Research Project

2 assignments

RESEARCH PROJECT
(TO DETERMINE THE IMPACT OF QUALITY
SERVICE OFFERED BY AN ENTITY ON THE
CUSTOMER SATISFACTION LEVELS: A
CASE STUDY ON HILTON HOTEL)
)

TASK 3

THEME 1 GENDER OF CUSTOMERS

THEME 2 AGE OF CUSTOMERS OF
HILTON HOTEL

THEME 3 FREQUENCY OF VISIT OF CUSTOMERS
IN THE HILTON HOTEL

THEME 4 COMPETITORS OF HILTON HOTEL

THEME 5 FACTORS INFLUENCING THE DECISION
OF CUSTOMERS WHILE PURCHASING SERVICES IN
HILTON HOTEL

THEME 6 SUM OF MONEY ON AN
AVERAGE SPEND BY CUSTOMERS

THEME 7 QUALITY EVALUATION OF SERVICES
OFFERED BY EMPLOYEES OF HILTON HOTEL

THEME 8 OPINION OF CUSTOMER REGARDING
HYGIENE MEASURES FOLLOWED BY AN ENTITY

THEME 9 HILTON HOTEL GIVE PREFERENCE TO
THE SAFETY OF CUSTOMERS OR NOT

THEME 10 OVERALL AMBIENCE OF HILTON HOTEL
IN ATTRACTING ITS CUSTOMERS

THEME 11 RANK OF HILTON HOTEL AGAINST
THEIR COMPETITOR

REFERENCES
 Rahimi, R. and Kozak, M., 2017. Impact of Customer
Relationship Management on Customer Satisfaction: The Case
of a Budget Hotel Chain.Journal of Travel & Tourism Marketing.
34(1). pp.40-51.
 Delcourt, C., Gremler, D., De Zanet, F. and van Riel, A., 2017.
An Analysis of the Interaction Effect between Employee
Technical and Emotional Competencies in Emotionally
Charged Service Encounters. Journal of Service Management.
28.
 Grisé, E. and El-Geneidy, A., 2017. Evaluating the relationship
between socially (dis) advantaged neighbourhoods and
customer satisfaction of bus service in London, UK. Journal of
Transport Geography. 58. pp.166-175.
 Agarwal, A., Singh, D. and Agrawal, G., 2017. PRM index: a
customer satisfaction enhancement tool for Indian automobile
sector. International Journal of Management Practice. 10(1).
pp.49-74.