Current Customer Services Assignment
Added on 2020-07-22
23 Pages4377 Words39 Views
RESEARCHPROJECT
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Formulating and recording possible outline specifications of research project....................11.2 Identification of the factors that have a contribution in the procedure of selecting research-project..........................................................................................................................................21.3 Literature review of the key references.................................................................................21.4 developing a specification of research project......................................................................31.5 An appropriate plan & processes for agreeable research-specifications...............................3TASK 2............................................................................................................................................52.1 Matching the resources efficiently with hypothesis & research questions...........................52.2 Undertaking of proposed research-investigation in accordance to the agreed specification& procedures...............................................................................................................................52.3 Recording and collating the relevant-data wherever it is found to be appropriate...............5TASK 3............................................................................................................................................93.1 Research evaluation techniques............................................................................................93.2 Interpretation and analysation of the obtained results.........................................................103.3 Recommendations and justifications...................................................................................11TASK 4..........................................................................................................................................114.1 Presenting the outcomes of research...................................................................................11CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12APPENDIX 1.................................................................................................................................13
ILLUSTRATION INDEXIllustration 1: Satisfaction level.......................................................................................................9Illustration 2: Effects of availability of assets................................................................................10Illustration 3: Effectiveness of services.........................................................................................11Illustration 4: Suggestions to the relatives.....................................................................................12Illustration 5: Location of customers.............................................................................................13Illustration 6: Prices of Travelodge................................................................................................13Illustration 7: Location of the hotel...............................................................................................14
Title of the research: “To analyse the reason behind choosing Travelodge Hotel by customersvisiting London: A study on their current customer services”INTRODUCTIONResearch project is defined as the scientific study or a type of systematic investigationwhich is carried in order to establish the associated facts and figures. This involves the utilisationof diversified theories as well as hypothesis as well. Furthermore, the inclusion of researchmethodology helps in proper conduction of the study. So, on coming towards the current chosentopic of analysing the reason behind choosing Travelodge Hotel by customers visiting London,research methodology will be providing the necessary guidelines so as to carry the study further.The focus of Travelodge Hotel is mainly upon business class clientele and families as well (OurCompany, 2016). So, it is the responsibility of the authorities to satisfy the needs andrequirements of all those individuals who come to undertake their services.TASK 11.1 Formulating and recording possible outline specifications of research projectAim:-To analyse the reason behind choosing Travelodge Hotel by customers visiting London:A study on their current customer services. The current research emphasises upon Travelodgehotel since it has been experiencing ample profits in terms of satisfying majority of customers inLondon.Objectives:-To analyse the reason behind choosing of Travelodge Hotel by customers in LondonTo analyse the factors which play key role in choosing this particular hotelTo evaluate the current customer services of Travelodge HotelTo recommend ways in which Travel Lodge services could be evaluated effectively Research Questions:-What is the reason behind choosing of Travelodge Hotel by customers in London?What are the factors which play key role in choosing a hotel?How can the current customer services of Travelodge Hotel be evaluated?What are the recommended ways in which Travel Lodge services could be evaluatedeffectively?1
1.2 Identification of the factors that have a contribution in the procedure of selecting research-projectAbundant topics have been undergone by the researcher in order to carry the presentresearch. So, the sources of information available as per the current study were more reliable andauthenticated which led towards the choosing of this topic. Adding more to this, the researcherhad keen interest in analysing the services of Travelodge Hotel. This was the reason which ledhim choose the current topic. Henceforth, to carry the research forward, a diversified set ofactivities have been included in order to analyse the reason involved in increasing use of travellodge hotels in London by customers.1.3 Literature review of the key referencesFactors considered by the customers while choosing a hotelAccording to Wilson and et.al., (2012), the choice of a particular hotel, is a crucial taskthat involves role of many key elements. Namely, there are some factors which play a key rolein the minds of consumers while selecting a hotel. First one deals with the location of hotel.Customers often choose that hotel which lies within the proximity of all the major tourist’sdestinations in a particular state. This is important so that less time is taken in moving from onedestination to another as stated by Bergman and Klefsjö, (2010). Also, business class clientsprefer to choose the hotel that is situated near main business centres as well as industrial areas.Also, another factor associated with location is that medical-service centres, shopping malls aswell as railway-stations should also be near the chosen hotel by them. However, as per the viewsof Sharma (2012), the most important factor considered by people while choosing a hotel issuitable homely environment so that they feel comfortable there and can live for a long period oftime. Importance of amenities provided by hotelAccording to Hanif, Hafeez and Riaz, (2010), the second factor which plays effective rolein choosing hotels is the amenities provided by hotel. However, there are certain types of hotelswhich provide additional services such as traditional programs, free Wi-Fi facilities which aremost probably chosen by the customers or tourists who select the hotel accordingly. It acts as amotivating factor to choose a particular hotel over the others. However, in contrast to this, as perthe views of McNiff (2016), customer's do not live in hotel much if they visit for holiday purpose2
and opt for clean, beautiful and comfortable rooms rather than concentrating on other amenitiesas it is common in the offerings of most of the hotels.Importance of Reviews of the customer The most influential factor which plays a key role in choosing particular hotel is thereviews which are often given by other customers who have already stayed at that hotel. Thereviews clearly depict the image of the hotel within the minds of their potential customers. So,before choosing a particular hotel, a brief analysis of the reviews given by previous customersshould be done. Also, the second most influential factor which plays a key role in choosing ahotel is the value or the price at which an individual is being provided the accommodationfacility as argued by Sharma, (2012). So, in context with this, providing discount offers plays akey role in attracting majority of customers. There are many 3-star, 5-star hotels who at occasionof festivals offer ample discount offers to grab the attention of majority customers. According toBell (2014), it is important for hotels to focus on the tastes and preferences of their customers inorder to generate higher profits. Product offerings must align to the objectives of customers.1.4 Developing a specification of research projectResearcher will be using a diversified range of tools and techniques to meet theformulated aim & objectives of present study. So, following methods will be included:Collecting Data: Researcher will be making use of both primary & secondary sources togather relevant and authentic information.Approach of research: Researcher will be making use of the inductive-approach to carrythe study forward by aid of observations & theories.Philosophy of research: Researcher will be using interpretivism - philosophy for deeplystudying the various elements associated with current study. Design of research: Descriptive category will be utilised by the researcher as per thecurrent aim & objectives of study. Sampling: Researcher will be conducting a survey among a sample of 20 customers whoare Travelodge Hotel's regular customers in order to make error-rate reduction.Analysing the Data: For carrying the present study, researcher will be using qualitativemethodologies in order to reach better conclusions. There are two different forms throughwhich data can be analysed. In this context, it includes numeric and theory based data.Both are effective but numeric is the one that are gathered when there are complex3
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