Employee Empowerment and Customer Satisfaction in the Hotel Industry: A Study on Ritz

Dissertation

Abstract
To stay ahead in the competition, there is a need to hire talented employees who have
enough capability to maintain the working environment of a business. Similarly, the present
study is also focused upon employee empowerment and customer satisfaction. For that,
qualitative research methods used along with secondary data collection methods that provide a
deep understanding with regard to both terms and examine the relationship between the same.
Further, through secondary research it can be stated that there are many factors that affect the
employee empowerment such as psychological factors, cultural factors, whereas customer
satisfaction is affected through quality of service offered by hotel. Therefore, the entire study
shows that there is a positive and direct relationship between employee empowerment and
customer satisfaction.

Acknowledgment
I would like to thank University who offered me an opportunity to complete the assignment and
enhance knowledge.
I would also thank my teachers who support me and always ready to solve my doubt in order to
take the research into right direction.
Last but not the least I would like to thank my parents who support me economically and non-
economically to complete the assignment.
Thank you.

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION.........................................................................................................6
1.1 Background............................................................................................................................6
1.2 Aim and objectives................................................................................................................6
1.3 Rationale................................................................................................................................7
1.4 Scope of the study..................................................................................................................7
1.5 Structure of a dissertation......................................................................................................8
CHAPTER 2: LITERATURE REVIEW............................................................................................10
2.1 Introduction..........................................................................................................................10
2.2 Concept of empowerment and customer satisfaction within hotel industry........................10
2.3 Critically examine the factors that affect employee empowerment and customer
satisfaction in Ritz.....................................................................................................................12
2.4 Relationship between employee empowerment and customer satisfaction.........................14
2.5 Conclusion...........................................................................................................................16
CHAPTER 3: RESEARCH METHODOLOGY................................................................................18
3.1 Introduction..........................................................................................................................18
3.2 Research type.......................................................................................................................18
3.3 Research Approach..............................................................................................................18
3.4 Research Philosophy............................................................................................................19
3.5 Data collection.....................................................................................................................20
3.6 Data Analysis.......................................................................................................................21
3.7 Ethical consideration............................................................................................................21
3.8 Reliability and validity.........................................................................................................22

3.9 Conclusion...........................................................................................................................23
CHAPTER 4: FINDINGS ANALYSIS AND DISCUSSION...........................................................24
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS........................................................31
4.1 Conclusion...........................................................................................................................31
4.2 Recommendations................................................................................................................32
4.3 Limitation of research..........................................................................................................33
REFERENCES...................................................................................................................................34

Topic: To investigate empowerment and customer satisfaction in the context of hotel
industry: A study on Ritz
CHAPTER 1: INTRODUCTION
1.1 Background
Employees are considered as a backbone of an organization because in hotel industry
they are the only person who directly touch with customers during dealing the service. On the
other side, customers are satisfied when the employees offer effective services and become loyal
towards a brand. These loyal customers give company repeat business and form a major part of a
revenue as well. The continuous development of an employee empowerment is affected the
quality of service they offered to customers (Bose and Emirates, 2018). However, the aim of a
business is to earn profit by offering high quality service to their customers which in turn leads to
satisfy them. Thus, employee empowerment is a wide concept that is used to enhance the work
performance and sustain the brand image at international level as well. Similarly, the present
research also focused upon the employee empowerment and customer satisfaction and also with
the help of thematic analysis, the relationship between both will be identified.
The dissertation is based upon the hotel industry in which Ritz has been used which is
one of the top firm and offer luxurious services to their customers at affordable rates. The
company is also graded as a 5-star hotel and recognized as a most prestigious hotel due to its
high class service. Currently it has more than thousands employees and also operating in
different countries, that is why, it is necessary to enhance the employee empowerment so that it
leads to increase customer satisfaction.
1.2 Aim and objectives
Aim: The aim of the study is to examine employee empowerment and customer satisfaction in
Ritz.
Objectives:
 To understand the concept of empowerment and customer satisfaction within hotel
industry.

 To critically examine the factors that affect employee empowerment and customer
satisfaction in Ritz.
 To access the relationship between employee empowerment and customer satisfaction.
 To suggest effectual customer satisfaction strategies which can be used by Ritz.
Research questions
 What do you understand by empowerment and customer satisfaction?
 What are the factors that affect employee empowerment and customer satisfaction in
Ritz?
 What is the relationship between employee empowerment and customer satisfaction?
1.3 Rationale
The reason for conducting the research on this topic is such that to study on employee
empowerment and customer satisfaction within Ritz. Now a days, it is not easy for companies to
strengthen the employees performance and for that they uses different strategies to improve the
productivity. Therefore, this is recognized as an issue because due to having low employee
empowerment, it directly affects customer satisfaction which in turn creates impact upon
financial performance of Ritz as well. Also, due to poorly designed empowerment strategies,
company is failed to produce results and that is why, managers of an organizations must have
focused upon different strategies pertaining to employee empowerment so that it leads to satisfy
customers too (Empowerment, 2018). Thus, by using thematic data analysis, scholar may also
shed the light upon different aspects pertaining to employee empowerment and customer
satisfaction.
Another rationale for conducting research on this specific topic is such that scholar have
their own interest to study on employee empowerment and customer satisfaction, as it leads to
enhance the knowledge as well. Further, it will also help investigator to use the same in their
future either in their professional career or personally.
1.4 Scope of the study
The research will provide an insight to the implication of employee engagement to
employers of Ritz and develop a relationship between employee empowerment and customer

satisfaction within hotel industry. This, the study helps the company to understand the concept
and identify the factors that might affect both variables. On the other side, the study will also
beneficial to other scholars who study on similar topic so that they can use the content as a
secondary resource and develop an understanding about the topic as well. Apart from this, study
is also helpful to other hotels (competitor of Ritz) to examine the impact of employee
empowerment and customer’s satisfaction upon the overall performance of a company.
Thus, it can be stated that managers in other organizations will also find the study more
useful in order to enhancing their appreciation of the need to empower employees. Along with
this, different new concepts will be used in the study that are useful to researchers in the context
of hotel industry which includes organizational image, effectiveness and trust etc.
1.5 Structure of a dissertation
Chapter 1: Introduction
It is the first chapter of a dissertation where scholar describe aim and objective,
background of the dissertation. Along with this, scholar also describe the reason for conducting
the study on this specific topic. Further, scope of the study has been discussed in this chapter that
provide usefulness of conducting research on the chosen topic I.e. investigation on empowerment
and customer satisfaction.
Chapter 2: Literature review
Second chapter of the dissertation, in which scholar consider all the secondary sources
which includes books, article, journals relevant to the topic. Further, investigator also used
author’s point of view in order to designed themes on the basis of research objectives. This
section helps researcher to develop a deep understanding pertaining to employee empowerment
and customer satisfaction.
Chapter 3: Research Methodology
Another important chapter of a dissertation in which scholar critically evaluate the
study’s validity and reliability. For that, different techniques will be used to analyze the
information about a topic which includes research type, approach, philosophy, data collection
methods and ethical considerations, reliability and validity.