Impact of Recent Changes on Customer Satisfaction in UK Hospitality Industry

Research project Report
Table of Contents
Chapter 1: Introduction....................................................................................................................1
Research title: To evaluate impact of recent changes in external environment on customers
satisfaction level in hospitality industry of UK. A study on Hilton hotel..............................1
Rational for choosing research title and organization............................................................1
Aim.........................................................................................................................................1
Objectives...............................................................................................................................1
Research questions.................................................................................................................1
Chapter 2: Literature Review...........................................................................................................2

To understand concept of customers satisfaction and its importance for firms.....................2
To assess the current practices that are prevailing in hospitality industry that can motivate
customers to be part of organisation.......................................................................................2
To identify factors that influence customers satisfaction in hospitality industry...................3
To be able to recommend better strategies to meet customers expectation that can lead to
growth and success of enterprise............................................................................................3
Chapter 3: Methodology and Data collection..................................................................................4
Data collection........................................................................................................................7
Cost, Access and ethical consideration..................................................................................8
Chapter 4: Analysis of findings and Discussion..............................................................................8
Chapter 5: Conclusion and Recommendation................................................................................10
Conclusion............................................................................................................................10
Recommendation..................................................................................................................10
Reflection.............................................................................................................................10
REFERENCES..............................................................................................................................11

Chapter 1: Introduction
Research title: To evaluate impact of recent changes in external environment on customers
satisfaction level in hospitality industry of UK. A study on Hilton hotel
Rational for choosing research title and organization
Customers satisfaction is a vital concept on which the success and performance of a hospitality
industry depends to a great extent. Therefore, selection of current research topic is rationale as it
facilitates an effective analysis influence of key changes and trends on customers retention and
growth of enterprise in hospitality sector (OLTEAN and GABOR, 2020). Further, selection of
orgnisation is also suitable as Hilton Hotel which is a well known global brand of full-service
hotels and resorts situated at Virginia, U.S. Therefore facilitates more effective information
regarding the impact of recent changes in external environment on customers satisfaction level in
hospitality industry.
Aim
The aim of this project is, “To analysis influence of key changes and trends on customers
retention and growth of enterprise in hospitality sector”. A study on Hilton hotel
Objectives
The main objective of current research project lead out on Hilton hotel are provided as
below:
 To understand concept of customers satisfaction and its importance for firms.
 To assess the current practices that are prevailing in hospitality industry that can motivate
customers to be part of organisation.
 To identify factors that influence customer’s satisfaction in hospitality industry.
 To be able to recommend better strategies to meet customer’s expectation that can lead to
growth and success of enterprise.
Research questions
 What does meant by customers satisfaction and its importance for organisation that are
operating in hospitality sector?
 How different practices can contributed in motivating customers to prefer specific
organisation for fulfilment of their requirement?
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 What are the elements or factors that influence customers satisfaction in hospitality
industry?
 How various strategies of management contributed in enhancing customers loyalty and
satisfaction within organisation?
Chapter 2: Literature Review
To understand concept of customers satisfaction and its importance for firms
As per the view point of Carter, S. and Yeo, A.C.M., 2016, the concept of customers
satisfaction mainly determine the measures the level and extent till which a product, service, and
overall experience meet the expectation and needs of a customers. Thus, customers satisfaction is
a vital and important concept for a firm as it measures and determine that how happy are
customers with the product, services and other capabilities offered by an organisation which
directly impacts the productivity and success level of a firm. Further, an analysis can also be
made that customers satisfaction is a vital tool through which an organisation can promotes and
leads to enhanced loyalty and commitment level in its customers. Beside this, by the way of
meeting the needs and expectation of customers in best possible way to have better customers
satisfaction level is also important as it ensure higher productivity and strong relation with
customers for their longer retention (He and Filimonau, 2020). Therefore, an evaluation can be
made that through emphasising and focusing on better customer satisfaction a firm can easily
manage higher profit and maximization of market share.
To assess the current practices that are prevailing in hospitality industry that can motivate
customers to be part of organisation.
With respect to the information provided by Susan Jacobs. 2020, it has been seen that
many current practices and recent trends are prevailing in hospitality industry that plays vital role
in motivating customers to be part of organisation. These practises and recent changes in external
environment consists of use of more effective and better technology through leading a tech
explosion with the aim of providing enhanced customers satisfaction and more ease and comfort
for customers through leading easy accessibility and connection with customers through making
use of apps and mobile website. Further, use of social media and other tools of digital marketing
are also seen as current prcatises in Hotel industry to provide a more up to date and user friendly
connection and interaction with its customers that motivates a larger number of target consumers
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