BTEC HND Business Research: Hilton Hotel Customer Satisfaction Study

This research project, conducted by a student, examines the impact of service quality on customer satisfaction at the Hilton Hotel. The study is based on a BTEC HND Business course. The research delves into ten key themes, including customer demographics (gender and age), frequency of visits, competitor analysis, factors influencing purchasing decisions, average customer spending, evaluation of service quality by employees, customer opinions on hygiene, the hotel's safety measures, and the overall ambiance. The research utilizes several academic references to support its findings. The project aims to provide insights into the factors that contribute to customer satisfaction within the hotel industry, focusing on the Hilton Hotel as a case study. The report is structured to address these themes and provide a comprehensive analysis of the relationship between service quality and customer satisfaction.

RESEARCH PROJECT
(TO DETERMINE THE IMPACT OF QUALITY
SERVICE OFFERED BY AN ENTITY ON THE
CUSTOMER SATISFACTION LEVELS: A
CASE STUDY ON HILTON HOTEL)
)

TASK 3

THEME 1 GENDER OF CUSTOMERS

THEME 2 AGE OF CUSTOMERS OF
HILTON HOTEL

THEME 3 FREQUENCY OF VISIT OF CUSTOMERS
IN THE HILTON HOTEL

THEME 4 COMPETITORS OF HILTON HOTEL

THEME 5 FACTORS INFLUENCING THE DECISION
OF CUSTOMERS WHILE PURCHASING SERVICES IN
HILTON HOTEL

THEME 6 SUM OF MONEY ON AN
AVERAGE SPEND BY CUSTOMERS

THEME 7 QUALITY EVALUATION OF SERVICES
OFFERED BY EMPLOYEES OF HILTON HOTEL

THEME 8 OPINION OF CUSTOMER REGARDING
HYGIENE MEASURES FOLLOWED BY AN ENTITY

THEME 9 HILTON HOTEL GIVE PREFERENCE TO
THE SAFETY OF CUSTOMERS OR NOT

THEME 10 OVERALL AMBIENCE OF HILTON HOTEL
IN ATTRACTING ITS CUSTOMERS