Research Project: Customer Behaviour in Hospitality During COVID-19

This research project investigates the impact of the COVID-19 pandemic on customer behaviour within the hospitality industry, specifically focusing on the Premier Inn London City Bank hotel. The report begins with an introduction, outlining the research aim, objectives, and questions, followed by a research rationale and methodology employing both primary (questionnaire survey) and secondary research methods (literature review). The study explores the effects of the pandemic on the industry, customer behaviour changes, and strategies for hotels to sustain customer engagement. Data analysis and interpretation, along with findings, recommendations, and a conclusion, are presented to provide insights into the challenges and adaptations within the hospitality sector during this unprecedented time. The research highlights the importance of understanding evolving customer needs and preferences to ensure business sustainability and success.