Impact of Service Quality on Customer Satisfaction- Case Study
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Added on 2020-02-12
Impact of Service Quality on Customer Satisfaction- Case Study
Added on 2020-02-12
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TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1RATIONALE OF THE STUDY.....................................................................................................1AIM & OBJECTIVES.....................................................................................................................1VALUE OF RESEARCH................................................................................................................2LITERATURE REVIEW................................................................................................................2METHODOLOGY..........................................................................................................................4TIMESCALE...................................................................................................................................6REFERENCES................................................................................................................................8
TITLE – To analyse the impact of service quality on customer satisfaction - a case study onHilton Hotel, LondonINTRODUCTIONIn the present scenario, due to increasing level of competition at the global level, it isimportant for organisations to keep their customers satisfied as now, they are having numerousoptions to switch over on the other brands. Especially, in the service industry like hospitalitysector, it is significant to keep the customers satisfied for which offering quality services isrequired. As in the service sector, firm needs to directly interact with the customers, it is highlyimportant to train the employee so that they can effectually render high quality services tocustomers and make them contended. It can be said that for firms operating service industry,customers are the key to gain success (Service quality and customer satisfaction in the hotelindustry, 2010). In the present report, there will be study on impact of service quality on the levelof satisfaction of customers with reference to the firm, Hilton Hotel, London.RATIONALE OF THE STUDYMain purpose behind the present study is to analyse the importance of service quality oncustomer satisfaction for Hilton Hotel. It is because; in today’s era, competition is becomingintense at a high pace and with entrance of many firms in the sector, customers have gained a lotof options to switch over. Apart from that, it is crucial for the firm to offer high quality service tokeep customers satisfied as on the same prices, many firms are offering similar products andservices. Therefore, to retain the customers with firm only, it is significant for Hilton Hotel toserve them with high quality services (Ryu and Han, 2010). Apart from that, employees in hotelare not that much trained and this is the reason; they are not able to effectually deal with thecustomers by which many of them are getting dissatisfied with the services provided. Therefore,to make firm understand the impact of service quality on customer satisfaction, present studywill play a significant role. AIM & OBJECTIVESAim – To analyse the impact of service quality on customer satisfaction - a case study on HiltonHotel, LondonObjectives1
To identify the importance of service quality in Hilton Hotel, LondonTo analyse the need of keeping customers satisfied in Hilton HotelTo assess the relation between service quality and customer satisfaction in hotelTo recommend the ways by which service quality can be improved in Hilton Hotel,LondonResearch QuestionsWhat is the importance of service quality in Hilton Hotel, London?What is the need of keeping customers satisfied in Hilton Hotel?How service quality and customer satisfaction are related to each other in Hilton hotel?How service quality can be improved in Hilton Hotel, London?VALUE OF RESEARCHThe present study would prove to be highly significant for the firms operating inhospitality sector of UK other than Hilton Hotel as by the same, they would understand theimportance of rendering high quality services to customers. Also, companies in other servicesectors would also be benefitted through the same as they would be knowing the impact ofservice quality on customer satisfaction in a clear manner. This study will make firms understandthe importance of service quality as well as of keeping customers satisfied along with assessingthe relation between both the concepts. Apart from that, they would also come to know aboutvarious ways by which the service quality in organisation can be improved for the purpose ofincreasing satisfaction level of customers. On the other hand, this study will help Ph.D. scholarsand other researchers if they will conduct the study on same topic. Also, teachers will bebenefitted in terms that they would be able to make their students understand the concept in aneasy and clear manner with giving relevant examples.LITERATURE REVIEWLiterature review is considered as one of the most important parts of research in whichcomplete information with respect to the topic of study that is collected from various secondarysources is stated. In this section, critical analysis is made on the arguments given by differentauthors on the same topic and on the basis of same, final conclusion is made and properrecommendations are given. In the present study, literature review is done for analysing theimpact of service quality on customer satisfaction in Hilton Hotel, London. 2
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