Research Ethics Approval Form

This document provides a template for a Research Ethics Approval Form. It outlines the key aspects researchers must address to ensure ethical conduct in their studies. The form covers informed consent procedures, data protection measures, potential ethical concerns, and post-research data handling. It emphasizes participant well-being, confidentiality, and responsible research practices.

RESEARCH PROJECT
(THE IMPACT OF DIGITAL
TECHNOLOGY ON
BUSINESS)

Table of Contents
Title: To analyse the impact of digital technology on customer satisfaction of the company – A
Case Study on Marriott hotel. .........................................................................................................1
LO 1.................................................................................................................................................1
P1.1 Research proposal................................................................................................................1
P2 Research methods and conduct primary and secondary research...........................................5
LO 2.................................................................................................................................................6
P3 Primary and secondary research with using appropriate methods to conduct business
research........................................................................................................................................6
P4 Data collection........................................................................................................................6
LO 3...............................................................................................................................................10
P5 Communicate research outcomes in appropriate manner for intended audience.................10
LO 4...............................................................................................................................................14
P6 Reflect effectiveness of research methods to meet with objectives.....................................14
P7 Alternative research methodology and recommendation.....................................................15
REFERENCES..............................................................................................................................17
APPENDIX....................................................................................................................................19
Research Proposal Form............................................................................................................19
Research Ethics Approval Form................................................................................................23

Title: To analyse the impact of digital technology on customer satisfaction of
the company – A Case Study on Marriott hotel.
LO 1
P1.1 Research proposal
Background
Customer loyalty is much important element for the business with development of digital
technology implementation. In this way, customer satisfaction also important which includes e-
commerce since the cost serving that decreases number of customer when they are not satisfied.
In this way, several elements includes that are helpful to attain customer satisfaction (Abbasi,
Tarhini and Shah, 2015). For example, convenience, variety seeking, trust, security, social
interaction, etc. In respect to considered the present research, better exploration included that
helps to satisfy customer. In order to implement the digital technology in Marriott hotel main
benefit is that satisfaction and loyalty both are included to attain systematic work performances.
Rationale
In order to implement the digital technology in hospitality industry customer experiences
will be increasing in systematic manner. With the help of delivering superior customer
experience in digital world message could be explore to attain desired results as well. It helps to
provide new possibilities in which it can be stated that how business will able to implement new
possibilities and engage customers as well (Johnson, Mathis and Short, 2016). In respect to
leveraging the digital technologies, the organisation can make decisions towards deep
understanding of customers. Customer intelligence and insight information helps to build the
products that match with customer preference as well. Hence, the organisation can deliver right
product and service at right time through right channel as well.
Aims and objectives
Aim: To analyse the impact of digital technology on customer satisfaction of the company – A
Case Study on Marriott hotel.
Objectives:
 To analysis digital technology implementation in business.
 To understand customer satisfaction in the enterprise.
 To interrelate digital technology and customer satisfaction in Marriott hotel.
1

 To recommends ways through digital technology implement and customer satisfaction
increasing.
Research questions
 What do you understand by digital technology implementation in business?
 What is the customer satisfaction in the enterprise?
 How digital technology and customer satisfaction in Marriott implemented?
 What are the ways you recommend with digital technology implement and customer
satisfaction also increasing?
Introduction of literature review
In this part of the research, there are several authors give their views and ideas to
implement creative aspect in the business. In respect to considered understand the concept of
different people, it can be interpret that research will be understand to develop systematic work
performances.
Digital technology implementation in business
As per the view of Liberato, Liberato and Rocha, (2017), digital services and operations
considered effective results in the business to develop more profits and revenue. In this aspect,
opportunities capture to operate systematic work with dramatically improvements in digital
customer experience. It helps to deliver real benefits in the companies which successfully
execute for customer centric strategies. In the today's market of dynamic value creation and
durable competitive advantages, digital services and operations deliver to reshape the customer
experience. However, Pantano and Migliarese, (2014) stated that growing customer expectations
also make more digital solutions. Hence, advance drive and digital solution preferred to fulfil
customer requirements towards the superior quality. Service drives efforts also made for advance
and refine digital solutions in the business. It is also clear that expectations also continue evolve
quickly that put in the companies to make high profitability against people ability and deliver
services in new ways. In the dynamic and rapidly change, important opportunities build revenue
to increase customer experience and reduce cost as well.
In addition to this, Hussain, Al Nasser and Hussain, (2015) argued that strong focus on
optimising internal capabilities instead considered customer needs and wants. In order to make
strong individual, organisation also solve barrier and accomplish cross functional collaboration.
Digital customer experience and service operations work to lead with the practitioners. As
2

results, it believes that running of uncoordinated efforts with integrated operating model organise
customer journey to buy customer experience for products and services in Marriott hotel.
Customer satisfaction in the enterprise
According to the view of Du Preez and Bendixen, (2015), customer satisfaction is the
important concept that helps to make innovative result at workplace. In this way, every business
can increase their profits and revenue in successful way. It creates opportunities to deal with staff
interaction with several numbers of people in the business environment. There are wide
opportunities to make staff interaction with customers and increase level of businesses. In the
study, it has been measures that improving customer satisfaction also considered as the smile of
them through provide qualified product. In contradicting Mahalaxmi and Ranjith, (2016)
explored their ideas and views that customer satisfaction increasing with invest more money in
business. In this way, customer satisfaction increasing and brand value of enterprise also
developed to implement creative activities at workplace. This system could also understand with
subjective process that assists to compare ideas and reality program to evaluate buying process.
In respect to considered the view of Abbasi, Tarhini and Shah, (2015), relationship of
product quality and customer satisfaction implemented in long term. Therefore, it impacts
positively to deal with new programs and consistent finding the development activities. Quality
term also interpret differently and consistently to make systematic production process. On the
basis of consumer judgement product excellence and superiority develop successfully in the
business environment.
Interrelate digital technology and customer satisfaction in Marriott hotel
As per the view of Duan, Yu and Levy, (2016), digital technology and customer
satisfaction in Marriott are interrelated with each other. This is because, these both term are
considered with quality element that make positive feeling and judgement for the products and
services in business. Customer satisfaction meant different things which need to be answered.
There are several elements included that are related with customer satisfaction and digital
technology as well. For example, time, price, conformity, professionalism, etc. Hence, it is
related to make successful results program in systematic performance in the business. However,
Aggarwal and Bhardwaj, (2016) argued that in research it has been identified that when the
digital technology implemented customer satisfaction also considered for situational
consideration and increase profitability as well. There are several issues occurs with
3

implementation of the characteristics which lead to make decisions towards particular products
and services. Marketing policy also implemented to satisfy customer and make more profit in
systematic way.
In respect to implement the views and ideas of Piccoli, Lui and Grün, 2017), it can be
stated that quality associated with customer satisfaction increase quality level to deal with the
several aspects. As results, it implements value of customers towards products that deducted
from this value. It is true that higher value of the products also related with willing to pay the
price for better product and services. In respect to implement the relationship between customer
satisfaction and digital technology it has been seen that customer are one of the most crucial
aspect in the enterprise. In order to make successful results, on long term goals and objectives
requires at workplace to make loyal base.
Recommends ways through digital technology implement and customer satisfaction increasing
According to the point of Krishen, Berezan and Kachroo, (2016), digital technology is
positive consideration that implemented to focus on the customer requirements and outcomes. In
this way, leverage activities redefine to increase experience as well. As per the market
competition, the chosen organisation need to implement products and services to increase value
proposition and unique experience. With the help of the new business process, digital
transformation begin which redefine the existing business process. It is considered as the entire
operation to optimise the customer feedback. It is the fundamental problem which need to be
solved to increase scope of the recent technology. Rapid growth and adoption implement in the
enterprise is depends on the choice of technology. However, Larivière, Keiningham and Mithas,
(2016) argued that innovation is the main content that helps to develop systematic work
performance in the business environment. In this consideration, it is important to look towards
the unique features that assists to make innovations and positive outcomes at workplace. In this
way, there are more customers engage with employees to make chain. It is also redefined culture
to create dynamic environment where options are changed to make successful results.
On the basis of views of Taylor, Bogdan and DeVault, (2015), define road map is the
important aspect that helps to execute the activities in systematic manner. In this consideration,
hypothesis make on small scale that look towards the plan in business environment. In the phase
of execution, risk also identified that assists to mitigate the milestone. Achievement also
developed to secure the approval from top management aspects.
4

P2 Research methods and conduct primary and secondary research
Research approach
In order to attain creative impact, approach is also crucial element that makes innovative
functioning in the business. It is the way where researcher able to develop appropriate way.
Appropriate process and techniques identified to collect data and analysis to improve results.
There are two types of research approaches such as inductive and deductive (van Hees, Thaler-
Kall and Schulz, 2016). In the present research, researcher used inductive method to execute the
program and developing available data to formulated scholar process. In addition to this, specific
program also developed towards digital technology at workplace.
Research strategy
In the methodologies, there are several elements exist that helps to find effective
outcomes in the business. In this way, research strategy helps to find creative results at
workplace. Researcher also able to interrelate digital technology implementation with customer
satisfaction in systematic way (Johnson, Mathis and Short, 2016). Therefore, it helps to focus on
the measurement that are qualitative and quantitative in the business. In the present research,
quantitative research strategy implemented through useful data has been collected in the
program.
Sampling
In this way, researcher need to assess population that are selected to carry effective
results. In this method, effective functioning developed with opportunities that relates to find
useful information. There is simple random sampling method has been used which carry towards
20 sample size. On the basis of this aspect, whole analysis considered. Selected sample are
employees of the chosen business that helps to find systematic work results (Faber, Bodnar and
Smith, 2016). In the Marriott hotel, it helps to make successful consideration that increase
positive results as well.
Data analysis
Data analysis also play important role in the enterprise to conduct the research in
systematic manner. In this consideration, data analysis considered through different kinds of
qualitative methods that helps to carry systematic process in the business. In this way, thematic
analysis carried to undertake creative results and performance in the enterprise (Ross, Rogers and
5

Duff, 2016). On the basis of respondents views, it has been stated that it helps to make
innovative functions at workplace.
LO 2
P3 Primary and secondary research with using appropriate methods to conduct business research
Cost, access and ethical consideration
In respect to find useful research, there are several elements make positive view. In order
to make positive view towards the themes, it has been analysis that access and ethical
consideration also needed in the research.
 Cost: In order to find views of different people around £580 required. On the basis of
present amount, researcher able to considered proper cost on each activity to accomplish
their desired results as well. In addition to this, research also helps to make innovative
results in the business to develop proper consideration in business (Krishen, Berezan and
Kachroo, 2016).
 Access: Access element also helps to make innovative results at workplace. In this
regard, researcher need to considered access for proper outcomes and attain desired
results. In this aspect, every manager needs to determine proper sharing of information in
the research so that proper outcomes will be gathering (Abbasi, Tarhini and Shah, 2015).
 Ethical consideration: In addition to this, researcher need to considered proper
following of the ethical consideration that are needed to develop effective program. In
this way, proper activities design that assists to develop research outcomes. In this way,
rules, regulations and norms need to be followed properly which assists to make creative
results.
P4 Data collection
Questionnaire
Name:
Age:
Gender:
1. How long are you working within the Marriott?
 3 to 6 months
 6 to 12 months
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 1 to 2 years
 2 to 4 years
 More than 4 years
2. Does customer are satisfied or not with products and services of the chosen business?
 Yes
 No
 Cannot say
3. How much customers are satisfied with products and services of the chosen business?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
4. Which element helps to attract customer towards the Marriott?
 Product and services price
 Product and service quality
 Discount on products and services
 Advertisement of the products and services
 All of these
5. Do you think, employees requires training and development program to deal with customers?
 Yes
 No
 Cannot say
5. As per your opinion, digital technology program increases effectiveness and outcomes in the
business?
 Yes
 No
 Cannot say
6. Digital technology helps to attract more customers with increase their satisfaction level in the
business?
 Yes
7

 No
 Cannot say
7. Which element requires in the Marriott to implement digital technology at workplace?
 Changes in the training methods
 Increasing advertisement
 Require skilled employees to deal with the candidates
Theme 1 In the Marriott, there are maximum people working 2 to 4 years
How long are you working within the
Marriott?
Respondents
3 to 6 months 1
6 to 12 months 2
1 to 2 years 1
2 to 4 years 15
More than 4 years 1
Theme 2 there are maximum people said that customers are satisfied
Does customer are satisfied or not with
products and services of the chosen
business?
Responses
Yes 17
No 2
Cannot say 1
Theme 3 Maximum people are highly satisfied
How much customers are satisfied with
products and services of the chosen
Respondents
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business?
Highly satisfied 16
Satisfied 1
Neutral 1
Dissatisfied 1
Highly dissatisfied 1
Theme 4 In the Marriott, there are all elements requires to increase digital technology
How long are you taking products and
services from Marriott?
Respondents
 Product and services price 2
 Product and service quality 1
 Discount on products and services 1
 Advertisement of the products and
services
1
 All of these 15
Theme 5 Digital technology program increases effectiveness and outcomes in the business
As per your opinion, digital technology
program increases effectiveness and
outcomes in the business?
Responses
Yes 15
No 2
Cannot say 3
9

Theme 6 Digital technology helps to attract maximum customers
Digital technology helps to attract more
customers with increase their satisfaction
level in the business?
Responses
Yes 14
No 3
Cannot say 3
Theme 7 Marriott need to implement digital technology for making changes in training
methods
Which element requires in the Marriott to
implement digital technology at workplace?
Responses
Changes in the training methods 15
Increasing advertisement 3
Require skilled employees to deal with the
candidates
2
LO 3
P5 Communicate research outcomes in appropriate manner for intended audience
Theme 1 In the Marriott, there are maximum people working 2 to 4 years
10

Interpretation: From the above graph, it can be interpreting that there are maximum
respondents stated that they are working from 2 to 4 years. Therefore, they have wide
knowledge towards the business development and attain desired results as well. In this way,
manager needs to look towards the creative perspective that helps to make more systematic
functions and operations in the business environment of Marriott. In addition to this, few
people are working for more than 4 years so that on the basis of it business will be develop
and ascertain creativity at workplace. According to the business goals and objectives, roles
and responsibilities need to share among several people.
Theme 2 there are maximum people said that customers are satisfied
Interpretation: In respect to focus on the above graph, it can be stated that there are maximum
people agreed that customers are satisfied with implementation of the Marriott products and
services. It assists to increases systematic work performances in the business environment
for development of the enterprise. Furthermore, there are some candidates said that
customers are not satisfying with implementation of the innovative products and services in
the chosen enterprise. Hence, the company need to make their concentration on the different
activities through they can attract people in systematic manner at workplace.
Theme 3 Maximum people are highly satisfied
11

Interpretation: In the above graph, it has been interpreted that there are maximum people
highly satisfied with innovative functions and operations of the chosen business. It is the
systematic work performances that make innovative results at workplace. In this
consideration, the chosen business needs to provide more innovative results and functions at
workplace through several customers will be attracted at workplace easily. Furthermore, few
people are only satisfied with products and service implementation in the business for attains
desired results at workplace. As results, it will helps to make targets and goals for
development of the enterprise.
Theme 4 In the Marriott, there are all elements requires to increase digital technology
0
2
4
6
8
10
12
14
16
Respondents
Product and
services price
Product and
service quality
Discount on
products and
services
Advertisement
of the products
and services
All of these
Interpretation: In order to carry the above graph, it has been stated that there are maximum
number of candidates exist that said that Marriott requires all elements such as price, quality,
discount, advertisement, etc. to promote their products and services in different areas of the
world. In this aspect, they can easily focus on the make systematic work performances at
workplace to make desired activities at workplace. It will help to attain more creative results
in the business environment. As per other opinion, the chosen company need to implement
12

only discount at workplace through they will able to attract different people easily. It will
assist to attain desired results for development of the business programs.
Theme 5 Digital technology program increases effectiveness and outcomes in the business
Interpretation: In order to focus on the above graph, it can be stated that there are maximum
people said that digital technology will increase effectiveness of the business and attain
desired results at workplace. In this consideration, it can be stated that there are maximum
people demand to increase advance technology that helps to promote systematic work
performances in the business environment. Furthermore, there are some people who said
that digital technology need to be removed so that effectiveness of the business develop in
proper way at workplace.
Theme 6 Digital technology helps to attract maximum customers
Interpretation: In order to focus on the present graph, it can be stated that there are maximum
people said that digital technology helps to attract customers of the Marriott in systematic
manner. In this regard, business targets based on the innovative elements that make
successful results at workplace. Furthermore, there are some candidates that said that it is
13

not requires in the business environment so that company no need to use it at workplace.
With the help of the maximum customer attraction, it has been said that people can attain
more profits and revenue to deal with the innovative functions and operations in the business
environment.
Theme 7 Marriott need to implement digital technology for making changes in training
methods
0
5
10
15
Responses
Changes in the
training
methods
Increasing
advertisement
Require skilled
employees to
deal with the
candidates
Interpretation: In order to look the present graph, it can be stated that there are maximum
people said that Marriott need to implement digital technology at workplace through they
can increase more systematic work at workplace. In addition to this, it is also useful to make
proper concentration on the competitive environment.
LO 4
P6 Reflect effectiveness of research methods to meet with objectives
In the present research, qualitative strategy consider which assists to develop significant
advantages in systematic manner. With this regard, improvement also needed to implement
digital technology in business. This is because, customer satisfaction is main goal of Marriott so
that I had understood that implementation of advance tool increase their attraction at workplace.
Moreover, it is needed to focus on changes of training methods towards employees to increase
their efficiency and performance towards business objectives. Therefore, I had learned that in the
organisation goals can be accomplish to perform functions and operations in systematic manner.
I understood that customer attraction also develop several other advantages in the business which
would be beneficial to maintain creativity.
14

In respect to develop effective results, from the above report, it can be concluded that
digital technology play very important to role to make effective results. In this way, Marriott
need to concentrate on the unique and creative features that help to attain desired results at
workplace. In addition to this, report provide discussion on the different authors views through it
can be stated that positive results will be generate to overcome problems of the environment.
Customer satisfaction and digital technology implementation are major points that help to attain
more creative results in the business unit. In respect to considered views of the other people, it
can be articulated that enterprise need to make their concentrate on the business goals and
objectives. With the help of the innovative activities, the chosen business will able to share their
goals and objectives with several members easily. As results, it increases effectiveness in the
business. On the other hand, with considered graph, it can be stated that the organisation need to
make their proper concentration on the development of the business and its outcomes.
In addition to look towards the employee’s views, they stated that business need to make
their concentration on the price, quality, unique features, etc. All these elements help to make
creative results in the business environment. Therefore, aims and objectives will be attain in
proper way and considered more systematic work as well (Johnson, Mathis and Short, 2016).
P7 Alternative research methodology and recommendation
In the research, researcher selected qualitative strategy for data analysis. Apart from this,
there is one other option is quantitative research methodology. In this perspective, they can easily
look towards tools and techniques that assists to find valid conclusion from whole research. With
the help of SPSS tools, it can be stated that researcher can make sure more systematic work will
be conducted which would be beneficial to find ways through customers will be attracted easily.
Recommendation
In respect to look towards the above report, it can be stated that Marriott need to make their
concentration on the different perspective which helps to make systematic work performances. In
addition to this, following recommendations could be given in the business environment to focus
on the positive results of the company:
 Unique features and innovations: In respect to make effective results, it is important in
the Marriott to make innovative and unique features. With the help of the innovative
functions, the company able to attain their desired results and compete with other
business as well. In the UK, there are several competitors of the chosen business who
15

provide same products and services in the different areas of the world. In order to solve
this issue, manager of the chosen business need to focus on the some effective advantages
through they are able to attract several people in systematic manner.
 Provide training to all employees: In order to increase systematic work performances, it
is important to provide proper training to all employees in the business. In this aspect, as
per the training and development program effectiveness in the enterprise increases so that
employees deal in systematic manner with all customers. Therefore, it increases
customer’s satisfaction and operations as well. In order to focus on the more profits and
revenue, it is also important to develop systematic work performances as well Liberato,
Liberato and Rocha, (2017).
 Focus on the target market: Furthermore, manager of the chosen business also need to
make their concentration on the target market. In this way, manager able to create more
systematic work performances which assists to make innovative program at workplace. In
addition to this, it will also make proper concentration on the some advance features
which make proper concentration on the customer’s needs and requirements.
Areas for further research
In the selected business, there are several areas exist that assists to make proper research
investigation in the environment. In this aspect, there are more consideration exist on which
researcher need to make their proper focus. It will assist to gather proper and effective research
outcomes through development of the business considered. With this regard, following elements
implemented at workplace to collect more systematic information:
 Analysis impact of social media on consumer preferences
 Implementation of innovations to increase effectiveness of the enterprise.
 Factors in social media that promote to grow business outcomes in different areas of the
world.
From the above research areas consideration, it can be stated that researcher able to find
useful and creative information towards the business. In this way, proper analysis and activities
develop that make systematic work performances in the enterprise. Furthermore, it also helps to
make proper consideration in the business environment and outcomes.
16

REFERENCES
Books & Journals
Abbasi, M.S., Tarhini, A. & Shah, F., (2015). Impact of individualism & collectivism over the
individual’s technology acceptance behaviour: A multi-group analysis between Pakistan
& Turkey. Journal of Enterprise Information Management, 28(6), pp.747-768.
Aggarwal, R. & Bhardwaj, M., (2016). Assessing the impact of relationship quality on online
adoption. International Journal of Business Information Systems, 5(1), pp.1-13.
Du Preez, R. & Bendixen, M.T., (2015). The impact of internal br& management on employee
job satisfaction, br& commitment & intention to stay. International Journal of Bank
Marketing, 33(1), pp.78-91.
Duan, W., Yu, Y. & Levy, S., (2016). Exploring the impact of social media on hotel service
performance: A sentimental analysis approach. Cornell Hospitality Quarterly, 57(3),
pp.282-296.
Faber, C.J., Bodnar, C.A. & Smith, C.S., (2016), June. Narrating the experiences of first-year
faculty in the engineering education research community: Developing a qualitative,
collaborative research methodology. In 2016 ASEE Annual Conference & Exposition.
Hussain, R., Al Nasser, A. & Hussain, Y.K., (2015). Service quality & customer satisfaction of a
UAE-based airline: An empirical investigation. Journal of Air Transport Management,
42, pp.167-175.
Johnson, H., Mathis, J. & Short, K.G., (2016). Critical Content Analysis as a Research
Methodology Kathy G. Short with the Worlds of Words Community. In Critical
Content Analysis of Children’s & Young Adult Literature (pp. 11-25). Routledge.
Krishen, A.S., Berezan, O. & Kachroo, P., (2016). The generation of virtual needs: Recipes for
satisfaction in social media networking. Journal of Business Research, 69(11), pp.5248-
5254.
Larivière, B., Keiningham, T.L. & Mithas, S., (2016). Modeling heterogeneity in the satisfaction,
loyalty intention, & shareholder value linkage: a cross-industry analysis at the customer
& firm levels. Journal of Marketing Research, 53(1), pp.91-109.
Liberato, P., Liberato, D. & Rocha, Á., (2017), December. Generation Y: the competitiveness of
the tourism sector based on digital technology. In International Conference on
Information Technology Science (pp. 227-240). Springer, Cham.
17

Mahalaxmi, K.R. & Ranjith, P., (2016). A Study on Impact of Digital Marketing in Customer
Purchase Decision in Trichy. International Journal for Innovative Research in Science
& Technology, 10, pp.332-338.
Pantano, E. & Migliarese, P., (2014). Exploiting consumer–employee–retailer interactions in
technology-enriched retail environments through a relational lens. Journal of Retailing
& Consumer Services, 21(6), pp.958-965.
Piccoli, G., Lui, T.W. & Grün, B., (2017). The impact of IT-enabled customer service systems
on service personalization, customer service perceptions, & hotel performance. Tourism
Management, 59, pp.349-362.
Ross, C., Rogers, C. & Duff, D., (2016). Critical ethnography: An under-used research
methodology in neuroscience nursing. Canadian journal of neuroscience nursing, 38(1),
pp.4-7.
Taylor, S.J., Bogdan, R. & DeVault, M., (2015). Introduction to qualitative research methods: A
guidebook & resource. John Wiley & Sons.
van Hees, V.T., Thaler-Kall, K. & Schulz, H., (2016). Challenges & opportunities for
harmonizing research methodology: raw accelerometry. Methods of Information in
Medicine, 55(06), pp.525-532.
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APPENDIX
Research Proposal Form
Proposed Title To analyse the impact of digital technology on customer satisfaction of the
company – A Case Study on Marriott hotel.
Section One: Title, objective, responsibilities
Title or working title of research project
To analyse the impact of digital
technology on customer satisfaction of the
company – A Case Study on Marriott hotel.
Research project objectives
 To analysis digital technology implementation
in business.
 To understand customer satisfaction in the
enterprise.
 To interrelate digital technology and customer
satisfaction in Marriott hotel.
 To recommends ways through digital
technology implement and customer satisfaction
increasing.
Section Two: Reasons for choosing this research
project
Reasons for choosing the project
Researcher interest, researcher knowledge,
scope of the present research
19

Section Three: Literature sources searched
Use of key literature sources to support your
research question, objective or hypothesis:
According to the view of Du Preez and
Bendixen, (2015), customer satisfaction is the
important concept that helps to make innovative
result at workplace. In this way, every business
can increase their profits and revenue in
successful way. As per the view of Duan, Yu and
Levy, (2016), digital technology and customer
satisfaction in Marriott are interrelated with each
other. This is because, these both term are
considered with quality element that make
positive feeling and judgement for the products
and services in business. According to the point
of Krishen, Berezan and Kachroo, (2016), digital
technology is positive consideration that
implemented to focus on the customer
requirements and outcomes. In this way, leverage
activities redefine to increase experience as well.
Section Four: Activities and timescales
Activities to be carried out during the research project
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Formulation of research proposal
How long
this will take:
It takes 16
weeks.
20

Preparing aim and objectives
Writing background research study
Assortment of suitable research
methodologies
Data collection by using primary and
secondary sources
Examination of the collected data
Interpretation of collected
information to generate expected
results
Conclusion and recommendations
Submission of draft report
Modifications as per the feedback
comments
Final Submission
Research Proposal Form (contd.)
21

Milestone one: Collection of primary data
Target date (set by tutor): 2 weeks
Milestone two: Modifications as per feedback comments
Target date (set by tutor): 2 Weeks
Section Four: Research approach and methodologies
What type of research approach and methodologies are you likely to use and why?
What your areas of research will cover:
Inductive research approach
Interpretivism research philosophy
Qualitative research strategy
Simple random rampling
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 from project proposal checker (if applicable)
Comments (optional):
I confirm that the project is appropriate.
Agreed: .................................................................................... (name) .................................................................................... date) ......................................................
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Research Ethics Approval Form
All students conducting research activity that involves human participants or the use of
data collected from 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
Project title: To analyse the impact of digital technology on customer satisfaction of the company –
A Case Study on Marriott hotel.
Student name: ...................................................................................
Student ID number: ...................................................................................
Programme: ...................................................................................
College: ...................................................................................
Intended research start date: .............................................
Intended research end date: .............................................
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Section 2: Project Summary
Please select all research methods that you plan to use as part of your project:
• Interviews: 
• Questionnaires: 
• Observations: 
• Use of Personal Records: 
• Data Analysis: 
• Action Research: 
• Focus Groups: 
• Other (please specify): ....................................................................................................................................................................
•
Research Ethics Approval Form (contd.)
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Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Adults: 
How will participants be recruited (identified and approached)? Approached
Describe the processes you will use to inform participants about what you are doing: In written
form
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?
From researcher consent form consider, in written form,
Studies involving questionnaires / interviews: Will participants be given the option of omitting
questions they 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: 
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: 
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Research Ethics Approval Form (contd.)
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?
During the research:
Where will the data be stored? In computer
Will mobile devices such as USB storage and laptops be used?
Yes:  No: 
If yes, please provide further details:
USB and Laptop
After the research:
Where will the data be stored? In excel sheet
How long will the data and records be kept for and in what
format? Till research completed
Will data be kept for use by other researchers?
Yes:  No: 
If yes, please provide further details:
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