This research project investigates the impact of employee behavior on customer satisfaction and loyalty, using the Hilton Hotel as a case study. The study examines the relationship between employee conduct, attitude, and service quality, and how these factors influence customer perceptions and retention. The report includes an introduction outlining the scope, aims, and research questions, followed by a literature review that synthesizes existing research on customer service, employee behavior, and the hospitality industry. The methodology section details the research design, data collection methods, and ethical considerations. The report also provides background information on the Hilton Hotel. The findings chapter presents the results of the research, and the discussion and conclusion chapter analyzes the findings and offers recommendations for improving customer satisfaction and loyalty. The research highlights the importance of employee training, ethical behavior, and consistent service quality in the hospitality sector. The research concludes with references.
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
