Impact of Communication on Customer Satisfaction

This assignment delves into the crucial role of communication in shaping customer satisfaction within the hospitality sector. It examines various aspects of communication, including employee-customer interactions, internal communication, and crisis management, highlighting their impact on customer perceptions, loyalty, and overall experience. The analysis draws upon relevant academic literature and real-world examples to illustrate the complexities and best practices associated with effective communication in hospitality.

Research Project

Table of Contents
TASK 1 RESEARCH PROPOSAL.................................................................................................5
1a) Formulate a list of possible research project and selection of final choice......................5
1.1 Background.......................................................................................................................5
1.2 Factors that contribute to the process of research project selection.................................6
1.3 Critical review of key references......................................................................................6
1.4 Research project specification..........................................................................................7
Hypothesis..............................................................................................................................8
1.5 Appropriate plan and procedure.......................................................................................8
2.1 Match resources efficiently..............................................................................................9
TASK 2..........................................................................................................................................14
2.2 Undertaking proposed research investigation................................................................14
2.3 Record and collate relevant data.....................................................................................17
Do you find that poor communication among management and staff affects individuals
morale?.................................................................................................................................18
3.2 Interpret and analyse the results.....................................................................................19
Theme 5: Lack of eye contact is the main reason that affects the poor communication among
individuals............................................................................................................................23
4.1 Use agreed format...........................................................................................................28
3.1 Use appropriate research evaluation techniques.............................................................28
3.3 Conclusion and recommendation...................................................................................28
REFERENCES..............................................................................................................................30

Illustration Index
Illustration 1: Theme 1...................................................................................................................14
Illustration 2: Theme 2...................................................................................................................15
Illustration 3: Theme 3...................................................................................................................16
Illustration 4: Theme 4...................................................................................................................17
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TASK 1 RESEARCH PROPOSAL
1a) Formulate a list of possible research project and selection of final choice
It can be assessed that there are different options available for carrying out the research
study. Following are the different topics that are suggested such as-
 “The curtailment of workforce have negative impact on employee motivation”.
 “The core competencies needed by start-ups in the Smartphone market”.
 “Poor communication from management to staff has resulted in poor levels of customer
service at Company Z”.
Thus, all such available options assesses that they could be selected in order to carry out
the research study. But scholar undertakes the crucial research topic i.e. to identify the impact of
poor communication from management to staff which has resulted in poor levels of customer
service. Hence, selecting such research options helps scholar to identify the impact of poor
communication from management to staff and thus it results into poor level of customer service
that affects their satisfaction. Thus, selecting such research option is the best way as it assists in
improving the customer service and attain best results.
TITLE- “To assess the impact of poor communication from management to staff has resulted in
poor levels of customer service- a case reference to Hilton Hotel in Hong Kong”.
1.1 Background
Communication can be stated as the crucial component that helps in delivering of
information from one level to another in order to carry out the best operations in the workplace.
With the help of proper communication it influences staff to render the best quality services to
customers and fulfil organizational requirements by obtaining specific targets. Further, it can be
assessed that poor level of communication impacts the performance of firm in an negative way.
Thus, it is essential for management of Hilton to deliver the best communication so that each
and every employee can identify the strategy that is communicated by top management to
subordinates so that better quality services can be delivered to customers and enhance
satisfaction (Assaf and Magnini, 2012). Further, it can be evaluated that HR department of firm
is required to render proper training to their employees so that they can effectively communicate
with each other and raise the performance of hotel at high standards. While, if communication
among employees is poor then it will result in bad performance and affects the customer service
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within hotel. In regard to establish a strong business relationship, it is essential for firm to
develop effective communication among individuals. The lack of communication from
management to staff will strain the productivity of enterprise and which result in inappropriate
customer service (Hogg, 2008).
In the present study, Hilton hotel within Hong Kong has been undertaken in relation to
identify the impact of poor communication from management to staff which results in ineffective
customer service. Hence, it also effects the productivity and profitability of firm so that loyal
customers are not satisfied from the service provided by hotel. Thus, it results in dissatisfaction
among customers and thus impacts the profitability of firm.
1.2 Factors that contribute to the process of research project selection
Different scholars have assessed that impact of poor communication from management to
staff results in poor levels of customer satisfaction. It can be evaluated that communication
process needs to be effective within every business and thus it helps in delivering crucial
information to individuals from top management. Several researches conducted upon the topic
reveals that poor communication results in delivering poor customer service that ultimately
affects the productivity of firm. Here, the main interest of researcher in the topic has helped in
selecting the topic (Jeon and Choi, 2012). Additionally, limited researches has been carried out
on the selected topic that helps in obtaining useful and reliable information for the study.
Assessing the impact of poor communication from management to staff will assist in identifying
the impact of the same on poor customer service. Further, the research also requires identifying
different measures of customer satisfaction so that productivity and profitability of firm can be
improved.
1.3 Critical review of key references
As per the view of Prud’homme and Raymond (2013), poor communication from
management to staff influences the customer service and thus results in low profitability of firm.
Therefore, it is essential for management of firm to develop effective communication process so
that best information can be conveyed to every department in regard to fulfil the needs. There
has been different researches conducted in the past in relation to the given topic so that it helps in
effectively analysing and evaluating results for the study. Various books, journals, articles have
been evaluated in regard to assess the concept and causes of poor communication from
management to staff which results in poor levels of customer service. Firm needs to adopt
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different control measures and implement the same within firm so that effective communication
can be developed among top management and subordinates in regard to deliver the service
effectively and satisfy the needs of individuals. Hence, it is effective for attaining reliable results
for the current study (Johnson and et. al., 2013).
1.4 Research project specification
The aim of the research is “To assess the impact of poor communication from
management to staff has resulted in poor levels of customer service- a case reference to Hilton
Hotel”. It aims in developing and influenced road map for carrying out the study so that defined
objectives can be attained (Hanks, 2014). Statistical tool like correlation analysis is used to
identify the relationship between poor communication and service quality that is given to the
customers in the hotel. Further, research objectives assists in modifying the research aim in an
effective and efficient manner. Following are the research objectives of the study are-
 To assess the concept and importance of communication within the firm.
 To evaluate the effects of communication on employee encouragement in the business.
 To examine the level of poor communication which results in decreasing employee
morale within Hilton Hotel, Hong Kong. To analyse the different strategies used by business to improve communication among
employees which results in customer satisfaction.
Research questions
 What are the effects of communication on employee encouragement in business?
 How does poor communication results in decreasing employee morale within Hilton
Hotel?
 What are the strategies implemented by business to improve communication among
employees?
The main research objective is that examining the level of poor communication which
results in decreasing employee morale within hotel. Thus, such objective helps scholar to
identify the different poor communication methods that affects the employee morale within
business. Hence, through carrying out such research objective helps in solving the research
problem and attain results.
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Hypothesis
It can be assessed that on the basis of research, scholar aims to frame different hypothesis
upon which data analysis section is being carried out-
Hypothesis 1:
H10: There is no significance relationship between effects of communication on employee
encouragement in the business.
H11: There is significance relationship between effects of communication on employee
encouragement in the business.
Hypothesis 2:
H20: There is no significance relationship between the level of poor communication which
results in decreasing employee morale within Hilton Hotel.
H21: There is significance relationship between the level of poor communication which results
in decreasing employee morale within Hilton Hotel.
1.5 Appropriate plan and procedure
Here, the aim of the research is “To assess the impact of poor communication from
management to staff has resulted in poor levels of customer service- a case reference to Hilton
Hotel”. In order to conduct the study exploratory research will be adopted. Further,
interpretivism philosophy will be adopted to identify the research aim and develop effective
research design for the study. It assists in conducting the research effectively and efficiently.
Research approach selected for present study is inductive and undertakes data collection method
to attain results (Khan, 2011). However, the present qualitative study will focus upon assessing
the research issue and achieving the results. Data collection will be done on the basis of primary
and secondary data collection method. For collecting primary data questionnaire will be prepared
and thus it will be filled by the employees of Hilton hotel. While, the secondary research is done
through different books, journals, internet etc. Data analysis for the study will be conducted
through qualitative method. Thematic analysis will assist in conducting the research so that clear
analysis of the research topic can be attained (Herek, 2012).
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12
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Drafting research proposal
Carrying out review of literature
Finalizing the objectives
Drafting the literature review
Secondary data collection
Analysing secondary data
Developing research approach
Drafting of research methodology
Formulating the questionnaire
Arranging interviews
Carrying out interview
Collecting information
Findings of the Draft
Evaluation of the data
Finalizing other chapters
Draft findings chapter
Submission to tutor and awaiting feedback
Revising the final draft
Printing and binding
Submit to Tutor
2.1 Match resources efficiently
Concept and importance of communication
As per the view of Dorn and Sahinyan (2011), poor communication in the workplace
results in serious issue and can be proved to be costly for firm. Thus, the impact of it upon
business is worst that results in failure of operations in market. Some common results are
declining business operations, loosing of target market, dissatisfaction among workers etc.
Thence, it is essential for businesses to improve its communication strategy that helps in
enhancing the performance of employee in the workplace so that motivation can be attained in an
effective manner. Communication can be stated as the method through information can be
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delivered from one person to another. On the other hand, it is the process through which
individual can interact with other group of people in order to share information, develop ideas
and make decision in regard to solve the issues. It involves different media involved in order to
carry communication such as television, newspaper, internet etc. Further, communication can be
categorized into two different forms such as verbal and non-verbal communication. However,
Marinov (2006), argued that verbal communication can be stated as the spoken word when
communicating with another individual. On the other hand, non-verbal communication means
using other mediums such as body language, sign language, gestures and postures etc. to
communicate with one other.
Further, the communication model assesses that it is the information source that helps in
sending the information by using effective medium so that receiver receives the best information
but the information sometimes affected by noise, distraction etc. According to the view point of
Holm (2006), communication is crucial component within each and every business enterprise as
it assists in delivering the best information to another individual so that it can help them to attain
success. Top management of any firm uses different medium of communication in order to
deliver information to staff so that they can render the best customer service and achieve
satisfaction. Cornelissen (2014), stated that effective communication is crucial for employee
encouragement and job satisfaction which results in attaining success. Businesses are required to
improve their communication process and thus deliver the best customer service to attain
satisfaction. Thus, it is essential for top management to develop interaction with the lower level
staff in order to direct them so that success can be attained in an effective way. In the current
business scenario, communication is considered as the most crucial factor that helps firm to
communicate and determine its success.
Effects of communication on employee encouragement in the business
As per the opinion of Ulmer, Sellnow and Seeger (2014), communication is the best part
in the business and thus management needs to focus upon developing it so that it helps in
encouraging individual and attain desired success. Employee encouragement is the most
important tool that assists in enhancing the customer service in market. Also, top management of
firm is required to communicate the information to staff so that information can be rendered to
them regarding customer service. Within hospitality firm, it is essential for employees to
improve its communication and thus it results in employee encouragement. Communication is
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very effective tool that helps in improving worker encouragement. Businesses are required to
focus upon its communication process and thus enhance the efficiency of firm. Poor
communication among management and employees affects the productivity of individual as they
are not informed about the service delivery process which results in dissatisfied customers.
Singhal and Rogers (2012), stated that communication impacts upon the employee
motivation as it helps managers and supervisors to identify the weakness of personnel while
delivering services to clients. Therefore, proper communication channel needs to be adopted so
that in regard to render best services such as e-mail, notice etc. and thus relationship can be build
among employer and employees. However, poor communication from management to staff has
resulted in poor levels of customer service which affects profitability ratio of firm in market.
Hence, it is essential for firm to enhance the communication so that crucial information can be
delivered to one another. Interaction is being considered as one of the best factor which results in
improving employee satisfaction and thus inefficient and ineffective communication impacts
upon individual performance. However, Sadri and Tran (2002), argued that in the workplace
when there is no sharing of ideas and thoughts it results in unproductive environment which
results in affecting the success. Therefore, it is essential for management to share their opinions
with the staff and inform them about the new ideas so that involvement of employees helps in
improving the business performance.
According to the view of Clampitt (2012), if management is unable to communicate with
employees it affects their morale and thus decreases the performance of firm in market. Hence, it
is crucial for enterprise to undertake effective communication process so that required
information can be delivered to clients and helps them in satisfying their needs. Also, business
needs to develop interaction with employees in order to help them in understand the policies and
practices so that required information can be delivered to clients. Hence, it assists business to
encourage employees and provide them satisfaction in terms of success.
Poor communication results in decreasing employee morale
Kim, Vogt and Knutson (2015), stated that communication practices are very crucial for
firm as it helps in attaining success. Communication process serves two main essential functions
within firm i.e. it disseminates the information required by employees in order to get the things
done and build relationship of trust and commitment. However, without it employees end up
working and thus it affects the performance of firm in market. It is essential for business to
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properly communicate with each other and develop interaction so that issues can be overcome
and best service can be delivered to customers. However, if there is poor communication
prevailing in the business it results in decreasing employee morale. Poor communication results
in affecting the quality of services which results in affecting the workplace success. Castells
(2013), argued that poor communication impacts upon the business performance and thus there
are different factors that impacts because of poor communication. It is as follows-
 Increased employee turnover- It can be identified that people voluntarily leaves the
firm and it causes significant cost to business. However, employment replacement costs
is very high because recruiting new employees within firm costs high to the firm. It is
essential for firm to communicate most effectively so that it encourages people and thus
reduces the attrition rate among workers (Boella and Goss-Turner, 2013).
 Increased absenteeism- Chathoth and et. al., (2014), stated that inadequate, inefficient
and ineffective communication from management to staff impacts upon employee
motivation. Thus, in turn it drives employees to decision to come to work each day.
Further, it can be assessed that ineffective communication among management and staff
influences the variations in communication practices and thus increases the employee
absenteeism.
 Poor customer service- Moran, Abramson and Moran (2014), stated poor
communication among management and employees leads to frustrate communications
with clients. Here, there are various employees who lack guidance from management and
are locked out of genuine struggle with their job. Hence, companies are required to
develop effective communication process which results in poor customer service and thus
overcome the problems in order to attain desired success.
 Ineffective change management- Change within business structure and management
influences the business process. Thus, it is essential for firm to meet their objectives and
thus improve the communication skills so that managers are being able to deal with
resistance needed to change. However, Oliver (2014), argued that management need to
inform employees about the change so that best results can be attained. Also, it is
essential for enterprise to employ skilled labour so that they can assist in managing
communication. Poor communication skills can be stated as an way of communicating
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ideas ineffectively. It affects employee morale and thus decreases their efficiency in
market. Following are the features of poor communication such as-
 Lack of eye contact- Here, individual faces issue when they are unable to create eye
contact with other individuals.
 Interrupting- Through interrupting in between it affects the employees in making sound
communication. Lack of verbal skills- It affects the individual as they possess lack of communication
skills.
Different strategies used by business to improve communication among employees which results
in customer satisfaction
Bharwani and Jauhari (2013), stated that it is significant for firm to improve its
communication process by adopting different strategies that assists in enhancing communication
among workers and delivering best services to clients in order to attain satisfaction. However, it
is essential for firm to improve customer service in relation to attain organizational objectives so
that success can be attained in an effective manner. However, Jones (2009), argued that healthy
internal communication is central to the success of any firm, whether the firm is a small start up
or an established large enterprise. Hence, it is essential for business to involve its staff members
in communication process so that operations can be carried out with greater efficiency and thus
improves the sales to attain desired success. It involves different strategies used in order to
improve the business performance and results in attaining customer satisfaction such as-
 Video conferencing- It is one of the effective strategy that helps in improving
communication and thus crucial information can be delivered to employees in order to
attain success. At the time of sharing information it helps business to improve
communication and thus improve the process in an effective way (Amin and et. al.,
2013). Meetings- Further, it is another strategy that is undertaken by the top management in
order to inform employees about their performance. Hence, regular meetings needs to be
conducted that helps in identifying the issues and solve them so that best results can be
attained in an effective way as per Shani and et. al., (2014).
Poor communication between manager and front staff employees results in poor customer
service
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It can be assessed that poor communication among manager and front office staff affects
the customer service. As they are not able to deliver best services to guests which affects the
customer satisfaction. Poor communication results in poor customer service and thus affects firm
in the form of decreasing customer ratio within years. Therefore, in order to overcome such
issue, business needs to provide proper communication among management and staff so that they
can render the best customer service and attain satisfaction.
TASK 2
2.2 Undertaking proposed research investigation
Introduction
Research methodology is considered as the crucial part that help in carrying out the study
so that best solutions can be attained effectively. Methodology involves different parts that
assists in providing evidence so that it assists in effectively responding towards research
questions so that best targets can be attained. In the current study, it is based impact of upon poor
communication from management to staff which results in poor levels of customer service (Ryu,
Lee and Gon Kim, 2012). Research is carried out in regard to obtain in-depth analysis of the
topic with the help of different tools and techniques so that success can be achieved. Here, in
relation to obtain proper research, scholar aims to apply effective approach so that proper
structure can be implemented effectively and attain success.
Research philosophy
Research philosophy can be stated as an effective term that assists in developing
knowledge. Further, it helps in improving the background of study so that desired results can be
achieved. It involves different factors that assists individuals to perceive the things differently
such as beliefs and perception in realism. Positivism can be inferred as it assists in generating
hypothesis that can be tested (Gay, Mills and Airasian, 2011). Further, it also assesses against the
knowledge that is accepted in order to achieve results. On the other hand, interpretivist can be
termed as it offers justified results for the research problems. Thus, it helps researcher to focus
upon the meaningful nature of individuals and participating in cultural and social life. In the
current study, interpretivist philosophy can be termed as the best method that assists in
measuring the social approach and thus deliver subjective results for the study.
Research approach
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Further, it can be assessed that research assists in developing an effective and clear
analysis regarding research design. Moreover, it also helps in carrying out proper structuring of
the research and thus obtains reliable outcomes. Here, research approach can be divided into 2
different parts i.e. inductive and deductive. Deductive approach can be stated as one which
demands specific design and procedure that assists in carrying out the research. Further, it also
helps in focusing upon developing a causal relationship between variables to attain success
(Garner and Scott, 2013). Hence, it helps researcher to develop hypothesis on the basis of
research objectives so that proper conceptual relationship can be developed. On contrary to this,
inductive research approach helps in focusing upon carrying out the research to achieve general
perception upon theories and achieve success. Hence, in the present study, inductive research
approach can be implemented as research questions will assist in developing research results on
the basis of study that will be carried out from general to specific.
Research choices
Here, it can be assessed that it focuses upon assessing different methods in regard to carry
out the study and achieve effective outcomes. Further, it also focuses upon identifying the tools
and techniques that is implemented in regard to carry out the research. It involves two different
types of research choices such as quantitative and qualitative (Flick, 2011). In the present
research qualitative study will focus upon assessing the research issue and achieving the results.
Data collection method
It is the method that plays a crucial part as it assists in carrying out the study in an
effective way. Moreover, it involves different methods through which desired aims and
objectives can be achieved. However, it involves 2 different types of data collection methods i.e.
primary and secondary methods. In the present research, data will be collected through both
primary and secondary sources (Fiegen, 2010). With the help of primary data collection, it
implements survey method for carrying out the research. It can be done through preparing a well
structured questionnaire and uses both open and close ended questions. Further, secondary data
collection methods involves different sources such as newspapers, books, journals, internet and
articles etc.
Sampling method
Sampling can be stated as one of the best concept that assists in carrying out the study.
However, a small part selected from the overall population is termed as sample. Thus,
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convenience sampling method will be adopted which results in order to conduct the survey from
the employees of Hilton, Hong Kong (Daniel and Sam, 2011). The sampling method undertakes
is appropriate and thsu provides convenience of selecting the sample from the hotel. Further,
there is another crucial aspect in sampling in order to assess the sample size. In this, the sample
size selected is of 50 employees working in Hilton. Also, the questionnaire prepared will be
mailed to the employees and their answers will be taken into consideration for the study.
Data analysis
It can be stated that it assists in applying logical and statistical technique in a significant
manner. Further, it is crucial for researcher to describe, illustrate and evaluate the information.
Hence, it helps in inspecting, transforming and evaluating the data in order to obtain reliable and
useful results (Creswell, 2013). Further, it involves two different types of data analysis i.e.
quantitative and qualitative. In the present study, qualitative research design will be undertaken
for the study as it assists in achieving proper results through data collection. Moreover, data will
be assesses through using Thematic analysis and thus obtain reliable information.
Validity and reliability
It can be assessed that scholar helps in applying different tools and techniques so that
objectives can be attained in an effective manner. Hence, for this validity and reliability concept
requires to be adopted in regard to attain success. Validity can be stated as quality of being
logically as well as factually stable. It helps researcher to develop internal validity as well as
external validity in regard to achieve capability in regard to generalize research results to the
target population (Beri, 2013). Further, in the present research, validity requires to be maintained
with the help of proper data collection through both primary and secondary sources. With the
help of such tool it assists in collecting relevant information from the management regarding the
study. Reliability is another concept that helps in assessing the degree to which consistent and
stable objectives can be attained. In the present study, reliable as data has been collected from
authentic sources and thus no biasness can be carried out within study.
Ethical issues
It is considered as the most crucial step that assists in carrying out effective study by
conducting the research. Through considering the ethical norms, it helps researcher to carry out
the research and thus identify poor communication from management to staff which results in
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poor levels of customer service. There are different ethical issues that needs to be considered at
the time of carrying out the research-
 Confidentiality- Here, it assesses that researcher ensures that the information gained
from respondents should not be shared with each other. Thus, it is significant for
individual to keep the information confidential and it does not affect the collected data
(Bendat and Piersol, 2011).
 Prior approval- Further, it is another ethical issue that assesses that the needs to be
considered are required to obtain prior information from scholars before involving them
in the research process. However, there should be voluntary participation of respondents
and thus they should not be forced to take part in the study. Restricted access- It can be stated that poor communication within management and
staff affects the customer service and thus it can be assessed through different secondary
information. It involves different articles, thesis etc. which needs to be relevant to the
topic. Thus, it helps individual to obtain significant information and do not collect
information from restricted sites (Ryu, Lee and Gon Kim, 2012). However, it is essential
for researcher to obtain prior permission before collecting information from such
websites.
Research limitations
In regard to accomplish the study, it involves different challenging task and different
issues that have been faced by scholar at the time of research. However, the limitation of the
research in the present research is upon poor communication impacts upon ineffective customer
service by employees.
 Extended process- It assesses that it is a lengthy process that has been complied in
relation to carry out the research. Moreover, it is a time consuming task and thus requires
data collection that assists in using different books and articles. Further, present study
needs to be completed upon time and thus it is not possible for scholar to cover various
aspects of study (Gay, Mills and Airasian, 2011).
 Improper secondary data- It can be assessed that secondary information can be
collected in regard to carry out the research. Further, it is because scholar helps in
developing better understanding regarding the subject matter. However, the main
limitation of the research was that the data was not easily obtained in this area of study.
17

It was due to that there was not easy access to the websites as several of them were
restricted.
2.3 Record and collate relevant data
Name:
Age:
Gender:
Do you think that there is a poor communication in Hilton?
 Yes
 No
Poor communication affects service quality in the organization.
 Yes
 No
Do you think communication play any role in encouraging employees of organisation?
 Yes
 No
Do you think that poor communication among management and staff impacts upon customer
service?
 Yes
 No
Do you believe that employee motivation is the best factor that helps in attaining organizational
success?
 Yes
 No
Which of the following encourages you within your firm?
 Fully informed
 Fairly informed
 Limited information
 No information about firm
What is the significant thing about the communication strategy adopted within firm?
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______________________________________________________________________________
______________________________________________________________________________
___________________________________________________________________________
Do you find that poor communication among management and staff affects individuals morale?
 Yes
 No
Which of the following items do you think crucial that you receive communication about?
 Company's strategies for future
 Products and services of firm
 Human resource capabilities
 Customer service policies
Lack of eye contact is the main reason that affects the poor communication among individuals?
 Strongly agree
 Agree
 Neutral
 Strongly disagree
 Disagree
Interruption is the reason of poor communication among individuals?
 Strongly agree
 Agree
 Neutral
 Strongly disagree
 Disagree
Lack of verbal skills is another reason of poor communication among individuals?
 Strongly agree
 Agree
 Neutral
 Strongly disagree
 Disagree
Do you have any suggestion for improving the communication process within firm?
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______________________________________________________________________________
______________________________________________________________________________
___________________________________________________________________________
3.2 Interpret and analyse the results
Theme 1: Poor communication among management and staff impacts upon customer
service.
Yes No
0
5
10
15
20
25
30
35
40
Column B
Illustration 1: Theme 1
It can be assessed from the above figure that 37 out of 50 employees assesses that poor
communication among management and employees impacts upon the service delivery process
and thus, it is essential for firm to adopt effective communication strategy so that best sharing of
ideas and thoughts can be attained. While, there are 13 employees who assesses that poor
communication does not impact upon the customer service within firm.
Theme 2: Employee motivation is the best factor that helps in attaining organizational
success.
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Yes
No
Illustration 2: Theme 2
Here, it assesses that 34 out of 50 employees working in Hilton, Hong Kong assesses that
business is required to encourage it employees by involving them in communication process so
that it helps in improving their efficiency and attaining desired success. On contrary to this, 16
employees signifies that through not involving in communication process it does not impact
upon the employee motivation.
Theme 3: Keeps us fully informed encourages individual within firm.
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Fully informed
Fairly informed
Limited information
No information about firm
0
5
10
15
20
25
Column B
Illustration 3: Theme 3
From the above graphical representation, 22 employees out of 50 assesses that keeps us
fully informed factor encourages individual within firm. While, 12 employees states that they are
satisfied from fairly informed by the management. There are 9 employees who are satisfied even
when firm gives them only limited information. On the other hand, 7 employees are those who
doesn't care even if firm doesn't tell anything about the strategies.
Theme 4: Poor communication among management and staff affects individuals morale.
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Yes No
0
5
10
15
20
25
30
35
40
45
50
Column B
Illustration 4: Theme 4
From the above graphical representation it assesses that 44 out of 50 employees of
Hilton, Hong Kong states that poor communication among management and staff affects
individuals morale. Hence, it is essential for firm to involve each individual in decision making
so that organizational success can be attained. On the other hand, 6 employees states that poor
communication does not affect their morale and performance within firm.
Theme 5: Lack of eye contact is the main reason that affects the poor communication among
individuals.
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Strongly agree
Agree
Neutral
Strongly disagree
Disagree
0
2
4
6
8
10
12
14
16
18
Column B
Illustration 5: Theme 5
It can be assessed that 17 out of 50 employees strongly agrees that lack of eye contact is
the main reason for poor communication. While, 10 employees agrees to the fact. There were 2
employees who were neutral. On the other hand, 10 employees were strongly disagree to the fact
and 11 employees were disagree to the fact.
Theme 6: Interruption is the reason of poor communication among individuals.
Here, interruption assesses that 19 employees strongly agrees while 13 employees agrees
to the fact. On the other hand 1 employee was neutral. There were 8 employees who were
strongly agree to the fact and 9 employees were disagree to the fact.
24

Strongly agree
Agree
Neutral
Strongly disagree
Disagree
0
2
4
6
8
10
12
14
16
18
20
Column B
Illustration 6: Theme 6
Theme 7: Lack of verbal skills is another reason of poor communication among individuals.
It can be assessed that 20 employees strongly agrees while 10 employees agrees to the
fact. There is only 1 employee that is neutral to the fact. On the other hand, 9 employees strongly
disagree while 10 employee disagree to the fact.
Strongly agree
Agree
Neutral
Strongly disagree
Disagree
0
5
10
15
20
25
Column B
Illustration 7: Theme 8
25

Hypothesis testing
Poor communication assesses that it affects the knowledge and ideas by not sharing
it appropriately. Individual possess difficulties in expressing ideas in a way that they can
understand others. Poor communication is an independent factor and poor customer
service is measured on the basis of answer of question-
Poor communication affects service quality in the organization.
 Yes
 No
Hypothesis 1:
H10: There is no significance relationship between effects of communication on employee
encouragement in the business.
H11: There is significance relationship between effects of communication on employee
encouragement in the business.
Correlations
POORCOM
MUNICATI
ON
ENCXOURA
GE
POORCOMMUNIC
ATION
Pearson
Correlation 1 .195243
Sig. (2-tailed) .162
N 50 50
ENCXOURAGE
Pearson
Correlation .195243 1
Sig. (2-tailed) .162
N 50 50
Interpretation of results
Value of correlation is 0.195243 Sig (2 Tailed) = 0.162 and it means that there is
positive correlation between both variables but relationship is low. On this basis it can be
26

said that null hypothesis is accepted and it can be said that there is no significant
relationship between effect of communication and employee encouragement.
Hypothesis 2:
H20: There is no significance relationship between the levels of poor communication which
results in decreasing employee morale within Hilton Hotel.
H21: There is significance relationship between the levels of poor communication which
results in decreasing employee morale within Hilton Hotel.
Correlations
SERVICEQ
ULITY
MORAL
E
SERVICEQUL
ITY
Pearson
Correlation 1 .070014
Sig. (2-tailed) .591
N 50 50
MORALE
Pearson
Correlation .070014 1
Sig. (2-tailed) .591
N 50 50
Interpretation of results
In this case value of correlation is 0.070014 Sig (2 tailed) = 0.591 and it means that
there is no significant relationship between two variables. Hence, it can be said that null
hypothesis is accepted and there is no significance relationship between the levels of poor
communication which results in decreasing employee morale within Hilton Hotel.
27

4.1 Use agreed format
IN PPT
3.1 Use appropriate research evaluation techniques
Here, in the current research, different research evaluation techniques are adopted in
order to carry out in-depth analysis to obtain desired results. Following are the different
techniques such as-
 Survey- It can be assessed that it is the primary data collection method which helps in
carrying out valid or reliable data so that best results can be attained. In the current study,
survey method has been adopted of the Hilton, Hong Kong employees so that significant
information can be obtained. However, it helps in obtaining crucial information for the
study. Different questions both open and close ended are asked with the help of
questionnaire in order to obtain answers from individual (Fiegen, 2010).
 Systematic sampling- Further, in this the sample has been selected by undertaking
systematic sampling technique. Here, convenience sampling method is adopted that has
been adopted and 50 employees of Hilton, Hong Kong has been selected to obtain results.
3.3 Conclusion and recommendation
From the above research it can be articulated that effective communication is the best
way that helps in creating mutual understanding among management and employees that helps in
building best relationship among them. Further, the report also assesses that poor communication
affects employees morale within firm. It is essential for individual to develop proper
communication among management and subordinates so that effective customer service can be
delivered in order to enhance the sales and profitability.
Furthermore, it can be assessed that business is required to develop effective interaction
among management and staff in regard to improve customer service. It is essential for enterprise
to overcome communication barriers and thus helps individuals to improve workers commitment
and thus attain organizational success. Further, effective strategies such as informing the
employees is the best way helps in improving the employee morale and thus attain business
goals. Thus, it can be recommended that involving each and every employee in communication
process helps firm to obtain desired success. Also, it helps in improving employee morale and
attain business targets.
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29

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