Research Project

Research project
To examine the effect of service quality of
hospitality firm on the buying decision of
customers: A case study on hotel Hilton

Aim and objective
The main aim of present study is “To examine the effect of service quality
of hospitality firm on the buying decision of customers: A case study
on hotel Hilton”.
 On the basis of above mentioned aim following objectives are
formulated:
 To explore the meaning of service quality
 To identify the factors which affect the quality of services given by
hospitality firms.
 To examine relationship between service quality and customer buying
decision.
 To recommend ways of improving service quality of hotel Hilton.

Theme 1 Empathy is the major service quality dimensions which
motives customers to use the services of hotel Hilton
Reliability Responsiveness Tangibility Assurance Empathy
0
0.1
0.2
0.3
0.4
0.5
0.6
Percentage