Ethical Approval Request: Housekeeping & Guest Satisfaction Research

This document is a student's ethical clearance form submitted for a research project focusing on the importance of the housekeeping department towards guest satisfaction at the Hilton hotel, as part of the BA (Hons) International Hospitality Management program. The form details the research aim, objectives, and questions, along with a literature review exploring the relationship between housekeeping and customer satisfaction. The rationale highlights the significance of the research for both personal and professional development. The methodology section outlines the research philosophy (positivism), approach (deductive), strategy (survey), and choice (quantitative), with a cross-sectional time horizon. The sampling plan involves probability sampling with a random sampling method, targeting a sample size of 30 customers. Ethical considerations, including consent, confidentiality, and data protection, are addressed. The study will use questionnaires consisting of 10 to 15 closed-ended questions to gather primary data. References to relevant research literature support the study's design and methodology.

Ethical clearance
form for the research
project

Request for ethical approval for students on taught programmes
Please complete this form and return it to your supervisor as advised in your module handbook.
Feedback on your application will be via your supervisor or co-ordinator.
Student ID:
Unimail address:
Other contact
information
Programme name and
code
BA(HONS) INTERNATIONAL HOSPITALITY MANAGEMENT
Module name and code
Name of supervisor
Name of co-ordinator
Title of proposed research study
To analysis of the importance of housekeeping department towards guest satisfaction in the Hilton
hotel.
Supervisor Comments
Does the overall study have low, moderate or high risk
in terms of ethical implications?
Low ❑ Moderate ❑High ❑
1. What is the aim of your study? What are the objectives for your study?
Research aim
The aim of the research is to analyse how the housekeeping department can improve the customer
satisfaction: A study on Hilton hotel.
Research objective
 To develop basic understanding regarding the housekeeping department and customer
satisfaction
 To determine the ways that could be used by housekeeping department of Hilton hotel for

improving customer satisfaction
 To examine the importance of customer satisfaction for housekeeping department of Hilton
hotel
Research question
 What are the basic understand regarding the housekeeping department and customer
satisfaction?
 What are the ways that could be used by housekeeping department of Hilton hotel for
improving customer satisfaction?
 What is the importance of customer satisfaction for housekeeping department of Hilton
hotel?
2. Explain the rationale for this study (refer to relevant research literature in your response).
Research rational
The main motive behind carrying out the investigation is to gain in depth information about the
housekeeping department in hospitality industry. This research will enhance my knowledge about
the impact of housekeeping department in order to satisfy the customer in sound manner. This
research will also highlight the importance of customer satisfaction for housekeeping department.
Apart from this the present research has great interest as it will help in achieving two vital
objectives which are personal and professional (Padlee, Thaw and Zulkiffli, 2019). In respect to
personal this research will enhance my knowledge about various method or tool used in research to
complete it in systematic manner. This investigation will also build different skills in me which
developed better personality in me. On the other side, with respect to professional objective, this
investigation will aids in building professional career in sound manner. The investigation will
assist me in finding various jobs available in hospitality industry. Thus, the existing research is
quite significant in attaining the two objectives in effective and efficient manner (Baquero and et.
al, 2020).
Literature review
WHAT ARE THE BASIC UNDERSTAND REGARDING THE HOUSEKEEPING DEPARTMENT AND CUSTOMER
SATISFACTION?
As per the view of Tavitiyaman and et. al (2021), housekeeping department is one of the major
operational departments in hospitality industry. The major function which is performed by the
housekeeping are cleaning room, marinating the property, up keeping the rooms, back area, public
areas and otter surrounding. It is very important to keep house cleaning as it helps in satisfying the

customer at most. On the other hand, customer satisfaction can be defined as measuring the level of
happiness a customer gain by using the specific product and service. In hospitality industry it is
very important to satisfy the customer in order to create good market image.
WHAT ARE THE WAYS THAT COULD BE USED BY HOUSEKEEPING DEPARTMENT OF HILTON HOTEL
FOR IMPROVING CUSTOMER SATISFACTION?
According to the Verma, Singh and Aggarwal (2020), housekeeping in Hilton hotel keeps the
property clean in order to create a home for their guest when they are away from home. The
foremost role they play is maintaining a property in such a way that they establish a welcoming
atmosphere for their customer and travellers. Another ways they use is ensuring a high standard of
cleanliness so that guest can get pleasant surroundings. Hospitality industry also provides a
uniform to their housekeeper so that they can get recognised in greater manner. To enhance the
customer satisfaction house keeping department also do laundering service of the guest cloth so
that they do not feel uncomfortable while staying at hotel.
WHAT IS THE IMPORTANCE OF CUSTOMER SATISFACTION FOR HOUSEKEEPING DEPARTMENT OF
HILTON HOTEL?
As per the view of Paris, Howell and Smith (2018), it is very important for enhancing the customer
satisfaction by the housekeeping department of Hilton hotel. If customer are satisfied with the
housekeeper service than this will helps in bring the customer back to the hotel. The hotel will gain
the advantage of repeated customer again and again. Customer satisfaction also helps the
housekeeping department to gain more reward and perks by the positive review they get by guest.
They also gain competitive advantage by other hospitality firm operates in the world. Mouth
publicity of Hilton will also enhance by the service render by housekeeping department of Hilton
hotel.
Reference list:
Padlee, S.F., Thaw, C.Y. and Zulkiffli, S.N.A., 2019. The relationship between service quality,
customer satisfaction and behavioural intentions. Tourism and hospitality
management. 25(1). pp.121-139.
Baquero, A., and et. al, 2020. The influence of transformational and authentic leadership on the
satisfaction of hotel customers in the Canary Islands. Tourism and Hospitality
Research. 20(3.pp.331-344.
Tavitiyaman, P., and et. al, 2021. Employee Productivity of Hotel Room Attendants: An Input–
Output Perspective. International Journal of Hospitality & Tourism Administration. pp.1-
28.
Verma, P., Singh, M. and Aggarwal, N., 2020, June. The Effect of Next–Level Housekeeping via
Technology on the Perceptions of the Hospitality Aspirants. In 2020 8th International
Conference on Reliability, Infocom Technologies and Optimization (Trends and Future
Directions)(ICRITO) (pp. 1150-1156). IEEE.

Paris, K.V., Howell, R.M. and Smith, E.R., 2018. Employee Total Motivation (ToMo): A Key
Performance Indicator of Customer Satisfaction. Seniors Housing & Care Journal. 26(1).
3. Provide an outline of study design and methods.
RESEARCH METHODOLOGY
Research methodology is a systematic process of identifying, analysing and interpreting the
information. It helps the researcher in attaining the aim and objective in appropriate manner.
Readers also use this section to know the validity and reliability of the gathered data (Bairagi and
Munot, 2019). There are various philosophy, approach and strategy used by investigator to collect
and an lyses information which are discussed below:
Research philosophy: There are two types of research philosophy which are positivism and
interpretivism. As per the investigation, positivism philosophy will be used to gather and analyse
objective data. This philosophy will also helps in knowing the current trend and pattern as per the
selected topic.
Research approach: Deductive and inductive are the two research approach to test the hypothesis
and theories. In present investigation, researcher will be selecting deductive approach to test the
existing theories. The hypothesis is being evaluated by the gathered quantitative data (Säfsten and
Gustavsson, 2020).
Research strategy: There are various research strategies which can be used to gather data which
are survey, focused group, experimental research, case study and many more. In current
investigation, survey strategy will be used to gather information from the mass population. The
major reason for selecting the survey is more scalability to reach with large population
(Davidavičienė, 2018).
Research choice: Quantitative and qualitative are the two research choice. As per the topic
requirement quantitative research will be used to gather numerical information. Gathering and
analysing numerical information requires less time and cost (Eisend and Kuss, 2019).
Time horizon: Cross sectional and longitudinal are the two time frameworks to know the investing
time in the research. In present research, cross sectional time horizon will be selecting so that
investigation can be completed in shorter time (Lai, 2018).
Data collection and instrument: Primary and secondary are the two data collection method. In
present investigation, investigator will be choosing primary data so that first hand information can
be collected directly from the respondent. The research instrument which will be used by the
researcher is questionnaire (Daniel, Kumar and Omar, 2018).
Reference list:
Bairagi, V. and Munot, M.V. eds., 2019. Research methodology: A practical and scientific

approach. CRC Press.
Daniel, B., Kumar, V. and Omar, N., 2018. Postgraduate conception of research methodology:
implications for learning and teaching. International Journal of Research & Method in
Education. 41(2). pp.220-236.
Davidavičienė, V., 2018. Research Methodology: An Introduction. In Modernizing the Academic
Teaching and Research Environment (pp. 1-23). Springer, Cham.
Eisend, M. and Kuss, A., 2019. Research methodology in marketing. Cham, Switzerland: Springer
International Publishing.
Lai, P.C., 2018. Research methodology for novelty technology. JISTEM-Journal of Information
Systems and Technology Management. 15.
Säfsten, K. and Gustavsson, M., 2020. Research methodology: for engineers and other problem-
solvers.
4. Please provide a detailed description of the study sample, covering selection, sample profile,
recruitment and if appropriate, inclusion and exclusion criteria.
Sampling: In current research probability sampling will be choosing by the researcher to take out
sample. Further in that random sampling methods will be used so that respondent can be selected in
equal and fair manner. (Berndt, 2020).
Sample size: The sample size for the current investigation will be 30 customers for Hilton hotel.
Sample profile: The respondent will be of different age, gender, geographical location and many
more (Bhardwaj, 2019).
Reference list:
Berndt, A.E., 2020. Sampling methods. Journal of Human Lactation. 36(2). pp.224-226.
Bhardwaj, P., 2019. Types of sampling in research. Journal of the Practice of Cardiovascular
Sciences. 5(3). p.157.
5. Are payments or rewards/incentives going to be made to the participants? Yes ◻ No ◻
If so, please give details below.
6. Please indicate how you intend to address each of the following ethical considerations in your
study. If you consider that they do not relate to your study please say so.
Guidance to completing this section of the form is provided at the end of the document.
a. Consent
b. Deception
c. Debriefing
d. Withdrawal from the investigation
e. Confidentiality
f. Protection of participants: N/A
g. Observation research
h. Giving advice

i. Research undertaken in public places
j. Data protection
k. Animal Rights: N/A
l. Environmental protection: N/A
7. Are there any further ethical implications arising from your proposed research? Yes ◻No ◻
If your answer was no, please explain why.
8. Have / do you intend to request ethical approval from any other body/organisation?
Yes ◻ No◻
If ‘Yes’ – please give details
Through consent form
9. What study materials will you use? (Please give initial details here of validated scales, bespoke
questionnaires, interview schedules, focus group schedules etc).
Questionnaire that will consist of 10 to 15 closed ended question