Hilton Hotel: Analyzing Customer Satisfaction Through Service Quality

This research project delves into customer satisfaction levels at the Hilton Hotel, exploring the impact of service quality on guest experiences. The study presents data illustrating customer visit frequency, key service components affecting satisfaction, and overall satisfaction levels with Hilton's services. It further investigates the correlation between service quality and accommodation choices, customer perceptions of Hilton's service distinctiveness compared to competitors, and areas for service improvement. The project concludes with an assessment of customer likelihood to revisit the Hilton Hotel, providing valuable insights for enhancing customer loyalty and optimizing service delivery. The research references qualitative research methods and studies on customer satisfaction in the hospitality industry.

RESEARCH PROJECT
TASK 4

Theme 1:There are various customers whose visit in
the Hilton hotel in various time
Once in a three month Once in a six month Once in a year
0
5
10
15
20
25
30
35
40
45
Percentage

Theme 2: Service quality is one major component
which affect customer satisfaction level of Hilton
hotel
1 2 3 4 5
0
10
20
30
40
50
60
70
Which one of the component of
Hilton hotel service which
affects your satisfaction level?
Service quality Good brand
image Good value Quick
services Percentage

Theme 3:Hilton hotel provides high quality of
services to its customers
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
0
10
20
30
40
50
60
70
Percentage

Theme 4:Many customers believes that services
quality affect the decision of selecting
accommodation services
Strongly Agree Agree Neutral Disagree Strongly disagree
0
10
20
30
40
50
60
70
Percentage

Theme 5: Many customers believes that Hilton hotel
have distinguished services as compare to other
organisation
Strongly Agree
Agree
Neutral
Disagree
Strongly disagree
0 10 20 30 40 50 60
Percentage

Theme 6: Many customer believes that Hilton hotel
should pay attention in improving existing services.
Strongly Agree Agree Neutral Disagree Strongly disagree
0
5
10
15
20
25
30
35
40
45
Percentage

Theme 7: Most of customer will come again in the
Hilton hotel
Definitely will Probably will Might or Might not
0
10
20
30
40
50
60
70
Percentage

References
Silverman, D., 2016. Qualitative research. Sage.
Smith, J.A., 2015. Qualitative psychology: A practical guide to research methods. Sage.
Taylor, S.J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research methods: A guidebook
and resource. John Wiley & Sons.
Yoshida, M. and James, J.D., 2010. Customer satisfaction with game and service experiences: Antecedents and
consequences. Journal of sport management, 24(3), pp.338-361.