Impact of Brand Loyalty on Organizational Performance - A Case Study on Hilton Hotel

This presentation analyzes the impact of brand loyalty on the organizational performance of Hilton Hotel. It explores the concept of brand loyalty, evaluates marketing strategies, determines customer perception, and provides recommendations for improving brand loyalty.

Research Project
(To analyzing impact of brand loyalty on the organizational
performance- A case study on Hilton Hotel)

Introduction
 Brand loyalty is a situation where a customer fears to buy
another company’s product and services due to lack of
trust. Each and every business organization want to
develop such situation which can provide competitive
advantage in the market.

Research objectives
 To understand the concept of brand loyalty in the context of
Hilton hotel.
 To evaluate the marketing strategies of Hilton Hotel.
 To determine the customer perception on the Hilton Hotel.
 To build relation with the brand loyalty and business
performance of the company.
 To provide recommendation improve brand loyalty

Data analysis
In this report thematic analysis will be used in order to
construct a report in an effective manner.

Theme 1 Customer frequency on Hilton Hotel
visit.
Yes No
0
2
4
6
8
10
12
14
16
18
20
18
2

Theme 2 Customer point of view of key element of
Brand loyalty.
A) Customer
satisfaction
B) Price C) Repurchase D) Product quality E) Any other
0
2
4
6
8
10
12
10
3 3 2 2

Theme 3 Customer time frequency of Hilton Hotel
visit.
410
2
4
A) None B) One time C) two time D) More than two times

Theme 4 Customer perception on Hilton Hotel
promotional mix.
A) Product B) Price C) Place D) Promotion
0
2
4
6
8
10
12
14
12
6
1 1

Theme 5 Customer opinion on to switch the
Hilton Hotel.
Yes No
0
2
4
6
8
10
12
14
16
14
6

Theme 6 Major competitors of Hilton Hotel
in the customer point of view.
8
6
4
2
A) Marriott International B) Starwood Hotels and Resorts
C) Accor Hotels D) Any Other

Theme 7 Customer opinion on the awareness
about the online services of the company.
Yes No
0
2
4
6
8
10
12
14
13
7

Theme 8 Customer opinion on the social media
and its impact on business performance.
10
5
2
3
A) Agree B) Highly Agree C) Disagree D) Highly disagree

Theme 9 Customer point of view on the
improvement of marketing mix.
10
4
2
4
A) Product B) Price C) Place D) Promotion

Recommendation
 Hilton Hotel require to create an effective customer
relationship approach by using various social media tools such
as Facebook, Instagram, You Tube, etc.
 Cited firm also need to communicate with their customers and
tries to identify their changing needs so that they can design
their products accordingly.

References
 Luo, N., Zhang, M. and Liu, W., 2015. The effects of
value co-creation practices on building harmonious brand
community and achieving brand loyalty on social media in
China. Computers in Human Behavior. 48. pp.492-499.
 Bergkvist, L. and Bech-Larsen, T., 2010. Two studies of
consequences and actionable antecedents of brand love.
Journal of brand management. 17(7). pp.504-518.

Thank You