Research Project

“ To identify the impact of performance and
employees characteristics on satisfaction of
customers at Hilton hotel UK”

Aim and Objectives
“ To identify the impact of performance and employees characteristics
on satisfaction of customers at Hilton hotel UK”
• To understand the concept of customer satisfaction, employees
performance and their characteristics.
• To determine the relationship between customers satisfaction and
employee performance on Hilton hotel UK.
• To identify different techniques which are helpful to improve
performance level.
• To recommend strategies that will enable to raise employees
performance at Hilton hotel.

Research Methods
• Approach: Inductive
• Philosophy: Interpretivism
• Data Collection
Primary Data: Customers of Hilton through Questionnaire
Secondary Data: Books, journals, online articles, newspaper
• Sampling: Purposive Sampling (Non-probabilistic)
Sample Size: 10 Customer
• Data Analysis: Thematic Analysis (Qualitative)

Data Analysis
Theme 1: Satisfaction with the performance of employees in terms of services that is
provided at Hilton hotel UK
3
5
2 3
7
Strongly satisfied
Satisfied
Neutral
Dissatisfied
Strongly dissatisfied

Cont...
Theme 2: Satisfaction is affected with employees performance at Hilton hotel UK.
Strong agree Agree Neutral Disagree Strongly disagree
0
1
2
3
4
5
6
7
8
9
8
4
1
3
4 Frequency

Cont...
Theme 3: Characteristic that an employee should have at Hilton hotel
4
6
5
5
Problem solving
Patience
Politeness
Positivity

Thank You