Analyzing Customer Delight at Hotel Murano: A Business Decision Report

This report documents a survey conducted to assess customer delight at Hotel Murano, focusing on service quality, satisfaction levels, and the alignment of service quality with cost. The survey methodology involved distributing a questionnaire to 100 customers, using both probability and non-probability sampling techniques. The questions covered demographic information, dining habits, perceptions of service quality, and preferences regarding food and restaurant attributes. The collected data was analyzed using statistical measures such as mean, median, mode, and standard deviation, along with quartile and percentile calculations to identify key trends and correlations. The findings indicate that a majority of customers are satisfied with the service quality in London restaurants, and many expressed interest in the new Murano branch, highlighting the importance of factors like price, ambiance, and food quality in enhancing customer satisfaction. This analysis aims to inform business decisions and improve the overall customer experience at Hotel Murano. Desklib provides access to a wide range of similar solved assignments and past papers to aid students in their studies.

BUSINESS DECISION MAKING
1

Table of Contents
Introduction:....................................................................................................................................3
Task1................................................................................................................................................4
1.1................................................................................................................................................4
1.2................................................................................................................................................4
1.3................................................................................................................................................5
Task 2...............................................................................................................................................9
2.1, 2.2, 2.3..................................................................................................................................9
2.4..............................................................................................................................................14
Task 3.............................................................................................................................................19
3.1..............................................................................................................................................19
3.2..............................................................................................................................................26
3.3..............................................................................................................................................27
3.4..............................................................................................................................................27
Task 4.............................................................................................................................................28
4.1..............................................................................................................................................28
4.2 Project plan..............................................................................................................................28
4.3..............................................................................................................................................29
Conclusion:....................................................................................................................................31
References:....................................................................................................................................32
2

Introduction:
The need for this documentation is to process a survey assembly involving the customers of
Hotel Murano. To contemplate consequences should be submitted to the Quality Assurance
Agency (QAA) in an announce format in sequence to analyse about the customer's delight at
United Kingdom of Hotel Business. In the sequence contemplate; suitable survey methodology
has been taken under contemplation. It’s done to get a proper report on the processing of
Murano. The various results have been created after this conduction survey so this process is
very beneficial and to make its full performance under the customers’ assistance. Separately
from that, a proper nibble plan has been considered in sequence to choose the proper nibble size
for the research (Doria et al., 2017). In sequence the contemplate consequence to graphs, charts,
and tables have been included to describe. In sequence to gather information from the customers
of Murano, online contemplate conclave will be processed. Aim and objective of this analysis to
calculate delight ranks of the customers in Murano. In order this survey conclave, investigate
issues or disputes will be evolved in a positive way as per necessity.
3

Task1
1.1
INVESTIGATE OBJECTIVES
 To calculate and sort out customers delight level at Murano.
 To assess the service grade which the customers of Murano get.
 To verify the length in which fellows are a delight with practically between service grade
and cost-frame.
 To evaluate the customers delight in order of the service provided to Murano’s
customers.
INVESTIGATE ENQUIRY
 To discuss the favor and delight level of customers at Murano?
 At which stretch Murano preserve grade while giving services to its customers?
 Discuss the extent of the customers of Murano is happy with their providing facilities?
 To know the fellows delight ranks in terms of services provided by the employee of
Murano?
1.2
SURVEY METHODOLOGY:
In sequence for carrying a survey or contemplate process appropriate mode or methodology is
appreciated. The investigator will produce 10 contemplate questions with proper choices. The
discussions are based on full filling the aims in these investigation objectives. In this survey
assembly, locked questions will be asked to the customers. The customers require getting a
response from the provided choices. The need for this class of interview discussions is to
calculate that the investigation need is not moving to a wrong path. The main strike of all is to go
through the aims and objectives. The contemplate discussions will produce in order to evaluate
the delight fulfilment ranks of the customers of Murano (Rodgers and McFarlin, 2017).
Therefore, every discussion will be made with four to five questions. Customers provide to get
one or more from the given choices in the sequence of getting better services of future. The
4

different types of questions and discussions are made for the betterment of services and the
lodge. The proper and adequate calculations of the feedbacks are also analysed here. The
investigator will arrange with the investigation ethics while under-going the survey. On the other
part, the answerer may bounce back their participants at any part of the time (Yang et al. 2017).
Moreover, the investigator will process with the “Data Protection Act” in sequence to enrich that
collective data will be secret. By this process, the investigator will conduct its duties.
SAMPLING METHOD
Normally sampling method is a procedure of selecting a representative association from the
population under contemplates under study. It’s a type of statistical analysis to get the best
possible consequences. It gives an effective design in survey studying or process. In this
investigation procedure, two types of techniques are used. These are as follows:
 Probability Sampling- It is a sampling process that utilizes some forms of random
selections to maintain the order of random selection method. Some sorts of process or
methods assure that varying units in the given population have equal probabilities of
being optioned. In this survey, this technique or method has been applied. In sequence,
the survey only customer’s number is 100. Here the investigator will discuss and evaluate
survey questions among 100 customers of Murano.
 Non-Probability Sampling- It is a technique that samples are selected based on subjective
discussions of the researcher, rather than random selections. Here this process is not
executed.
1.3
The aim of the survey is to analyze the extent of reach Murano has in the area as a restaurant. A
basic set of the questionnaire will be prepared which will aid the survey to find out what
influence does Murano has in the area it has opened in branches. The customers who eat in
Murano, what are their favorite dishes whether the customers will be interested in the newly
opened branched of the restaurant. The survey will be done based on various factors such as the
age the gender and various other factors (Benvenuti et al. 2017). The questions will also be
prepared in such a way so that it can be found out that how much satisfied the customers are after
visiting the restaurant. The data collected on the basis of the survey will not be disclosed
5

anywhere and will be pure confidential so that the survey complies with the data protection act.
Below are the created questions that will be asked of the volunteers.
Question 1: Demographic analysis
1A. Gender
 Male
 Female
1B. Age
 18 to 24
 24 to 30
 31 to 36
 Above 37
Question 2: Did you eat in the restaurants of London daily?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Question 3: did you hear the name Murano restaurant or eat over there?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Question 4: do you think that restaurants in London are providing quality service?
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
6

Question 5: which food you love to eat in restaurants?
 Burger
 Chinese food
 Chicken dishes
 others
Question 6: what did you think which factor is affecting the restaurants of London right
now?
 Political
 Economical
 Social
 Environmental
 Legal
Question 8: According to you, which factors are needed to be improved in order to
facilitate service quality of restaurants?
 Food
 Ambiance
 Decoration
 Price
 Service
Question 9: would you like to eat in a brand new restaurant Murano who is opening a new
branch in your city?
7

 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
Question 10: according to you which restaurant is most preferable and renowned?
 Royal China
 Naughty piglets
 Murano
 The Barbary
8

Task 2
2.1, 2.2, 2.3
Options Responses Percentage Total Respondents
Male 52 52 100
Female 48 48% 100
Table 1: Gender of the respondents
Analysis: The maximum amounts of the customers were male in this particular study.
1B. Age
Options Responses Percentage Total Respondents
18 to 24 35% 35% 100
24 to 30 30% 30% 100
31 to 36 18% 18% 100
Above 37 17% 17% 100
Table 2: Age of the respondents
Analysis: The maximum number of people who were taking part in the survey was in the age
group of 18 to 24
Question 2: Did you eat in the restaurants of London daily?
Options Responses Percentage Total Respondents
Strongly agree 40 40 100
Agree 35 35 100
9

Neutral 2 2 100
Disagree 13 13 100
Strongly disagree 10 10 100
Mean Median Mode SD
Table 3: daily uses
Analysis: Majority of the people ate in the restaurants of London Daily
Question 3: did you hear the name Murano restaurant or eat over there?
Options Responses Percentage Total Respondents
Strongly agree 42 42 100
Agree 15 15 100
Neutral 12 12 100
Disagree 18 18 100
Strongly disagree 13 13 100
Mean Median Mode SD
5.26 6 6 1.06
Table 4: Popularity
Analysis: Majority of the people also heard about Murano and ate there.
Question 4: do you think that restaurants in London are providing quality service?
Options Responses Percentage Total Respondents
Agree 32 32 100
10

Strongly Agree 35 35 100
Neutral 3 3 100
Disagree 13 13 100
Strongly disagree 17 17 100
Mean Median Mode SD
3.69 3 2 2.33333333
Table 5: Quality service
Analysis: Majority of the population thinks that the restaurants in London are providing quality
service.
Question 5: which food you love to eat in restaurants?
Options Responses Percentage Total Respondents
Burger 23 23 100
Chinese food 32 32 100
Chicken dishes 28 28 100
others 18 18 100
Mean Median Mode SD
5.36 2 3 1.856565656
Table 6: love to eat in the restaurant
Analysis: Most of the people have Chinese food in the restaurants of London
Question 6: what did you think which factor is affecting the restaurants of London right
now?
11

Options Responses Percentage Total Respondents
Political 23 23 100
Economical 18 18 100
Social 25 25 100
Environmental 22 22 100
Legal 12 12 100
Mean Median Mode SD
3.54 18 5 2.65987545856
Table 7: factors affecting restaurant
Analysis: Most of the people think that social factors are the reason for which the restaurants are
affected today.
Question 7: According to you, which factors are needed to be improved in order to
facilitate service quality of restaurants?
Options Responses Percentage Total Respondents
Food 20 20 100
Ambience 8 8 100
Decoration 32 32 100
Price 35 35 100
Service 5 5 100
Mean Median Mode SD
5 5 5 0.23546212358
12