Social Media Marketing Effectiveness

The assignment investigates the impact of social media marketing on customer decision-making regarding hotel selections. It focuses on Hilton's social media strategies, examining their effectiveness in attracting customers, building brand awareness, fostering customer loyalty, and driving profitability. The research utilizes a questionnaire to gather customer perspectives on social media's role in shaping their hotel choices.

Research Project

ABSTRACT
Social media marketing may be defined as a process which is undertaken by the firm to
gain website traffic or attention through the means of Facebook, Twitter etc. Now, social media
become a more popular source of promotion which in turn develops awareness among people.
This project report is based on Hilton that offer high quality accommodation services to the
customers at affordable prices. In this, inductive approach and interpretivism philosophy has
been selected by scholar to gain deeper insight about the extent to which social media marketing
helps in improving customer base. For this purpose, data from 30 employees of Hilton has been
selected by scholar by using simple random sampling technique. Along with this, it has been
found from study that by placing advertisement on social sites awareness can be developed
among the customers about services. In this way, productivity and profitability of firm can be
enhanced by Hilton through the means of social media marketing.

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................4
1.1 Background of study..............................................................................................................4
1.2 Research aims and objectives................................................................................................4
1.3 Research questions.................................................................................................................4
1.4 Significance of the study.......................................................................................................5
1.5 Rationale of research.............................................................................................................5
1.6 Structure of research project..................................................................................................5
CHAPTER 2: LITERATURE REVIEW.........................................................................................7
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................10
3.1 Research type.......................................................................................................................10
3.2 Research approach...............................................................................................................10
3.3 Research philosophy............................................................................................................11
3.4 Research design...................................................................................................................11
3.5 Data collection methods......................................................................................................11
3.6 Sampling..............................................................................................................................12
3.7 Data analysis plan................................................................................................................12
3.8 Ethical consideration...........................................................................................................13
CHAPTER 4: DATA ANALYSIS AND FINDINGS...................................................................14
CHAPTER 5: CONCLUSION......................................................................................................20
CHAPTER 6: RECOMMENDATIONS.......................................................................................20
REFERENCES..............................................................................................................................21
APPENDIX....................................................................................................................................24

Topic: Impact of social media marketing on enhancement of customer base: A study on
Hilton Hotel UK.
CHAPTER 1: INTRODUCTION
1.1 Background of study
In the present time, social media marketing is one of the most effective tools that are
undertaken by hospitality sector. Now, with the rise in technological advancement each person
makes use of smart phone. Due to this, tendency of people in relation to making use of social
sites increased with the higher rate as compared to before times. By considering such aspects
now firms which are operated in hospitality sector places high level of emphasis on giving
advertisement on social sites. Through this, companies can raise the awareness of people to the
significant level. The present research is based on Hilton which is one of leading hospitality firm
of UK. In this, report will shed light on the manner through which customer base can be
increased by Hilton through the means of social media marketing.
1.2 Research aims and objectives
Aim: To critically analyses the impact of social media marketing on enhancing customer base: A
study on Hilton Hotel, UK
Objective:
 To understand the meaning and concept of social media marketing.
 To determine the importance of social media marketing in hospitality sector.
 To explore the various social media marketing methods adopted by hospitality sector to
enhance the customer base.
1.3 Research questions
1 What is the meaning and concept of the social media marketing?
2 Determine the importance of social media marketing in the hospitality sector?

3 Explain the various social media marketing methods adopted by the hospitality sector to
enhance the customer base?
4 Recommend the various ways and strategies through which Hilton hotel can improve its
customer base by sue of social media marketing?
1.4 Significance of the study
As per the above research study it has been ascertained that Hilton hotel can easily identify
the customer base by use of the social media marketing. With assistance of this study, researcher
can able to know the importance of the social media marketing in order to increase the sales and
profitability of corporation. Furthermore, other investigator can determine the various methods
such as Facebook, blogging, twitter, instagram through which can company can easily develop
the link with customers. This study assists to researcher in finding the various ways and
strategies through which corporation can get touch with customer and get the reviews of them
regarding company's products and services.
1.5 Rationale of research
This research provides the information to overcome the various issues which faced by the
Hilton hotel. Hilton hotel face the issues regarding weak customer base and it has not developed
a proper link with customer. This study provides the information about the importance of social
media marketing and assist in overcome the issue related to customer base. This study focuses on
how marketing strategies incorporate various aspects of social media to positively affect
customer loyalty and brand. By understanding and utilizing social media marketing, knowing the
expectations of social media consumers and creating trusting relationship with those customer.
1.6 Structure of research project
Chapter 1: Introduction

In the first chapter, background, significance, rationale as well as aims and objectives
have been discussed by the researcher. Further, researcher has mentioned structure which is
employed by him for accomplishing the project in a structured way.
Chapter2: Literature review
In the next chapter of project, researcher will conduct evaluation of secondary data
sources for preparing brief thesis. This in turn enables scholar to gain high and in-depth
understanding about research issue.
Chapter 3: Research methodology
Researcher identifies and mentions tools or method that will be undertaken by him for
making proper analysis of problem. Hence, in the third chapter, researcher has mentioned
approach, philosophy, design, sampling, data collection and analysis method undertaken for
determining the impact of social media marketing on the enhancement of customer base.
Chapter 4: Data analysis and findings
This chapter of dissertation is highly important which clearly presents the findings
derived through the means of data analysis techniques. Hence, such chapter helps in gaining
information about the level to which customer base can be enhanced from social media
marketing concept.
Chapter 5: Conclusion
In the 5th chapter, researcher concludes the findings of study which reflects that all the
aim and objectives have been fulfilled to the significant level.
Chapter 6: Recommendations
Last chapter of dissertation entails the recommendations that have been provided by the
scholar. In this, researcher recommends several aspects through which issues can be resolved by
Hilton. Hence, by taking into account such measures Hilton can enhance its performance level to
the large extent in both financial and non-financial terms.

CHAPTER 2: LITERATURE REVIEW
Theme 1: Meaning and concepts of social media marketing
According to Bruhn and et.al., (2012) marketing is a process under which seller and
buyers exchange goods and services and their value is determined in terms of money. In the
process of marketing, while marketer use the social media platforms and websites in order to
promote a product and services then it is known as the social media marketing. As per the view
of Chan, Ling and Guillet, (2011) social media marketing refers to technique that target social
networks and applications to spread brand awareness or promote particular products. In the view
of Dinan (2000) it is a form of internet marketing that utilize social networking websites as a
marketing techniques. It assists to corporation in getting direct feedback from customer and
increase the brand image in the mind of customer. With assistance of social media marketing,
company can easily promote its product and services in the market within a short period of time.
It is a wide platform through which everyone can directly connect with organization.
In the process of social media marketing, company uses the various social media websites
and social networks in order to promote its product and services. It allow marketers to employ a
broad range of tactics and strategies to promote content. Many social networks allow users to
provide detailed geographical, demographic and personal information which allows marketers to
tailor their message to what is most likely to resonate with the user. According to the view of
Fotis and et.al, (2012) social media marketing is an effective and easy process for company
because by use of this it can directly link with the customers and get the review and suggestion
for the product and services. The use of social media networks to develop and manage an
organization's message. Bruhn and et.al., (2012) stated that in the social media marketing,
corporation can used various social media to disseminate information, including social network
websites such as Facebook, twitter, RSS feeds and new aggregates, blogs and video websites
such as you tube.
According to the view of Hays and et.al., (2013) social networking is not beneficial for
organization but also it is beneficial or useful for customer. In the present era, most of customer
like to purchase the product and services by use of online channels like company websites,
online websites and application. With assistance of social media, customer can easily get the

right information about the product price, feature, delivery, distribution , offers and discount.
Furthermore, customer can connect with the company representative by use of social media
marketing so as they can resolve their queries and issue related to products and services of the
organization. Hjalager and Anne-Mette (2010) stated that company can collect frequent data
about the product effectiveness and ineffectiveness because by use of this social media
marketing, corporation gets the opinion, feedback and suggestion of the customer. So it can be
said that social media marketing is a vast and effective concept through which marketing, selling
and purchasing activities and procedure can become easy for both customer as well as
organization. It is a very useful platform through which firm can frequently introduce its product
and services in front of customers.
Theme 2: The importance of social media marketing in hospitality sector
According to the view of Hvass, Kristian and Munar (2012) Social media marketing is
very important and helpful concept through which company can enhance promotion of product
and services. With assistance of this marketing, company can interact large number of customer
at a single time and get the various review of customer regarding corporation services. Hudson,
Simon and Thal (2013) stated that It is easy way to attract the large number of customers and
earn the maximum profitability by maximum selling. In the context of hospitality sector, social
media marketing play a very crucial role because by use of the various social media channels
such as Facebook, instragram, twitter corporation can engage with the customers and provide the
relevant information about the services.
According to the Leung, Daniel and et al., (2013) The use of social internet outlets have
become widespread, and travelers consistently use the media top brag about their great
experience as well as express displeasure with poor ones. Hotels and companies within the
hospitality industry must have a keen understanding of how to deliver their messages via social
media websites if they are to compete in today;s business environment. In the hospitality sector,
social media marketing assist to corporation in order to provide information and updates related
to services to customers. According to the view of Xiang, Zheng and Gretzel (2010). while
corporation generates its page on websites then it assist customer to aware about the company's
services. If any one likes the page of company on the Facebook then many of the friend of
his/her can see the page of organization. So it can be said that it is like a personal

recommendation that comes to customer from a trusted sources. JENKIN (2010) stated that
many companies in the hospitality sector have begun to offer promotion and special deals to
customer via social media channels. Thevenot and Guillaume (2007) stated that social media
marketing is very important for hospitality sector because by use of this company can easily
identify the various views, suggestion and review of the customer regarding company services.
By this corporation can easily bring improvement in the business process and services of the
hospitality sector.
Theme 3: To Explore the various social media marketing methods adopted by hospitality
sector to enhance the customer base
According to the view of Stelzner and Michael (2011) plus blogging is a essential and very
helpful technique for social media marketing. Under this company can use Google+ to improve a
campaigns content marketing efforts and to eventually dominate its target audience on
Google+.In the contradicting view, Safko and Lon (2010) stated that you tube marketing is
another effective method of social media marketing under this corporation make the presentation
of its services and shared a lot of useful and actionable tips on using you tube as an effective
tool. With assistance of you tube company can show or represent its extreme services and
additional feature of the corporation which can attract the large number of the customers.
According to the view of Milano and et.al., (2011) stated that blogger outreach is another
important method of social media marketing under which social marketer can use to get in touch
with their link and blog prospects to get coverage. In the contradicting view Stelzner and
Michael (2011) stated that scheduled Facebook post is the best method of social media marketing
in the sector of social media marketing under which company posts on the Facebook pages about
the services and features of the firm.
Conclusion: From the literature review section it has been concluded that social media
marketing is used by the companies which are operated in hospitality sector. Moreover,
advertisements which are placing by the companies on social sites such as Facebook, Twitter etc.
are eye catching and help in attracting the large number of people. Along with this, now people
spend more time on social networking sites. In this, firms which are operated in hospitality sector
can grab the attention level of customers which in turn result into high customer base profit

margin. Thus, social media may be served as a marketing tool that provides high level of
assistance to the companies in developing awareness among the large number of customers.

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Research type
Qualitative and quantitative are the main two research types which can be used for
analyzing and resolving issue in the best possible way. Along with this, researcher can also make
use of mixed approach according to the nature or aspects of the issue. Quantitative approach may
be undertaken by the scholar for evaluating numeric facts and figures. Hence, such type is
employed by the investigator only when they need to test the hypothesis (Flick, 2015). On the
other side, in qualitative research scholar focuses on interpreting phenomenon and provides
assistance in developing hypothesis for the future study (Qualitative research, 2017). Hence, in
the present study qualitative research type has been selected by the investigator. In this way, by
evaluating the underlying reasons and opinions, the researcher has assessed the extent to which
social media marketing helps in enhancing customer base and loyalty.
3.2 Research approach
Approaches of the research can be classified into two types such as inductive and
deductive. Both such approaches assist the researcher in investigating problem or issue more
effectively and efficiently. Inductive approach of the research lays high emphasis on construction
of new theory on the basis of specific pattern and observation. Hence, such approach helps in
analyzing qualitative facts or aspects in the best possible way (Gast and Ledford, 2014). On the
contrary to it, under deductive approach scholar focuses on testing hypothesis through the means
of existing theoretical framework hence, by employing such technique researcher can present the
fair view of quantitative study.
In this, inductive approach has been selected by the researcher to identify the impact of
social media marketing on the customer base. The rationale behindselection of such approach is
the type of investigation such as qualitative. Hence by analyzing the impact of social media on
customers, new theory or findings have been found by the researcher.

3.3 Research philosophy
Philosophies of research can be distinguished into two types such as interpretivism and
positivism. Hence, research philosophy is selected by the scholar in accordance with the nature
and type of the study. Moreover, philosophies provide direction to personnel about the kind of
data which will be gathered and analyzed by the scholar. Under interpretivism, researcher
presents solution by evaluating the qualitative aspects (Hunleth, 2011). Unlike interpretivism,
researcher makes evaluation of quantitative facts and figures when they analyze the quantitative
data. Hence, for resolving the present issue researcher has selected interpretivism philosophy
which highly suits the qualitative investigation. Hence, scholar has analyzed the impact of social
media marketing on Hilton’s customer base by taking into account the interpretivism philosophy.
3.4 Research design
Research design may be served as a blueprint which in turn provides deeper insight
about collection, measurement and analysis of data. Case study, descriptive, exploratory,
experimental and causal is the main research designs which are employed for co-coordinating all
aspects of study in a logical way (Mackey and Gass, 2015). Hence, in this, descriptive research
design has been selected. On the basis of this aspect, by describing the research issue and related
aspects, scholar would become able to get information about the impact that social media
marketing has on the customer base.
3.5 Data collection methods
Data may be served as a most valuable input which in turn provides assistance to
researcher in finding most suitable solution of the issue. Primary and secondary are the main two
types of data which is gathered by scholar to present the fair solution of issue. Moreover, primary
data refers to those which researcher collect for the first time with the motive to fulfill research
aims and objectives (Miller and et.al., 2012). There are several methods which can be used by
the scholar for collecting primary data which include survey, observation, focus group,
experimental study etc. In contrast to this, secondary data implies for the one which is already
gathered, analyzed and published by other researchers. Thus, by making evaluation of books,
journals, scholarly articles and government reports scholar can gather enough secondary data.
In this, with the aim to accomplish the research aims and objectives to a great extent,
both primary and secondary data has been gathered by the scholar. For the collection of primary

data, survey has been conducted by the researcher on 30 existing customers of Hilton. Thus, by
sending questionnaire to the existing customers of Hilton through the online means, primary data
has been gathered by the scholar. Further, secondary data sources should be employed by the
researcher such as books, journals and scholarly articles. In this, by making evaluation of the
articles that are based on social media marketing, brief thesis has been developed by the
investigator.
3.6 Sampling
Sample may be defined as a small part of population which can be selected by the scholar
through the means of probabilistic and non-probabilistic techniques. For doing survey, scholar is
required to select suitable sample that possess the characteristics of whole population. In this,
researcher is required to keep in mind the aims and objectives while selecting sample. Under,
probabilistic sampling techniques each individual gets equal chance of being selected as a
sample (Neuman and Robson, 2012). In this, by using simple random, cluster, strata, systematic
techniques researcher can determine suitable sample for the study. However, non-probabilistic
techniques refer to those in which sample is determined by the scholar on the basis of their own
convenience level. Purposive, snow ball etc are the main example of non-probabilistic technique
which helps the researcher in determining appropriate sample for the study.
Simple random sampling technique has been used in the study to select sample for the
survey. In this way, researcher has selected 30 existing customers of Hilton by using
probabilistic sampling technique. Simple random sampling method is highly effective which in
turn helps in reducing possibility of biasness to the significant level.
3.7 Data analysis plan
Appropriateness of outcome is highly influenced from the plan which is undertaken by
the researcher for data analysis. It can be defined as a process in which the researcher records
and analyze data in a highly structure manner. Thematic perception test technique is the one
which helps the researcher in analyzing qualitative data more effectively and efficiently
(Panneerselvam, 2014). On the other hand, SPSS tools provide assistance to the scholar in
determining suitable solution from huge quantitative data or figures. Moreover, by applying
regression, T, Z, chi-square test researcher can get valuable information from data set for the
purpose of decision making.

In order to analyze the data gathered from varied sources, thematic perception test
technique has been used by the researcher. Hence, in this, several themes have been developed
according to the questionnaire. In this way, responses of customers are analyzed and will be
evaluated on the basis of secondary data gathered. Further, graphs and charts have also been
added in relation to findings to facilitate better understanding about the issue. By considering
such plan, researcher has identified the extent to which social media marketing helps in
maximizing customer base and loyalty aspect.
3.8 Ethical consideration
In order to enhance the effectiveness of the study ethical aspects have been followed by
the researcher. Moreover, for maintaining the ethical aspects, researcher has approach the
respondents and taken prior permission from the existing customers of Hilton. Along with this,
proper citation has been made to give credit to the author. This in turn shows that data has not
been copied by the scholar (Silverman, 2016). Further, researcher has also maintained high level
of confidentiality in relation to data which is served by the scholar. In this way, proper ethics
have been followed by the researcher while conducting investigation.
CHAPTER 4: DATA ANALYSIS AND FINDINGS
Theme 1: Customers consider social media for making suitable decisions
Particulars Views of respondents % of respondents
Yes 25 83.33%
No 5 16.67%
Total 30 100%

Yes No
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
% of respondents
% of respondents
The above mentioned graphs present that by 83.33% employees said that large number of
customers consider social sites such as Facebook, Twitter etc while making selection of hotel.
Moreover, now customers spend their huge amount of time on social networking sites and share
their ideas, views as well suggestions with each other. On the other, 16.67% personnel of Hilton
said that customers not only consider social sites but also they undertake traditional modes for
decision making.
Theme 2: Social media marketing attracts large number of customers toward the services
provided by Hilton
Particulars Views of respondents % of respondents
Agree 12 40%
Strongly agree 8 26.67%
Neutral 7 23.33%
Disagree 2 6.67%
Strongly disagree 1 3.3%
Total 30 100%

Agree Strongly
agree Neutral Disagree Strongly
disagree
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
% of respondents
% of respondents
Output of primary data investigation entails that social media provides customers with
valuable information about the luxury suits and innovative services offered by Hilton. 40%
employees agreed and 26.67% strongly agreed with the aspect that by giving information about
discounts on social sites researcher can grab the attention level of customers. In contrast to this,
6.67% disagreed and 3.3% respondents strongly disagreed with the statement that social media
marketing helps in attracting customers. Moreover, when negative comments are given by the
customers then it negatively influences the brand image of firm.
Theme 3: Hilton can enhance productivity and profitability by placing advertisement on social
sites
Particulars Views of respondents % of respondents
Yes 24 80
No 6 20
Total 30 100%

Yes No
0
10
20
30
40
50
60
70
80
90
% of respondents
% of respondents
From the results of survey it has been identified that 80% employees agreed with the fact
that social media marketing helps in enhancing customer and thereby sales revenue as well as
gross margin. Moreover, by giving information about discounts, festive offers and uploading the
picture of room or suits Hilton can grab the attention level of customers. In this way, by
generating the interest level of more customers Hilton can enhance its profitability. However,
20% employees stated that still customers have mindset that services which are offered by firm
are not in line with the images uploaded by firm on Facebook, Twitter etc. Hence, such aspect
negatively affects both productivity and gross margin of firm.
Theme 4: Brand loyalty can be built and maintained by Hilton through the means of social
sites
Particulars Views of respondents % of respondents
To some extent 5 17%
To the middle extent 10 33%
To the large extent 15 50%
Total 30 100%

To some extent To the middle
extent To the large
extent
0%
10%
20%
30%
40%
50%
60%
% of respondents
% of respondents
In survey, 50 respondents said that brand loyalty can easily build up and maintained by
Hilton through social media marketing. Moreover, customers who more frequently experience
the accommodation services of Hilton give their quick response on images uploaded by it.
Further, social media also enables customers to take highly effectual decision by comparing the
services of specific firm with another. In this way, firms which are operated in hospitality sector
can enhance brand loyalty.
Theme 5: Hilton can develop effective relationship with the customers by using social media
marketing concept
Particulars Views of respondents % of respondents
Agree 12 40%
Strongly agree 12 40%
Neutral 6 20%
Disagree - -
Strongly disagree - -
Total 30 100%

Agree Strongly agree Neutral
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
% of respondents
% of respondents
From investigation, it has been assessed that social media marketing tool helps in
maintaining long lasting relationship with the customers. Moreover, such medium offers
opportunity to serve information to the customers about newly launched services. Further, by
this, business unit can also resolve the queries of personnel and thereby develops high lvel of
satisfaction among them.
Theme 6: By using social media sites company can generate valuable information about
customers
Particulars Views of respondents % of respondents
Yes 26 86.67%
No 4 13.33%
Total 30 100%

Yes No
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
% of respondents
% of respondents
By doing primary investigation it has been identified that social media marketing concept
helps in getting information about customers views and preferences. 86.67% respondents said
that by evaluating the comments of customers business unit can assess the type of improvement
required in existing services. On the other hand, 13.33% presented that such medium do not help
in getting feedback from customers in the best possible way.

CHAPTER 5: CONCLUSION
From the above research project, it has been concluded that social media is one of the
most effectual means of promotion in the present times. Moreover, now people spend more hours
on social networking sites. In this regard, by uploading the images of luxury suits along with
price Hilton can grab the attention level of customers. Further, now there is a trend towards to
book room online rather than through other medium or source. In this way, social media
marketing concept helps in attracting the large number of customers. Besides this, advertisement
which is placed by the firm also facilitates better comparison of services with others. Moreover,
by making effectual comparison of facilities which are offered by Hilton as compared to others
customers can take suitable stay decision.
Along with this, it can be revealed from the report that presence of company on social
media is highly needed for building and maintaining the relationship. Moreover, such medium
helps in getting information about the customer’s reaction towards the services offered by Hilton.
In this way, by making necessary changes in the existing services Hilton can enhance customer
satisfaction which may turn into loyalty in the near future. Hence, it has been articulated that
social media marketing concept provides high level of assistance in increasing customer base and
thereby makes contribution in the success of an organization.
CHAPTER 6: RECOMMENDATIONS
 It is recommended to Hilton to place more advertisement on sites where customer traffic
is high as compared to others. In the present times, Facebook, Twitter and Instagram are
the sites which are highly used by people. Hence, by placing highly attractive
advertisement on such sites business unit can enhance customer base and profitability
aspect.
 Further, Hilton should upload the image of each event such as wedding, corporate,
parties etc. on social sites. In addition to this, company also needs to make continuous
monitoring of comments which are given by client on the images of hotel. Hence, by
considering such aspects hospitality firm can make significant improvement in the
existing service level.

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APPENDIX
Questionnaire
Demographic information
Name.....
Age…..
Gender
 Male ()
 Female ()
Income…….
Q.1 Do you think that customers consider social media while making selection of hotel?
 Yes ()
 No ()
Q.2 Do you agree that social media marketing attract more customers towards the services
offered by Hilton?
 Agree ()
 Strongly agree ()
 Neutral ()
 Disagree ()
 Strongly disagree ()
Q.3 Do you agree that social media marketing is required for developing awareness among the
customers?
 Agree ()
 Strongly agree ()

 Neutral ()
 Disagree ()
 Strongly disagree ()
Q.4 Do you find that social media marketing concept helps in maximizing productivity and
profitability of an organization?
 Yes
 No
Q.5 According to you, from which extent social media marketing helps in building and
maintaining brand as well as customer loyalty?
 To some extent
 To the middle extent
 To a large extent
Q.6 Do you agree that sound relationship with the customers can be maintained by the firm
through the means of social sites?
 Agree ()
 Strongly agree ()
 Neutral ()
 Disagree ()
 Strongly disagree ()
Q.7 Give you judgment that social media marketing helps in understanding the view points of
both existing and potential customer?
 Yes
 No
Q.8 Do you agree with the statement that social media marketing facilitates high level of
innovation within the firm?

 Agree ()
 Strongly agree ()
 Neutral ()
 Disagree ()
 Strongly disagree ()
Q.9 Do you find that social media is one of the most effectual modes of promotion?
 Yes ()
 No ()
Q.10 Do you want to give any suggestion for any improvement …… (Kindly specify)