Report On Hilton Hotel | Reward Schemes & Customer Loyalty
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Added on 2020-02-03
Report On Hilton Hotel | Reward Schemes & Customer Loyalty
Added on 2020-02-03
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Research Project
Table of ContentsPART 2............................................................................................................................................12.1 Matching of the resources in an efficient manner with questions of research or hypothesis1Research Question.......................................................................................................................12.2 Proposed research investigation with respect to the agreed specification & processes........32.3 Recording and collating relevant data wherever appropriate................................................3TASK 3............................................................................................................................................43.1 Appropriate techniques for evaluation of research...............................................................43.2 Interpreting and analysing the results with respect to specifications of result......................5TASK 4 .........................................................................................................................................134.1 Agreeable format and appropriate media for presentation of research to an audience.......13CONCLUSION..............................................................................................................................19REFERENCES..............................................................................................................................20
PART 22.1 Matching of the resources in an efficient manner with questions of research or hypothesisMain focus of the research will be to determine the factors that affects the loyalty ofcustomers. Further, it will also cover different type of procedures that will be followed in orderto attract more and more customers. Moreover, employees are the face of organization as theyhave direct interaction with customers (Green, Camilli and Elmore, 2012). They are the one whopresent the products and services to customers. When they are not skilled, then it becomesdifficult to make sure that they present the services in an effective manner. It is essential that allthe employees within the firm have proper knowledge towards the roles and responsibility thathas top be played by them. With skilful workers, it becomes favourable to make sure that the rateof satisfaction can be raised. Further, reward system is also effective in boosting and encouragingcustomers to make purchases for the services. Moreover, focus will be make on improving thequality of services that are delivered to customers. Below given are the objectives that are set tocomplete the research in an effective manner: Objectives:To understand the concept of reward schemes and customer loyaltyTo determine the relationship between reward schemes and customer loyalty at Hiltonhotel.To identify the impact of customer loyalty and reward schemes in raising performance ofHilton hotel.To recommend ways to improve customers loyalty towards the services provided byHilton hotel UK.Research QuestionWhat 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 ofHilton hotel ?Questionnaire:Name: _________Age: _____Gender: ________1
1. Among all type of services that are provided by Hilton satisfy you?YesNo2. Does Hilton provide its customers with reward schemes for the services and product?YesNo3. Are you loyal for the type of products and services that are delivered by Hilton hotel?YesNo4. Do you agree that Hilton provides proper quality as per the price that is paid by you?Strongly agreeAgreeNeutralDisagreeStrongly disagree5. According to you what are factors that affects the buying decision?QualityPrice Ambience6. Do you think employees play vital role in raising customer's loyalty?YesNo7. According to you how effective are reward schemes at Hilton hotel?Less effectiveHighly effectiveneutral8. Do you think Hilton hotel need improvement to improve their customers base?YesNo9. What strategy you think is effective in raising customer loyalty?Proving employees training2
Low price, high qualityCustomers relationship management2.2 Proposed research investigation with respect to the agreed specification & processesIn order to carry the research, investigator will make use of effective tools andtechniques. For this purpose, there are two different type of techniques that will be used. In thiscontext, it includes inductive and deductive. With the help of inductive techniques, investigatorwill be able to determine an appropriate outcome for the research (Gale, Heath and Redwood,2013). This will also enable to make sure that there is proper structure with the help of which thepresentation is possible. Further, there are both type of data collection method that will be used.In this context, it includes primary and secondary. Both these techniques are effective enough tomake sure that adequate information is gathered that will help to come up with an appropriateoutcome. More specifically, primary data can b determined as a source that is not being collectedby anyone. In order words, it is collected for the first type of and tools that can be used areinterview, observation, questionnaire, etc. Among these, investigator will make use ofquestionnaire and that will be collected from 20 customers who make use of the services ofHilton hotel. Secondary information will be collected with the help of online website, articles,journals, etc. 2.3 Recording and collating relevant data wherever appropriateAs stated above, to collect or gather information, researcher will make use of bothprimary and secondary information. For this process, the sample size that will be considered is20. Further, the information will be collected from customers who make use of the services thatis provided by Hilton. This the aim and objectives that are set will be achieved (Tong, Flemmingand Craig, 2012). The selected respondent swill be helpful enough to make sure to know theirperception towards the strategies that should be implemented with help of which loyalty for thecustomers can be raised for the products and services that are provided by the firm. Further, theeffectiveness of rewards system can also be determined. Moreover, customers enable todetermine the strategies that firm should implemented through which the rate of performance andsatisfaction can be raised (Vujaklija, Hren and Marušić, 2010). With the perception that is knownby these selected 20 customers will enable to make the Hilton to achieve their desired goals andobjectives. 3
TASK 33.1 Appropriate techniques for evaluation of researchResearch Methodology: This is an important aspect of research that helps to make sure that allthe information that is required are gathered and are presented in an effective manner. For thispurpose, there are different type of tools and techniques that fall under this. In other words, it is astep by step process that make use that the all the objectives are achieved. With this respect,below given are the approaches and techniques that fall under research methodology:Research philosophy: As per this type of research methodology, researcher will carry outassumptions in order to conduct the research. This can be classified into four different type. Theyare pragmatic, interpretivism, positivism and realism (Singh, 2010). As per the current research,investigator will make use of interpritivism. This is a type of techniques that focus on theresearch that being already by some other researcher. There are different type of researches thatare conducted by various researcher on similar topic. According to the type of research that isbeing selected, the information of other researcher will be used that will help to conduct theresearch effectively and efficiently (Geerts, 2011). Further, the research will be covered throughwhich they will cover the objectives and aim. Research approach: It is the blue print that is used by research to make the research morerepresentable and meaningful (Smith, V., Devane and Clarke, 2011). These are of two typewhich are inductive and deductive. Among these two, research will make use of inductiveapproach. With the help of this approach, the required information will be gathered and theobjectives that are being set can be attained. Further, it also allows to have direct interaction withcustomers. They will enable to provide proper information in order to raise customer loyalty andthey type of services that are not effective for the firm to develop strategies for reward system. Data collection: There are mainly two different type of research methods that can beused. Both are important to gather and collected inform that will support in achieving the desiredobjectives and goals (Snyder, 2012). With this respect, primary method is a type of datacollection techniques that is collected for the first time. For this purpose, it includes tools likeobservation, questionnaire, interview, etc. On the other hand, secondary information are sourcesthat are already being collected by someone else. In this context, it includes tools like books,journals, online websites, articles, etc. Among these two research has made use of both thesemethods. Further, primary data will be collected with the help of questionnaire. 4
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