Influence of Loyalty Programs on Customer Satisfaction and Retention in the Hospitality Sector: A Study on Hilton

Research title: To investigate the influence of loyalty
programs on customer satisfaction and retention with regards
to hospitality sector: A study on Hilton

Research aim and objectives
Research aim:
 “The aim behind conducting present study is to assess the
impact of loyalty programs on customer satisfaction and retention
in the context of Hilton.”
Research objectives:
 As per the above aim following objectives have been drafted:
 To develop understanding about loyalty programs exist in
hospitality sector.

CONTD..
 To assess association between loyalty card programs and Hilton’s customer retention
level.
 To identify relationship between Hilton’s loyalty program and customer satisfaction.
 To recommend ways to Hilton through which customer’s satisfaction and retention
level can be enhanced.

RESEARCH METHODOLOGY
 Research type: Qualitative
 Research approach: Inductive
 Research philosophy: Interpretivism
 Data collection: Survey and via books, journals & scholarly
articles
 Data analysis: Thematic analysis