Consumer Loyalty and Reward Schemes: A Case Study of Marriott Hotel UK

This report investigates the impact of consumer loyalty and reward schemes at Marriott Hotel UK. The study aims to understand the conceptual framework of consumer loyalty and rewards, identify the impact of rewards schemes on the performance of Marriott Hotel, analyze factors influencing con...Read More

“ To understand the impact of
consumer loyalty and rewards
schemes: A study on Marriott hotel
UK” .

Objectives:-
 To understand conceptual frame work of consumer loyalty and reward scheme.
 To identify impact of rewards scheme on performance of Marriott hotel
 To analyses the factors that impact on consumer loyalty at Marriott hotel
 To investigate whether consumer loyalty and rewards work in the Marriott hotel UK or
not.
 To recommend strategies to raise customers loyalty for the services of Marriott hotel UK.
Research Question:
 What is the conceptual frame work of consumer loyalty and reward scheme.
 What is the impact of rewards scheme on performance of Marriott hotel
 What are the factors that impact on consumer loyalty at Marriott hotel.
Aim and Objectives

Theme 1:Satisfaction of customers from the products
and services provided by Marriott
Yes No
0
2
4
6
8
10
12
14 13
7
Frequency

Theme 2: Loyalty towards the products and services of
Marriott
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Theme 3:Reward schemes at Marriott
Yes No
0
2
4
6
8
10
12 11
9
Frequency

Theme 4: Services of Marriott are worth the
price or not
Agree Strongly agree Disagree Strongly Disagree
0
1
2
3
4
5
6
7
8
9
10
5
9
4
2
Frequency

Theme 5:Factors affecting the buying decisions of
customers
Price Location Quality of service
0
2
4
6
8
10
12
4
6
10
Frequency

Theme 6: Effectiveness of reward schemes to attract
majority of customers
Very effective Less effective Not at all effective
0
1
2
3
4
5
6
7
8
9
10
9
5
6
Frequency

Theme 7:Need for improvements in services of
Marriott
Yes No
0
2
4
6
8
10
12
14 13
7
Frequency

Theme 8: Applying the reward schemes over premium
services or all services
Premium services only All type of services
0
2
4
6
8
10
12
14
16
18
20
18
2
Frequency

Thank You !!