A case study on Hospitality Industry

Research Project

Table of Contents
INTRODUCTION...........................................................................................................................1
Overview of the research............................................................................................................1
Background of Research.............................................................................................................1
Significance of Study..................................................................................................................1
Research Aim..............................................................................................................................1
Research Objectives....................................................................................................................2
Research Questions.....................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................2
To identify the benefits derived by organisations through customer satisfaction.......................3
To evaluate the measures adopted by the hospitality industry in order to improve its
performance.................................................................................................................................3
To determine the importance of customer satisfaction for Productivity of the organisation......3
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................3
Type of Investigation..................................................................................................................4
Research Design..........................................................................................................................4
Research Approach.....................................................................................................................4
Data sampling..............................................................................................................................4
Data collection............................................................................................................................4
Ethical Consideration..................................................................................................................5
TIME SCALE..................................................................................................................................6

TITLE: 'To analyse the importance of customer satisfaction in developing organisational
performance and productivity. A case study on Hospitality Industry'
INTRODUCTION
Overview of the research
The piece of modernized advancement can not be undermined in the present business
world. There are distinctive gadgets and headways which are being used by associations around
the world. Moved improvements are compelling in making people life all the more essential and
satisfying, this also make a rousing power in overhauling the learning and limits of individuals
about the enormity of applying modernized mechanical gatherings and advances (Bharwani and
Mathews, 2012). The concept of customer satisfaction has developed as of late and is relied upon
to supplant the manual workings inside association to a huge degree going ahead. The
momentum inquire about report will have a point by point dialogue on this theme.
Background of Research
There has been unfaltering change in the general workings of associations around the
world, fundamentally in light of new and imaginative mechanical assemblies and also methods
used by them inside business. The basic reason of firm is to fulfilling the necessities of
individuals at business centre with a specific end goal to achieving Customer satisfaction. There
is an inside and out effect of customer satisfaction on the general workings of organisations
within the hospitality industry (Ransley and Ingram, 2012).
Significance of Study
Research is a basic plot for a business. In case an affiliation needs to create it may lead
inspect once in a while about various components that impacts business either clearly or
roundabout. In this way, It is extremely basic to influence a real examination of these
components and a short time later to layout procedures which will be profitable for both
association and customers in a suitable and furthermore beneficial way.
Research Aim
The point of this examination is to assemble essential information in regards to utilize and
usage of various types computerized reasoning innovation inside different organizations of of
Hospitality Industry for the purpose of achieving customer satisfaction. This will empower the
1

scientist and additionally perusers to have a legitimate learning about counterfeit consciousness
and its utilization (Walsh, Chang and Tse, 2015).
Research Objectives
Research targets are made in light of developed reason for the examination, these are
accessible as clarification which depicts the real level of concentrate ultimately expect monster
part in get-together fitting information and data as to drawing achievable result. The targets are
portrayed either wide or thin which depends upon the examination issue. The imperative
objectives of this specific research meander are depicted as under:
 To identify the benefits derived by organisations through customer satisfaction.
 To evaluate the measures adopted by the hospitality industry in order to improve its
performance.
 To determine the importance of customer satisfaction for Productivity of the organisation.
Research Questions
 What are the benefits derived by organisations through customer satisfaction.
 What are the measures adopted by the hospitality industry in order to improve its
performance.
 What is the importance of customer satisfaction for Productivity of the organisation.
CHAPTER 2: LITERATURE REVIEW
It is one of the primary and essential piece of research venture. It tries to clarify the goals
of research in a significantly more point by point way. It can be viewed as the centre of an
exploration venture. The information is collected from different source, for instance, past
endeavours, books, magazines, well ordered papers etc. The Researcher or the specialist set the
perfect opportunity for particular endeavour so it is essential for them to complete the work in
picked time conveyance. Under this, the objectives of research are clarified in a reasonable,
capable and an ordered way. Thusly one may state that it is the centre of research and is to a
great degree essential to accomplish the general objective of the whole research (Brown, Thomas
and Bosselman, 2015).
To identify the benefits derived by organisations through customer satisfaction.
There are various benefits which can be derived by the organisations in an effective as
well as efficient way through providing effective goods and services to the people and hence
2

deriving their satisfaction which in turn leads to enhanced brand image as well as reputations,
thus, growth and development of the company and in its revenue can be seen in an effective as
well as efficient manner. As per the views of Robert Gates, 2014. It is also equally important to
manage customers and their demands well, so that they can be retained for a longer period of
time and enhancement can be seen in the overall delivery system of organisations. Hospitality
industry consist of various industries like food, restaurants, Hotels etc. These industries are
growing rapidly and is expected to play a dominant role in the economies around the world
(Dominici and Palumbo, 2013).
To evaluate the measures adopted by the hospitality industry in order to improve its
performance.
According to view of Francine Havilia, 2016 There are various measure which are used
by the organisation in order to provide effective service to the various patient coming from
different place. There are different types of protective measures which are supposed to be taken
in order to provide different types of strategies which are used by the customer in order to
accomplish different functions of organisation.
Provide various accommodations: The hospitality industry provide different types of strategies
in order to provide different types of accommodation to the patient so that he do not able to
face different types of issues and problems.
Treat with the patient in decent manner: the management of the hospitality industry perform
different types of functions and operations which helps to behave with different customer in
effective manner. This aid to accomplish goals and objectives of organisation in effective
manner. The manger of the organisation implement different types of strategies which helps to
behave with the different customer in proper manner.
Provide effective medical facilities: there are different types of medical facilities which are
accomplish by the organisation in order to provide different types of strategies in order to
provide different types of strategies which aids to accomplish different types of stratgies which
are used by the organisation.
To determine the importance of customer satisfaction for Productivity of the organisation.
If the customers will be satisfied with the products and services that are being provided to
them, then it becomes easier for the manager to perform certain functions that will enhance the
overall productivity of the organisations. It is very important to analyse the various impacts of
3

different macro and micro environmental factors on customers and their demands and strategies
shall be framed based on that only. There are different kinds of instruments which are by and
large every now and again utilized by the organization to reach out to clients and expanding the
level of benefit as well to achieve level of satisfaction. These instruments incorporate Mobile
applications particularly intended to take into account needs and requests of clients and making
essential game plans for making buys and also appointments through portable applications as it
were (Lolli, 2013).
CHAPTER 3: RESEARCH METHODOLOGY
This can be reviewed as the most basic piece of research meander which helps altogether
the entire research rehearses into especially sorted out and contemplate way. This segment helps
in picking the most sensible instruments and system for fulfilment of research work. This
segment acknowledge skilled part in social event fitting come to fruition through applying most
sensible structure.
Type of Investigation
The examination can be of two sorts, these are Qualitative research and quantitative
research. Researcher has considered subjective examination with a particular outrageous
objective to finish this examination and major part for this decision is that running subjective
research framework is remarkably clear and any individual can lead this by taking a short
instructional gathering in partnership.
Research Design
Research techniques and logic related in get-together and dissecting measures of the parts
which are shown in the examination issue. This zone give a chart to the examination in which
entire action of research are finished in persuading way Diverse sort of research takes after are
there, for example, illustrative, exploratory and test research (Kysilka and Csaba, 2013).
Research Approach
There are two sorts of research approach that an examiner can pick with the ultimate
objective of reasonably driving examination. These are inductive research approach and
deductive research approach. With the true objective of this examination inductive research
approach has been considered as it helps in social event better and moreover compelling
4

outcome. The strategy for speculation behind undertaking inductive deducing is that it is
essential in restricting right conclusion for the examination.
Data sampling
Data sampling alludes to formation of test from a vast populace base, as a result of the
way that entire populace can not be taken to collect information, consequently an example of the
populace is taken to gather information and the example populace is dealt with as the agent of
the entire populace (Knowles, 2012).
Data collection
Data amassing or Data accumulation is an extraordinarily capable gadget which is used
by the master with the ultimate objective of reasonably gathering data and making examination.
It is fundamental for scientist to gather information and data through different sources.
Researcher can collect information with the assistance of different systems, Under this
examination both essential and in addition optional information has been chosen. There are two
sorts of systems which are as under:
Primary Data: Under this, the data is gathered from primary sources like public through various
tools like questionnaires, surveys, research etc. The data is more reliable then Secondary research
and it is quite important as well to make sure that the data is collected as well as accumulated in
an effective as well as efficient way.
Secondary Data: Under this the data is selected from various secondary sources like internet,
websites, magazines, Library etc. It is much easy to gather and hence can be done in an effective
as well as efficient way, though its reliability remains doubtful (Falk, 2016).
Ethical Consideration
It is a standout amongst the most imperative piece of the examination. A specialist needs
to confront different various types of circumstances while directing an examination. These issues
incorporates, that the exploration might be directed in a the way as was conceived. The time
distributed and also the spending that was there ought to be dealt with by the examination in a
powerful and also proficient way. A scientist go over different data of clients, which are very
individual in nature and in this way it is very fundamental that these are secured and not abused.
It might be utilized just for the reason for which it is gotten and no different purposes. The data
should not be imparted to anybody. The entire research should be directed in the most moral way
5

and every one of the prerequisites might be satisfied also (Langvinienė and Daunoravičiūtė,
2015).
6

TIME SCALE
7

REFERENCES
Books and Journals
Bharwani, S. and Mathews, D., 2012. Risk identification and analysis in the hospitality industry:
Practitioners' perspectives from India. Worldwide Hospitality and Tourism Themes.
4(5). pp.410-427.
Ransley, J. and Ingram, H., 2012. Developing hospitality properties and facilities. Routledge.
Walsh, K., Chang, S. and Tse, E.C.Y., 2015. Understanding students’ intentions to join the
hospitality industry: The role of emotional intelligence, service orientation, and industry
satisfaction. Cornell Hospitality Quarterly. 56(4). pp.369-382.
Brown, E.A., Thomas, N.J. and Bosselman, R.H., 2015. Are they leaving or staying: A
qualitative analysis of turnover issues for Generation Y hospitality employees with a
hospitality education. International Journal of Hospitality Management. 46. pp.130-
137.
Dominici, G. and Palumbo, F., 2013. The drivers of customer satisfaction in the hospitality
industry: applying the Kano model to Sicilian hotels. International Journal of Leisure
and Tourism Marketing. 3(3). pp.215-236.
Lolli, J.C., 2013. Interpersonal communication skills and the young hospitality leader: Are they
prepared?. International journal of hospitality management. 32. pp.295-298.
Kysilka, D. and Csaba, N., 2013. Employee turnover in the hospitality industry. Anale. Seria
Stiinte Economice. Timisoara. 19. p.377.
Knowles, T., 2012. Food safety in the hospitality industry. Routledge.
Falk, M., 2016. A gravity model of foreign direct investment in the hospitality industry. Tourism
Management. 55. pp.225-237.
Langvinienė, N. and Daunoravičiūtė, I., 2015. Factors influencing the success of business model
in the hospitality service industry. Procedia-Social and Behavioral Sciences, 213,
pp.902-910.
8