Customer Satisfaction in Hotel Industry

This assignment examines the relationship between service quality and customer satisfaction within the hotel industry. It requires you to analyze research papers and articles that explore how various aspects of service delivery, such as staff behavior, facilities, and overall customer experience, contribute to customer satisfaction. Additionally, the assignment prompts you to consider factors influencing customer loyalty and brand image based on their experiences in hotels.

RESEARCH PROJECT
(Impact of quality of services on the customer satisfaction in hospitality industry)

Abstract
Hospitality industry is facing huge competition. There are many hotels which are offing
luxurious services to their guest in order to retain them in the organization for longer duration.
Current study discusses impact of service quality on consumer satisfaction level in hospitality
industry. Present study describes various ways through which hotel can maintain its quality of
services.

Acknowledgment
This work would not be possible without Professor John, he was the biggest support for me. I am
grateful to all my peer group, friends those who have supported me during my research. I would
like to thank to my family those who have motivated me and encourage me for completing this
study

Table of Contents
RESEARCH TITLE ..............................................................................................................6
Research project Description..................................................................................................6
RESEARCH AIMS AND OBJECTIVES, HYPOTHESIS....................................................6
Factors that contribute to process of project selection...........................................................6
Literature review....................................................................................................................7
Research Methodology...........................................................................................................7
Action plan.............................................................................................................................8
REFERENCES..............................................................................................................................10
Chapter 1: INTRODUCTION .......................................................................................................11
1.1 Research project description...........................................................................................11
1.2 Factors contribute to the process of research project specification................................13
1.3 Literature review............................................................................................................13
`1.4 Research methodology..................................................................................................18
1.5 Structure of the project...................................................................................................20
CHAPTER 2 .................................................................................................................................22
2.1 Matching resources effectively.......................................................................................22
2.2 Description on the research investigation in relation to process and agreed specification.
..............................................................................................................................................22
2.3 Define the recording and collecting relevant data wherever its seems appropriate. .....23
CHAPTER 3: METHODOLOGY.................................................................................................23
3.1 Research evaluation techniques......................................................................................23
3.2 Data collection................................................................................................................24
3.3 Data analyses and discussion..........................................................................................25
CHAPTER 4 .................................................................................................................................31
4.1 appropriate media presentation. .....................................................................................31
CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................32
Conclusion............................................................................................................................32
5.2 Recommendations..........................................................................................................32
5.3 Areas of further study or consideration..........................................................................33

REFERENCES..............................................................................................................................34
Appendices.....................................................................................................................................36

Topic- To identify the impact of quality of services on the customer satisfaction as per the
hospitality industry: on the case study of “ Grosvenor House hotel.
RESEARCH TITLE
The effect of services quality and satisfaction of customer within hospitality industry.
Research project Description
In the world there are different type of strategies are using by the companies in order to
meet the Customer satisfaction. With the help of this the company is able to gain maximum
amount of profit. The main object of the firm is to take effective steps in order to provide various
facility in order to raising the satisfaction of the customers. To carry out the process of research
in effective manner the whole activity is taken into consideration. In this manner the entity has to
frame various strategies with the help of which impressive implementation procedure can be
taken. This is the most important activity in order to full fill the satisfaction of customer.
RESEARCH AIMS AND OBJECTIVES, HYPOTHESIS
Aim : To access the effect on the quality of service in order to maintain the customer satisfaction
within the hospitality industry. The case study of “Grosvenor House Hotel”.
Objectives-
 To understand the concept of quality service and customer satisfaction.
 To determine the various factors which are helpful in manner to enhance the customer
satisfaction at the grosvenor House hotel.
 To determine the relation between customer and staff of hotel.
Factors that contribute to process of project selection
Hospitality industry is considered to be one of the fastest growing sectors in recent past.
A high level of growth accompanied with increasing demand for global tourism increases
development opportunities for this industry. Customers are major source of revenue for any
organization; and long-term retention of clients is regarded as key to success for the business
unit. Hotel industry do offer a wide range of services that are intangible in nature; therefore, the
monetary worth paid by customers need to be justified on grounds of quality of both tangible &

intangible component. It is seen that customers have turned to be highly rational in recent past &
the business unit needs to be highly innovative so as to meet desires of customers. A wide range
of research work is carried in past to determine the importance of customer satisfaction. Also,
large number of authors have supported the fact that product quality is an important factor.
However, the research conducted herewith emphasizes on identifying the way service quality
impacts customers’ satisfaction. Also, a focus is driven on measuring the intangible components
of service industry & the way it enhances customer satisfaction. Finally, considering specifically
Grosvenor House hotel has helped in identifying the expertise required by hospitality industry;
and loopholes involved in delivering intangible services to customers.
Literature review
An organization’s success depends upon the way it retains customers for long run. A
service industry needs to understand the customers’ perception due to involvement of
intangibility into business offerings. According to (Zameer, Tara and Mohsin, 2015), quality of
services delivered cannot be quantified or measured. On other hand (Orel and Kara, 2014)
argued that it is on the basis of quality of services that customers do pay monetary value to
businesses. Henceforth, it seems to be an essential element for hospitality sector to measure
quality of services offered. (Khan and Fasih, 2014); supported the fact by providing an evidence
of way customers have distinct set of perceptions for quality of services offered. In the view of
(Zameer, Tara and Mohsin, 2015); the service industry needs to be highly effective in designing
its offerings; since value proposition tends to be highly based on consumers’ perceptions.
((Khan and Fasih, 2014)) claimed that hospitality industry needs to enhance quality of
services offered so as to retain customers for long run. It is through creating a value in form of
both tangible & intangible offerings that the customers tend to get satisfied. Further, the
organization need to deliver services that has been promised at the first instance. This in turn
would ensure the customer retention for long run. Service quality is expected to impact customer
satisfaction; since they tend to develop an expectation while purchasing services from any hotel
unit.
Research Methodology
It is essential for researcher to determine suitable ways and methods that are applicable to
conduct the research work in an efficient manner. The research proposed herewith is conducted
through accumulation of primary & secondary information. The data collected through

secondary sources that are published in form of journals, articles, etc. will be analysed by way of
literature review. On other hand, primary information will be collected through sample of
customers. In order to conduct the analysis, a sample of 50 customers is expected to be selected
who will be asked to fill questionnaire. It is through adoption of random sampling technique that
sample of customers will be selected. Finally, the data accumulated will be analysed through
adoption of thematic analysis; whereby distinct sets of themes will be created. The arguments in
favor and against of themes are derived on the basis of frequency distribution & graphical
presentation. The researcher has ensured to meet all ethical obligations while conducting the
research work.
Action plan
In order to conduct research work in an effective manner; it is essential to frame a schedule of
activities with specific deadlines. In order to plan effective completion of the research into
consideration; a gantt chart & network diagram is constructed underneath:
Table 1: List of activities
Sr. No. Activities List of activities Weeks Preceding activities
1 A Meeting with supervisor 1
2 B Drafting of proposal 1 A
3 C Submission of proposal 2 B
4 D Getting proposal approved 1 C
5 E Conducting Literature review 5 D
6 F Collection of primary information 4 D
7 G Analysis of data 4 E,F
8 H Interpretation of data 3 G
9 I Drafting the research project 4 E,G
10 J Reviewing the project 2 I
11 K Finalizing the project 1 J
12 L Submission of the final project 1 K

As per the critical path constructed above, the research project will take minimum duration of 22
weeks for completion. The researcher needs to abide by schedule presented through Gantt chart.
Further, all deadline should be met so as to avoid all kinds of delay in completion of research
project.

REFERENCES
Journal & Book
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Kaura, V., Durga Prasad, C.S. and Sharma, S., 2015. Service quality, service convenience, price
and fairness, customer loyalty, and the mediating role of customer
satisfaction. International Journal of Bank Marketing, 33(4), pp.404-422.
Khan, M. M. and Fasih, M., 2014. Impact of Service Quality on Customer Satisfaction and
Customer Loyalty: Evidence from Banking Sector. Pakistan Journal of Commerce &
Social Sciences, 8(2).
Mackey, A. and Gass, S. M., 2015. Second language research: Methodology and design.
Routledge.
Orel, F. D. and Kara, A., 2014. Supermarket self-checkout service quality, customer satisfaction,
and loyalty: Empirical evidence from an emerging market. Journal of Retailing and
Consumer Services, 21(2), pp.118-129.
Zameer, H., Tara, A. and Mohsin, A., 2015. Impact of service quality, corporate image and
customer satisfaction towards customers’ perceived value in the banking sector in
Pakistan. International journal of bank marketing, 33(4), pp.442-456.

Chapter 1: INTRODUCTION
1.1 Research project description
As per the present scenario the technology plays crucial role in relation to get success in
the business enterprise. In this the innovation process is to be taken so that firm can improvise its
activities in effective manner. The technology plays the essential role in relation to attract the
more number of the customers. With the help of various kind of the innovative approaches can
earn high amount of profitability and productivity. in order to promote growth and development
opportunities. By delivering good service to the customer they are able to maintain the brand
image of the company. The good services is the foundation of the hospitality industry so with the
help to manage work of all workers are able to provide effective and divine services in manner to
gain the customer satisfaction in the market (Impact of Service Quality on Customer Satisfaction
in Hotel Industry, 2017) In this manner the effective training to be provided to the customer so
that they can also able to interact with them.
Rational- The main object of this study is to provide quality services to the customer’s so
the business enterprise can able to ear n maximum amount of profitability and productivity. With
the help of effect on the customer satisfaction they can able to maintain the brand image of the
company (The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand
Image: Evidence from Hotel Industry of Pakistan, 2014). This is the crucial activity but it is to be
perform in manner to promote growth and development opportunities. In relation to accomplish
this objective it is essential to provide effective training to the customers (KColin and
Vanhoucke, 2014). With the help of this kind of activities the firm is able to maintain the level of
consumer satisfaction. This all working are very helpful in order to grow and expand the
performance of the organisation in relation to get higher success. In manner to have effective and
efficient growth it is important to get feedback from the customers so that they can find out the
areas of improvement and step is to be taken in order to provide services as per their comfort
(Gemünden, Huemann and Martinsuo, 2017). If there is absence or quality of services in
hospitality of hotel than it can hampered the growth of the business enterprise. It can be true to
said that by providing good service the company is able to have customer momentum for the
long time. In order to have consumer retention rate the good and efficient quality of service need
to be provided.

The hospitality service is taking various effective steps in order to provide good
and quality services to the customers (Impact of Service Quality on Customer Satisfaction in
Hotel Industry, 2017). The consumer are totally dependent of the hospitality services in manner
to known the perception and belief of the person. The hotel which is situation in London named
as Grosvenor House hotel is very reputed business enterprise and taking effective steps in order
to maintain the level of satisfaction so that brand image of company can be maintained. The
collection of the resources need to have in order to provide good services so that rate customer
retention can be maintained. In this way the various kind of survey is need to betake in order to
have idea about the need of financial requirements, time period and tools. With the help of
appropriate use of technology and reliable data the all things to be collect in the greet manner. In
this manner the copy rights , legal permission and ethical consideration is need to e taken care at
the time of conducting the whole data of the research.
The following research assignment is based on the services of the Grosvenor House Hotel
and their harsh effect by providing quality services to earn customer satisfaction. This is to be
done in effective manner in order to promote growth and development opportunities. By
delivering good service to the customer they are able to maintain the brand image of the
company (The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand
Image: Evidence from Hotel Industry of Pakistan, 2014). The good services is the foundation of
the hospitality industry so with the help to manage work of all workers are able to provide
effective and divine services in manner to gain the customer satisfaction in the market (Dey,
Clegg and Bennett, 2010). In order to maintain the customer loyalty it is very essential to look
after the customer services so that they can able to have good experience.
Aim and objective
Aim
With the help of this can easily access the effect on the quality of services and customer
satisfaction within the hospitality industry. As per the case study of: “Grosvenor House Hotel”.
Objective
 To take effective step in order to in ordered to maintain the customer satisfaction.
 To analyse the outcome quality of services as per the profit margin and cost of the
business enterprise.

 To recommend the various ways which is helpful to maintain service quality in manner to
have improvement in more efficient manner.
 To identification of the revenue generate in the organisation To provide effective training services to the customer so that they can able to provide
quality of services to the number of consumers.
Research questionnaire
 What are the effect of hospitality services on the customer satisfaction?
 How to influence customer in order to increase the company growth?
1.2 Factors contribute to the process of research project specification
The main object of this assignment is to provide the effective service to the customer in
relation to have enhancement in the profitability and the productivity. In order to run business in
the successful manner it is very important to understand the need of customer and keep them on
priority level. To make the huge revenue it is very important to increase the loyalty of the
customers by focussing over the quality. It is very essential to maintained the brand image in the
market for having longer sustainability of firm.
The company should use upgraded technology so that the brand image of company can
be maintained. The services' sector and hospitality industry is also growing fast in manner to
achieve the maximum amount of profitability. The main object of this kind of firm is to earn
customer satisfaction so that can maintain the rate of consumer retention. This is the fast growing
sector in the economy in this manner they are focussing on providing bets quality of services to
their customers (Darren, 2012). The present assignment is covering the activities of Grosnever
house hotel, it is capable in providing luxury service to their customer, this is managed by the
Marriott internation hotel. The whole research is based on the effect of service quality on the
customer satisfaction. With the help of this kind of activity the company can able to grow in
relation to promote growth and development opportunities. In the present era the customer is the
most important part of the organisation. By providing good quality of service to the customer the
company is able to enhance profitability and productivity.
1.3 Literature review
Literature review is the important chapter win which literatures of other authors on the same
subject is being reviewed. Literature review sup[port the scholar in developing understanding
about the topic and gathering information about the subject area. The main object of the every

business enterprise is to deliver the good and quality services to the customer. The effect of
service quality can be known with the help of area of study of this project. The customer plays
the king role in the organisational activities. This kind of activities should be major considered in
order to provide effective and efficient services to the consumers (Dey, Clegg and Bennett,
2010). The manager of the entity need to take effective step in order to provide good training to
the employees so that they can perform their activities in well and effective manner. In order to
full fill all the working of the business enterprise it is essential to maintain the good relation with
customers in manner to earn maximum profitability and productivity. By behaving in polite and
humble manner and to have good interaction with customer they can able to maintain the brand
image of the business enterprise. This all are the crucial process in order to maintain the profit
scale of the firm (The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and
Brand Image: Evidence from Hotel Industry of Pakistan, 2014).
To take effective step in order to in ordered to maintain the customer satisfaction-
As per the view of Chiu-Chi and et.al, (2013) the main role of the every organisation is to
deliver those kinds of services which is helpful to full fill the need and expectation of customer.
Here, they can enjoy their leisure moment with the best amenities so that they can make this
moment unforgettable. Hence, it is essential to provide effective and efficient services in order to
maintain the service quality to maintain the reputation of the business enterprise in the market.
The Adak and Yumuşak, (2017) also said that with the help of effective working of employees in
the entity the company is able to generate high profit volume. This kind of activities are need to
be perform in order to gain the competitive advantage in the market. In market there are various
hotels who is able to provide good services in this manner there are tough competition ion the
manner. In order to get overcome from this kind of issue the entity need to be more responsible
and should provide attractive offers so that they can gather the attraction of customer (Impact of
Service Quality on Customer Satisfaction in Hotel Industry, 2017). The Azimi and et.al., (2011)
states that the power of handling the customers in the best manner is the foundation of promotion
growth and development opportunities in firm. In order to perform all these activities there
should be present of effective communication with the customer so that they are able to enjoy the
hospitality services.
Analyse the outcome quality of services as per the profit margin and cost of the business
enterprise.

The Adak and Yumuşak, (2017) said that in market there various number of factor are
available which is need to be considered by the hospitality industry. The interaction of the staff
with the customer help to improve the many barriers which can hampered to the growth of the
business enterprise. In order to maintain the good communication the firm is able to provide
better and effective services to the customer. This kind of activities are helpful to earn maximum
level of satisfaction (The Impact of Service Quality on Customer Satisfaction, Customer Loyalty
and Brand Image: Evidence from Hotel Industry of Pakistan, 2014). Contrary to this Dey, Clegg
and Bennett, 2010 also said that the employees should provide effective training so that they can
know they can know how to behave with customer in good manner. It is essential to win the
consumer trust so that firm is able to maintain retention rate. The communication is the one of
the main factor with the help of which they can greet the customer in they can greet the customer
in the best possible manner with the high quality of services. The hotel staff should treat all
consumer in equal manner and take initiatives in relation to provide the luxury services to
employees (Impact of Service Quality on Customer Satisfaction in Hotel Industry, 2017).
According to Customer satisfaction and product's quality makes profit. There is a linkage
between quality and profit, it is considered a competitive source of the organisation leading to
customers satisfaction increasing loyalty, elevating the organisation profit on short and long
term. This means that quality leads to satisfaction, while satisfaction leads to loyalty and loyalty
leads to profit. Customer satisfaction increase the profit of the company and complete the
customer need in their time. Customer satisfaction also gives the opportunity high grow and
popularity to the company by mouth to mouth marketing.
As per the view of Chiu-Chi and et.al, (2013) Customer satisfaction increase the number of
clients, loyalty of customer, quality customer, quality products and quality services. Quantity of
products consumed by the customers, evolving the customers' number and profitability of
company, bringing new clients.
Recommend the various ways which is helpful to maintain service quality in manner to
have improvement
According to Adak and Yumuşak, (2017) quality is defined as the communication or
interaction between the company who provide the services and the consumer, since the costumer
sees the services quality through comparing is expatiations of this service with the actual
performance. According to research addressed the concept of quality defined qualities as the

overall characteristics of a product that shows and reflect the capacity of product to fulfil explicit
and implies needs. It is the specification of a product or a service that generated the ability to fill
explicit and implied needs quality is reaching the gap between the consumer's expectations for
the product's quality and their realization of the actual performance of that product.
According to Azimi and et.al., (2011) the success of overall quality management can not happen
without the full commitment of the top level management. It is also important to take in
consideration the customer's satisfaction when determining the concept of quality the concept of
quality and its ways. Quality is depended between consumer and service provider interaction and
communication which gives satisfaction to the customers. Customer satisfaction is a positive
impression from the customer side towards the consumed product, this impression is formed by
comparing the customer expatiations and actual product services. According to _ describe
consumer quality impact on satisfaction. As per the view of Azimi and et.al., (2011)customer
satisfaction doesn't just impact the business bottom line, it also impacts retention and team
morale.
Identification of the revenue generate in the organisation
As per the view of Azimi and et.al., (2011)_ Revenue is the key of success for any
company. Revenue is the amount of money that a company actually receives during a specific
time, including discounts and deduction for returned merchandise. It is the top line or gross
income figure from which costs are subtracted to determine net income. Revenue is calculated
according multiplying the price at which goods or services are sold by the number of units or
amount sold. Revenue is known as the top line because it is displayed first on a company's
income statement. Expenses are then deducted from revenue in order to obtain net income or
profit the bottom line. There are different ways of calculating revenue, depending on the
accounting method a business employs. Revenue improvement is necessary for the company
because they give good quality of services and product and it will be carry on if revenue will be
increase and employs will be satisfied then customers also will be satisfied.
Once you have identified and measured your key profit drivers, you should developed strategies
to grow them, without increasing costs. Making your business more profitable involves looking
at ways sales revenues as well as decreasing your costs and benchmarking your business to see

where you can save money. You should also prioritise the strategies you have chosen to improve
your profit so you can focus on the most important ones.
As per the view Chiu-Chi and et.al, (2013) find new customers and find the new markets
so that it help to the increase in revenue and generate the more profit. New customers can help
grow your business and new markets research to determine if you could expand your business
into new area. If you started your business in the new area so many people available for the use
your services and product so your business will grow but also grow your revenue. According to
Chiu-Chi and et.al, (2013) If your company gives good quality you can increase your product's
prices. Check if you have prices your goods and services correctly and it you could increase
prices without reducing sales. As per the view of Azimi and et.al., (2011) make strategies to
decrease costs in the way of decrease overheads, decrease direct costs, decrease inventory. In the
inventory stock control is as good way to streamline your business. Decrease indirect costs, for
example, try to minimise waste and errors in your business by training staff, or reduce marketing
costs by using low cost marketing techniques and save energy wherever possible or try find a
cheaper energy supply company.
Provide effective training services to the customer so that they can able to provide quality
of services to the number of consumers.
According to Azimi and et.al., (2011) you can invent in service training, rather than
quality department. This departments track and documents quality issues and work to address
them. As per the view of _ don't stop training employees after their first few days or weeks on
the job. Teach employees that there is always more they can and should be learning about their
job, your business, and how to serve customers and how to sale the product or how to give them
best services. For the good quality you can set up a new employee initiation program. In this
program you can train new workers on quality and services as soon as they start work on the
product and be ready to give services to the customers. The program should include an overview
of your company's approach to service and product. If possible, conduct part of the new
employees' orientation yourself. Lead one of the training sessions to show the new employees
you are committed to the new hire program. This will also give yo a chance to teach company
values in the new hires right away and set the new employees up for success. Make sure to train
your employees to communicate welcome with their body language as well as their words. As
per the view of _ focus on specific actions and attitudes like greeting every customer with a

smile and a hello, helping them with a fitting room and sizing, and making sure their transaction
at the register is fast and pleasant. According to Azimi and et.al, (2011) in the company product
should be clean and services are pure. The most important improvement is listened to feedback
from your customers about services and product. Conduct a quality survey at least once a year
among your customers.
`1.4 Research methodology
Research methodology is considered as essential part of research project. Scholar takes
support of various tools and techniques which help the scholar in carrying out investigation in
effective manner. In the current research project on impact of service quality on consumer
satisfaction level in hotel industry scholar will take support of interpretivism philosophy.
Researcher will involve human being in the study and will collect primary data from them about
service quality and its impact on consumer satisfaction. Furthermore, in the research project
scholar will apply primary data collection sources. Individual will gather information about the
topic by own (Impact of Service Quality on Customer Satisfaction in Hotel Industry, 2017).
Researcher will select customers those who can give accurate answers about hotel service quality
and its impact on their satisfaction level. In addition, scholar will use thematic analyses tool for
analysing the data properly. As current study would be qualitative in nature thus through charts
and graphs individual will be able to present information in effective manner.
With the effective finding of Chiu-Chi and et.al, (2013) has been analysed that the research
methodology is very useful tool in order to have information of the higher background studies
and help in manner to conduct the proper structure of the project. The various description on the
details are to mentioned in the manner rare as specific, logic, straightforward, inclusive with the
reliable content, relevant information, clear and credible this will show that how it is to be
conducted in the proper and well manner within the business environment. In order to analyse
the more number of people there is need to undertake the process of survey in specific manner.
The whole research is to be taken with the help of knowing the customer perception in relation to
business enterprise with the effective using of person experience. The need and expectation of
customers are need to have. In this manner there are following points is to be covered are as data
aggregation, philosophy, conceptualisation, conceptualisation and various ethical issues etc. the
all work should be done with the help of proper using of various tools and techniques which has
been discussed in following manner are as-

Research philosophy: It is one of the main tool of research methodology, it describes
phenomenon of the study. In the current research project scholar has applied interpretivism
philosophy, it has helped the scholar in gathering qualitative information. It has supported in
analysing information about service quality and its impact on consumer satisfaction.
Research approaches- It is to be done with the amount of belief that the researcher will take
initiatives in order to conduct the research and complete it in effective manner. In this manner
there are various kinds of techniques and tools are been provided and this all need to be used by
the researcher in manner to accomplish the expected finding and all data, which will be helpful
to make effective and impressive research project (Taylor, Bogdan and DeVault, 2015). With the
help of this the chances of mistake can be reduced and it is useful in building good
implementation of methodology what has being selected. In this the two methods are been
provided in relation to accomplish the research project. This two ways are as inductive and
deductive. In this the former of the project is need to take effective steps in relation to developed
new theory and to expand patterns in manner to explain them in brief manner. In this manner it
can be shifted to the general content to the specific one.
In this present research project the inductive approach is to be used in order to have
proper research (Smith, 2015). It is based on the higher influences about the customers'
expectation and various services of hospitality in manner to have better and effective services. In
this present study the another method was not taken as there was absence of general content
because it is not having any specific demands.
Research philosophy- It can be taken as the doctrine of the study. In order to have evaluation of
the differed outcome of the research in order to implement the various application. With the help
of adoption of better and effective philosophies are very useful in order to accomplish the goals
and objectives in more specific manner (Mackey and Gass, 2015). In most of the content of the
research approach is to be based of the scientific approaches which is that what is to be believed
to be true.
Research design- With the help of this the aim and objective of conducting the study of the
research can be considered. In order to maintain reliability, ethical consideration and researchers
choose appropriate design. It has to be formulate in the effective structure in order to accomplish
each particulars of the report.

Research type- It is very helpful technique in order to conduct the whole research in effective
manner. It can be done with the help of two methods are as qualitative and quantitative. In this
research study the qualitative method is to be adopted. In quantitative the who thing is based on
the numeric form and statistical tools in manner to analyse the data. The qualitative techniques is
also helpful but in this there is no need of numerical values and it should not be based on the
themes.
Data Analysis- In this two ways of data analysis are taken such are as qualitative and
quantitative. In this quantitative is to be taken in order to solving non-numerical data. In this
present assignment the qualitative has to be chosen because it is not to be based on the numeric
manner. It is very helpful in manner to accomplish the goals of the study. Thematic analysis
technique is being used, it has supported in presenting information in effective manner.
1.5 Structure of the project
The structure of the present research project will be as following: Chapter 1: introduction: In this chapter researcher will give brief overview of the subject
and will frame aim and objective. Chapter 2: Literature review: In this section scholar will review previous literatures in
order to develop better understanding about subject matter. Chapter 3: Research methodology: after reviewing the literature researcher will come to
the next charter which would be research methodology, in this scholar will discuss
various tools which have been taken to complete this research project. Chapter 4: Data collection: In this section scholar will collect data and will analyse then
in order to get valid results.
 Chapter 5: Conclusion and recommendation: It would be last part in which conclusion of
entire study will be drawn and valid recommendation will be presented.
Activities 1th
Week
2nd
Week
3rd
Week
4th
Week
5th
Week
6th
Week
7th
Week
8th
Week
9th
Week
10th
Week
Selection of
research
topic, framing
of aims and

objectives
Literatures
review
research
methodology
Completing
proposal
data collection
Recording
research and
carrying out
the same
Data analysis
Conclusion
and
recommendati
on
Edit and final
submission of
report

CHAPTER 2
2.1 Matching resources effectively.
The main object is to determine the various kind of the factors which will helpful in order
to have large impact over the loyalty of the customers. In addition to this, there are various kinds
of the procedure which works in relation to gather the attraction of more and more customers. In
this it can be true to said that the employees are the assets to the business enterprise. The firm
need to hire the skilled employees so that they are able to contribute maximum in relation to
achieve the high amount of the profitability. In order to run the smooth services it is very
important to understand the roles and responsibilities so that each person is able to work
effectively. The firm need to take the effective steps in relation to give the reward to the
employees so that this kind of the things will be helpful in order to boost the morale of the
employees. This report is giving major focus over to have improvement in the quality of service
which are delivering to the customers. There are the various objectives which is need ot be
considered in the large manner are as-
 To take effective step in order to in ordered to maintain the customer satisfaction.
 To analyse the outcome quality of services as per the profit margin and cost of the
business enterprise.
 To recommend the various ways which is helpful to maintain service quality in manner to
have improvement in more efficient manner.
 To identification of the revenue generate in the organisation To provide effective training services to the customer so that they can able to provide
quality of services to the number of consumers.
Research questionnaire
 What are the effect of hospitality services on the customer satisfaction?
 How to influence customer in order to increase the company growth?
2.2 Description on the research investigation in relation to process and agreed specification.
The investigator of the research need to take effective steps in relation to make the use of
good tool and techniques so that object of the assignment can be full filled. There are differed
kinds of the technique such are as inductive and deductive. In the Inductive approach the

researcher need to analyse the things in the better manner in relation to have the proper outcome.
With the help of the proper structure the good presentation of the report can be represent. In this
there are two kinds of the data collection process has been undertaken such are primary and
secondary. These both techniques are very effective in relation to receive the proper information
of the things in the effective manner. With the help of the adequate information the proper
decision is need to be taken. There are various kinds of the tools such are as observation,
questionnaire and interview.
2.3 Define the recording and collecting relevant data wherever its seems appropriate.
It has been stated that it is very important to collect the useful information in order to
gather the primary and secondary source of information. In this present assignment the sample
size is need to be considered as 50. With the help of collecting the things in the effective manner
they are able to frame the impressive strategies so that each things can be dine in the effective
and efficient manner. The main object of this is to deliver the excellent services to the customer
so that firm is able to deals with the high amount of the profitability.
CHAPTER 3: METHODOLOGY
3.1 Research evaluation techniques
Sampling
Data sampling- it is one of the crucial feature in this tow methods are to be selected such
are as probabilistic and non- probabilistic. The probabilistic is based on the population and non-
probabilistic is having no role of population. For the present research study the simple sample
technique are to be used. Random sampling is being in the current research project, it has
supported in gathering information without any bias.
Data collection
Data collection- in relation to achieve the objective of the research, data collection is to
be considered in prior manner. In this two method are to be given such are as primary and
secondary (Gemünden, Huemann and Martinsuo, 2017). The primary method is to be known as
first hand information, it can be collected directly with the help of the candidates and respondent.
The secondary one is descriptive it can be done with the help of the critical review on the various
topics and it is based on the various studies. In present study the both of the collection method is
to be used. In the secondary method is to be done for conducted useful information such are as

books, data, journals and online articles has chosen. For gathering primary information
researcher has used questionnaire technique. In order to gather secondary data scholar has taken
support of books, journals, internet articles etc. Researcher has selected 50 customers as sample.
Ethical consideration
The researcher has to conducted and followed all the ethical principles in manner to
accomplish this research study. It can be done in the following manner are as-
 The extra care is need to be taken in order to not to harm any participants of this research
study.
 The information is not to be revealed without taking proper approval of the participant.
The privacy and confidentiality of things is need to be maintained (Flyvbjerg, 2013).
 In this present study the equal treatment is need to be given to all the participants in order
to nature of the study.
 The working environment is very important in this the trustworthy and friendly
surrounding need to be maintain on manner to accomplish the objective of the study.
 At the time of completing the research, no harm is to be made to the animals and
environment. This all thing is to be taken care in advanced manner.
 The candidate need to have trustworthy and friendly environment.
 In order to accomplish the objective of the study the whole procedure is to be taken into
specified manner (Flick, 2015).
3.2 Data collection
Theme 1: Time length to visit the Grosvenor House Hotel.
Once in year 23
Twice in year 18
Rarely 9
TOTAL 50
Theme 2: Satisfaction for Services of Grosvenor House hotel
Yes 25

No 18
Sometimes 7
Total 50
Theme 3: the problem should be quickly solved within flat hotel staff in ahead.
Strongly agree 20
Agree 12
Disagree 8
Strongly disagree 6
Neutral 4
Total 50
Theme: 4 the services which is to be considered at the time of selecting Grosvenor House Hotel?
Luxury facilities 26
Concerned facilities 14
No agreement for staying 10
Total 50
Theme 5 is accommodation services are more preferred rather than customized service.
Customized service 28
Room service 14
Special help given by front desk employees 8
Total 50
Theme 6 The number of participant willingly visit the hotel gain.
Do you wants to visit hotel again. Frequency

Yes 32
No 18
Total 50
3.3 Data analyses and discussion
Theme 1: At least for once the individual prefer to visit the Grosvenor House Hotel.
q.1 Have you visited the Grosvenor house in
London for how many times?
Frequency
Once in year 23
Twice in year 18
Rarely 9
TOTAL 50
Interpretation- As per the above mention diagram it can be seen that out of total 50 more than 23
have already visited the hotel. In this it can be seen that customer are highly satisfied with the
services. From the discussion it can be interpreted that maximum people visit Grosvenor house
once in a year or twice in a year. That shows that customers come in the Grosvenor house
frequently.

Theme 2: is services of Grosvenor House hotel is satisfied ?
Do you think services are as per the customer
satisfaction.
Frequency
Yes 25
No 18
Sometimes 7
Total 50
Interpretation- With the above diagram it can be seen that the higher level of customer
satisfaction on the basis of service are as 25 out of 50. It can be seen that the hotel staff is also
taking various steps in order to provide good facilities as per their expectation. From the
discussion it can be interpreted that services of the Grosvenor house are satisfied. Hotel look at
the needs of consumers and accordingly provide them goods and services. It provides healthy
environment to them and resolve their quarries soon. It supports the firm in making people
satisfied towards the brand and attracting them towards Grosvenor house.
Theme:3 the problem should be quickly solved within flat hotel staff in ahead.
Strongly agree 20
Agree 12
Disagree 8

Strongly disagree 6
Neutral 4
Interpretation- From the above discussion it is analysed that 20 respondents have viewed that
they are strongly agreed with this point that hotel staff is required to solve problems quickly. On
other hand 12 answers have said that they are agreed that company definitely resolve quarries
soon. Whereas 8 participants have said that they are disagreed with this part that there is
requirement to resolve problems soon. From the discussion it can be interpreted that consumers
always take interest in quality services, if hotel staff members do not pay attention of their issues
ad do not resolve their quarries soon then it will make them negative towards the brand. Thus, if
firm resolve problems soon then it will sup[port in attracting new consumers and increasing their
satisfaction level as well.
Theme: 4 the services which is to be considered at the time of selecting Grosvenor House Hotel?
Which facilities do you want to prefer most? Frequency
Luxury facilities 26
Concerned facilities 14
No agreement for staying 10

Total 50
Interpretation- With the help of above diagram it can be seen that the most of the visitors want
to have luxury facilities to enjoy their leisure moments. 26 respondents have viewed that they
want to avail luxurious services. On other hand 14 answers said that they like to get concerned
facilities. Whereas 10 respondents have said that No agreement for staying. From the discussion
it can be interpreted that maximum people like to get luxurious services that shows that hotel is
required to offer them quality luxurious services so that people can get satisfied with the hotel.
This can make consumers positive towards the brand and can support in increasing profitability
of the business unit.
Theme 5 is accommodation services are more preferred rather than customized service.
What service you want to have at the time of
visiting apart mental hotel?
Frequency
Customized service 28
Room service 14
Special help given by front desk employees 8

Total 50
Interpretation- As per the above diagram it can be clearly seen that out of 50 more than want to
have customized services. The hotel staff need to take many initiatives in order to provide those
services which can full fill their expectation. From the discussion it can be interpreted that
customized services is most preferable by consumers. Room services are also preferred by
customers in the hotel. Whenever consumers think to go to any hotel then first individual look at
the customized services and room services. If hotels offers them satisfactory these services then
it can help in making people positive towards the brand and can satisfy them.
Theme 6 The number of participant willingly visit the hotel gain.
Do you wants to visit hotel again. Frequency
Yes 32
No 18
Total 50

Interpretation- As per the above diagram it can be seen that out of 50 more than 32 want to visit
the hotel again. They are fully satisfied with the facilities provided by them. In manner to this
they prefer to visit again. From the discussion it can be interpreted that maximum people have
viewed that they like to come to this place again. Services and products of the hotel are as per the
needs of consumers. Company take cares of their guest and provide them healthy environment. It
resolves their quarries soon which supports in attracting more people towards the brand.
CHAPTER 4
4.1 appropriate media presentation.

CHAPTER 5: CONCLUSION AND RECOMMENDATION
Conclusion
Hereby, it has been concluded that present scenario the technology plays crucial role in
relation to get success in the business enterprise. In this the innovation process is to be taken so
that firm can improvise its activities in effective manner. The company should use upgraded
technology so that the brand image of the company can be maintained. The whole research is
based on the effect of service quality on the customer satisfaction. With the help of this kind of
activity the company can able to grow in relation to promote growth and development
opportunities. In the present era the customer is the most important part of the organisation. This
kind of activities are need to be perform in order to gain the competitive advantage in the market.
The main motive behind conducting this research project is to enhance the satisfaction of the
customer on the firm. In order to take effective research approach the inductive on has been
selected so that better and relevant data can be collected. In order to cope up with this kind of
activity they start to take feedback of the consumers in order to have idea about the areas of
improvement. After this it has been noted that this survey was taken on the 70 customer and
asker about the quality and accommodation facilities. The 33 our of 70 has been agreed that it
has been improved. The most of the visitor are happy and satisfied after having services of hotel
and with the help of this it can be ensure that they will visit again. In order to maintain the
reputation of the firm in the market, the organisation need to take various initiatives in order to
deliver the good quality of services so that they can enjoy the leisure moments. The services'
sector and hospitality industry is also growing fast in manner to achieve the maximum amount of
profitability. The main object of this kind of firm is to earn customer satisfaction so that can
maintain the rate of consumer retention. This is the fast growing sector in the economy in this
manner they are focussing on providing bets quality of services to their customers.
5.2 Recommendations
 The staff of the hotel need to take may initiatives in order to provide good and better
services.
 The customer wants to improvement in relation to room services. It is to be sorted fast.
 The hotel should provide attractive discount offer so that customer can be attracted.

5.3 Areas of further study or consideration.
The main objective of the study is to enhance the customer satisfaction in order to earn
profitability and productivity. In order to increase the working efficiency it is essential to cope up
with rivalries of market. By delivering better and effective service the organisation can earn
more amount of profitability and productivity.

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Appendices
1.Have you visited the Grosvenor house in London for how many times?
2.Do you think services are as per the customer satisfaction.
3.Is behaviour of the flat services need to be improved?
4.Which facilities do you want to prefer most?
5.What service you want to have at the time of visiting apart mental hotel?
6.Do you wants to visit hotel again.

1