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Research Project on Impact of Quality Service on Consumer Satisfaction in Hospitality

   

Added on  2020-06-05

37 Pages8554 Words77 Views
RESEARCH PROJECT(Impact of quality of services on the customer satisfaction in hospitality industry)

AbstractHospitality industry is facing huge competition. There are many hotels which are offingluxurious 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 hospitalityindustry. Present study describes various ways through which hotel can maintain its quality ofservices.

AcknowledgmentThis work would not be possible without Professor John, he was the biggest support for me. I amgrateful to all my peer group, friends those who have supported me during my research. I wouldlike to thank to my family those who have motivated me and encourage me for completing thisstudy

Table of ContentsRESEARCH TITLE ..............................................................................................................6Research project Description..................................................................................................6RESEARCH AIMS AND OBJECTIVES, HYPOTHESIS....................................................6Factors that contribute to process of project selection...........................................................6Literature review....................................................................................................................7Research Methodology...........................................................................................................7Action plan.............................................................................................................................8REFERENCES..............................................................................................................................10Chapter 1: INTRODUCTION .......................................................................................................111.1 Research project description...........................................................................................111.2 Factors contribute to the process of research project specification................................131.3 Literature review............................................................................................................13`1.4 Research methodology..................................................................................................181.5 Structure of the project...................................................................................................20CHAPTER 2 .................................................................................................................................222.1 Matching resources effectively.......................................................................................222.2 Description on the research investigation in relation to process and agreed specification. ..............................................................................................................................................222.3 Define the recording and collecting relevant data wherever its seems appropriate. .....23CHAPTER 3: METHODOLOGY.................................................................................................233.1 Research evaluation techniques......................................................................................233.2 Data collection................................................................................................................243.3 Data analyses and discussion..........................................................................................25CHAPTER 4 .................................................................................................................................314.1 appropriate media presentation. .....................................................................................31CHAPTER 5: CONCLUSION AND RECOMMENDATION.....................................................32Conclusion............................................................................................................................325.2 Recommendations..........................................................................................................325.3 Areas of further study or consideration..........................................................................33

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

Topic- To identify the impact of quality of services on the customer satisfaction as per thehospitality 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 DescriptionIn the world there are different type of strategies are using by the companies in order tomeet the Customer satisfaction. With the help of this the company is able to gain maximumamount of profit. The main object of the firm is to take effective steps in order to provide variousfacility in order to raising the satisfaction of the customers. To carry out the process of researchin effective manner the whole activity is taken into consideration. In this manner the entity has toframe various strategies with the help of which impressive implementation procedure can betaken. This is the most important activity in order to full fill the satisfaction of customer. RESEARCH AIMS AND OBJECTIVES, HYPOTHESISAim : To access the effect on the quality of service in order to maintain the customer satisfactionwithin 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 customersatisfaction at the grosvenor House hotel.To determine the relation between customer and staff of hotel. Factors that contribute to process of project selectionHospitality 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 increasesdevelopment opportunities for this industry. Customers are major source of revenue for anyorganization; and long-term retention of clients is regarded as key to success for the businessunit. Hotel industry do offer a wide range of services that are intangible in nature; therefore, themonetary 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 rangeof 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 qualityimpacts customers’ satisfaction. Also, a focus is driven on measuring the intangible componentsof service industry & the way it enhances customer satisfaction. Finally, considering specificallyGrosvenor House hotel has helped in identifying the expertise required by hospitality industry;and loopholes involved in delivering intangible services to customers. Literature reviewAn organization’s success depends upon the way it retains customers for long run. Aservice industry needs to understand the customers’ perception due to involvement ofintangibility into business offerings. According to (Zameer, Tara and Mohsin, 2015), quality ofservices 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 tobusinesses. Henceforth, it seems to be an essential element for hospitality sector to measurequality of services offered. (Khan and Fasih, 2014); supported the fact by providing an evidenceof 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 designingits offerings; since value proposition tends to be highly based on consumers’ perceptions. ((Khan and Fasih, 2014)) claimed that hospitality industry needs to enhance quality ofservices offered so as to retain customers for long run. It is through creating a value in form ofboth tangible & intangible offerings that the customers tend to get satisfied. Further, theorganization need to deliver services that has been promised at the first instance. This in turnwould ensure the customer retention for long run. Service quality is expected to impact customersatisfaction; since they tend to develop an expectation while purchasing services from any hotelunit. Research MethodologyIt is essential for researcher to determine suitable ways and methods that are applicable toconduct the research work in an efficient manner. The research proposed herewith is conductedthrough 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 ofliterature review. On other hand, primary information will be collected through sample ofcustomers. In order to conduct the analysis, a sample of 50 customers is expected to be selectedwho will be asked to fill questionnaire. It is through adoption of random sampling technique thatsample of customers will be selected. Finally, the data accumulated will be analysed throughadoption of thematic analysis; whereby distinct sets of themes will be created. The arguments infavor and against of themes are derived on the basis of frequency distribution & graphicalpresentation. The researcher has ensured to meet all ethical obligations while conducting theresearch work. Action planIn order to conduct research work in an effective manner; it is essential to frame a schedule ofactivities with specific deadlines. In order to plan effective completion of the research intoconsideration; a gantt chart & network diagram is constructed underneath: Table 1: List of activitiesSr. No. ActivitiesList of activitiesWeeksPreceding activities1AMeeting with supervisor12BDrafting of proposal1A 3CSubmission of proposal2B4DGetting proposal approved1C5EConducting Literature review5D6FCollection of primary information4D7GAnalysis of data4E,F8HInterpretation of data3G9IDrafting the research project4E,G10JReviewing the project2I11KFinalizing the project1J12LSubmission of the final project1K

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