Optimizing Guest Experience through Digital Transformation

This assignment is focused on the topic of digital transformation in the hospitality industry, specifically in the context of a hotel like Qbic. The questions cover various aspects of digitalization, including its impact on guest experience, employee training, and overall performance. The responses are expected to be based on research and real-world examples from the industry.

RESEARCH PROJECT

TABLE OF CONTENTS
1. RESEARCH PROPOSAL...........................................................................................................1
a) Research proposal form..........................................................................................................1
b) Research ethics form...............................................................................................................3
2. DISSERTATION ........................................................................................................................6
a) Research topic, statement, objectives and significance..........................................................6
b) Review of literature................................................................................................................8
c) Research methodology..........................................................................................................12
d) Data collection and interpretations.......................................................................................14
e) Presentation of the findings...................................................................................................21
f) Conclusion, reflection and recommendation.........................................................................25
REFERENCES..............................................................................................................................28

1. RESEARCH PROPOSAL
a) Research proposal form
Research Proposal Form
Student Name: ______________________ Student ID:
______________________
Centre Name: _____________________
Tutor: ________________ Date:
___________________
Unit: ____________________
Proposed Title: ______________________________________________
Section One: Title, objective,
responsibilities
Title or working title of the research
project (in the form of a question, objective
or hypothesis)
To identify significant advantages with implementation of
digital technology on SME – A Case Study on Qbic Hotel.
Research objectives (e.g what is the
question you want to answer? What do you
want to learn how to do? What do you want
to find out?):
To understand concept of implementation of digital
technology in SME.
To explore significant advantages that gained with
implementation of digital technology in Qbic
Hotel.
To interrelate digital technology and growth of
small and medium enterprise.
To recommend ways through Qbic hotel can gain more
1

profitability and effectiveness.
Section Two: Reasons for choosing this
research project
Reasons for choosing the project (e.g links
to other subjects you are studying, personal
interest, future plans, knowledge/skills you
want to improve, why the topic is
important):
 Personal interest
 Improvement knowledge and to
understanding digital technology
 Future knowledge and skills
Section Three: Literature sources searched
Use of key literature sources to support
your research question, objective or
hypothesis:
Theme 1 Concept of implementation of digital
technology in SME
As per the point of Sharma, Tiwari and
Pandey, (2018), digital technology consist several
advantages in SME to make high growth and
profitability. It is one of the important
consideration that helps to conduct operations in
the business as per latest trends existence in the
market.
Theme 2 Significant advantages that gained
with implementation of digital technology in
Qbic Hotel
According to the point of Nambisan,
(2017), success of each hotel depends on the
implementation of digital technology. It increases
2

significant advantages to make more effective and
efficient work performances at workplace. With
this regard, in respect to serve in market segment,
chain create personalised travel programs. Features
also helps to attract and retain with brand website
to attract maximum number of customers.
Theme 3 Relationship between digital
technology and growth of small and medium
enterprise
As per the views of Straker and Wrigley,
(2016), digital technology consider platform to
make high growth in small and medium enterprise.
Therefore, it consists positive relationship to
operate functions and operations in systematic
way. There is limited resources must be consider to
increase revenue and profitability.
Section Four: Activities and timescales
Activities to be carried out during the research project (e.g
research, development and analysis of ideas, writing, data
collection, numerical analysis, tutor meetings, production of
final outcome, evaluation, writing the report):
Activities of
research
plan
1th
Wee
k
2nd
Wee
k
3rd
Wee
k
4th
Wee
k
5th
Wee
k
6th
Week
7th
Week
Selection of
the research
subject
Literature
Review
Research
methodology
Preparing
questionnair
How long
this will
take:
3

e
Data
collection
Data
interpretatio
n and
analysis
Conclusion
&
Recommend
ation
Modificatio
n as per
feedback
Final
submission
Milestone one: Collection of data
Target date (set by tutor): 2 weeks
Milestone two: Findings and interpretation
Target date (set by tutor): 3 weeks
Section Five: Research approach and
methodologies
What type of research approach and
methodologies are you likely to use and
why?
Qualitative research approach and
methodology
What your areas of research will cover:
Inside areas of Qbic hotel
In order to collect data, questionnaire has
been undertaken which consider to conduct
appropriate survey. This also helps to find
fresh and relevant information from
participants. Apart from this, another way
to collect data is secondary form in which
information gather from secondary tools
such as books, journals, etc.
With respect to select sampling method,
researcher select simple random sampling
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method in which 20 sample size of
population has been selected to accomplish
aim and objectives. Furthermore, data
analysis process consider with thematic
analysis so that it contains different themes
to find appropriate results and outcomes.
Comments and agreement from tutor
Comments (optional):
I confirm that the project is not work which
has been or will be submitted for another
qualification and is appropriate.
Agreed: ________________ (name)_______________
Date ______________
Comments and agreement form project
proposal checker( IV sampling)
Comments (Optional):
I confirm that the project is appropriate.
Agreed /Disagree: (Name
of the IV)
Date
b) Research ethics form
Research Ethics approval form
All students conducting research activity that involves human participants
or the use of data collected form human participants are required to gain
ethical approval before commencing their research. Please answer all
relevant questions and note that your form may be returned if incomplete.
For further support and guidance please see your respective Unit Tutor:
Before completing this form, we advise that you discuss your proposed research
fully with your unit tutor. Please complete this form in good time before your
research project is due to commence.
Section 1: Basic details:
5

Project title: To identify significant advantages with implementation of digital technology on SME
– A Case Study on Qbic Hotel.
Student name:
Student ID number:
Programme:
College Name:
Intended research start date:
Intended research end date:
Section 2 Project summary
Please select all research methods that you plan to use as a part of your project:
 Interviews Yes No
 Questionnaires Yes ✓ No
 Observations Yes No
 Use of personal records Yes No
 Data Analysis Yes ✓ No
 Action Research Yes No
 Focus Groups Yes No
 Others (Please specify) :
Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Who are the participants? Tick all that apply:
Ages 12-16: Young people aged: 17-18 Adults: ✓
How will participants be recruited (identified an approached)?
Randomly
Describe the processes you will use to inform participants about what you are doing:
Interpretivism philosophy
How will you obtain consent from participants? Will this be written? How will it be
made clear to participants that they may withdraw consent to participate at any time?
With data collection. Yes data will be in written form and clear conversation must be
undertaken with participation work.
Studies involving questionnaires: will participants be given the option of omitting
questions that do not wish to answer?
Yes ✓ No
If no please explain why below and ensure that you cover any ethical issues arising
from this
Studies involving observation: Confirm whether participants will be asked for their
informed consent to be observed.
Yes ✓ No
6

Will you debrief participants at the end of their participation (i.e give them a brief
explanation of the study)?
Yes ✓ No
Will participants be given information about the findings of your study?(This could be
a brief summary of your findings in general)
Yes No ✓
Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the
Data Protection Act (1998)
Yes ✓ No
Who will have access to the data and personal information?
By my self
During the research:
Where will the data be stored?
In computer program
Will mobile devices such as USB storage and laptops be used
Yes No ✓
If Yes, please provide further details:
After the research:
Where will the data be stored?
In Microsoft Excel
How long will the data and records be kept for and in what format?
In landscape format data and records kept
Will data be kept for use by other researchers?
Yes ✓ No
Section 5 : Ethical Issues
Are there any particular features of your proposed work, which may raise ethical
concerns? If so, please outline how you will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise
because of your research. Please consider/address all issues that may apply. Ethical
concerns may include, but are not limited to the following :
 Informed consent.
 Potentially vulnerable participants.
 Sensitive topics
 Risk to participants and /or researchers ✓
 Confidentiality/anonymity
 Disclosures/ limits to confidentiality
 Data storage and security, both during and after the research (including
transfer, sharing, encryption, protection). ✓
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 Reporting
 Dissemination and use of your findings.
Section 6: Declaration
I have read, understood and will abide by the institution’s Research and
Ethics Policy:
Yes No
I have discussed the ethical issues relating to my research with my Unit
Tutor:
Yes No
I confirm that to the best of my knowledge:
The above information is correct, and this is a full description of the ethical
issues that may arise in the course of my research
Name: Date
2. DISSERTATION
a) Research topic, statement, objectives and significance
Introduction
In present era, digital technology plays a vital role in day to day operations. In order to
consider huge collection of data, regular measurement and assessment need to be implemented in
successful way. Digital technology consists several elements to produce appropriate results and
findings on customer's demand. Furthermore, it also aids to solve issues and problems to increase
several advantages. Communication and ability both are major consideration that helps to
increase understanding and effectiveness at workplace. It helps to identify loopholes in business
that impact negatively on results (Leonard-Barton and A. Kraus, 2018).
Along with this, it can be stated that implementation of digital technology consist with
several tools and techniques to develop appropriate working. Present study identifies its impact
on results so that it assists to applicable in whole enterprise in successful way. It is extremely
brings transformation in different kinds of business activities, processes, competencies, etc. All
these tools impact positively that impact on strategic vision and mission in successful way
(Valos, Polonsky and Lipscomb, 2015).
Background
With respect to conduct present study, it can be stated that digital technology
implementation creates several benefits. It assists to expand several operations and functions in
new areas easily. This is because, digital technology ascertained advantages to reduce expenses
and increase productivity in positive consideration. It impacts on customers, employees,
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business, etc. As a result, it designed to understand, communicate and adapt digital technology
(Vovchenko and et.al., 2017).
Digital technology primarily considered with physical communication media that provide
appropriate overview and technological skills in business environment. The term digital
technology has been used to describe and analysis results in positive way. Use of web tools,
digital media activities with software applications. As a result, it helps to generate data to focus
on appropriate systems. Technologies also increases social media strategy which assists to
develop more creativity at workplace in positive manner.
Rationale
Digital technology consists several advantages in day to day life. This is because, it
makes easy and stay with social connectivity. Hence, every person can communicate their
message and exchange ideas that created and helps users in socialization manner. It also
increasing operations to maintain better standards and experience (Kavoura and Stavrianea,
2014). Technology also develop advantages that increases information with small devices. Data
also stored with online medium that enable to access from internet. There are great advantages to
make easier work and increases ability in positive way.
Research topic: “The implications of digital technologies on SME’s”
Statement
To explore benefits with execution of digital technology on SME – A Case Study on Qbic Hotel.
Objectives
 To understand concept of execution of digital technology in SME.
 To explore benefits that are gained with implementation of digital technology in Qbic
Hotel.
 To interrelate digital technology and development of small and medium enterprise.
 To recommend ways through Qbic hotel can gain more profitability and effectiveness.
Significance
Digital technology helps to increase several advantages in small and medium sector
businesses. This is because, it assists to considered new ideas, opinion, etc. that requires in start-
up operations in successful way. Furthermore, following are certain significance of
implementation of digital technology in Qbic Hotel:
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 Gain in-depth knowledge and information: In order to implement digital technology in
SME, there are several advantages could be gain successfully. This is because, it assists
to increase in-depth knowledge and information to operate in large consideration of
market. Deal with the best products and services: Furthermore, another significance of the digital
technology implementation is that Qbic hotel easily deal with the best products through
increase standard and quality. It order increasing quality and standard and reduce cost of
the product, digital technology must be implement at workplace of the chosen business.
It also helps to communicate desired results outcomes to large number of audience.
 Make businesses competitive: Moreover, implementation of digital technology considers
competitive advantages that are gained from different tools and techniques. In this regard,
Qbic hotel has opportunity to make their operations competitive and develop creativity at
workplace.
b) Review of literature
Theme 1 Concept of implementation of digital technology in SME
As per the point of Sharma, Tiwari and Pandey, (2018), digital technology provides
several advantages in SME to increase their high growth and profitability. It is one of the
important consideration that helps to conduct operations in the business as per latest trends
existence in the market. In order to creates several improvements, hospitality businesses will
easily build their success with using different tools and techniques. On the basis of the latest
trends in industry, Qbic hotel can also improve their goods and services in positive way. Beside
this, Lyman, (2017) stated that digital technology must be implemented to take appropriate
decisions in positive manner. Hence, they can lead in better and faster way to do business
operations. Hotels are also starting to move from user pay models which assists to go online.
Digital conference facilities also offer higher density to access audio and visual outcomes with
digital facilities.
Furthermore, Nylén and Holmström, (2015) explored their views that mobile
communication and automation also effective tool of digital technology that increase positive
results in SME. With the help of social media, guests expect to make interaction with
personalised activities. Room services and other customers oriented to increase experience for
guests. On the basis of their food preferences, past purchases displayed in order system. Other
10

technology trends in hospitality industry requires to make initial investment to lead with greater
efficiency and savings. Beside this, Shinde, Thakare and Sarkar, (2014) explored their views that
digitalisation consist content that are transmitted over the internet and computer network. With
the help of appropriate work, it can be stated that effectiveness continuously increasing at
workplace. It consists understanding and programming which designed in interactive and
learning consideration.
McDonald, Oustimov and Conant, (2016) generated their views that, underlying digital
technology invented digital communication with widespread information. In adoption of
invention, it can be said that there are several elements increases social media activities with
wide range of multimedia production. It helps to create broadcasting and data transfer with
analogue of digital technology. It encourages social media marketing in the form of social sites
that promotes brand and products to develop awareness as well. On the other hand, Lavagno,
Markov and Scheffer, L.K., (2016) digital technology implies attraction to customers with
including internet based activities and channels. As per information, it can be stated that social
media activities generally expanded transmission over the internet and using computer network
as well. It assists to serve digital content with appropriate medium and television program.
Theme 2 Significant advantages that gained by implementing digital technology in Qbic
Hotel
According to the point of Nambisan, (2017), success of each hotel depends on the
implementation of digital technology. It increases significant advantages to make more effective
and efficient work performances at workplace. With this regard, in respect to serve in market
segment, chain create personalised travel programs. Creative features also helps to attract and
retain with appropriate brand on business website that increase customer attraction with
maximum number of customers. Luxury travellers are tech into interactive digital services with
entertainment updated and latest information. However, Bahri-Ammari and Nusair, (2015)
argued that implementation of digital technology helps to gain more profitability with social
media marketing. Social media predict to serve more than 90% source of travel inspiration and
information. It assists to gain competitive advantages that increases abilities to perform functions
with social media sites. This is because, social media is one of the important tool to consider
digital technology in the business environment.
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Habibi, Hamilton and Callaghan, (2015) generated their ideas, that in major global chains
hospitality market likely lead to consolidation with small regional players that are undertaken
with global giants. Hotel chains develop upscale brand which consider employee training
program to increase travel experience. Qbic hotel must determines their operations to order room
services and translate in positive consideration. Main key is to successfully operate with
demographic features to attract different customers. On the other hand, Martínez and Fernández,
(2015), stated that digital technology creates significant advantages with revolution matters in
SME. It is also granted to take several devices in planning consideration. In respect to operate
systematic work, portability increases in systematic consideration. This device creates benefits
with network, website and blog, etc. All these categories assist to make desired results in
broadcast way.
According to the point of Li, Wang and Yu, (2015) digital media implement with internet
and computer network with using different tools and techniques. It means that network generated
with appropriate blog and increases digitalisation in whole program. There are several
advantages could be seen in respect to implementing digital technology at workplace. For
instance, it increases brand awareness for the enterprise to attain more systematic work at
research. Furthermore, Adukaite, van Zyl and Cantoni, (2016) explored their views that better
customer satisfaction also implemented to make sure that effectiveness also continuously
increasing in systematic manner. As a result, creativity increases with to increase more brand
awareness and digital technology implementation. It increases analysis of data very quickly so
that time and money could be save easily.
Theme 3 Relationship between digital technology and growth of small and medium
enterprise
As per the views of Straker and Wrigley, (2016), digital technology consider platform to
gain more effective results with small and medium enterprise. Therefore, it consists positive
relationship to operate functions and operations in systematic way. There are limited resources so
that Qbic hotel need to increase revenue and profitability with implementing digital technology.
It assists to face challenge and focus on accomplishment of scalability in enterprise. Dynamic
changes in customer preferences helps to make digitalisation for successful and sustainable
operations. However, Hashim, Murphy and O’Connor, (2014) stated that small business owners
need to get quickly response with digitalisation tools and techniques. Therefore, marketing trends
12

assists to take journey with confidence. There are many entrepreneurial ventures that creates
initial growth that followed for longer period. It enhances opportunities to stabilise operations
that is important to convert it into profitable outcomes.
According to the views of Valos, Polonsky and Lipscomb, (2015), changes in customer
behaviour, competition and technology transformed create major impact on the growth and
profitability of Qbic hotel. Therefore, it is important to continuously focuses on improvement in
operations to build process more efficient. In order to contributes towards digital technology, it
can be stated that innovative and performances continuously expanded that are carried with
social media and big data. However, Zaitseva and et.al., (2016) interpreted that digital
technology increases business expansion in new areas with create appropriate marketing.
Adequate digital marketing plans must be change that emphasis and helps to deal with customer
expectation. It increases marketing goals which is require to improve business performance
measures. This comprises resources and capabilities which facilitate high growth in the
company.
Theme 4 Recommendation to Qbic hotel through which it can gain more profitability and
effectiveness
As per the views of McGuire, (2015), small scale enterprise catalysts for economic
growth and development with using digital technology. It assists to create high economic growth
and development to accomplish purposes. On the basis of small scale businesses, it can be
collapse to solve risk management. With the help of economic development, effectiveness
generally increases to gain more profits and revenue in Qbic hotel. As a result, in term of nature
and structure, risks successfully identified in term of financial, strategic, hazards, etc. Therefore,
the chosen business must identify existence of risk to implement successful digital technology.
On the other hand, Sharma, Tiwari and Pandey, (2018) stated that laws and regulations are
strictly complied in different enterprises. In order to gain success, it can be stated that
management need to focus on taking appropriate actions to reduce and minimise financial losses.
With the help of this tool, expenses could be reduced successfully to expand business operations
in new areas. Identifying new business ideas and opportunities increases survival at Qbic hotel.
Along with this, Bahri-Ammari and Nusair, (2015) interpreted their ideas that challenges
must be identified with development of SME to consider appropriate policies. Relevant
government agencies and strategies ensure efficient approach to sustain socio-economic
13

development in the country. With the help of digitalisation, employees increases their skills and
knowledge. Therefore, it can be stated that reform process continuously develop successfully
results in Qbic hotel. It is one of the important consideration for SME development to gain
creative results. On the other hand, Lavagno, Markov and Scheffer, L.K., (2016) stated that
access to finance is another framework to develop SME profitability with digitalisation. In this
strategy development of the business also gain with social media tools and techniques.
Furthermore, it impacts positively on results to operate functions at low cost. Internet services
and basics elements assists to communicate benefits in appropriate way. Digital technology helps
to increases opportunities to setting up business and earning money easily.
c) Research methodology
The main reason behind section of methodologies is to get the depth insights so that
proper conclusion can be deawn. It is specific procedure and technique which is useful to
identify, select and analyse information about the topic. This is process which is used to collect
information specifically so that the purpose of making decision can be achieved. The core
elements of methodologies have been discussed in below context as are-
 Research philosophies- This termed out as way in which data about a phenomenon
should be gathered, analysed and used. It is based on assumptions relates to source and
nature of knowledge. Research philosophies can be of pragmatism, positivism, realism
and interpretivism (Benitez and et.al., 2018). It is one of systematic way to solve a
problem. In addition to this,there is need to study the methods with help of which depth
knowledge can be acquired.. In order to determine the implication of digitalisation on
business activities of Qbic, both positivism and interpretive philosophies will be used. In
positivism philosophy, the role of researcher is to collect and interpret data. On the other
hand, interpretative philosophies will be used for interpreting elements of study. With
help of it, implication of technological advancement on business activities of Qbic can be
determined.
 Research approach- This term can be defined as a plan and procedure which will consist
broad assumption to detailed method of data collection, analysis and interpretation. Thus,
it is based on nature with help of which problem being addressed. It is systematic
procedure for analysing whole data and implication of business activities of Qbic so that
corrective action can be taken.. With help of it, generalised conclusion can be drawn. In
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order to determining the impact of digitalisation Inductive approach will be used. It will
be helpful in making specific observation about the way digital technology is used.
 Research design- It is set of methods and procedure with help of which information can
be collected and analyse (Akhter, 2018). This term explains detailed explanation which
refers to choose overall strategy. In other words, its comprises of blueprint for collection,
measurement and analysis of data. It is classified into categories as are exploratory,
namely, descriptive and explanatory etc. with help of it, characters tics of phenomenon
being studied. In this, descriptive research design will be considered to determine the
impact of digitalisation on operation of qbic Hotel. It is based on case study, observation
and survey so that depth information can be gathered.
 Data collection- It is one of systematic approach with help of it, information can be
gathered and measured. This can be divided into two categories as are primary and
secondary method. With help of it, accuracy and integrity of research can be maintained.
In this, both method will be considered for determining implication of digitalisation over
business activities of Qbic. The primary method will be collected for carrying out first-
hand information. In secondary method information can be gather using book, online
articles, blogs, organisation records etc. with help of it, there can be better understanding
of subject matter.
 Sampling- In this, there are two kinds of sampling as are probabilistic and non-
probabilistic. In this, present study probabilistic sampling method will be considered. It is
helpful in terms to providing equal chance to each member so that depth information
about study can be gained. In this, sample of 20 employees of Qbic hotel was selected
and it will be done with Probabilistic sample random technique method.
 Data analysis- It is process of examining data in terms to draw conclusion. This can be
effectively drawn with help of cleaning, coding and transforming of data (Popovič and
et.al., 2018). Thus, there are two methods these are quantitative and qualitative. In
qualitative technique, analysis deals with method which assists to have better
interpretation of result and situation. In this, data is need to be analysed with help of
thematic technique. Under it , they are need to be assured about confidentiality of
information. In quantitative technique, information can be collected with statistical tool.
15

In present research, qualitative technique is need to be adopted for examining and
recording pattern in collected data.
 Ethical consideration- Before carrying out study, it is essential to take prior permission
of respondents. Non-compliance to any of them could led to ethical issues. Thus,
participants are need to be aware about the main objective of study. In order to maintain
it, unauthorized access to data is need to be checked.
d) Data collection and interpretations
Theme 1: The Qbic hotel is providing Accommodation and food facility to their customers.
Interpretation- The technological advancement is essential to bring smart techniques to an
enterprise. In this, 50 respondent said that Qbic is providing accommodation and food facilities
to their customers. Therefore, it is crucial to have execution of technological advancement so that
customer can get attracted towards firm.
Theme 2: Digital technology is helpful in running day to day operations.
16
Accommodation & Food Manufacturing Construction health and social work
0
10
20
30
40
50
60
Frequency

Interpretation- Based on the above graph, it shows that Digitalisation is assistive in terms to run
day to day operations. In this chapter, it is proposed to determine the impact of technological
advancement in function activities of firm on daily basis. On the basis of above chart it was
observed that out of 50, 34 respondents were agreed that execution of digitalisation is supportive
in order to carrying out day to day functions, 10 respondent aid no to it and 6 were having no
concern about it. Thus, majority was in favour of technological advancement so it is fair to
implement it.
Theme 3: Technological advancement is useful for effectively running business activities.
17
Yes
No
May be
0 5 10 15 20 25 30 35 40
34
10
6
Frequency

Interpretation- According to the above given diagram, it can be concluded that digitalisation
process aids effectiveness in running business activities. With help of it, things can be done in
smart way. The technical advancement is seems to be more apparent in carrying out business
function effectively. As shown in diagram, it was observed that out of 50 selected respondents 25
were agreed with having effective use of technological advancement for smooth functioning of
business activities. In this, 15 were strongly agreed, 5 were disagreed and other 5 were strongly
disagreed about it. Moreover, it can be said that approach of digitalisation has revolutionised the
overall activities of an enterprise.
Theme 4: Better quality service can possible with use of digitalisation approach.
18
25
15
5
5
Agreed
Strongly agreed
Disagree
strongly disagree

Interpretation-As per the above diagram, it has shown that digital advancement created new
value to enterprise by having improvement in quality performance. In this, Qbic hotel can
facilitate strong customer base with help of maintaining buyers loyalty. It can be done with help
of providing quality services to them so that better facilities attracts targeted audience in market.
The total respondents are 50, in this 20 were agreed that digitalisation is helpful to bring better
quality services, 15 were agreed in relation to improvement in employer and employee
relationship, 10 were agreed to improvized departmental function and 5 said that it is assistive to
facilitate better and efficient recruitment performance. In addition to this, it can be said that
digitalisation is helpful to have unique growth to an enterprise.
Theme 5: Technological advancement is helpful for having profitable and productive growth.
19
15
10
5
20 To improvise employer to
employee relationship
For improvize departmental
function
To facilitate effective
recruitment
Better quality services

Interpretation- As per the above given chart, it can be interpreted that technological advancement
has effective impact over operation of business. It has both tangible and intangible benefits to an
enterprise which will help to provide monitory benefits so that growth of firm can able to
sustained for longer period. It is useful in terms to have swift and agile improvement. This
functioning are helpful in terms to developing automated processed. In addition to this, there are
total number of 50 respondents, out of it 35 were agreed that it aid to bring productivity and
profitability by fostering growth to the enterprise, 10 are not agreed and other 5 were not sure
about it. Hence, it can be said that technical advancement helps to create long term profitability
and productivity to the enterprise.
Theme 6: Training facilities must be provided to employees to carry out proficient operational
functions.
20
Yes
No
May be
0 5 10 15 20 25 30 35 40
35
10
5
Frequency

Interpretation- According to above diagram, it can be interpreted that the firm whose are
implementing technical advancement are must provided training facility to their employees. It is
essential to carry out firm activities effectively. It helps to facilitate efficient growth so that firm
can able to process its business activities in systematic and efficient mode. Thus, there are total
number of 50 respondents, out of which 30 said yes, 10 said no and other 10 are not sure about it.
Furthermore, it can be said that effective training facility will lead to have better and efficient
growth and it helps to provide greater advantage.
Theme 7: Technical advancement helps to have positive impact over performance of an
enterprise.
21
30 10
10
Yes
No
May be

Interpretation- As per the above diagram, it has been interpreted that technological
advancement is useful to foster business growth as it helps to bring positive performance. In this,
technical advancement brings long term growth to an enterprise. There are total number of 20
respondents. In this, 35 were agreed, 10 were not agreed and other 5 are not sure of it.
Furthermore, it helps to encourage use of new and innovative move of business which improvise
experience of employees, customers, stakeholders and partners with better use of technical
advancement.
Theme 8: Improved customer satisfaction is main aspect of implementation of digitalisation.
22
Yes
No
May be
0 5 10 15 20 25 30 35 40
35
10
5
Frequency

Interpretation- From above diagram, it can be interpreted that satisfaction of customer, loyalty
and retention are been essential for survival and growth to the enterprise. In this, strong buyer
experience will lead to have more sales. Thus, total number of respondents are 50. in this, 20
were agreed that it is need to be implemented in order to improvize satisfaction of customers, 5
were agreed 15 were agreed that it helps to reduce wastage and 10 said it is beneficial in terms to
have effective performance so that Qbic can able to run its operation proficiently.
e) Presentation of the findings
Theme 1: The qbic hotel is providing Accommodation and food facility to their customers.
1. In what sector business is
running? Frequency %
Accommodation & Food 50 100.00%
Manufacturing 0 0.00%
Construction 0 0.00%
health and social work 0 0.00%
Total 50 100.00%
23
15
10
20
5
Reduction in wastage
Improvement in performance
level
Improvize customer
satisfaction
Better quality services

Theme 2: Digital technology is helpful in running day to day operations.
2. Does the Qbic hotel use
digitalisation in its day to day
running? Frequency %
Yes 34 68.00%
No 10 20.00%
May be 6 12.00%
Total 50 100.00%
Theme 3: Technological advancement is useful for effectively running business activities.
3. Do you believe technological
advancement are effectively
useful? Frequency %
Agreed 25 50.00%
Strongly agreed 15 30.00%
Disagree 5 10.00%
strongly disagree 5 10.00%
Total 50 100.00%
Theme 4: Better quality service can possible with use of digitalisation approach.
24

4. Why have you implemented
technological advancement in
daily operations of Qbic hotel? Frequency %
To improvise employer to
employee relationship 15 30.00%
For improvize departmental
function 10 20.00%
To facilitate effective
recruitment 5 10.00%
Better quality services 20 40.00%
Total 50 100.00%
Theme 5: Technological advancement is helpful for having profitable and productive growth.
5. Is digitalisation aids
profitability and productivity to
an enterprise? Frequency %
Yes 35 70.00%
No 10 20.00%
May be 5 10.00%
Total 50 100.00%
25

Theme 6: Training facilities must be provided to employees to carry operational functions.
6. Are employees of Qbic are
providing effective training to
facility to their employees ? Frequency %
Yes 30 60.00%
No 10 20.00%
May be 10 20.00%
Total 50 100.00%
Theme 7: Technical advancement helps to have positive impact over performance of an
enterprise.
7. Do you believe technological
advancement has positive
impact over performance of an
enterprise? Frequency %
Yes 35 70.00%
No 10 20.00%
May be 5 10.00%
Total 50 100.00%
Theme 8: Improved customer satisfaction is main aspect of implementation of digitalisation.
8. What are beneficial aspects
of digitalisation? Frequency %
26

Reduction in wastage 15 30.00%
Improvement in performance
level 10 20.00%
Improvize customer satisfaction 20 40.00%
Better quality services 5 10.00%
Total 50 100.00%
f) Conclusion, reflection and recommendation
Conclusion
From the data analysis and present study, it can be concluded that Qbic hotel determines
accommodation facilities in appropriate manner with using digital technology. With respect to
focus on this consideration, more customers could be attracted easily in the selected enterprise.
However, there is no respondent has views towards manufacturing, construction and health and
social work. This is because, appropriate accommodation facility helps to develop more
significant advantages at workplace. Furthermore, it can be summarised that maximum number
of respondents are highly agreed with technological advancement to run smooth functioning in
business activities. Therefore, it increases digitalisation and increment in revenue to promote
more creative work.
Moreover, report carried to articulated about better quality services with using
digitalisation approach. Advancement in daily operations assists to Qbic hotel to gain
profitability and productivity in systematic manner. At workplace, improvements in facilities and
recruitment develop appropriate work in positive consideration. It helps to develop significant
advantages to make productive growth and profitable outcomes as well. Along with this, report
carried functioning to increase training facilities that are provided for operational functions.
Employees consist productive and effective training that increases more systematic work
performances at workplace. It also develops knowledge and understanding to focus on new areas
operations.
27

Along with this, report also discussed about improvement in customer satisfaction so that
they can refer their friends and relatives as well. It assists to grow more profitability and
effectiveness with digitalisation. Better work performances helps to produce more creativity and
effectiveness at workplace. Better quality services assists to maintain more growth and
development in the business which carry several aims and objectives in the business.
Furthermore, data analysis also concluded that employees of Qbic hotel believe that
advancement technology impact positive on overall performances and it considered creativity in
business in positive way.
Reflection
From the present study, I had learned several things which helps to increase my
understanding and knowledge as well. In this regard, technological advancement activities
considered attract several customers in it. With the help of interacting with respondents, I have
gain more information towards business outcomes. Digital technology assists to increase my
understanding towards appropriate functioning which develop significant advantages at
workplace. It specially helps to increase understanding to work for day to day operations
successfully. As a result, Qbic hotel will able to gain their effectiveness in systematic way at
workplace. Advancement in technology also increases creativity which would be beneficial for
me to promote tools and techniques.
Furthermore, I had learnt to facilitate better quality services which would be helpful to
operate functioning in effective manner. Improvement in digitalisation assists to operate more
and effective consideration at workplace of research. Therefore, better services in Qbic hotel also
beneficial to make desired results at workplace in positive manner. As a result, it helps to attain
overall goals and targets in systematic way. Furthermore, I had learned significant work
performance which helps to develop my understanding and knowledge in positive way.
Learning over research methodology and its different tool was interesting as I learned
about different tools of research which used for different purposes. I learned about research
philosophy is the tool that helps in gaining understanding over research phenomenon that
includes data collection and data analysis. It derives the way in which researcher will be
collecting and interpreting information to gain viable results. Apart form this the best part of
methodology was choosing sampling methods as the sampling techniques were unique and
assisted in outlining motive of choosing random sampling see majority of researcher are based
28

on random sampling method because it reduces the risk of getting bias results. However, I feel
stratified sampling I also effective sampling method because it helps in collection of accurate
facts and findings. Also, I learned about quantitative analysis for which I used SPSS that helped
me in gaining numerical outcomes for the study in which I managed interpretation in form of
thematic presentation. However, in accordance with methodology I feel qualitative analysis is
also effective research tool when making use inductive approach and descriptive design because
it promotes logical reasoning of collected facts.
Along with this, I had understood that digitalisation is most important consideration in
day to day life. Therefore, technological advancement is more useful to operate systematic work
in positive consideration. Maximum number of respondents strongly agreed with technological
advancement implementation in order to run day to day activities. Therefore, better quality
services also expanded in systematic manner. Digitalisation assists to develop more profitability
and productivity to make high growth in the business environment. As a result, I can increase my
understand level regarding it.
Recommendation
In Qbic hotel, there are several facilities considered in small consideration so that it is
important to focus on the development of business with using several technological tools.
Furthermore, it deals in small sector so that following are certain recommendations has been
provided to develop more creativity and effectiveness at workplace: Track and measure performances: There are multiple tools and techniques has been
used to track and measure performances. In this regard, Qbic hotel should track and
measure appropriate performances so that attraction of customers increases easily. In
order to measure progress, hotels need to create appropriate baseline and standard to
respond towards guest request. Standards assists to ensure that consistent level of services
properly implemented for improvement. It assists to make sure that experience also
continuously develop to combine different types of metrics. Comprehensive scorecards
track with more different metrics on the basis of guest request and problem solution.
Brand advocacy and sentiment on travel review sites also continuously increases to
measure progress and setting baseline. Staff incentives to guest satisfaction: In order to focus on enhance guest experience,
Qbic hotel should implement financial rewards at a particular place. Such kinds of
29

rewards includes bonuses that based on percentage which develop Net Promoter Score.
For each manager, guest survey results has been assessed to deal with aim and objectives. Focus on guest segments that stand to benefit most: Moreover, Qbic hotel must identify
their customer interest to interact with them in positive manner. With the help of
appropriate plan and time, it can be stated that facilities also expanded continuously in
entire department. Time and money major elements on which staff members should
concentrate to spend across the property (5 Recommendations for Optimizing the Guest
Experience, 2018).
 Capture and analyse feedback from guests: With respect to deal among several numbers
of customers, it is important to focus on feedback provided by guests. This is because,
interest of guests could be identified with using feedback analysis. It will increase
exclusive work in positive consideration. Relationship with more guests assists to feel
comfortable among people.
30

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Appendix
1. In what sector business is running?
 Accommodation & Food
 Manufacturing
 Construction
 health and social work
2. Does the Qbic hotel use digitalisation in its day to day running?
 Yes
 No
 May be
3. Do you believe technological advancement are effectively useful?
 Agreed
 Strongly agreed
 Disagree
 strongly disagree
4. Why have you implemented technological advancement in daily operations of Qbic hotel?
 To improvise employer to employee relationship
 For improvize departmental function
 To facilitate effective recruitment
 Better quality services
5. Is digitalisation aids profitability and productivity to an enterprise?
 Yes
 No
 May be
6. Are employees of Qbic are providing effective training to facility to their employees ?
 Yes
 No
 May be
7. Do you believe technological advancement has positive impact over performance of an
enterprise?
 Yes
33

 No
 May be
8. What are beneficial aspects of digitalisation?
 Reduction in wastage
 Improvement in performance level
 Improvize customer satisfaction
 Better quality services
34