Impact of Service Quality on Consumer Satisfaction in Hospitality Industry - Case Study
Added on 2020-06-04
13 Pages4612 Words70 Views
Data Science and Big DataCalculus and Analysis
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TO ASSESS THE IMPACT OF SERVICE QUALITYON CUSTOMER SATISFACTION WITHINHOSPITALITY INDUSTRY:THE CASE STUDY OF JW MARRIOTT HOTELS
TABLE OF CONTENTSINTRODUCTION & BACKGROUND..........................................................................................1Introduction and background to the research...............................................................................1Steps adopted to formulate the research problem and ensure a feasible investigation................2Statement of specific aims and objectives to formulate a conceptual or theoretical framework.2A set of research questions..........................................................................................................3LITERATURE REVIEW................................................................................................................3Dimensional concept of service quality in hospitality organisations of UK...............................3Need base importance of provisioning quality services to the customers of hospitalityorganisations in UK.....................................................................................................................5Ways in which, service quality of hospitality- based organisations in UK tends to influence thesatisfaction level of their consumers............................................................................................6RESEARCH DESIGN & METHODOLOGY.................................................................................6DISCUSSION OF ETHICAL CONSIDERATIONS......................................................................8PLAN OF WORK............................................................................................................................9REFERENCES..............................................................................................................................10
INTRODUCTION & BACKGROUNDIntroduction and background to the researchHospitality industry plays a crucial role in enhancing the economic condition of thenation where understanding the specific needs of the customers is of utmost importance to them.It is hereby intended to result in motivating the consumers to a great extent where they in turntake favourable decision of buying (Cantallops and Salvi, 2014). It is specially in context to theorganisations operating in hospitality sector where they have a specific concern of satisfying thecustomers by fulfilling their actual requirements in the best possible manner. This is specially forbeing a service industry where they are known to retain their customers only throughprovisioning apt level of services.This in turn indicates another need base concern of providing quality services to theconsumers to further trigger a likely sense of purchase in customers. This first of all necessitatesthe hospitality businesses to generate a primary understanding about the term customermotivation in their specific industrial sector (Pizam and et.al., 2016). Herein, customermotivation is measured by the decision- making power of the consumers, their experiences, theinteraction that is being made with them by the staff members in a suitable environment and anidentified satisfaction level of the consumers, etc. Considering this, the personnel resources ofthe hospitality firms are also taught to undertake an efficient approach while making any work-related decisions where it should begin with a prime consideration of regarding guests and theirascertained needs.Enterprises operating in hospitality sector are known to identify the satisfaction level oftheir respective consumers by forecasting the quality of their services. It thereby requires them tovitally concentrate upon provisioning quality level of services to the consumers by speciallyconsidering the factors that are generally perceived by the consumers in terms of quality (Mok,Sparks and Kadampully, 2013). It is mainly to understand other derivatives of service qualitywhere it often tends to differ from the one required to be taken care of at the time provisioningbasic services with that to the fulfilment of any luxurious demand of the clients. This is mainlyon considering the luxurious services where it demands the firm to serve those in the bestpossible manner and with assistance of highest quality level.This is on considering the fact where luxury is often determined with terms likeexcellence, classy and expensive. Differing cultural aspects also plays a significant role in1
ascertaining the term luxury that tends to vary from one region to another. This is for instance tospecify about one such differentiating significance of luxury where in general, luxury productsare known to travel at a worldwide level, throughout all cultures that encompass many distinctcultural norms and beliefs (So, King, Sparks and Wang, 2016). This is referred to be acontemporary prospect of today’s globalized era of 21st century where in the East Asiansocieties, luxuries are principally referred to be play a social symbolic role. It in turn assists thenative individuals of those regions to reduce the private connotations and hedonic worth, whichare more highlighted in the Western regions.Steps adopted to formulate the research problem and ensure a feasible investigation The present study is also with a similar context of assessing the influence of servicequality on the satisfaction level of the consumers with a specific consideration of JW MarriottHotels. It is a luxury hotel which is basically represented to be a brand of Marriott Internationaland operates in more than 83 distinct locations, at a global level (Han and Hyun, 2015).Although, the present study will be carried on one of its subsidiary hotel named GrosvenorHouse which is situated in the Mayfair location of London. It is also a luxury hotel that wasfirstly initiated in the year 1929 and is administrated by JW Marriott Hotels.Being located in such extensive location, it attracts a large set of tourists and is alsoreferred to own a lucrative business in terms of earning profits and satisfying the upcomingnumber of clients by its luxurious services. Considering this, its consumers are together referredto have a highly gratified outlook towards its services and prefers buying its services on regularbasis (Molina-Azorín and et. al., 2015). However, this research will refer to evaluate the extent towhich the service quality impacts upon the satisfaction level of the customers. For this, theresearcher will make an effective use of distinct need base techniques to conduct a resourcefulstudy with duly attained goals. Statement of specific aims and objectives to formulate a conceptual or theoretical frameworkConsidering this, a prior aim of the study is “To assess the impact of service quality onthe satisfaction level of the customers in hospitality firms of UK- A study on JW MarriottHotel”. On whose basis, there together exist some well-defined objectives of this investigation,as stated below-To determine the dimensional concept of service quality in hospitality organisations. 2
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