Factors Affecting Sales Of Company - Marriott Hotel Report

Added on -2020-02-12

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RESEARCH PROJECT
TABLE OF CONTENTSResearch Title..................................................................................................................................3Task 1...............................................................................................................................................31.1 Research project outline specifications..................................................................................31.2 Factors that contribute to the process of research project selection.......................................41.3 Critical review of key references...........................................................................................41.4 Research project specification...............................................................................................61.5 Plan and procedures for agreed research specification..........................................................7Task 2...............................................................................................................................................82.1 & 2.2 Research methodology.................................................................................................82.3 Collection of relevant data.....................................................................................................4Task 3...............................................................................................................................................53.1 Appropriate research evaluation techniques..........................................................................53.2 Interpretation and result analyses...........................................................................................63.3 Recommendation.................................................................................................................10Task 4.............................................................................................................................................104.1 Presentation..........................................................................................................................10Conclusion.....................................................................................................................................10References......................................................................................................................................112
RESEARCH TITLE“To understand the impact of customer satisfaction on sales of company: A case study ofMarriott Hotel UK”TASK 11.1 Research project outline specificationsOrganizations are working for increasing sales of company which is only possible bysatisfying consumer's needs. In the modern competitive era, there are large number of firmswhich are offering the same quality products and services. To survive in such corporate market,it is essential to understand the needs of service users and fulfill the same. It helps in satisfyingthe clients and their needs by which sales and profit of the organization will get enhanced. In thiscontext, entities formulate such strategies which can help in identifying the needs of serviceusers and then modify their operations accordingly (Van der Heijden, Schepers and Ordanini,2013). There are many factors that put a huge impact on the overall sales of company likeconsumer satisfaction, efficiency of products, employee’s morale, etc. With respect to hospitalitysector, it is important that all departments will work together and provide high quality of servicesto guests so that needs of them would get fulfilled. By this way, organizations would be able toincrease their sales records. For the present research project, Marriott Hotel is being taken intoaccount. It is a leading hospitality organization that provides luxury services to guests. Itconcentrates more on consumer's queries so that they would feel satisfied and become loyaltowards the brand. Research project will help in identifying the ways through which companycan satisfy its customers and raise its sales to a high extent (VanPatten and Williams, 2014). Aim and ObjectivesMain aim of present report is to understand the impact of consumer satisfaction on salesof firm – A case study of Marriott Hotel.3
ObjectivesTo identify the impact of customer satisfaction on performance of Marriott HotelTo understand the interrelationship between sales and consumer satisfactionTo recommend several strategies which can help in improving the sales of Marriott Hotel1.2 Factors that contribute to the process of research project selectionThere are number of factors that contribute well in the selection of research project.Number of elements are as follows:Area of interest: Management of company has to look upon the consumer needs andrequirements. Customer’s tastes and preferences get changed regularly. So, company hasto look upon their choices that would help in increasing the sales of organization.Researcher has interest in this area that can help to conduct better research. This is thereason; researcher has selected this topic (Bai, Dhavale and Sarkis, 2014). Data collection: Information can be collected from various sources. Data collection iseasy that is the major reason of selecting this topic. Availability of sufficient sources: Researcher has given priority to this topic because thereare various sources through which relevant information can be collected on time. Feasible subject matter: Researcher has selected this subject because it is feasible andscholar can conduct quality research on the same. Individual has paid attention on thespecific plan and process as well as collected relevant information that has made thisreport more interesting. Survey: For collecting data, researcher has conducted survey and asked viewpoints ofconsumers that has supported to a high extent (Chiang and Hsieh, 2012). 1.3 Critical review of key referencesPerformance of organization and sales are interrelated aspects. They both put high impacton each other. For instance: if company is not performing well then sales of the entity will getdown. On the other hand, if organization is performing well then it means that it is able to satisfy4
the needs of users that would help in increasing the sales of firm. According to Cohen and Olsen,2013” satisfied clients are loyal customers and they come again and again in the organization”.Customer satisfaction is one of the main aspects that can help organizations to survive in thecompetitive market for longer period. In the current competitive market, it is difficult to satisfythe needs of guests because their preferences can get changed any time. It is more difficult tobuild long term relationship with customers. In this respect Chiang and Hsieh, 2012 stated that“different factors can put their impact on the overall performance of company but having goodrelationship with consumers can support in increasing the sales of organization to a high extent.”If firm is able to provide quality services and products then people will be loyal towards thebrand and they will be attached with the brand for longer period. As per the views of Chiang andHsieh, 2012 satisfaction level of clients is directly related with the sales of company as if peopleare satisfied then they will give positive comments to others whereas if they are not satisfied thenthey will give negative feedback that can create bad brand image. In this context, managementhas to make sure that they provide immediate and quality services to users that would help inincreasing the sales of company. As per the views of Cohen and Olsen, 2013 employees are the biggest factor that affectthe overall performance of company. If workers of organizations are motivated then they willgive quick response to consumers whereas if staff members are not positive towards the brandthen they will not contribute in attainment of entity’s objectives and will not give properresponse to customer's queries. It would result in affecting the sales performance of organizationin a negative manner. Products of the firm put high impact on the sales records as if companyfails to provide quality services and products to customers then it would be difficult to survive inthe competitive market that would decrease the sales of organization. In absence of high qualityproducts, organization will fail to satisfy consumers that will hamper its sales performance. According to Eisingerich, Auh and Merlo, 2014 firms have to look upon the needs ofservice users. By fulfilling the desires of them, entity will be able to attract more customers that5
would enhance their sales. If firm is able to fulfill its consumers’ needs then people will besatisfied and they will visit the hotel again that will increase the sales of organization.According to Chiang and Hsieh, 2012 there are many factors that affect the consumersatisfaction to great extent. Product quality is the major element that influence the mind of client(Chiang and Hsieh, 2012). If firm is unable to service them quality hospitality services thenindividual will get negative and will not come in the organization again. In the hospitalityindustry consumers expect to get quality services at minimum time, they do not want to wait alot. If hotel or restaurant is able to satisfy their needs then consumers come in the placefrequently otherwise they do not come here that impact on the sales volume of the firms. Onother hand Cohen and Olsen, 2013 has argued that communication is the major element thataffect the satisfaction level of customers. If company is able to make effective communicationwith them and resolve their issues immediately then it will make clients loyal towards the brand.Otherwise, they will move to other organization soon (Cohen and Olsen, 2013 ). Each individualwants that employees of hotel listen to them carefully and provide them food and servicesimmediately as per their need. But if there is communication gap and management do not givethem quick response on their quarries then it makes them negative and they give negativefeedback to others as well. By this way overall sales volume of the companies can get affectedbadly. 1.4 Research project specificationResearch methodology is the process through which researcher can collect relevantinformation and data for achieving aim and objective of the research. It supports in conductingdetail study on the research topic so that root cause of problems can be identified and propersolutions of any issue can come out. Research questions are prepared by the researcher so thatsegregation of topic can be done. Positivism approach of research will support in givingoptimistic information regarding topic. Descriptive design will be adopted by the researcher toidentify the interrelationship between sales and consumer satisfaction. Data would be collected6

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