Research Project

TO ANALYSE THE IMPACT OF
SERVICE QUALITY ON
CONSUMER SATISFACTION
Task 4

Research Aims & Objectives
The main aim of research is to identify the
impact of service quality on consumer
satisfaction: A study on Hilton Hotels.
Considering this topic, some objectives have
been proposed and description of the same
has done down under:
• To understand concept of service quality in
hospitality industry;
• To examine factors which impact consumer
satisfaction in hospitality industry;
• To analyse influence of service quality on
consumer satisfaction in Hilton Hotel;
• To recommend measures for enhancing

Research Questions
From the above framed research objectives,
some research questions have been
developed which will help researcher in
conducting the research in effective manner.
Some of the research questions have been
framed down under:
• What is the importance of service quality in
hospitality industry?
• What are the different factors which
influence consumer satisfaction in Hilton
hotel?
• What usually are the major components of
service quality on consumer satisfaction in