Hilton Hotel UK: Impact of Customer Loyalty and Reward Schemes Study

This report aims to determine the impact of customer loyalty and reward schemes at Hilton Hotel, focusing on understanding reward schemes, their relationship with customer loyalty, and their impact on Hilton's performance. The research questions explore the concept of reward schemes, their relationship with customer loyalty at Hilton, and their impact on the hotel's performance. The findings, presented through themes, indicate customer satisfaction with services, the presence of reward schemes, customer loyalty, perceived quality relative to price, factors influencing buying decisions, the role of employees in fostering loyalty, the effectiveness of reward schemes, and areas for improvement in developing the customer base. Strategies for enhancing customer loyalty, such as employee training, competitive pricing, high quality, and customer relationship management, are also highlighted.

“To determine the impact customers
loyalty and rewards schemes: A
study on Hilton hotel”.

Aim: “To determine the impact customers loyalty and rewards schemes: A study on Hilton hotel”
Objectives:
 To understand the concept of reward schemes and customer loyalty
 To determine the relationship between reward schemes and customer loyalty at Hilton
hotel.
 To identify the impact of customer loyalty and reward schemes in raising performance of
Hilton hotel.
 To recommend ways to improve customers loyalty towards the services provided by Hilton
hotel UK.
Research Question
 What is the concept of reward schemes and customer loyalty ?
 What is the relationship between reward schemes and customer loyalty at Hilton hotel ?
 What is the impact of customer loyalty and reward schemes in raising performance of
Hilton hotel ?
Aim and Objectives

Theme 1: All type of services that are provided by
Hilton are satisfactory
Yes No
0
2
4
6
8
10
12
14
8
12
Frequency

Theme 2: Hilton provide its customers with reward
schemes for the services and product
Yes
No
0 2 4 6 8 10 12 14 16 18
16
4
Frequency

Theme 3: Loyal for the type of products and services
that are delivered by Hilton hotel
Yes No
0
2
4
6
8
10
12
14
7
13
Frequency

Theme 4: Hilton provides proper quality as per
the price that is paid
3
4
1
8
4
Strongly agree
Agree
Neutral
Disagree
Strongly disagree

Theme 5: Factors that affects the buying decision
8
7
5
Quality
Price
Ambience

Theme 6: Employees play vital role in raising
customer's loyalty
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Theme 7: Effective are reward schemes at Hilton hotel
11 7
2
Less effective
Highly effective
Neutral

Theme 8: Hilton hotel need improvement to develop
their customers base
Yes
No
0 2 4 6 8 10 12 14 16
14
6
Frequency

Theme 9: Strategy that is effective in raising
customer loyalty
9
7
4
Proving employees training
Low price, high quality
Customers relationship
management

Thank You !!