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Impact of Performance on Satisfaction of Customers | Hilton hotel

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Added on  2019-12-28

Impact of Performance on Satisfaction of Customers | Hilton hotel

   Added on 2019-12-28

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Research Project
Impact of Performance on Satisfaction of Customers | Hilton hotel_1
Table of ContentsTASK 1............................................................................................................................................11.1 Record and formulation possible research project outline....................................................11.2 Factors that contribute to the process of research project.....................................................21.3 Critical review of key references..........................................................................................21.4 Research project specification...............................................................................................31.5 Plan and procedure for the agreed research specification.....................................................4TASK 2............................................................................................................................................52.1 Research to match efficiently to research question or hypothesis........................................52.2 Proposed research investigation in accordance with the agreed specification andprocedures...................................................................................................................................72.3 Record and collate relevant data...........................................................................................7TASK 3............................................................................................................................................83.1 Appropriate research evaluation techniques.........................................................................83.2 Interpretation and analysing the results in terms of the original research specification.......93.3 Recommendations and justify areas....................................................................................12TASK 4..........................................................................................................................................124.1 Agreed format and appropriate media to present the outcomes of the research.................12CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................14
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TASK 1TITLE“To identify the impact of performance and employees characteristics on satisfaction ofcustomers at Hilton hotel UK”1.1 Record and formulation possible research project outlineUltimate aim of any organization is to gain maximum profit. This is only possible whenthey will be able to understand their customers and provide them services accordingly. However,there are case in which workers fail to provide them services as per their required and one of thereason for this issue may is lack of proper performance (Pan, 2015). Further there are differentreasons due to which performance get affects. In this context, some of the reasons include lack ofmotivation, lack of understanding towards the role and responsibilities, lack of training, etc.Moreover, there are different set of characteristics which an employee need to have so that theycan make sure that the services delivered are effective. With this respect, it includescharacteristics like positivity, patience, politeness, problem solver, etc. When a worker havethese characteristics then they are able to make sure that high quality services are provided toservice users. On the other hand, when these characteristics are not present, then there are issueswhich make the firm to face losses (Eisingerich, Auh and Merlo, 2014). There are different set ofstrategies that are implemented by the organization in order to make sure that they are able tomake sure that workers work with their full efficiency and support the firm in achieving theirgoals and objectives. In order to understand the research in an effective manner, Hilton hotel istaken into consideration. Cited firm is well known organization around the globe. This researchwill enable to identify the requirements impact of employees performance over customer'ssatisfaction.Aim: Main aim of research is to identify the changes in customer behaviour because ofemployees characteristics and performance. As per the research aim, below given are theobjectives:To understand the concept of customer satisfaction, employees performance and theircharacteristics.To determine the relationship between customers satisfaction and employee performanceon Hilton hotel UK.1
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To identify different techniques which are helpful to improve performance level. To recommend strategies that will enable to raise employees performance at Hilton hotel.Research QuestionsWhat is the concept of customer satisfaction, employees performance and theircharacteristics?What is the relationship between customers satisfaction and employee performance onHilton hotel UK?What are the different techniques which are helpful to improve performance level?1.2 Factors that contribute to the process of research projectIn order to select this topic, there are different many factors that has influenced me toselect this area. With this respect, below given are few of the factors:Personal interest: The topic that is been select falls under HR department. All theoperation that are considered to have employees is handled by HR. This is a in which Ihave high interest. Experience and knowledge: This research will help to develop my understanding over thestrategies that are implemented by the firm in order to make the organization providetheir customers with high quality services. Future scope: Cited firm will get benefited and they will get to know the needs andrequirements of employees so that performance can be improved. 1.3 Critical review of key referencesThis part of research will help to provide in-depth information for the topic. Further, thereare different set of researchers that has been conduced that will enable to develop understandingtowards the topic. As per Wong and Laschinger, 2013 Employees are the face of organization as they havedirect interaction with their customers. They are the one who deliver the good and services thatare provided by the firm. However, it customers get satisfied only when their needs andrequirements are fulfilled. There are many organizations that provide their customers withsimilar products are services. When firm fail to deliver proper services, then customers shit on toorder organizations that can satisfy them. Further, there are different characteristics whichcontribute effectively towards the growth of the organization. According to Hong, Liao and2
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