Customer Satisfaction in the Hotel Industry: A Case Study of Hilton

This report analyzes customer satisfaction within the hotel industry, specifically using a case study of the Hilton hotel. The research aims to explore the meaning of customer satisfaction, assess its importance, and determine the relationship between customer satisfaction and service quality. The study investigates the ways to improve the service quality of hotel industry. The research questions address the importance of enhancing customer satisfaction, the relationship between satisfaction and service quality, and methods for improvement. The strategic justification highlights the benefits for Hilton, emphasizing the potential for increased profits and sales through enhanced customer satisfaction. The theoretical rationale acknowledges the gap in existing literature, focusing on the need to identify factors influencing customer satisfaction, particularly in light of evolving customer preferences. This report provides valuable insights into enhancing customer satisfaction and improving service quality within the hotel industry.

HOSPITALITY MANAGEMENT

TABLE OF CONTENTS
Research title ..............................................................................................................................1
Research aims and objectives......................................................................................................1
Research question .......................................................................................................................1
Strategic justification..................................................................................................................1
Theoretical rationale ...................................................................................................................1

Research title
“To analyze the level of customer satisfaction in hotel industry due to service quality: A
case study of hotel Hilton”.
Research aims and objectives
The main aim of this study is to analyze the level of customer satisfaction in hotel
industry due to service quality: A case study of hotel Hilton.
 To explore the meaning of customer satisfaction with specific reference to hotel industry.
 To analyze the importance of enhancing customer satisfaction level for hotel industry.
 To determine the relationship that exist between customer satisfaction level and service
quality of hotel.
 To recommend the ways of improving the service quality of hotel industry.
Research question
 What are the importance of enhancing customer satisfaction level for hotel Hilton?
 What is the relationship that exist between customer satisfaction level and service quality
of hotel Hilton?
 What are the ways of improving the service quality of hotel Hilton?
Strategic justification
This research will provide immense contribution to the strategic goal of hotel Hilton.
Here, with the help of this study scholar will identify the methods which can be used by it for the
purpose to raise the satisfaction level of buyers.
Theoretical rationale
The current literature analyzes importance of enhancing customer satisfaction but it will
not showcase the factors which leads to affect their satisfaction level. This is the major gap
which is identified in current literature. Enhancing the satisfaction level of customer is the major
issue because of the changing tastes and preference of buyers. By taking action with respect to
the given issue, benefit can be gained by hotel Hilton in the form of increased profits and sales.
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