Impact of Quality of Hospitality Services Assignment

Added on - 21 Feb 2021

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Research Project
Table of ContentsCHAPTER 1: INTRODUCTION....................................................................................................11.1 Study background..................................................................................................................11.2 Rationale and Research.........................................................................................................11.3 Aims objectives....................................................................................................................2AIM: “To analyse the positive and negative impact of quality of hospitality services oncustomer satisfaction – A case study on Sidney hotel”...............................................................2OBJECTIVES.............................................................................................................................21.4 Study Approach, ethics issues and limitations......................................................................31.5 Case Study Organisations or destination...............................................................................3CHAPTER 2: LITERATURE REVIEW........................................................................................3CHAPTER 3: METHODOLOGY...................................................................................................53.1Introduction............................................................................................................................53.2 Research type........................................................................................................................53.3 Research approach................................................................................................................63.4 Research design.....................................................................................................................63.5 Sampling...............................................................................................................................63.6 Data collection......................................................................................................................73.7 Data analysis.........................................................................................................................73.8 Ethical consideration.............................................................................................................7CHAPTER 4: FINDINGS AND ANALYSIS................................................................................94.1 Introduction...........................................................................................................................94.2 Analysis of Primary Data......................................................................................................94.3 Analysis of Secondary Data................................................................................................12CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................125.1 conclusion..........................................................................................................................125.2 Recommendation.................................................................................................................13CONCLUSION..............................................................................................................................14REFERENCES..............................................................................................................................15
CHAPTER 1: INTRODUCTIONIn competitive business environment quality of the product or services must be attractiveand as per the customer needs. This is very much required for the company survival in themarket as long. In addition to that, initiatives to improve customer satisfaction are crucialbecause dissatisfied customers are more likely to share their bad experiences with others. Presentresearch has been based on to identifying the positive and negative impact of quality ofhospitality services on the customer satisfaction. Further, in this report will more discuss onresearch aims and objectives and research methodologies through this research is been completedin systematic manner. In this study researcher gathered information from primary and secondarydata collection method by supported theory and result findings.1.1 Study backgroundCustomer satisfaction is the key to success for the business, it takes sales volume upwords. Hotel service has been recognized as one of the prime businesses which is an emergingindustry specially in hospitality sector (Berezina and et.al., 2016). Background of the study is toexplore the importance of quality to build up the good customer satisfaction. In other words,Sidney Hotel should need to pay attention towards the hotel service to make the environmentmore positive and effective.Overall study will be going to explain relationship between the quality of services and thecustomer satisfaction in Sidney Hotel. In other words, how the quality of services can affect thecustomer satisfaction and also affect the overall business goals. Apart from that, research alsoexplains the positive impact of service reality on the customer satisfaction on the selectedbusiness. Whereas, on the other hand study will discuss about therelationship between serviceresponsiveness and the customer satisfaction in hotel industry that enable to define what factorsor steps company should needed to be taken (Bodet, Anaba and Bouchet, 2017). As per the lastaim of the study is to recommend the ways through Sidney Hotel can work more positively inorder to enhance the customer growth and gain the competitive advantage growth for the future.1.2 Rationale and ResearchThe reason to conduct this research is just to investigate the impact of quality ofhospitality sector on the customer satisfaction. In other words, it investigates what quality factorsaffect the customer. Services quality of the business is very much crucial and essential to gainthe market favour and customer growth. In other words, how customer satisfaction may affect1
the overall business channel in this quality performance. The main purpose of this research is tofull fills the customer needs and identifying the ways through company get the full attention ofthe customers towards the great opportunity and task.The rationale of this study is to look at the relationship between quality of Sidney Hotelto scrutinize cause on customer satisfaction, brand image and customer loyalty. In other words, ithelps to take the long lasting results in order to meet out the working opportunity task.Hospitality industry is the most growing industry within the organisation in order to meet out theselection process and growth. Quality standards are the first priority in the hospitality sector thatmotivates the overall environment goals and get the best result task. Significant of this researchis to conduct and gathered the overall information to measure the importance of quality and howit plays the most crucial part in hotel industry.1.3 Aims objectivesAIM:To analyse the positive and negative impact of quality of hospitality services on customersatisfaction – A case study on Sidney hotel”OBJECTIVESTo identify the relationship between quality of services and the customer satisfaction inSidney hotelTo determine the positive impact of service reliability on customer satisfaction in SidneyhotelTo provide effective recommendations to improve quality of services in Sidney hotel.Research QuestionQ. What is the relationship between quality of services and the customer satisfaction in Sidneyhotel?Q. What is the positive impact of service reliability on customer satisfaction in Sidney hotel?Q. What is the relationship between service responsiveness and the customer satisfaction in hotelindustry?Q. How to improve quality of services in Sidney hotel?2
1.4 Study Approach, ethics issues and limitations.Overall study has been taken systematic approach in order to conduct the whole studyand fulfil the aims and objectives of the research fulfilment. The limitation of this study is lack ofsustainability on the company services on the businesses. That maintenance the long lastingproduct or services. Besides that it brings the low impactful product or services in order tomaintained the long lasting results and goals (Book, Tanford and Chen, 2016). Besides, that inorder to conduct the research there has to taking research concern from the study in order to meetout the long lasting goals and services. Researcher should have required to take concern from thestakeholders to fulfils the aims and objectives. In other words, study also based on the primaryand secondary research approaches which is beneficial to collect the data or information.1.5 Case Study Organisations or destinationSidney Hotel is one of the most beautiful hotel in London, which is famous for it highquality, Affordability and location. None of the other hotel in London should compete withSidney Hotel because of its high quality commitments. About its services so its services is muchcomfortable and attractive for customers who stay with Sidney Hotel. This is situated in the bestCentral London Location. This destination is the biggest attraction of place that grab customerattention towards the services of the hotel offering. The overall research is based on the SidneyHotel to investigate how service of the hotel would have impact on the customer satisfaction.Besides, study also explained the relationship between services or customer satisfaction.CHAPTER 2: LITERATURE REVIEWTheme 1:Relationship between quality of services and the customer satisfaction in Sidney hotelAccording toGeetha, Singha and Sinha, (2017)Quality in a service business has becomea measure of the extent to which the service provided meets the customers' expectation.Company adopts this service standards in order to increases the profits and market share, theyshould pay much attention to service quality. In other words, service quality is the mostsignificant factor that gain the customer effectiveness towards the high expectations. This factorcan be used by the company in the form of strategic tool that define company and its product orservices different from their competitors. Several previous researches has been defined theimportance of quality services in the hotel industry. As per theHan and Hyun, (2015)quality orservice has been the critical factor for the hospitality industry. In other words, customer3
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