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)