Effectiveness of Service Quality on Customer Satisfaction in Westin Hotel

Running head: RESEARCH PROPOSAL
Determine the effectiveness of the service quality provided by the Westin hotel on Regent
Place, on customer satisfaction

RESEARCH PROPOSAL 2
Table of Contents
The problem of Statement and Objective .................................................................................................3
Research design ........................................................................................................................................... 3
Core function ............................................................................................................................................... 3
Information requirements ..........................................................................................................................4
Methodology ................................................................................................................................................4
Data collection methods ..............................................................................................................................5
Qualtrics survey ..........................................................................................................................................6
Sample selection ..........................................................................................................................................6
Ethical considerations .................................................................................................................................6
References ....................................................................................................................................................8
Appendix: Survey through questionnaire (Qualtrics survey)........................................................10

RESEARCH PROPOSAL 3
The problem of Statement and Objective
Westin hotel is taking into consideration towards enhancing the customer satisfaction and its
services. It also faces several challenges regarding customer satisfaction. In hospitality industry,
customer satisfaction is imperative factor for all business organizations. Furthermore, it is
addressed that profitability could be increased and loyalty could also be prominent by developing
a favorable relationship between the customers and the business firm. The key strategy for
resolving the issue is to learn regarding how to identify the needs of consumers as well as
making proper utilization of individual understanding for gaining the level of satisfaction. The
aim of this investigation is to assess how service quality can impact on customer satisfaction of
Westin hotel (Berezina, et. al., 2016).
The key objective of this investigation is to assess the effectiveness of service quality offered
through Westin hotel on Regent Place on the satisfaction of the customer.
The given below objectives would be used to complete the aim of investigation:
a) Respondent’s profile with respect to gender, type of account, education background and
banking experience
b) Service quality in Westin hotel
c) The extent of customer satisfaction in Westin hotel
d) Relationship between service quality and customers’ satisfaction in Westin hotel
Research design
Core function
In this research, applied research would be selected to solve specific issues. The specific issue of
this investigation is to assess effectiveness regarding service quality offered through Westin hotel
on Regent Place on the satisfaction of the customer (Xu, Blankson, and Prybutok, 2017).

RESEARCH PROPOSAL 4
Information requirements
In research study, several kinds of research are practiced by investigator to determine the
research issues in an appropriate way that are named as exploratory, descriptive and explanatory
research. Descriptive research type would facilitate the research scholar to elaborate on the
research concern by offering detailed information about the research concern. Under this, a
hypothesis would be developed by the researcher to conduct the research in the exploratory
research type. Apart from this, explanatory research is referred as the type of research that
addresses the effects and causes among certain variables which are related to the research
concern (Malhotra, Agarwal, and Shainesh, 2018).
Investigator would utilize descriptive research type for this research as it aids the research
scholar in determining effectiveness of the service quality provided by the Westin hotel on
Regent Place, on customer satisfaction. Along with this, this type of research would be effective
in gathering perception and beliefs of research candidates in context of research dilemma
(Adikaram, and Khatibi, 2016). In contrast to this, exploratory research type would not practice
by the investigator for this investigation as the hypothesis is not required for this research as well
as research study is not based on primary research. Moreover, explanatory research is also not
suitable for this research study due to lack of effect and cause relationship (Kuo, et. al., 2018).
Methodology
Mix research design would exercise by the research scholar for this investigation to accomplish
the investigation in a targeted time. Because it entails unique features of both quantitative and
qualitative research design. Furthermore, qualitative research design will be profitable for
evaluating the association between the effectiveness of service quality and customer satisfaction.
Along with this, limitation and barriers of investigation which are aroused during the research