Research Report: Customer Services and Choice of Travelodge Hotel

This research project investigates the reasons behind customers choosing Travelodge Hotel in London, focusing on their current customer services. The study employs both primary and secondary research methods, including a questionnaire survey to gather relevant information from customers. The findings are analyzed using graphs, statistics, and thematic analysis to evaluate customer satisfaction, key assets influencing hotel choice, and the effectiveness of staff services. The research identifies that customer satisfaction with needs and demands, attractive and modern rooms, and efficient staff are significant factors. Furthermore, positive recommendations from satisfied customers and the hotel's location play crucial roles in attracting customers from around the world. The report concludes that effective customer services are a major reason for Travelodge's popularity and recommends continuous improvements to maintain and enhance their market share and brand image.

Research Project

Overview
The present research has been conducted in order for analysing the
current services offered at Travelodge Hotel. These effective services
are the reason involved in the customers choosing this particular hotel.
So, to carry the research forward, utilisation of appropriate
methodology and approaches will assist in guiding the study. Also, the
usage of primary as well as secondary sources have assisted to add
more authenticity to the current research. Also, questionnaire survey
method has assisted a lot in gathering more relevant information from
the respondents associated to Travelodge Hotel. Then these obtained
outcomes have been analysed by effective use of graphs and statistics
with an addition of thematic as well.

Aim and Objectives
Aim:-
To analyse the reason behind choosing Travelodge Hotel by customers visiting London
: A study on their current customer services. The current research emphasises upon
Travelodge hotel since it has been harvesting ample profits in terms of satisfying
large pool of customers in London.
Objectives :-
 To analyse the reasons behind choosing of Travelodge Hotel by customers in
London
 To analyse the factors which play key role in choosing a hotel.
 To evaluate the current customer services of Travelodge Hotel.
 To recommend ways in which Travel Lodge services could be evaluated
effectively.

Theme 1 : Satisfaction of the needs and demands of
customers
18
2
Yes
No

Theme 2 : Assets which affect to choose Travelodge
Hotel
3
8
3
6
Valuable leisure facilities
Modern-rooms that are attractive
Facility of Pull-Out beds
specifically for children
Quality for money

Theme 3 : Services are effective because of efficient
staff
6
12
2
Agree
Strongly agree
Disagree
Strongly disagree

Theme 4 : Suggestions to friends and other family-
members to prefer Travelodge Hotel in their future
trips
Yes No Not sure
0
2
4
6
8
10
12
14
16
18
18
0
2
Responses

Theme 5 : Travelodge able to attract customers only
from London
4
16
Yes
Across the world

Theme 6 : Travelodge able to attract customers only
from London
18
2
Yes
No
Up to a certain extent

Theme 7 : Location of Travelodge Hotel also playing
a key part in your selection process
18
2
Yes
No

Findings and discussion
Theme 1 : Satisfaction of the needs and demands of customers
→ As per the findings obtained from questionnaire,, it was found out that majority of the custom ers
were able to be satisfied by Travelodge authorities. So, the authorities need to emphasize upon this
and accordingly assess their needs.
Theme 2: Assets which affect to choose Travelodge Hotel
→ As per the findings obtained from questionnaire, it was found out that majority of customers were
attracted to Travelodge Hotel because of their modern rooms. So, authorities need to encourage
more such facilities.
Theme 3: Services are effective because of efficient staff
→ As per the findings obtained from questionnaire, it was found out that the highly efficient staff of
Travelodge was responsible for satisfying ample of customers. So, consistent efforts need to be
made in enhancing the efficiency of employees.
Theme 4: Suggestions to friends and other family-members to prefer Travelodge Hotel in their future
trips
→ As per the findings of the questionnaire, it was found out that, majority of customers would be
suggesting their friends and family members for preferring Travelodge Hotel. So, Travelodge needs
to consistently enhance their services so that customers keep on giving positive reviews.

Cont...
→ Theme 5 : Travelodge able to attract customers only from London
Interpretation : From the questionnaire, it was found that majority of 16
respondents stated customers from all over the world were attracted by the
facilities offered by Travelodge.
→ Theme 6 : Travelodge able to attract customers only from London
Interpretation : From the questionnaire, it was obtained that majority of 18
respondents stated rooms at Travelodge Hotel were affordable with the
daily incomes of the customers coming at Travelodge.
→ Theme 7 : Location of Travelodge Hotel also playing a key part in your
selection process
Interpretation : From the questionnaire, it was found that majority of 18
respondents stated location of Travelodge also played a key role in choosing
Travelodge for staying.

Conclusion
The research conducted was effectively assisted by generous amount
of secondary as well as primary sources. Also, the outcomes
obtained from questionnaire were effectively analysed which further
gave an idea about the current services at Travelodge hotel being
effective enough.

Recommendations and Justifications
The research that has been conducted leads to the conclusion that “effective
customer services”, of Travelodge is the major reason among others to grab
the attention of voluminous customers. So, this is the reason customers have
been choosing it more preferably. So, it is their responsibility to make such
consistent efforts in order to earn a greater portion of market share of
customers at London. Also, making consistent improvements in their service
will ensure that clients always give positive reviews thereby enhancing their
brand image.

References
Books and Journals
Bell, J., 2014. Doing Your Research Project: A guide for first-time researchers.
McGraw-Hill Education (UK).
Bergman, B. and Klefsjö, B., 2010. Quality from customer needs to customer
satisfaction. Studentlitteratur AB.
Davies, M. B. and Hughes, N., 2014. Doing a successful research project: Using
qualitative or quantitative methods. Palgrave Macmillan.
Hanif, M., Hafeez, S. and Riaz, A., 2010. Factors affecting customer satisfaction.
International Research Journal of Finance and Economics. 60(1). pp.44-52.

Thank You !!