The Role of Service Quality in Customer Satisfaction: Hilton Hotels

This research project investigates the impact of service quality on customer satisfaction within Hilton Hotels. The study begins with an introduction to the research topic, followed by the formulation of aims and objectives, and a discussion of resource implications. The project identifies key components contributing to the research, including the researcher's interest and existing knowledge of the subject. A critical review of key references explores the concepts of customer satisfaction and service quality, as well as the relationship between them. The research methodology includes a positivism research philosophy, an inductive research approach, and qualitative research techniques. Data collection methods involve primary data through questionnaires and sampling of Hilton hotel customers. The report includes a detailed plan and procedure, utilizing a Gantt chart for project management. Data analysis is presented in themes, with frequency and percentage analysis of survey responses. Finally, the project employs formative research evaluation to assess the validity and reliability of the primary data. The findings reveal that service quality significantly influences customer satisfaction, affecting decisions regarding accommodation selection and overall perceptions of the Hilton brand. The research concludes with insights into how Hilton can improve its services to enhance customer satisfaction and encourage repeat visits.

RESEARCH PROJECT

Table of Contents

INTRODUCTION
Research is a systematic process of investigation under which researcher find out relevant
information about particular topic with the help of various tools and techniques. In other word it
can be said that investor can get depth understanding and knowledge bout topic with carried out
a suitable finding and study (Bauer, 2014). The following research is based role of service
quality in delivering customer satisfaction in Hilton hotel. In order to get effective market
success it is very important to identify customer satisfaction level. The report provides a depth
knowledge about the relationship between service quality and customer satisfaction in the Hilton
hotel.
TASK 1
1.1 Formulation and recording research project outlines
Aims
To identify the role of service quality in delivering customer satisfaction in a Hilton hotel
Objective
 To understand the concept of customer satisfaction
 To define the meaning of service quality in the respect of Hilton hotel
 To understand the relationship between service quality and customer satisfaction level in
Hilton hotel To recommend the strategies through which services quality can improve of Hilton hotel
for gain high level of customer satisfaction
Resource implication
While researcher conducts the research, he/she will use the various kinds of resources to
accomplish the entire investigation. It will become very difficult for the investigator to survive in
the limited availability of funds. In order to decrease the impact of resource implication in the
entire research, scholar can use the activity based costing method. With the help of this method,
each activity can systematically plan and finish within small time duration. In addition to this, in
order to overcome the resource implication, Gantt chart tool can use by the researcher so as
whole study can accomplish within a limited time duration.

1.2 Identification of the components that contributes to process of research project
At the time of the selection of this proposal project, there are various kinds of component
which have affect and given effective contribution. One major factor is researcher interest related
to the topic of service quality and customer satisfaction level in the travel and tourism sector.
Researcher just wanted to identify the relationship between service quality and customer
satisfaction level in the hotel sector (Billig and Waterman, 2014). Effective and sufficient
knowledge about the topic is one of the major reason to select this proposal project topic.
1.3 Critical review of key references
Concept of customer satisfaction level
As per the (Cammarota and Fine, 2010) customer satisfaction is a term which assist in defining
the success of any business organisation. It has direct relationship with company success and
growth. If customer satisfaction is high then company have effectively performed in the market
and its product and services effectively meet the expectation level of customer. As per the view
of (Eid, 2011) customer satisfaction can be determined after sale service in the market. It means
company can only identify customer satisfaction level after deliver of product and services.
According to the (Fiegen,2010) customer satisfaction largely depends upon the various
component like product quality, prices, sales representative behaviour, method of delivery etc.
Customer satisfaction is term which decides the company's profitability and popularity in the
market. It is a marketing term that measures how products or services delivered by a corporation
to meet customer expectations.
Meaning of service quality
As per the view of (Flick, 2011) service quality is a term which helps in increasing and
decreasing the customer satisfaction level. With the help of service quality, customer satisfaction
level decides. If quality of services is high then customer is highly satisfied and if quality of
services is decrease then it decreases level of customer satisfaction. As per the view of (Flick,
2015) service quality can be related to service potential, process and outcomes. It is a kind of
activities which offers by marketer to customer in order to meet satisfaction level of them. As per
the view of (Gast and Ledford, 2014) service is intangible and can not affect ownership.
Components of customer satisfaction level
Customer satisfaction is highly affected by various kinds of factors like prices, quality of
services and product, features of services, delivery methods, behaviour of distributor and