Analyzing Customer Satisfaction in Hotel Industry

The assignment is about analyzing customer satisfaction levels in hotel industry due to service quality, specifically focusing on a case study of Hotel Hilton. The research aims to explore the meaning of customer satisfaction, analyze its importance for hotel industry, determine the relationship between customer satisfaction and service quality, and recommend ways to improve service quality.

HOSPITALITY MANAGEMENT

TABLE OF CONTENTS
Research title ..............................................................................................................................1
Research aims and objectives......................................................................................................1
Research question .......................................................................................................................1
Strategic justification..................................................................................................................1
Theoretical rationale ...................................................................................................................1

Research title
“To analyze the level of customer satisfaction in hotel industry due to service quality: A
case study of hotel Hilton”.
Research aims and objectives
The main aim of this study is to analyze the level of customer satisfaction in hotel
industry due to service quality: A case study of hotel Hilton.
 To explore the meaning of customer satisfaction with specific reference to hotel industry.
 To analyze the importance of enhancing customer satisfaction level for hotel industry.
 To determine the relationship that exist between customer satisfaction level and service
quality of hotel.
 To recommend the ways of improving the service quality of hotel industry.
Research question
 What are the importance of enhancing customer satisfaction level for hotel Hilton?
 What is the relationship that exist between customer satisfaction level and service quality
of hotel Hilton?
 What are the ways of improving the service quality of hotel Hilton?
Strategic justification
This research will provide immense contribution to the strategic goal of hotel Hilton.
Here, with the help of this study scholar will identify the methods which can be used by it for the
purpose to raise the satisfaction level of buyers.
Theoretical rationale
The current literature analyzes importance of enhancing customer satisfaction but it will
not showcase the factors which leads to affect their satisfaction level. This is the major gap
which is identified in current literature. Enhancing the satisfaction level of customer is the major
issue because of the changing tastes and preference of buyers. By taking action with respect to
the given issue, benefit can be gained by hotel Hilton in the form of increased profits and sales.
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