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Customer Satisfaction in Hospitality Sector (DOC)

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Added on  2020-10-05

Customer Satisfaction in Hospitality Sector (DOC)

   Added on 2020-10-05

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RESEARCH PROJECT
Customer Satisfaction in Hospitality Sector (DOC)_1
TABLE OF CONTENTSTopic: To assess impact of loyalty card scheme on customer satisfaction in hospitality sector: Astudy on Hilton hotel........................................................................................................................1Background of study...................................................................................................................1Research aim and Objectives......................................................................................................1Literature Review........................................................................................................................2Research Methodology...............................................................................................................4Timeline of study........................................................................................................................5REFERENCES................................................................................................................................7
Customer Satisfaction in Hospitality Sector (DOC)_2
Topic: To assess impact of loyalty card scheme on customer satisfaction inhospitality sector: A study on Hilton hotelBackground of studyHospitality industry is referred as broad group of business which gives services toconsumers as it is laying special emphasis on customer satisfaction and gives memorableexperience to them. It is highly unique because it is highly relied on free time and discretionaryincome. There will be discussion on influence on consumer with customer loyalty programprovided by hotels on basis of customer satisfaction. Loyalty programs are framed for rewardingthe best customers. There are various business owners who implements reward program forpurpose of retaining current consumers and for getting new one. The loyalty programs such aspoints and frequency programs, rebate or cashback program which has plenty of advantages forhotel along with consumers as well. As these programs provide customer with incentive forbuying it again and again as opportunities are offered for up-sell or cross-sell. Similarly, theseprograms had reflected increment in brand awareness and produced positive return oninvestment.Research aim and ObjectivesAim: To analyse the impact of loyalty card scheme or program with context of customersatisfaction of hospitality sector.ObjectivesTo assess impact of loyalty card scheme.To identify measure of customer satisfaction with hospitality sectorResearch questionWhat is loyalty card scheme?How customer satisfaction is associated with loyalty card program?What are measures for determining customer satisfaction with hospitality sector?Rationale: This study has been evaluated for extracting impact of loyalty card schemewith customer satisfaction with reference to hospitality sector in Hilton hotel. This will helpin maximising performance and for developing strategy as if it had attained positive impactthen will be highly useful for business entity to improve its financial position and competitiveadvantage in market (Research methodology, 2018). Furthermore, most important point is1
Customer Satisfaction in Hospitality Sector (DOC)_3

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