Research Project

With merit and distinction points

Research topic
To analyse the impact of quality
services on customer satisfaction in
hospitality industry: A case study of
Marriott.

Rationale aim and rationale
The present research project is prepared with an aim to
analyse the impact of quality services on customer
satisfaction: A case study of Marriott. Earlier, several
studies were done on this selected topic but effective
conclusion is still not evaluated.

Research objectives
 To define the concept of quality services
 To investigate the importance of consumer
satisfaction in hospitality industry
 To evaluate the impact of quality services on
consumer satisfaction in hospitality industry.
 Recommendations

Research methodology
 Research approach
 Research design
 Research type

Conti.
 Data collection
 Sampling
 Data analysis

Theme 1: Customers are using the services
of Marriott once in six months.
Once in six months Once in a year Never used
0
5
10
15
20
25
30
35
40
45
50
percentage

Theme 2: Consumers are satisfied with
the services.
High satisfied satisfied Neutral Dissatisfied
0
5
10
15
20
25
30
35
40
45

Theme 3:Quality service is the major factor
which influences the customers towards
Marriott.
Row 1 Row 2 Row 3 Row 4
0
2
4
6
8
10
12
Column 1
Column 2
Column 3

Conclusion and recommendations
From the above research project it can be concluded that hospitality sector
is one of the leading sector in UK. After tourism, this is another known
revenue generating sector for the government of UK. In addition to this, the
stated sector provides large number of job opportunities to the new
candidates. Besides this, new customers are always good but if the
customer will not come back it will not help the organisation to run for long
time and this can only be done by providing high quality services so that
they are happy with the services provided by the hotel and want to come
back. If the customers are happy they will surely do marketing for you to
their relatives, family and friends through words of mouth that the services
provided by the hotel was amazing However, the industry needs to focus on
the improvement that can be implemented by this industry in order to
increase its productivity. Besides this, as per the report Marriott is taken
into consideration which is another leading brand of UK.