particularly
concluding the specific situation which will be entirely established on the data from the
observation. The specific course to that of the researcher is best suited the test of the theory by a
number of plans which are examining and besides for concluding the situation which will be
entirely developed on the particular information from that of the observation (Popping, 2012).
There is a perfect structure of the plan of game for the particular research which is particularly
known as the obvious action course and it will be definitely making the researcher make a
specific depiction of the test’s occasion.
3.5.1 Descriptive Design and legitimization of it
New sorts of learning as well as data can be greatly actuated by the specific researcher which is
greatly engaged by an indisputable errand’s dispersion and the total endeavor is actually being
greatly synchronized by the specific research assistance. The person who will be researching will
be getting bolstered by this specific arrangement for making a particular occasion’s depiction
and besides will be making the master hugely wonder about all kinds of happenings within the

39
CRITICAL SUCCESS FACTOR
research’s estimation. This particular approach of the structure will be definitely making the
expert properly relate all various components with those which are under the specific search. The
particular strategy which is quantitative is brought under the specific technique of blending by
the master with the huge help of the clear process. The particular usage of such an approach is
greatly blended in between both the processes of research and is done by properly concerning the
utilization of other two structures which is altogether named as philosophies which are both
deductive as well as inductive (Nie, Lian and Huang 2012). The particular system which is
utilized for the entire research will be achieving great support in a method which is cross savvy
for the particular information which has been greatly collected for the proper investigation or
search and clearness of various issues of the entire research. Certain processes by the researcher
will be actually making the investigator to properly deliver a precise information as well as a
number of issues of the search can be caught a handle on in a manner which is unchallenged.
3.6 Methods for the gathering of the information
The data collection for the specific investigation will be accepting a hugely significant activity
during the particular time which will be spent upon the research. It has been suggested by
Saunders et al. (2009) that whenever data storing is agreeable then the research organization and
the extra period which the end is greatly associated with will be actually ending up being much
better.
Quantitative Collection of Data- For an example a size of about 50 participants have been greatly
considered for the accumulation of data which will be quantitative and the reaction of Likert
scale that will be closely completed and will be offering with the huge assistance to that of the
particular test.

40
CRITICAL SUCCESS FACTOR
There are a number of evaluations of several reactions which are the important parts of the scale
and they are Agree, Strongly Agree, Neutral, Disagree and Strongly Disagree. The get together
of all the various reactions of the workers are greatly done by properly taking proper assistance
of the completed research which will be adjacent with the actual destinations of the information.
3.7 Information Analysis
Analysis of data mainly comprises of two different categories which will be involving both the
qualitative as well as quantitative method of analysis. Quantitative method of data analysis will
be greatly dealing with the collection of primary data from the conduction of survey with all the
various contributors. Qualitative method of data analysis is greatly referred to the secondary
method of the gathering of data.
Research of the data which is quantitative: The specific assistance of the reaction of Likert scale
is making the researcher to provide a number of reactions of various viewers which have been
offered by the masses of model. There have been a number of disclosures of one a specific kind
and they have been altered over into the reaction’s rehash. The specific rate of certain rehashes is
capable of actually preparing the great scientist for making a number of charts upon it for
delineating the change in a number of rates in a graphical way. The specific information which
has been greatly tended to in a particular strategy of the manner which is unfathomable will be
actually making the researcher properly collect as well as achieve the viewpoint on the particular
enlistment (Salkind, 2010)
3.8 Sampling
The specific organization of both the nature of probability as well as non-probability have been
done by the specific research.

41
CRITICAL SUCCESS FACTOR
Simple Technique of random sampling- This process has been utilised for sampling of the
gathering of the information which is quantitative. For exploring information of quantitative
nature, all the data which has been collected are greatly from various delegates by utilising the
specific survey of audit which is closely completed (Saunders et al. 2009).
3.9 Consideration of Ethics
In this specific research, the particular concept of Data Protection Act in the year 1998 has been
greatly done and the great declination of the infringement is even done. Both cleaning as well as
confirming of the bearing and a number of several great models have been done. All the various
estimates of the model people are being greatly managed by the specific master (Mackey &
Gass, 2015). The particular review has been made by keeping up with all the important good
ways from the specific request which can be hurting a particular from the masses of model. All
of the various sources have been greatly implied which will be leading the audit and are even
greatly maintained for being certifiable and the particular endeavor’s documentation is done by
directly warding off pantomime of various sources from the total float of the specific research.
All the various reactions which possess no verification for showing are greatly disposed of from
various results as well as recommendations of propensity are greatly set in the total work for
exploring. It has been said that most of the results of search as well as judgements are
importantly authoritative with respect to the essential information which has been greatly
gathered. Alternations within the techniques for the line of control as well as out of control are
stayed much away from the endeavour. The diagram fulfilment has been done with the strength
of the part and the assistance which is dynamic. For remaining the research affirmed, there must
be great avoidance of a number of parties of fascinating nature is done and the research’s validity
is also guaranteed (Salkind, 2010).

42
CRITICAL SUCCESS FACTOR
Chapter 4: Data Findings and Analysis
4.1 Quantitative Analysis
There are 12 close ended questions included in the questionnaire. Survey has been conducted
with 50 participants and their answers have been collected.
Question 1. Please specify your gender
Options Responses Responses % Total respondents
Male 28 56 % 50
Female 22 44 % 50
Figure 4.1.1: Please specify your gender
Analysis: As per the chart and table, 56 % of the participants are male and 44 % of the
participants are female. This shows that almost equal number of both males and females have
participated in the research. However, the number of male participants is slightly higher than that
of females.
Question 2. Please specify your age
Options Responses Responses % Total respondents

43
CRITICAL SUCCESS FACTOR
Below 20 years 7 14 % 50
20-29 years 15 30 % 50
30-39 years 13 26 % 50
40-49 years 5 10 % 50
Above 50 years 10 20 % 50
Figure 4.1.2: Please specify your age
Analysis: According to graphs and tables, 30 % of the participants are of 20-29 years of age. 26
% of the participants are of 30-39 years of age. This shows that most of the participants are
young age.
Question 3: Are you a certified or trained project manager?
Options Responses Responses % Total respondents
Certified Project
Manager
16 32 % 50
Trained Project
Manager
16 32 % 50
Neither certified nor 18 36 % 50

44
CRITICAL SUCCESS FACTOR
trained
Figure 4.1.3: Are you a certified or trained project manager?
Analysis: Information envelopment investigation (DEA) has been a straight programming based
technique to quantify relative proficiency of authoritative units. DEA model is a viable
evaluation strategy that don't beat confinements of customary systems of proportion
investigation. It helps in giving an elective structure that aides in incorporating a few moderately
different yield and information factors. This method helps in distinguishing execution of an
undertaking and if there should be an occurrence of inn industry. The lodging execution can be
estimated by this model. This model or strategy helps in estimating effectiveness of every unit
and give better execution of every unit in managing them for improving their exhibition. DEA
has been taking into account distinguishing benchmarks for poor performing units.
Consequently, it helps in distinguishing both poor and great variables for execution of activities.
Question 4: How many years of working experience in the context of project management?
Options Responses Responses % Total respondents
Less than 2 years 9 18 % 50
2-5 years 14 28 % 50

45
CRITICAL SUCCESS FACTOR
6-9 years 8 16 % 50
10 years and more 19 38 % 50
Figure 4.1.4: How many years of working experience in the context of project
management?
Analysis: Past models have different constraints that were recognized in past area. This
examination has at first utilized DEA for assessing operational productivity of different
undertakings in inn industry. In the interim, the Malmquist profitability approach was received
for estimating operational proficiency change of these lodgings. According to DEA model, it
gives a system that coordinates diverse unique sources of info and yields by creating a solitary
profitability file for dissecting character in regards to the achievement and disappointment of
activities. execution estimation has been viewed as the way toward evaluating productivity and
adequacy of activity. Association have been accomplishing better execution by fulfilling their
client with incredible proficiency and viability than contenders. Adequacy has been alluded to
prerequisite of client are met and productivity has been a proportion of how monetarily
association's assets have been used during given degree of fulfillment of client.
Question 5: How many projects your experience contain?

46
CRITICAL SUCCESS FACTOR
Options Responses Responses % Total respondents
Less than 5 9 18 % 50
5 – 10 14 28 % 50
11 – 15 9 18 % 50
More than 15 18 36 % 50
Figure 4.1.5: How many projects your experience contain?
Analysis: Different models and hypotheses have been inquired about and distinguished in the
cordiality business for investigating basic achievement factors in the UK lodgings. As referenced
above about past models the basic achievement factors in lodging industry and different ventures
have been showing their significance situated in their variables and positioning. They don't talk
about insights regarding each factor and how these elements impacts achievement or
disappointment of undertaking. Both of the above models didn't give legitimate data in regards to
execution and proficiency of these basic components. These models just character the elements
dependent on their positioning in the lodging business. These components are not accessible in
the lodgings having terrible showing. The two models have been showing basic factors that
prompted accomplishment of task however don't distinguish disappointment of an undertaking.

47
CRITICAL SUCCESS FACTOR
Question 6: What is the largest project involved based on contract sum?
Options Responses Responses % Total respondents
Not exceeding RM
200,000
8 16 % 50
Not exceeding RM
500,000
13 26 % 50
Not exceeding RM 1
million
7 14 % 50
Not exceeding RM 3
million
9 18 % 50
Exceeding RM 3
million
13 26 % 50
Figure 4.1.6: What is the largest project involved based on contract sum?
Analysis: Not many organizations have been efficiently measure their presentation in a
comprehensive manner. New items and administrations have been created for gathering changes
in necessities and desires for clients in the market. The initial step centers around building up

48
CRITICAL SUCCESS FACTOR
clear business destinations of the association. It has turned out to be important to break down
business and its results in a fitting way. The procedure need to begin with readiness of primary
qualities for business. Every class incorporate various sub-classifications and CSF identified with
each factor. For instance, inside the basic belief of individuals, there exist a few kinds of clients
including representatives, customers, providers and temporary workers. These CSFs should be
recognized for every classification and motioned in sub-class that makes a structure. The
subsequent stage is for supervisors and venture groups need to recognize those measures that
show accomplishment of the business objectives and procedures. An exhaustive rundown of
measures covering all parts of the presentation of associations. This rundown incorporate fitting
estimates that are at present utilized in administrators for reflecting association with the partners.
Question 7: To what extend do you think the following success factors contributed to the
successfulness of your most recent project?
Options Responses Responses % Total respondents
Ability to coordinate 7 14 % 50
Application of project
management
techniques
16 32 % 50
Client acceptance 4 8 % 50
Communication 10 20 % 50
Risk management 13 26 % 50

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CRITICAL SUCCESS FACTOR
Figure 4.1.7: To what extend do you think the following success factors contributed to the
successfulness of your most recent project?
Analysis: Basic achievement variables can be gotten from both inner and outside condition of
the organization. Organization's inward condition the CSF are probably going to emerge from
attributes of items and administrations. These CSFs will help in mirroring organization's sure
circumstance regarding skills and capacities for its upper hand. The outside CSF looked by
specific association that are gotten from the idea of modern and market structures. The specific
association have been gotten from the idea of mechanical market assets. These outer CSFs have
been unmistakably looked by all organizations that are working in a given outside condition and
are less controllable than that of inside ones. CSF need to accomplish factors that are
incorporated into the organization and existing in the working condition. This accentuation have
been featuring significant qualities of CSFs. Different investigates have been done on
recognizing CSFs identified with progress and disappointment of undertakings. Organizations
which have recognized their CSFs and have executed these with legitimate estimation and the
board have gotten exceptional yield on their interest in their business.
Question 8: Was the project successful in meeting project time goals?

50
CRITICAL SUCCESS FACTOR
Options Responses Responses % Total respondents
Yes 12 24 % 50
No 38 76 % 50
Figure 4.1.8: Was the project successful in meeting project time goals?
Analysis: Customary execution estimation can be evaluated dependent on simply money related
criteria. The fundamental bit of leeway is that it very well may be decidedly determined
appropriately. Different analysis of these monetary measures have been expanding quickly.
Monetary measures incorporate in reverse looking spotlight and focus for the most part on quick
objectives as opposed to long haul objectives. The degree of past progress can be accomplished
and have a little to tell with respect to drivers of the structure of association business execution.
There have been a few issues looked in the achievement and disappointment of the venture in the
market. These elements have been helping in keeping up a sharp approach in the improvement if
the task in an appropriate way. The successful coordination of partners and venture colleague
have been helping in making a superior methodology in the market. The need to concentrate on
aggressive issues including item and administration quality, consumer loyalty and business forms
that has brought about organizations going to non-monetary measures. These measures have

51
CRITICAL SUCCESS FACTOR
helped in giving a lot of apparatuses to increment in progress with a proactive administration
style. There has been rundown of non-budgetary estimates that impacts execution of business in
an in thorough way.
Question 9: How do you rate the project sponsor’s satisfaction with the project’s
deliverables?
Options Responses Responses % Total respondents
1 8 16 % 50
2 14 28 % 50
3 8 16 % 50
4 7 14 % 50
5 13 26 % 50
Figure 4.1.9: How do you rate the project sponsor’s satisfaction with the project’s
deliverables?
Analysis: The point of the procedure has been helping in keeping up a sharp approach in
accomplishing an economical upper hand in the long haul. Supportable upper hand has been
alluding to a better commercial center position that helps client than increase worth and benefit

52
CRITICAL SUCCESS FACTOR
items and administrations at lower costs. The lodging business has been searching for picking up
client esteems in the market that will help in keeping up a sharp approach in the market. The
utilization of different aggressive methodologies help in the market helps in upgrading
fulfillment of clients in the market. The term system has been utilized in different manners for
quite a while and relied upon a far reaching methodology. Notwithstanding, there are a few
systems that are helping pertinent to association. This thought of methodology may be
insignificant. There have been different meanings of methodologies that has a place with
situating to visioning and upgrades just disarray. Basic achievement elements are fundamental
issues that are related with specific vital goals. Execution markers have been quantifiable
measures in CSFs. In this way, there have been critical connection between execution pointers
and measures. In the event that, when markers can ascertain with some level of accuracy and
without equivocalness. It has been workable for pointers to exact estimation.
Question 10: How do you rate the project team’s satisfaction with the project?
Options Responses Responses % Total respondents
1 9 18 % 50
2 19 38 % 50
3 4 8 % 50
4 7 14 % 50
5 11 22 % 50

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CRITICAL SUCCESS FACTOR
Figure 4.1.10: How do you rate the project team’s satisfaction with the project?
Analysis: The hugeness of CSF for the accomplishment of an association. The distinguishing
proof of CSFs have been the primary craft of the exploration. This examination has concentrated
on investigating various factors on which an undertaking achievement depends. This
investigation targets assessing an enormous scope of basic and vital elements for the
accomplishment of a business improvement in the market.
This segment centers on systems as an examination theme and different orders for auditing such
methodologies. This area cares for the inceptions of systems examined for the advancement of
business association in the market. Exchange on system has been probably the most noteworthy
aptitude of the board in an association. There has been a great deal of consideration gave n
business systems in an association. The usage of business techniques helps in making an
enormous open door in the development of business segment. In the friendliness area, consumer
loyalty has been one of the most significant factor in the improvement of the inns. System can be
characterized as examples of choices that reflects objectives and targets of the association. The
point of the system is identified with the accomplishment of maintainable upper hands for long
haul. Maintainable upper hand has been alluded to arrangement of clients so as to increase the
value of the client with relative expenses. There are a few components of techniques that have

54
CRITICAL SUCCESS FACTOR
been appropriate to associations. Numerous parts of technique have been legitimately connected
with nature and specific circumstance of the association. A business can't adhere to a solitary
technique and absence of long haul arranging exactness helped for advancement of this view and
thought.
Question 11: How do you rate the client’s satisfaction with the project’s results?
Options Responses Responses % Total respondents
1 7 14 % 50
2 16 32 % 50
3 4 8 % 50
4 11 22 % 50
5 12 24 % 50
Figure 4.1.11: How do you rate the client’s satisfaction with the project’s results?
Analysis: This procedure needs to enter into accommodation examine which incorporate high
focused market circumstance inns. There should be a solid connection among progress and
development of a lodging and the route in methodologies techniques and business the executives.
Business association need to receive a key administration and grasp changes in business requests

55
CRITICAL SUCCESS FACTOR
for stay in rivalry. CSF can be applied to a wide scope of regions from big business asset
arranging (ERP) and formative group ventures. CSF has been a vital piece of talk in business
technique. A vital venture encourages business to build up its activities in the market. The
achievement pace of a business association get expanded with a vital venture the executives in
their tasks. The idea of CSF has been joined legitimately with the whole key business process
from wanting to execution. The basic achievement factor (CSF) has been an operational elements
that can be effectively recognizable through perception of operational schedules. The business
key methodology in the UK lodging industry may help in building up their business in the
market. These components can be utilized as markers for the advancements that are
accomplished objectives and destinations. The linearity of procedures have been affecting the
structure of plan of action of association.
Question 12: How do you rate the overall success of the project?
Options Responses Responses % Total respondents
1 7 14 % 50
2 17 34 % 50
3 6 12 % 50
4 7 14 % 50
5 13 26 % 50

56
CRITICAL SUCCESS FACTOR
Figure 4.1.12: How do you rate the overall success of the project?
Analysis: Organizations are confronting advanced time of rivalry that incorporate corporate
technique, frameworks and business forms. Execution estimates need to accentuate a major
image of the statistical surveying and a linkage between utilization of estimation and greatness in
business. The previous 10 years have been a significant period for each business in the UK after
the downturn of 2008. Upkeep and modifying of business techniques after the breakdown of
2008 downturn has been intense session for organizations. This venture has concentrated on
breaking down basic achievement factors (CSF) in the UK inn industry by building up a vital
system fusing CSF. It has been fundamental for improving by and large vital comprehension
inside lodging industry in the UK. A central point is seeing needs of clients in the market. This
idea consolidates key points of the organization and interlinked with sensible variables that
prompted basic achievement. The UK inn industry have been confronting issues with their
business advancement. A significant deterrent has been absence of detailing, clear technique and
clear core interest.

57
CRITICAL SUCCESS FACTOR
Chapter 5: Conclusion and Recommendations
5.1 Conclusion
It can be concluded that it has primary for defining differentiating between success criteria and
success factors leading to success on any projects. The success implementation of project has
been affected by group of factors and interaction of few factors in different groups. The literature
review has focused on critical success factors of the projects in hotel industry. While
concentrating on the writing audit on the task achievement factors this has been seen that in this
viewpoint there is a colossal need to dissect the part of venture as it will give a detail learning on
explaining the procedure of undertaking the board. Pursued by this perspective it has been seen
that a task is only the individual understanding and the presumptions of a person. Considering
this perspective it has been seen that it area will effectively expound the hypothetical just as the
key discoveries identified with characterizing the idea of the venture. Pursued by this angle it has
been seen that as per the investigations of International Project Management Association a
venture is only the arrangement of characterized cost and time obliged which holds the
propensity to convey nature of item with wanted necessities. Alongside the talking about the
distinguished viewpoint present the previously mentioned investigations it has been seen that a
venture the executives comprise a few sub exercises which incorporates the administration of the
assets of the association just as organizing the exercises present in the task the board procedure.
Considering these angles it has been seen that a task administrator must hold the capacities to
convey the undertaking according to the objective of the venture. As per the workplace of
Government Commerce has expressed that undertaking is only an association which is briefly
made with the reason to build up any moved toward business item. Pursued by this perspective it
has been seen that in the task improvement process which incorporates a few key components

58
CRITICAL SUCCESS FACTOR
that effects the yield of the moved toward undertaking. Further examination on the referenced
viewpoint it has been resolved that as indicated by the undertaking the executives organization it
a venture a procedure whose achievement factor relies upon the exactness of the results of the
task. Subsequently, it is extremely basic for a task to meet its ideal results. As talked about
before a task has a few components which needs to the location so as to meet the ideal result of
the undertaking.
5.2 Recommendations
Considering the previously mentioned viewpoint it has been seen that few achievement factors
should be consolidated which incorporates the elements that consents to continue as per the task
targets. Pursued by this angle an examination has been done which has referenced that if there
should be an occurrence of upgrading the conceivable outcomes of the accomplishment of the
undertaking it is fundamental therefore, it is essential to construct a compelling correspondence
with the objectives and destinations of the partners just as comprehend the engaged zone that has
been featured by the partners. This procedure will ensure that the moved toward venture met its
ideal result which will without a doubt summon the conceivable outcomes of improving the
achievement of the undertaking.
There are several recommendations provided below for enhancing success factors for projects:
Utilizing a multiple factor model
Project management has been a complex task which include several variables. Monitoring those
variables decides success or failure of the project. Project manager is responsible for monitoring
the growth of the project in a hotel industry. Therefore, management of project require a multiple

59
CRITICAL SUCCESS FACTOR
factor model which focuses on multiple variables of projects. Sequentially, multiple factors have
been depended on the project operation to be done in the hotel industry.
Participative management
Every project require a positive attitude of team members to participate in the project. Various
cases have identified that shows lack of participation of team members resulting in failure of
project. Therefore, it is recommended that projects manger need to look after participation of
team members in the project. A positive participation of team members help in enhancing
success factor of project.
Enhancing more communication among members
Communication is the key factor of success in any field. Communication among team members
have been helping in acknowledging team members related to planning and scheduling of
project. Communication helps in enhancing success factors of project.
5.3 Future Work
Future research might be conducted on studying quality of work life of hotels and projects
undergoing in them. It might focus on comparing quality of work done in a project in hotel
industry. Identification of new critical factors might be another focus for future research.

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CRITICAL SUCCESS FACTOR
Chapter 6: Personal Development Plan
Being a student of Masters in Business Administration, this dissertation has helped in enhancing
my skills and knowledge in the field of project management. I have experienced a large variety
of situation in completing this dissertations. I have gained a lot of knowledge and skills in
completing this dissertation. I am thankful to my supervisor for helping me out in this
dissertation. Before submitting proposal for the dissertation, I faced issues in selecting topic for
the dissertation. I selected two topics for the dissertation and asked for opinion of supervisor and
we agreed on this topic.
During assessing literature review, I have gone through various on-line journals, previous
researches, concepts, theories and models based on the research topic. Analyzing these online
papers, I came to understand about the depth of critical success factors of projects. I had to
develop aim, objectives and research questions for the study to justify the significance of the
study. The whole research has been based on these objectives and research questions. I have to
study a lot of journals and books for developing research objectives and research questions. I
have conducted on-line survey for collecting data and information related to the research. I have
generated statistical data from the survey and prepared graphs and tables based on data. I have
deal with the participants of the survey and communicated about the scope of the research and
their role in the research. This has helped to communicate with several number of people and
gathered their opinion regarding my research. They have also provided their knowledge
regarding critical success factors of project management.
I have provided my views on CSFs of project and its role in success or failure of the project. I
have provided all necessary details related to the research. The major learning from the
dissertation is that we have to be focused on objectives and identify proper targets to achieve

61
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proper and correct results from the study. I am thankful to my supervisor who gave me
confidence and strength to complete this dissertation.

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CRITICAL SUCCESS FACTOR
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