The significance of customer satisfaction over the growth and success of Hospitality industry

This research project aims to analyze the significance of customer satisfaction in the growth and success of the hospitality industry, with a case study on Holiday Inn Hotel Candem Town London. The study will explore the concept of customer satisfaction, its importance for Holiday Inn, and its potential impact on the success of the hotel. The research methodology will involve qualitative analysis and data collection through questionnaires.

Research Project
Propose

Table of Contents
Title: ................................................................................................................................................1
Chapter 1: Introduction ...................................................................................................................1
Chapter 2: Literature Review ..........................................................................................................3
Chapter 3: Research Methodology ..................................................................................................5
REFERENCES................................................................................................................................7

Title:
The significance of customer satisfaction over the growth and success of Hospitality
industry.
Chapter 1: Introduction
Background of the Research
The study aim to analysing the significance of consumer satisfaction over the growth and
success of business, Thus, customer satisfaction is a critical concept that has a wide significance
in the development of organisational operations. Buyers fulfilment is outlined as the affirmative
affection province which is reached through a buyers after making a purchase decision in regards
to a product or service (Noe and et. al., 2017). Therefore, consumer's satisfaction is a crucial
aspect for each business as to gaining maturation and occurrence. Thus, buyers are the primary
consideration of business and the satisfaction of buyers are outlined the maturation and success
of business at market place. In the present investigation work Holiday Inn Hotel Candem Town
London is the chosen organisation, therefore this is British-owned American trade name of
hotels, which is concern over providing satisfaction to their customers. It was founded in the year
of 1952 as a U.S. motel chain and it has mature to be one of the widest hotel chain with around
1173 active hotel in the globe. The base office of the firm is in Denham, Buckinghamshire, UK.
Holiday Inn is the heart of Camden, as the operations of hotel is effective in Candem Town. The
present investigation represents the analysis over the significance of customer satisfaction over
the growth of Holiday Inn Hotel, Candem Town London. In this aim and objectives are created
to support the investigation in the most appropriate way. Literature review will be efficacious in
processing a detailed descriptive framework which will be hard-hitting in enhancing the
apprehension of the research in relation with the chosen subject area. In addition to, in this
investigation, methodology will be supportive in rendering a systematic outline specification to
the researcher to aid the exploration in affirmative way to addressing the issue in right manner to
gaining potential results and outcome.
Rationale of the Research
The research into consideration if relay upon analysing the significance of customer
satisfaction over the succession and development of business, therefore, it is a broad sphere of
investigation that is significant in enhancing the thought and cognition base of individual in
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relation with the selected investigation region (Rai, 2012). Thus, this study is effectual in
exploring the area over determining the significance of the customers over developing operations
of the firm. The range of examination is large and analysis over chosen subject area is
efficacious for singles or one on one learner in gaining cognition regarding the significance of
customer satisfaction and how it could be benefited for the hospitality firm (Dawson and Abbott,
2011). This study is mainly executed for the individual involvement of the investigator,
therefore, researcher wants to develop the self-esteem in relation with the chosen area and this
enhanced knowledge will also be supportive in the future professional development of an
individual.
Research Aim
To investigate the importance of customers satisfaction over the growth and success of
business. A case study on Holiday Inn Hotel Candem Town London.
Research Objectives
 To understand the concept of customer satisfaction in the context of business.
 To analyse the importance of customer satisfaction for Holiday Inn. To determine the potential impact of customer satisfaction over the success of Holiday
Inn.
Research Questions
 What is the concept of customer satisfaction in the context of business?
 What is the importance of customer satisfaction for Holiday Inn?
 What is the potential impact of customer satisfaction over the success of Holiday Inn?
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Chapter 2: Literature Review
This is the most imperative part of an investigation as it is effective in conducting an in-
depth analysis over the chosen subject area (Sun and Kim, 2013). Literature, review is
efficacious in processing the apprehension of a leaner or investigator in relation with the area of
the significance of customer satisfaction and its direct influence over the development and
occurrence of business.
From the views expressed by Sarah Chambers, 2019, buyers fulfilling is mainly defined
as a activity that is determined how happy an individual is with a company's product, service and
capabilities. Customer satisfaction is an effective aspect which is frequently applied in
marketing, therefore, customer satisfaction is a key feature that is needs to be reasoned through
the businesses in respect to attaining higher growth and success at market place. In addition to
this customer satisfaction is recognised as an effective emotional state which is gained through a
customer afters purchasing a product or service from a particular brand (Kim, Cho and Brymer,
2013). A client is fulfilled when they believe they have picked up at any rate as much through a
purchasing experience as the endeavours they put in and when they arrive at the resolution which
their purchaser experience was comparable to they trust it would be. Along these lines, with
regards to cordiality industry, clients are the key perspective as the key focal point of the
business is to giving fulfilment to their clients to the motivation behind accomplishing higher
development and achievement.
According to the opinion analysis by Oscar Kimanuka, 2014, Buyers fulfilment refers as
the leading decisive aspect for determining the quality and the standard which is actually
delivered to the customers by the products, services or by the accompanying servicing. Holiday
Inn, is a sizeable hotel firm that significantly focuses on achieving significant maturation and
development through fulfilling the desires to byers at commercial centre. There are multiple
importance of customer satisfaction for the Holiday Inn like increase in productivity, enhancing
profitability, high brand recognition etc. Therefore, these are the key significance which are
gained by the firm through accomplishing the needs of the buyers (Kandampully, Juwaheer, and
Hu, 2011). In today's scenario, competition within market is on its peak and the primary concern
of businesses is to reaching at the higher edge through satisfying the wants of their rivals in
effective manner rather than their competitors.. However, higher satisfaction of the customer is
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represents as the growth of firm, thus satisfaction of customers are effective in improvising the
retention of byers within work place to execute wider organisational operations.
Customer satisfaction has affirmative impinging on the growth and success of
organisation, therefore, in today's competitive organisational era, organisations from the service
industry are seeking for gratifying the necessity and desires of customers at within commercial
centre via providing them hard-hitting good and services. Organisations are very much concern
over improvising the satisfaction of the customers in regards to processing the operation and
progression of the business. Higher satisfaction of customers are effective in developing the
range of customers, which could be beneficial for the business in achieving significant
maturation and development within commercial centre. In the context of, hospitality business,
customer satisfaction is mainly considered by the businesses for the purpose of attaining higher
maturation and attainment, therefore, higher customers satisfaction increasing the profitability of
the firm.
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Chapter 3: Research Methodology
Research methodology is referred as the path by which investigator needs to conduct
their inquiry in significant direction. Research methodology is the philosophical structure within
which the investigation is executed or the foundation upon which the research is based (Padilla-
Meléndez and Garrido-Moreno, 2014). This part of investigation is relay upon assorted methods
which are effective for analysing the grandness of customer gratification over the development
and occurrence of business, some are defined as under:
Type of Investigation: The selection of appropriate methodology is the key consideration of the
investigator, Thus, this area is comprises over qualitative and quantitative research type. In the
existing research work qualitative is the most suitable tool as it is effectual in executing
elaborated analysis on determining the significance of customer satisfaction over the growth and
success. This tool is effective as is based on observations and can be follow up the interesting
answers of chosen subject area.
Research Philosophy: Research philosophy is defined as a belief regarding a way under which
information is related to a specific subject needs to be collected, used and analysed, Therefore,
this part of analysis is relay upon Interpretivisim and positivism research philosophy and the
selection of philosophy is based over the investigation type. In the considered investigation
work, Interpretivisim is most appropriate for qualitative inquiry and effective in providing
detailed investigation via the assistance of observing human perception (Mohammed and bin
Rashid, 2012).
Data Collection Tools: It is the procedure of collecting information from all relevant sources to
search answers to research issues, test hypothesis and reaching at the potential outcomes. This
section of investigation is encompasses over primary and secondary sources, therefore these two
are significant in gathering valuable data. In the existing research work both the tool will be
applicative in collecting valid or reliable data. There are multiple sources of gathering primary
information like survey, questionnaire, interview, focus group etc. Therefore, in the this present
work primary investigation will be executed via the support of questionnaire (Han and Hyun,
2015). On the other side, secondary information is mainly gathered through books, journals,
published research articles etc. Thus, in the case of present investigation work secondary sources
will be effective in conducting literature review as to developing the understanding of the
learners in regards to the chosen subject area through observing the opinion of authors and
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writers. In this sample size of 30 will be suitable for conducting an in-depth evaluation over the
selected investigation area.
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REFERENCES
Books and Journals
Dawson, M. and Abbott, J., 2011. Hospitality culture and climate: A proposed model for
retaining employees and creating competitive advantage. International Journal of
Hospitality & Tourism Administration. 12(4). pp.289-304.
Han, H. and Hyun, S. S., 2015. Customer retention in the medical tourism industry: Impact of
quality, satisfaction, trust, and price reasonableness. Tourism Management. 46. pp.20-
29.
Kandampully, J., Juwaheer, T. D. and Hu, H. H., 2011. The influence of a hotel firm's quality of
service and image and its effect on tourism customer loyalty. International Journal of
Hospitality & Tourism Administration. 12(1). pp.21-42.
Kim, W. G., Cho, M. and Brymer, R. A., 2013. Determinants affecting comprehensive property-
level hotel performance: The moderating role of hotel type. International Journal of
Hospitality Management. 34. pp.404-412.
Mohammed, A. A. and bin Rashid, B., 2012. Customer Relationship Management (CRM) in
Hotel Industry: A framework proposal on the relationship among CRM dimensions,
Marketing Capabilities, and Hotel performance. International Review of Management
and Marketing. 2(4). pp.220-230.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Padilla-Meléndez, A. and Garrido-Moreno, A., 2014. Customer relationship management in
hotels: examining critical success factors. Current issues in tourism. 17(5). pp.387-396.
Rai, A. K., 2012. Customer relationship management: Concepts and cases. PHI Learning Pvt.
Ltd..
Sun, K. A. and Kim, D. Y., 2013. Does customer satisfaction increase firm performance? An
application of American Customer Satisfaction Index (ACSI). International Journal of
Hospitality Management. 35. pp.68-77.
Online
Chambers, S., 2019. The Importance of Customer Satisfaction. [Online]. Available Through:
<https://www.nicereply.com/blog/importance-of-customer-satisfaction/>.
Kimanuka, O., 2014. Why customer service in hospitality industry is everything. [Online].
Available Through: <https://www.newtimes.co.rw/section/read/183956>.
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