Impact of Digital Technology on Customer Satisfaction : Case Study on Marriott hotel
29 Pages8138 Words97 Views
Added on 2020-06-04
Impact of Digital Technology on Customer Satisfaction : Case Study on Marriott hotel
Added on 2020-06-04
ShareRelated Documents
RESEARCH PROJECT (THE IMPACT OF DIGITALTECHNOLOGY ONBUSINESS)
Table of ContentsTitle: To analyse the impact of digital technology on customer satisfaction of the company – ACase Study on Marriott hotel. .........................................................................................................1LO 1.................................................................................................................................................1P1.1 Research proposal................................................................................................................1P2 Research methods and conduct primary and secondary research...........................................5LO 2.................................................................................................................................................6P3 Primary and secondary research with using appropriate methods to conduct businessresearch........................................................................................................................................6P4 Data collection........................................................................................................................6LO 3...............................................................................................................................................10P5 Communicate research outcomes in appropriate manner for intended audience.................10LO 4...............................................................................................................................................14P6 Reflect effectiveness of research methods to meet with objectives.....................................14P7 Alternative research methodology and recommendation.....................................................15REFERENCES..............................................................................................................................17APPENDIX....................................................................................................................................19Research Proposal Form............................................................................................................19Research Ethics Approval Form................................................................................................23
Title: To analyse the impact of digital technology on customer satisfaction ofthe company – A Case Study on Marriott hotel. LO 1P1.1 Research proposalBackgroundCustomer loyalty is much important element for the business with development of digitaltechnology 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, socialinteraction, etc. In respect to considered the present research, better exploration included thathelps to satisfy customer. In order to implement the digital technology in Marriott hotel mainbenefit is that satisfaction and loyalty both are included to attain systematic work performances. RationaleIn order to implement the digital technology in hospitality industry customer experienceswill be increasing in systematic manner. With the help of delivering superior customerexperience in digital world message could be explore to attain desired results as well. It helps toprovide new possibilities in which it can be stated that how business will able to implement newpossibilities and engage customers as well (Johnson, Mathis and Short, 2016). In respect toleveraging the digital technologies, the organisation can make decisions towards deepunderstanding of customers. Customer intelligence and insight information helps to build theproducts that match with customer preference as well. Hence, the organisation can deliver rightproduct and service at right time through right channel as well. Aims and objectivesAim:To analyse the impact of digital technology on customer satisfaction of the company – ACase 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 satisfactionincreasing. Research questionsWhat 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 customersatisfaction also increasing? Introduction of literature reviewIn this part of the research, there are several authors give their views and ideas toimplement creative aspect in the business. In respect to considered understand the concept ofdifferent people, it can be interpret that research will be understand to develop systematic workperformances. Digital technology implementation in businessAs per the view of Liberato, Liberato and Rocha, (2017), digital services and operationsconsidered effective results in the business to develop more profits and revenue. In this aspect,opportunities capture to operate systematic work with dramatically improvements in digitalcustomer experience. It helps to deliver real benefits in the companies which successfullyexecute for customer centric strategies. In the today's market of dynamic value creation anddurable competitive advantages, digital services and operations deliver to reshape the customerexperience. However, Pantano and Migliarese, (2014) stated that growing customer expectationsalso make more digital solutions. Hence, advance drive and digital solution preferred to fulfilcustomer requirements towards the superior quality. Service drives efforts also made for advanceand refine digital solutions in the business. It is also clear that expectations also continue evolvequickly that put in the companies to make high profitability against people ability and deliverservices in new ways. In the dynamic and rapidly change, important opportunities build revenueto increase customer experience and reduce cost as well. In addition to this, Hussain, Al Nasser and Hussain, (2015) argued that strong focus onoptimising internal capabilities instead considered customer needs and wants. In order to makestrong individual, organisation also solve barrier and accomplish cross functional collaboration.Digital customer experience and service operations work to lead with the practitioners. As2
results, it believes that running of uncoordinated efforts with integrated operating model organisecustomer journey to buy customer experience for products and services in Marriott hotel. Customer satisfaction in the enterpriseAccording to the view of Du Preez and Bendixen, (2015), customer satisfaction is theimportant concept that helps to make innovative result at workplace. In this way, every businesscan increase their profits and revenue in successful way. It creates opportunities to deal with staffinteraction with several numbers of people in the business environment. There are wideopportunities to make staff interaction with customers and increase level of businesses. In thestudy, it has been measures that improving customer satisfaction also considered as the smile ofthem through provide qualified product. In contradicting Mahalaxmi and Ranjith, (2016)explored their ideas and views that customer satisfaction increasing with invest more money inbusiness. In this way, customer satisfaction increasing and brand value of enterprise alsodeveloped to implement creative activities at workplace. This system could also understand withsubjective 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 ofproduct quality and customer satisfaction implemented in long term. Therefore, it impactspositively to deal with new programs and consistent finding the development activities. Qualityterm also interpret differently and consistently to make systematic production process. On thebasis of consumer judgement product excellence and superiority develop successfully in thebusiness environment. Interrelate digital technology and customer satisfaction in Marriott hotelAs per the view of Duan, Yu and Levy, (2016), digital technology and customersatisfaction in Marriott are interrelated with each other. This is because, these both term areconsidered with quality element that make positive feeling and judgement for the products andservices in business. Customer satisfaction meant different things which need to be answered.There are several elements included that are related with customer satisfaction and digitaltechnology as well. For example, time, price, conformity, professionalism, etc. Hence, it isrelated 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 thedigital technology implemented customer satisfaction also considered for situationalconsideration and increase profitability as well. There are several issues occurs with3
implementation of the characteristics which lead to make decisions towards particular productsand services. Marketing policy also implemented to satisfy customer and make more profit insystematic way. In respect to implement the views and ideas of Piccoli, Lui and Grün, 2017), it can bestated that quality associated with customer satisfaction increase quality level to deal with theseveral aspects. As results, it implements value of customers towards products that deductedfrom this value. It is true that higher value of the products also related with willing to pay theprice for better product and services. In respect to implement the relationship between customersatisfaction and digital technology it has been seen that customer are one of the most crucialaspect in the enterprise. In order to make successful results, on long term goals and objectivesrequires at workplace to make loyal base. Recommends ways through digital technology implement and customer satisfactionincreasingAccording to the point of Krishen, Berezan and Kachroo, (2016), digital technology ispositive consideration that implemented to focus on the customer requirements and outcomes. Inthis way, leverage activities redefine to increase experience as well. As per the marketcompetition, the chosen organisation need to implement products and services to increase valueproposition and unique experience. With the help of the new business process, digitaltransformation begin which redefine the existing business process. It is considered as the entireoperation to optimise the customer feedback. It is the fundamental problem which need to besolved to increase scope of the recent technology. Rapid growth and adoption implement in theenterprise 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 workperformance in the business environment. In this consideration, it is important to look towardsthe unique features that assists to make innovations and positive outcomes at workplace. In thisway, there are more customers engage with employees to make chain. It is also redefined cultureto 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 theimportant 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 phase4
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
The Impact of Digital Technology on Business Activity : Doclg...
|35
|6607
|390
Digital disruption and transformation to face major challenges in hospitality industry - A Case Study on Marriott hotellg...
|22
|4343
|77
Research Project on Impact of Digital Technology on Qbic Hotellg...
|23
|5180
|311
Business Research Project Contentslg...
|41
|8575
|137
The Impact of Digitalization on Businesslg...
|36
|6076
|449
Importance of Digital Technology on Hospitality Industry : Case Study on hotel Marriottlg...
|42
|10169
|371