Employee Behavior On Customer Satisfaction And Loyalty - Assignment

RESEARCH
PROJECT
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TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION.........................................................................................................3
1. Scope and focus of the research....................................................................................................3
2. Aims and objectives of research...................................................................................................3
Research questions...............................................................................................................................4
3. Summary of chapters....................................................................................................................4
CHAPTER 2: LITERATURE REVIEW..............................................................................................6
CHAPTER 3: RESEARCH METHODOLOGY..................................................................................9
3.1 Introduction................................................................................................................................9
3.2 Research design..........................................................................................................................9
3.3 Data collection methods.............................................................................................................9
3.4 Sampling.....................................................................................................................................9
3.5 Data analysis.............................................................................................................................10
3.6 Ethical issues............................................................................................................................10
3.7 Limitations................................................................................................................................10
CHAPTER 5: COMPANY/INDUSTRY BACKGROUND...............................................................11
QUESTIONNAIRE............................................................................................................................12
DESCRIPTIVE INFORMATION..................................................................................................12
CHAPTER 6: FINDINGS..................................................................................................................14
CHAPTER 6: DISCUSSION AND CONCLUSION.........................................................................17
REFERENCES...................................................................................................................................18
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CHAPTER 1: INTRODUCTION
Topic: Impact of employee behavior on customer satisfaction and loyalty- The case study of Hilton
1. Scope and focus of the research
In the present era, competition in the hospitality industry is increasing with the very high
pace. In this, customers prefer to stay in the hotel who offers high quality services to the customers
at the affordable price. There is high impact of employee behaviour on the customer satisfaction. As
Hilton is the service industry so the satisfaction of the customers depends upon the services which
are rendered to them by their staff. It is not always possible for the satisfied customer to become
loyal for the hotel (Absar And et.al., 2012). Loyalty is the last aspect which can be achieved if the
hotel is giving constant consistently good services to satisfy their customers. In the service
organization all the aspects regarding the satisfaction and the loyalty is depended on the staff which
is working in the hotel. In the competitive environment the services which are given by the hotel are
same but how they are presented in from of the customers are different.
There are several factors which impact the customer satisfaction and help them to become
loyal for the organization. But in this, the most important is the employee behaviour as well as
attitude towards the guests who are visiting the hotel. In the hospitality industry, the major problems
which are witnessed by the customer are through the attitude and behaviour of the staff
(Bhanugopan And et.al., 2013). In the Hilton hotel, saw the declining in their sales in the peak
season when they were fully packed with their guest. This was the most discouraging factor for
them. But through the investigation it was analyzed that this was due to the unethical behaviour of
the employees towards their staff. The researcher will investigate the impact of behaviour of the
employees on customer satisfaction as well as developing loyalty for the hotel. Further, it is
significant for the researcher to know about this aspect as it will assist them in identifying the major
factor which helps in increasing the profitability of the Hilton hotel. Findings and outcomes of the
present study are highly significant which will help another researcher in conducting their study in
an effectual manner. Thus, the present study will provide academic framework to other researcher to
conduct their study effectively (Darrag and et.al., 2010).
2. Aims and objectives of research
Researcher aims to investigate the impact of employee behaviour on customer satisfaction
and loyal in Hilton hotel
 To understand the impact of employee behaviour on customer satisfaction and loyalty
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