P(56) Research Project

Business

“To determine the impact customers
loyalty and rewards schemes: A
study on Hilton hotel”.

Aim: “To determine the impact customers loyalty and rewards schemes: A study on Hilton hotel”
Objectives:
 To understand the concept of reward schemes and customer loyalty
 To determine the relationship between reward schemes and customer loyalty at Hilton
hotel.
 To identify the impact of customer loyalty and reward schemes in raising performance of
Hilton hotel.
 To recommend ways to improve customers loyalty towards the services provided by Hilton
hotel UK.
Research Question
 What is the concept of reward schemes and customer loyalty ?
 What is the relationship between reward schemes and customer loyalty at Hilton hotel ?
 What is the impact of customer loyalty and reward schemes in raising performance of
Hilton hotel ?
Aim and Objectives

Theme 1: All type of services that are provided by
Hilton are satisfactory
Yes No
0
2
4
6
8
10
12
14
8
12
Frequency

Theme 2: Hilton provide its customers with reward
schemes for the services and product
Yes
No
0 2 4 6 8 10 12 14 16 18
16
4
Frequency

Theme 3: Loyal for the type of products and services
that are delivered by Hilton hotel
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency

Theme 4: Hilton provides proper quality as per
the price that is paid
3
4
1
8
4
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 5: Factors that affects the buying decision
8
7
5
Quality
Price
Ambience

Theme 6: Employees play vital role in raising
customer's loyalty
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Theme 7: Effective are reward schemes at Hilton hotel
11 7
2
Less effective
Highly effective
Neutral

Theme 8: Hilton hotel need improvement to develop
their customers base
Yes
No
0 2 4 6 8 10 12 14 16
14
6
Frequency

Theme 9: Strategy that is effective in raising
customer loyalty
9
7
4
Proving employees training
Low price, high quality
Customers relationship
management

Thank You !!