Customer Satisfaction and Delight in Hotels
Added on 2020-02-18
12 Pages1760 Words121 Views
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Running head: MANAGEMENT REPORT RESEARCH Management Report Research Name of the StudentName of the UniversityAuthor Note
1MANAGEMENT REPORT RESEARCHTable of ContentsIntroduction and Background..........................................................................................................2Literature Review and Research Questions.....................................................................................3Research Methodology....................................................................................................................4Research Design...........................................................................................................................4Data Collection Process...............................................................................................................5Data Analysis...............................................................................................................................5Ethics and Limitations.....................................................................................................................6Reference:........................................................................................................................................7Appendix..........................................................................................................................................8Questionnaires of Survey.............................................................................................................8Questions for the Interview..........................................................................................................9
2MANAGEMENT REPORT RESEARCHResearch Proposal for investigating the reasons for Low Customer Satisfaction rate of VRHotels, AucklandIntroduction and Background High rate of customer satisfaction is one of the major criteria for measuring the servicequality that are provided by the hospitality industry including the hotel and restaurants. It is theduty of the hotel managements to ensure that high rate of customer happiness is being obtainedin order to maintain the reputation. According to Gu, and Ye (2014), high level of customersatisfaction can help in the process of dealing with improving the level of customer loyalty. The current research work is aimed to explore the rate of customer satisfaction in the VRhotels of Auckland. VR group of hotels is one of the leading in its domain in the market of NewZealand. The hotel has more than 1000 rooms and they are based upon the contemporarylifestyle of the people of New Zealand. With the help of the effective knowledge buildingcapacity the hotel, management has able to deliver the best forms of service. The currentresearch work, the investigators will collect relevant data related to the customer service qualityand aim to highlight upon the issues that are currently encountered by the organization. Properresearch methods will be used in order to ensure best quality of result can be obtained. The research will therefore aim to address the questions that are framed from the relevantliterature of the research issues. Research Aim: The aim of the research is to investigate upon the factors of customer satisfaction that canbe applied by the VR hotel that will help them to improve upon their service.
3MANAGEMENT REPORT RESEARCHResearch Objective To evaluate the existing rate of customer satisfaction for the VR hotels.To identify the issues within the VR hotels those have compromised upon the rate ofcustomer satisfaction.To recommend strategies that can be implemented by the VR hotels to improve upon theexisting customer care quality. Literature Review and Research QuestionsThe research paper of Pizam et al., (2016), have mentioned about the fact that the hotelindustry in the current days are aiming to provide with the best of quality of service in order tofulfill the demand of the customers of the industry. The fast growing volume of the current daysof the hotel industry is one of the major issues that are encountered as in many occasions; it isnot possible to improve the level of efficiency of the service. Moreover, with the high level ofcompetition that has resulted to the increased demand has significant impact on the quality ofservice that is being provided by the hotels. One of the major issues that have been highlighted by N. Torres and Kline (2013), is thatmost of the hotels in order to gain the competitive advantage are aiming to offer their service tothe customers at much lower rate. This comprises the quality of service that is provided by thehotels. As most of the hotels are only focusing upon the net profitability, it is not possible forthem to improve upon the net quality of the service that is provided by the hotels. Li et al.,(2013), have mentioned about the fact that there is a strong relationship between the qualities ofservice that are being provided along with the level of customer loyalty that are being shown by
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