Research for Business and Tourism - Doc
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Running head: RESEARCH FOR BUSINESSS AND TOURISM Research for Business and TourismName of the Student Name of the University Author’s Note Table of Contents
1RESEARCH FOR BUSINESSS AND TOURISM 1. Problem statement:......................................................................................................................32. Research design:..........................................................................................................................43. Data collection method:...............................................................................................................54. Qualtrics survey:..........................................................................................................................65. Sample selection:.........................................................................................................................76. Data analysis technique:..............................................................................................................77. Ethical consideration:..................................................................................................................89. Overview of the research plan:....................................................................................................98. Conclusion:................................................................................................................................10Reference List:...............................................................................................................................11Appendix: Qualtrics Questionnaire...............................................................................................13
2RESEARCH FOR BUSINESSS AND TOURISM Topic: Customer service quality and customer satisfaction in hospitality industry1. Problem statement: The trend of World market has radically changed from agricultural industry to hospitalitywith the gradual progress of globalization and internalization. Hospitality industry previouslyfocused on maintaining superior quality of products so that the business experts can drag theattention of international customers (Jaakkola and Alexander 2014). With the enhancement ofcompetitors the business experts have focused on service quality as well. The overarchingconcept customer satisfaction implies on customers perceive regarding the delivery of products.Hospitality sector especially hotel operators have observed that customers in tourism sector arefrom different cultural backgrounds as well as attitudes. As a result, people have to face immensechallenges while receiving services from the service providers. A problem is identified withinseveral hotels of Australia that service providers are not competent enough in dealing with thepeople of different cultural backgrounds and attitudes (Ding et al. 2014). In this kind of situation,service providers have to face innumerable challenges in providing proper services to thecustomers. Automatically, the entire business process fails to maintain its organizational glory andreputation. Hotels like ADGE apartment, Marriot hotels and Club Hotel are well recognized forexcellent customer services and behavioural approach of the service provider. On the other hand,it has also been observed that hotels like Quest North Ryde, Atlantis, Mantra on Frome have toface difficulties in satisfying customers demand due to low customer services. In addition, thesespecific hotels are receiving threats from its competitors. However, large numbers of researchers
3RESEARCH FOR BUSINESSS AND TOURISM have raised their voice by highlighting the issue that customer service attracts the attention ofcustomers more effectively (Marczyk and Festinger 2017). The staffs associated with theorganization needs to be professional along with proper behavioural approach. Automatically,customers tend to show their interest in using services. 2. Research design: Research design is the method that enables to understand on how the entire researchprocess is organized. Pure research aims to explore a particular research issue with appropriatedata and information. The researcher has not specified the research area in the beginning. On theother hand, applied research indicates a proper research area along with specific issue. In thisvery specific study, the research has chosen a specific research issue based on particular businesssector and nation (Kratochwill 2015). The importance of quality of customer service andcustomer satisfaction is critically evaluated based on hospitality industry of Australia. Therefore,the data that would be collected for conducting the study would be based on Australianhospitality sector. Therefore, the researcher has chosen an applied research. Research design is constituted with three major components including exploratoryresearch design, explanatory research design and descriptive research design. Exploratoryresearch design aims to explore new research issue based on an industry by applying innovativetheories (Ioannidis et al. 2014). Explanatory research design interprets data at the time ofcollecting information. As a result, the researcher gets the scope to evaluate various pros andcons of research issue critically. Descriptive research design aims to analyze data based on thegathered data only. In this method the researcher does not get the scope to evaluate informationcritically (Taylor, Bogdan and DeVault 2015). In this very specific study the researcher would
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