Service Quality and Customer Satisfaction in Hilton Hotel : Case Study

Added on - 15 Jan 2020

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RESEARCHPROJECT
TABLE OF CONTENTSTASK 1 RESEARCH PROPOSAL.................................................................................................31.1...............................................................................................................................................31.2...............................................................................................................................................31.3...............................................................................................................................................41.4...............................................................................................................................................41.5...............................................................................................................................................5TASK 2............................................................................................................................................62.1...............................................................................................................................................62.2...............................................................................................................................................82.3................................................................................................................................................93.1.............................................................................................................................................103.2.............................................................................................................................................103.3.............................................................................................................................................11TASK 3..........................................................................................................................................11Covered in PPT........................................................................................................................11REFERENCES..............................................................................................................................12
TASK 1 RESEARCH PROPOSALTo identify the impact of service quality on customer satisfaction in hospitality industry:A case study on Hilton Hotel1.1Background of studyService quality has an important role in hospitality sector and each and every ventureworking in this sector has to deal with it. The concept of service quality has been boosted upsince the time individuals have become much more conscious and precise about using ofproducts and services (Anderson and Swaminathan, 2011). Manager of hospitality firm knowsthat they are working in dynamic environment and service quality is essential in order to satisfythe needs and demands of potential clients. If different services are rendered in best effectivemanner by employees, then no doubt, customers will be loyal in using those services again andagain.This present research has been done to find the impact of service quality on consumersatisfaction in hospitality industry: A case study on Hilton Hotel. Hilton hotel is a big brand andhas immense goodwill whole around the globe. Firm has large base of employees who are givingtheir productive services whole around the world. However, it is found that there exist variousglobal hotels as well which are giving tough competition to mentioned firm. In order to staycompetitive, firm has to emphasise on service quality and win hearts of their loyal customers. Itis utmost important for the firm to get an competitive advantage over the rival firms who aregiving relatively equal services in same sector.1.2The current rationale of study focuses on the impact of service quality on satisfactionlevel of consumer. The main aim of selecting this topic was because of seeing the dissatisfactionlevel of consumers. They are not satisfied when quality of services is not rendered to them.Effective response and timely fulfilling their needs are also other aspects. Having such sort ofmentality in mind, clients generally tend to switch from a particular brand to other. Manager ofbusiness venture has to consider this fact effectively and develop certain activities so that thecustomer gets satisfied and their expectations get fulfilled. Hilton Hotel has immense brand
image whole around the world and it is utmost important for the manager to improve the qualityin the services which they are rendering to customers.1.3Literature review for the current topic has been done by seeking help of different books,journals as well as online sources. Critical evaluation has also been done for the topic so that thereader have clear idea regarding the concept of topic. According toAnderson and Swaminathan(2011)service quality has direct impact on consumer satisfaction and this is usually becausewhen the organisation is not able to render quality of services to customers. Individuals possesslots of knowledge and nowadays they use products and services by considering each and everyaspect. If customers are not happy with the service quality, no doubt they will not purchase theproduct even it is of low price. On the contrary side, if they like the service quality then they willpay more of the cost if need to and use that product or service.Aims and objectives of researchThe main aim of research is to identify the impact of service quality on consumersatisfaction: A study on Hilton Hotels. Considering this topic, some objectives have beenproposed and description of the same has done down under:To understand concept of service quality in hospitality industryTo examine factors which impact consumer satisfaction in hospitality industryTo analyse influence of service quality on consumer satisfaction in Hilton HotelTo recommend measures for enhancing service quality and improving the satisfactionlevel of consumers in Hilton Hotel1.4From the above framed research objectives, some research questions have beendeveloped which will help researcher in conducting the research in effective manner. Some ofthe research questions have been framed down under:What is the importance of service quality in hospitality industry?What are the different factors, which influence consumer satisfaction in Hilton hotel?What usually are the major components of service quality on consumer satisfaction inHilton Hotel?
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