Customer Satisfaction and Retaining Loyal Customers in Hospitality Business : Project

Added on - Jan 2020

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Research Project
Table of ContentsAim- A study of improving customer satisfaction and retaining loyal customers withinhospitality businesses- a case reference to Marriott hotel...............................................................1Objectives........................................................................................................................................1Research questions......................................................................................................................1INTRODUCTION AND RATIONALE..........................................................................................1PRIMARY AND SECONDARY RESEARCH METHODS..........................................................2LITERATURE REVIEW................................................................................................................2REFERENCES................................................................................................................................4
Aim- A study of improving customer satisfaction and retaining loyalcustomers within hospitality businesses- a case reference to Marriott hotel.ObjectivesTo assess the factors which are significant for customer satisfaction in Marriott hotel.To identify the problems faced by Marriott in satisfying customers.To evaluate the needs of employee satisfaction in regard to deliver better customerservices.Research questionsWhat are the most significant factors for customer satisfaction?What are problems faced by hotel in satisfying needs of customers?What are the needs of employee in order to deliver better customer service?INTRODUCTION AND RATIONALECustomer satisfaction is considered as crucial factor that helps in creation of value forclients and also assists in anticipating and managing their needs in order to gain satisfaction.Here, hospitality businesses are required to maintain its quality of services so that customerscould attain satisfaction and become loyal client for future. Customer satisfaction is the result oftheir perception of the value they received from carrying out any transaction and attain desiredresults (Blut and et. al., 2015). Now-a-days it is essential for every hospitality business toprovide and sustain better customer satisfaction in order to retail clients for long term.Developing effective relationship would result in gaining loyalty of customers and thus enhancethe productivity of firm in market.Further, due to increasing competition in hospitality businesses customer satisfaction isbecoming the relevant issue that needs to be discussed in order to solve the same. It is essentialfor hotel businesses to assess the needs of customers and then provide them proper qualityservices so that customer satisfaction can be attained (Zablah and et. al., 2016). Throughimproving the service quality it would result in minimizing customer dissatisfaction and retainloyal customers for future. Further, this study would result in assessing the varied factors thatwould help in improving satisfaction among customers in hospitality businesses.1
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