Research for Business and Tourism: Sydney Hotel Guest Satisfaction
VerifiedAdded on 2021/06/15
|17
|3141
|78
Report
AI Summary
This report presents research on the impact of personalized service on guest satisfaction in Sydney-based hotels. The study, conducted by a student, investigates the importance of personalized service, identifies strategies for implementation, and establishes the relationship between personalized service and guest satisfaction. The research design employs applied research with a quantitative methodology, utilizing surveys and questionnaires to collect primary data from hotel guests. Ethical considerations, including informed consent and data protection, are addressed. The analysis techniques involve Likert scales to measure the impact of personalized service on guest satisfaction, with a sample size of 300 participants. The findings aim to provide insights for hotel managers to enhance customer satisfaction through tailored services. The report covers problem statements, research objectives, hypothesis, research design, data collection methods, Qualtrics survey explanation, sample selection, ethical considerations, analysis techniques, and references.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Running head: RESEARCH FOR BUSINESS AND TOURISM
Research for Business and Tourism
Research topic: Impact of personalized service on guest satisfaction in the Sydney-based hotels
Name of the Student
Name of the University
Author Note
Research for Business and Tourism
Research topic: Impact of personalized service on guest satisfaction in the Sydney-based hotels
Name of the Student
Name of the University
Author Note
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
1RESEARCH FOR BUSINESS AND TOURISM
Table of Contents
1.0 Problem Statement and Research Objectives..................................................................................2
1.1 Problem Statement.......................................................................................................................2
1.2 Research Objectives.....................................................................................................................2
1.3 Research Hypothesis....................................................................................................................2
2.0 Research Design..............................................................................................................................3
2.1 Core function...............................................................................................................................3
2.2 Information requirements............................................................................................................3
2.3 Methodology................................................................................................................................4
3.0 Data Collection Methods.................................................................................................................4
4.0 Qualtrics Survey explanation...........................................................................................................6
5.0 Sample Selection.............................................................................................................................7
6.0 Ethical Considerations.....................................................................................................................8
7.0 Analysis Techniques........................................................................................................................8
8.0 Reference List and Bibliography...................................................................................................10
9.0 Appendix........................................................................................................................................12
Demographic question.....................................................................................................................12
Questions on personalized hotel services........................................................................................12
Question on guest satisfaction.........................................................................................................14
Table of Contents
1.0 Problem Statement and Research Objectives..................................................................................2
1.1 Problem Statement.......................................................................................................................2
1.2 Research Objectives.....................................................................................................................2
1.3 Research Hypothesis....................................................................................................................2
2.0 Research Design..............................................................................................................................3
2.1 Core function...............................................................................................................................3
2.2 Information requirements............................................................................................................3
2.3 Methodology................................................................................................................................4
3.0 Data Collection Methods.................................................................................................................4
4.0 Qualtrics Survey explanation...........................................................................................................6
5.0 Sample Selection.............................................................................................................................7
6.0 Ethical Considerations.....................................................................................................................8
7.0 Analysis Techniques........................................................................................................................8
8.0 Reference List and Bibliography...................................................................................................10
9.0 Appendix........................................................................................................................................12
Demographic question.....................................................................................................................12
Questions on personalized hotel services........................................................................................12
Question on guest satisfaction.........................................................................................................14
2RESEARCH FOR BUSINESS AND TOURISM
3RESEARCH FOR BUSINESS AND TOURISM
1.0 Problem Statement and Research Objectives
1.1 Problem Statement
Liat et al. (2014) stated that guests or customers when offered with a customized or
personalized service, they intends to obtain the sense of being valued and opens the
communication. Moreover, people also intend to spend more if the quality of the service serves
with greater efficiency. In recent times, hospitality industry utilized the personalized service like
modern technology to build guest profiles, utilizing CRM to track VIP guests and to offer
customer preferred service within the hotel during their stay.
Australian hospitality industry however comes up short in the high-end accommodation
stakes (Financial Review 2018). This lack of customized services leads to lower satisfaction
level which furthermore affects the profitability rate of the Australian industry. Thus, this
research study will emphasized on the importance of personalized service in hospitality industry,
strategies that can help the managers of the organization to implement personalized service in
hospitality industry followed by the relationship between personalized service and guest
satisfaction.
1.2 Research Objectives
To explain the importance of personalized service in hospitality industry
To identify the strategies of personalized services in hospitality organisations in Sydney
To establish the relationship between personalized service and guest satisfaction
1.3 Research Hypothesis
H0: There is an impact of personalized service on guest satisfaction in the Sydney-based hotels
1.0 Problem Statement and Research Objectives
1.1 Problem Statement
Liat et al. (2014) stated that guests or customers when offered with a customized or
personalized service, they intends to obtain the sense of being valued and opens the
communication. Moreover, people also intend to spend more if the quality of the service serves
with greater efficiency. In recent times, hospitality industry utilized the personalized service like
modern technology to build guest profiles, utilizing CRM to track VIP guests and to offer
customer preferred service within the hotel during their stay.
Australian hospitality industry however comes up short in the high-end accommodation
stakes (Financial Review 2018). This lack of customized services leads to lower satisfaction
level which furthermore affects the profitability rate of the Australian industry. Thus, this
research study will emphasized on the importance of personalized service in hospitality industry,
strategies that can help the managers of the organization to implement personalized service in
hospitality industry followed by the relationship between personalized service and guest
satisfaction.
1.2 Research Objectives
To explain the importance of personalized service in hospitality industry
To identify the strategies of personalized services in hospitality organisations in Sydney
To establish the relationship between personalized service and guest satisfaction
1.3 Research Hypothesis
H0: There is an impact of personalized service on guest satisfaction in the Sydney-based hotels
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
4RESEARCH FOR BUSINESS AND TOURISM
H1: There is no impact of personalized service on guest satisfaction in the Sydney-based hotels
2.0 Research Design
Brown (2014) depicted that the term research design refer a set of methods for collecting
and analyzing research variable specified in the problem statement of the research study. The
research design is comprised of three sections- core function, information requirements and
methodology.
2.1 Core function
Kowalczyk (2014) highlight that core function of the research identified whether the
research is intended to solve practical problems or just aims for gaining knowledge reacted to the
research study. The core function of the research can be categorized into two aspects- pure
research and applied research. Brown (2014) depicted that pure research driven purely by
curiosity so that more knowledge on the research topic can be gathered. This type of research is
not directly applicable to the real world but focuses on better understanding of the topic and its
scenario. On the other hand, Tetnowski (2015) stated that applied research is based on real life
problem and focuses on a particular organization or industry to solve an existing problem. In this
research study, applied research will be followed. The prime reason for selecting the applied
research is that the research is based on the problem of driving the customer satisfaction through
personalized services for Sydney-based hotels only. Thus, the personalized factors that is absent
in these Australian hotel will be investigated and hence the research refers to applied research.
2.2 Information requirements
The information related to the importance of personalized service in hospitality industry
and strategies of personalized services in hospitality organizations in Sydney will be required to
H1: There is no impact of personalized service on guest satisfaction in the Sydney-based hotels
2.0 Research Design
Brown (2014) depicted that the term research design refer a set of methods for collecting
and analyzing research variable specified in the problem statement of the research study. The
research design is comprised of three sections- core function, information requirements and
methodology.
2.1 Core function
Kowalczyk (2014) highlight that core function of the research identified whether the
research is intended to solve practical problems or just aims for gaining knowledge reacted to the
research study. The core function of the research can be categorized into two aspects- pure
research and applied research. Brown (2014) depicted that pure research driven purely by
curiosity so that more knowledge on the research topic can be gathered. This type of research is
not directly applicable to the real world but focuses on better understanding of the topic and its
scenario. On the other hand, Tetnowski (2015) stated that applied research is based on real life
problem and focuses on a particular organization or industry to solve an existing problem. In this
research study, applied research will be followed. The prime reason for selecting the applied
research is that the research is based on the problem of driving the customer satisfaction through
personalized services for Sydney-based hotels only. Thus, the personalized factors that is absent
in these Australian hotel will be investigated and hence the research refers to applied research.
2.2 Information requirements
The information related to the importance of personalized service in hospitality industry
and strategies of personalized services in hospitality organizations in Sydney will be required to
5RESEARCH FOR BUSINESS AND TOURISM
address the research objectives. The research respondent will be asked question related to their
preferences of the personalized hotel services and the things they like and dislike about the
available services they have experienced in the Australian hotels.
2.3 Methodology
The quantitative, qualitative and mixed methods researches are the three types of research
methodology that can be utilized in a research study (Tetnowski 2015). Quantitative research
type measures the level of occurrences numerically and considered random sampling and
structured data collection instruments (Mertens 2014). On the other hand Yin (2017) stated that
qualitative research emphasizes on gaining insights and underlying reasons behind the research
topic. However, mixed methods researches considered both the quantitative and qualitative
research for addressing the research objectives. In this research study, quantitative research is
considered. The method that is used for the quantitative research can be done through survey,
structured interviews, longitudinal studies, observation and case studies (McCusker and
Gunaydin 2015). Brannen (2017) moreover stated that qualitative research include, in-depth
interviews, participant observation, focus groups, case studies and content analysis. In the mixed
methods, both quantitative and qualitative research types are considered. In this research, only
quantitative research type is considered. The questions asked from the people are based on the
customized services they were offered and like to being offered in the Sydney hotels. Moreover,
the answer given is measured through the likert scale to evaluate the impact of personalized
service on guest satisfaction in the Sydney-based hotels.
address the research objectives. The research respondent will be asked question related to their
preferences of the personalized hotel services and the things they like and dislike about the
available services they have experienced in the Australian hotels.
2.3 Methodology
The quantitative, qualitative and mixed methods researches are the three types of research
methodology that can be utilized in a research study (Tetnowski 2015). Quantitative research
type measures the level of occurrences numerically and considered random sampling and
structured data collection instruments (Mertens 2014). On the other hand Yin (2017) stated that
qualitative research emphasizes on gaining insights and underlying reasons behind the research
topic. However, mixed methods researches considered both the quantitative and qualitative
research for addressing the research objectives. In this research study, quantitative research is
considered. The method that is used for the quantitative research can be done through survey,
structured interviews, longitudinal studies, observation and case studies (McCusker and
Gunaydin 2015). Brannen (2017) moreover stated that qualitative research include, in-depth
interviews, participant observation, focus groups, case studies and content analysis. In the mixed
methods, both quantitative and qualitative research types are considered. In this research, only
quantitative research type is considered. The questions asked from the people are based on the
customized services they were offered and like to being offered in the Sydney hotels. Moreover,
the answer given is measured through the likert scale to evaluate the impact of personalized
service on guest satisfaction in the Sydney-based hotels.
6RESEARCH FOR BUSINESS AND TOURISM
3.0 Data Collection Methods
Bryman (2015) stated that the process of collecting information from different sources to
answer the research questions is known as data collection process. Data for the research can be
collected through two methods- primary and secondary data collection method. In primary data
collection method, the data are gathered directly from the respondents; while in secondary data
collection method sources like newspaper, journal articles and content from authentic websites
are considered. In this research study, the primary data collection will be considered. The
primary data collection is carried out through survey, questionnaires and interviews (Kowalczyk
2014). The advantage of primary data is that the data are reliable as the data gathered can be
used for is solely for addressing the research topic and questions (Mertens 2014). Moreover,
primary data collection always based on updated data and allows the research to understand the
recent perception on the research topic. Brannen (2017) highlighted that the primary data
collection method is time consuming and require large enough sample otherwise the research
findings can only be applicable for a particular aspects or organization or industry. Secondary
data collection on the other hand saves efforts and expenses and hence economical (Yin 2017).
This kind research saves times and allows focusing on greater demographics and also helps to
improve the man idea of the research problem. McNabb (2015) moreover stated that secondary
data collection method provides outdated data for the research topic which might not be relevant
with the recent times research outcomes. Additionally, lack of control over data quality is
another disadvantage of the secondary data collection method.
In this research study, primary data collection will be collected. The research topic is to
analyze the impact of personalized service on guest satisfaction in the Sydney-based hotels and
in order to get the idea of satisfaction through personalized service, primary data collection will
3.0 Data Collection Methods
Bryman (2015) stated that the process of collecting information from different sources to
answer the research questions is known as data collection process. Data for the research can be
collected through two methods- primary and secondary data collection method. In primary data
collection method, the data are gathered directly from the respondents; while in secondary data
collection method sources like newspaper, journal articles and content from authentic websites
are considered. In this research study, the primary data collection will be considered. The
primary data collection is carried out through survey, questionnaires and interviews (Kowalczyk
2014). The advantage of primary data is that the data are reliable as the data gathered can be
used for is solely for addressing the research topic and questions (Mertens 2014). Moreover,
primary data collection always based on updated data and allows the research to understand the
recent perception on the research topic. Brannen (2017) highlighted that the primary data
collection method is time consuming and require large enough sample otherwise the research
findings can only be applicable for a particular aspects or organization or industry. Secondary
data collection on the other hand saves efforts and expenses and hence economical (Yin 2017).
This kind research saves times and allows focusing on greater demographics and also helps to
improve the man idea of the research problem. McNabb (2015) moreover stated that secondary
data collection method provides outdated data for the research topic which might not be relevant
with the recent times research outcomes. Additionally, lack of control over data quality is
another disadvantage of the secondary data collection method.
In this research study, primary data collection will be collected. The research topic is to
analyze the impact of personalized service on guest satisfaction in the Sydney-based hotels and
in order to get the idea of satisfaction through personalized service, primary data collection will
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
7RESEARCH FOR BUSINESS AND TOURISM
be suitable. The customers can present their recent perception on the customer services provided
in the Australian hotels and the level of satisfaction people get from these hospitality industries.
4.0 Qualtrics Survey explanation
In order to gain relatively quick response from the respondent, questionnaires are
developed from a large population. Hillygus, Jackson and Young (2014) stated that questionnaire
are conducted when the process of taking interview from such a large population is impractical.
The type of question that is used in the research study is questionnaire where the
customers of the different Sydney hotel are considered for the close-ended question. The
questionnaire is designed based on the two research variables that are personalized service and
guest satisfaction. Questions based on these variables help in identifying the factors and
strategies that customer prefers regarding personalizing the hospitality services. The
questionnaire comprised of demographic questions also which allows in identifying which group
of people utilizes the hotel services and for what purpose they use these services. The
questionnaire based on the research variable ‘personalized hotel services’ highlights the factors
like additional amenities, customized food, different consumer choices about room, view and
type, addressing consumers with their names and personalized guest travel option that can
address the research objective ‘to identify the strategies of personalized services in hospitality
organizations in Sydney’. The next set of questionnaire is based on the research variable ‘guest
satisfaction’ that comprised of questions based on reliability and empathy, assurance,
professional presentation and addressing the query of the guests that is based on the RATER
model utilized in the literature review. These questions help in finding the relationship between
the two research variable in order to establish a relationship between them. Moreover, all the
questions are close-ended question and can be answered based on the options given in the likert
be suitable. The customers can present their recent perception on the customer services provided
in the Australian hotels and the level of satisfaction people get from these hospitality industries.
4.0 Qualtrics Survey explanation
In order to gain relatively quick response from the respondent, questionnaires are
developed from a large population. Hillygus, Jackson and Young (2014) stated that questionnaire
are conducted when the process of taking interview from such a large population is impractical.
The type of question that is used in the research study is questionnaire where the
customers of the different Sydney hotel are considered for the close-ended question. The
questionnaire is designed based on the two research variables that are personalized service and
guest satisfaction. Questions based on these variables help in identifying the factors and
strategies that customer prefers regarding personalizing the hospitality services. The
questionnaire comprised of demographic questions also which allows in identifying which group
of people utilizes the hotel services and for what purpose they use these services. The
questionnaire based on the research variable ‘personalized hotel services’ highlights the factors
like additional amenities, customized food, different consumer choices about room, view and
type, addressing consumers with their names and personalized guest travel option that can
address the research objective ‘to identify the strategies of personalized services in hospitality
organizations in Sydney’. The next set of questionnaire is based on the research variable ‘guest
satisfaction’ that comprised of questions based on reliability and empathy, assurance,
professional presentation and addressing the query of the guests that is based on the RATER
model utilized in the literature review. These questions help in finding the relationship between
the two research variable in order to establish a relationship between them. Moreover, all the
questions are close-ended question and can be answered based on the options given in the likert
8RESEARCH FOR BUSINESS AND TOURISM
scale and the option for the quantitative questions are ‘Strongly Agree’, ‘Agree’, ‘Neutral’,
‘Disagree’ and ‘Strongly Disagree’.
Thus, the level of measurement for the demographic questions is nominal. Yin (2017)
stated that nominal level of measurement refers to labeling the options given for a particular
question. However, the level of measurement for the quantitative questions is ordinal as
options for the research questions are given in the order of the values from high to low
significance. McCusker and Gunaydin (2015) depicted that ordinal scales measures non-numeric
concepts like discomfort, satisfaction, happiness and agreement.
5.0 Sample Selection
Sample for the research study, is accomplished through two methods- probability or non-
probability sampling. Bosnjak, Das and Lynn (2016) stated that when research respondents get
equal chances to participate in the research study, it is known as probability sampling; on the
other hand when all the respondents does not get the equal opportunity to get selected for
participating in the research study, it is known as non-probability sampling. Kowalczyk (2014)
furthermore stated that probability or non-probability sampling method for formulating sample
size; whereas non-random processes is opted in non-probability sampling to create the sample
for the research. The advantage of the probability sampling is that it is cost effective and avoids
biasness of the research answers. Bosnjak, Das and Lynn (2016) moreover added that lesser time
consumption and ease in conducting these techniques even by non- technical persons are some
other advantage of probability sampling. Non-probability sampling have the advantage is that it
allow to attain in-depth knowledge and sometime help in finding a different direction to the
research topic. Bryman and Bell (2015) however, highlighted some disadvantage are that it is
very time consuming and only a fewer person can be selected for the research. This leads to
scale and the option for the quantitative questions are ‘Strongly Agree’, ‘Agree’, ‘Neutral’,
‘Disagree’ and ‘Strongly Disagree’.
Thus, the level of measurement for the demographic questions is nominal. Yin (2017)
stated that nominal level of measurement refers to labeling the options given for a particular
question. However, the level of measurement for the quantitative questions is ordinal as
options for the research questions are given in the order of the values from high to low
significance. McCusker and Gunaydin (2015) depicted that ordinal scales measures non-numeric
concepts like discomfort, satisfaction, happiness and agreement.
5.0 Sample Selection
Sample for the research study, is accomplished through two methods- probability or non-
probability sampling. Bosnjak, Das and Lynn (2016) stated that when research respondents get
equal chances to participate in the research study, it is known as probability sampling; on the
other hand when all the respondents does not get the equal opportunity to get selected for
participating in the research study, it is known as non-probability sampling. Kowalczyk (2014)
furthermore stated that probability or non-probability sampling method for formulating sample
size; whereas non-random processes is opted in non-probability sampling to create the sample
for the research. The advantage of the probability sampling is that it is cost effective and avoids
biasness of the research answers. Bosnjak, Das and Lynn (2016) moreover added that lesser time
consumption and ease in conducting these techniques even by non- technical persons are some
other advantage of probability sampling. Non-probability sampling have the advantage is that it
allow to attain in-depth knowledge and sometime help in finding a different direction to the
research topic. Bryman and Bell (2015) however, highlighted some disadvantage are that it is
very time consuming and only a fewer person can be selected for the research. This leads to
9RESEARCH FOR BUSINESS AND TOURISM
biased answers and sometimes the answered collected from different samples are confusing as all
the people present their own perception.
In this research study, the probability sampling through simple random sampling will be
selected. These are the customers visited in the Australian hotel even at least once. The
customers are only selected as they can better portray the services available in Australian hotel
and how these aspects help in attaining guest satisfaction. The sample size for the research will
be 300 so that a genuine outcome will be gathered.
6.0 Ethical Considerations
In this research, all the research respondents will be given a consent form that includes all
the requirements related to the research and is duly signed by the respondents. This will illustrate
that these respondents willingly participate in the research. It will be mentioned in the consent
form that the questionnaire will be last maximum of 30 minutes. No research respondent will be
forced to change their answer and the genuine option clicked by them will be considered.
All the data collected from the research will be protected under the legislation of Data
Protection Act 1998. The data obtained from the research is stored in the laptop and only used
for this research only. The data will be stored maximum of 1 year and the research outcome will
be shared to all the research respondents once the data will be evaluated.
7.0 Analysis Techniques
The bivariate data analysis techniques are utilized as the research focused on the two
variables- personalized service and guest satisfaction. Regression analysis will be carried out so
that the relationship between these variable can be obtained. The data outcome will be
represented through frequency table, bar graphs and regression table evaluated by using
biased answers and sometimes the answered collected from different samples are confusing as all
the people present their own perception.
In this research study, the probability sampling through simple random sampling will be
selected. These are the customers visited in the Australian hotel even at least once. The
customers are only selected as they can better portray the services available in Australian hotel
and how these aspects help in attaining guest satisfaction. The sample size for the research will
be 300 so that a genuine outcome will be gathered.
6.0 Ethical Considerations
In this research, all the research respondents will be given a consent form that includes all
the requirements related to the research and is duly signed by the respondents. This will illustrate
that these respondents willingly participate in the research. It will be mentioned in the consent
form that the questionnaire will be last maximum of 30 minutes. No research respondent will be
forced to change their answer and the genuine option clicked by them will be considered.
All the data collected from the research will be protected under the legislation of Data
Protection Act 1998. The data obtained from the research is stored in the laptop and only used
for this research only. The data will be stored maximum of 1 year and the research outcome will
be shared to all the research respondents once the data will be evaluated.
7.0 Analysis Techniques
The bivariate data analysis techniques are utilized as the research focused on the two
variables- personalized service and guest satisfaction. Regression analysis will be carried out so
that the relationship between these variable can be obtained. The data outcome will be
represented through frequency table, bar graphs and regression table evaluated by using
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
10RESEARCH FOR BUSINESS AND TOURISM
Microsoft Excel. Tetnowski (2015) stated that the nominal data is best represented through
frequency tables as the number of people opted for certain option can be easily obtained.
Moreover, the ordinal answers will be better represented through the bar graphs to represent the
agreed option from respondents (McCusker, K and Gunaydin 2015). Thus, the quantitative
questions will be represented through bar graphs. The regression table shows the result outcome
that represents the relationship between the two research variables. The regression will be used
in order to reject the null hypothesis and develop a firm relationship between the two research
variable.
Microsoft Excel. Tetnowski (2015) stated that the nominal data is best represented through
frequency tables as the number of people opted for certain option can be easily obtained.
Moreover, the ordinal answers will be better represented through the bar graphs to represent the
agreed option from respondents (McCusker, K and Gunaydin 2015). Thus, the quantitative
questions will be represented through bar graphs. The regression table shows the result outcome
that represents the relationship between the two research variables. The regression will be used
in order to reject the null hypothesis and develop a firm relationship between the two research
variable.
11RESEARCH FOR BUSINESS AND TOURISM
8.0 Reference List and Bibliography
Bosnjak, M., Das, M. and Lynn, P., 2016. Methods for probability-based online and mixed-
mode panels: Selected recent trends and future perspectives. Social Science Computer
Review, 34(1), pp.3-7.
Brannen, J. ed., 2017. Mixing methods: Qualitative and quantitative research. Routledge.
Brown, T.A., 2014. Confirmatory factor analysis for applied research. Guilford Publications.
Bryman, A. and Bell, E., 2015. Business research methods. Oxford University Press, USA.
Bryman, A., 2015. Social research methods. Oxford university press.
Hillygus, D.S., Jackson, N. and Young, M., 2014. Professional respondents in non-
probability online panels. Online panel research: A data quality perspective, pp.219-237.
Hung, S.Y., Chen, C.C. and Huang, N.H., 2014. An Integrative approach to understanding
customer satisfaction with e-service of online stores. Journal of Electronic Commerce
Research, 15(1), p.40.
Kowalczyk, D., 2014. Purposes of research: exploratory, descriptive &
explanatory. Educational Potal.
Liat, C.B., Mansori, S. and Huei, C.T., 2014. The associations between service quality,
corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel
industry. Journal of Hospitality Marketing & Management, 23(3), pp.314-326.
McCusker, K. and Gunaydin, S., 2015. Research using qualitative, quantitative or mixed
methods and choice based on the research. Perfusion, 30(7), pp.537-542.
McNabb, D.E., 2015. Research methods for political science: Quantitative and qualitative
methods. Routledge.
8.0 Reference List and Bibliography
Bosnjak, M., Das, M. and Lynn, P., 2016. Methods for probability-based online and mixed-
mode panels: Selected recent trends and future perspectives. Social Science Computer
Review, 34(1), pp.3-7.
Brannen, J. ed., 2017. Mixing methods: Qualitative and quantitative research. Routledge.
Brown, T.A., 2014. Confirmatory factor analysis for applied research. Guilford Publications.
Bryman, A. and Bell, E., 2015. Business research methods. Oxford University Press, USA.
Bryman, A., 2015. Social research methods. Oxford university press.
Hillygus, D.S., Jackson, N. and Young, M., 2014. Professional respondents in non-
probability online panels. Online panel research: A data quality perspective, pp.219-237.
Hung, S.Y., Chen, C.C. and Huang, N.H., 2014. An Integrative approach to understanding
customer satisfaction with e-service of online stores. Journal of Electronic Commerce
Research, 15(1), p.40.
Kowalczyk, D., 2014. Purposes of research: exploratory, descriptive &
explanatory. Educational Potal.
Liat, C.B., Mansori, S. and Huei, C.T., 2014. The associations between service quality,
corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel
industry. Journal of Hospitality Marketing & Management, 23(3), pp.314-326.
McCusker, K. and Gunaydin, S., 2015. Research using qualitative, quantitative or mixed
methods and choice based on the research. Perfusion, 30(7), pp.537-542.
McNabb, D.E., 2015. Research methods for political science: Quantitative and qualitative
methods. Routledge.
12RESEARCH FOR BUSINESS AND TOURISM
Mertens, D.M., 2014. Research and evaluation in education and psychology: Integrating
diversity with quantitative, qualitative, and mixed methods. Sage publications.
Meyers, L.S., Gamst, G. and Guarino, A.J., 2016. Applied multivariate research: Design and
interpretation. Sage publications.
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer
satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing
and Consumer Services, 21(2), pp.118-129.
Tetnowski, J., 2015. Qualitative case study research design. Perspectives on Fluency and
Fluency Disorders, 25(1), pp.39-45.
Yin, R.K., 2017. Case study research and applications: Design and methods. Sage
publications.
Mertens, D.M., 2014. Research and evaluation in education and psychology: Integrating
diversity with quantitative, qualitative, and mixed methods. Sage publications.
Meyers, L.S., Gamst, G. and Guarino, A.J., 2016. Applied multivariate research: Design and
interpretation. Sage publications.
Orel, F.D. and Kara, A., 2014. Supermarket self-checkout service quality, customer
satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing
and Consumer Services, 21(2), pp.118-129.
Tetnowski, J., 2015. Qualitative case study research design. Perspectives on Fluency and
Fluency Disorders, 25(1), pp.39-45.
Yin, R.K., 2017. Case study research and applications: Design and methods. Sage
publications.
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
13RESEARCH FOR BUSINESS AND TOURISM
9.0 Appendix
Demographic question
Q1. What is your age?
18- 20 years
21- 30 years
31- 40 years
41- 50 years
More than 50 years
Q2. How often do you visit Australian hotel
Once in a year
2- 3 times a year
4- 5 time in a year
More than 5 years
Q3. What is your major purpose for visiting Australian hotels?
Family holiday
Business tour
Others
Questions on personalized hotel services
Q4. How far do you agree that additional amenities are responsible for providing guest
satisfaction?
Strongly Agree
9.0 Appendix
Demographic question
Q1. What is your age?
18- 20 years
21- 30 years
31- 40 years
41- 50 years
More than 50 years
Q2. How often do you visit Australian hotel
Once in a year
2- 3 times a year
4- 5 time in a year
More than 5 years
Q3. What is your major purpose for visiting Australian hotels?
Family holiday
Business tour
Others
Questions on personalized hotel services
Q4. How far do you agree that additional amenities are responsible for providing guest
satisfaction?
Strongly Agree
14RESEARCH FOR BUSINESS AND TOURISM
Agree
Neutral
Disagree
Strongly Disagree
Q5. How far do you agree that customized food will provide the guest with better satisfaction
level?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q6. How far do you agree that providing different consumer choices about room, view and
type improves the quality of service?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q7. How far do you agree that addressing consumers with their names will improve the
consumer satisfaction?
Strongly Agree
Agree
Agree
Neutral
Disagree
Strongly Disagree
Q5. How far do you agree that customized food will provide the guest with better satisfaction
level?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q6. How far do you agree that providing different consumer choices about room, view and
type improves the quality of service?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q7. How far do you agree that addressing consumers with their names will improve the
consumer satisfaction?
Strongly Agree
Agree
15RESEARCH FOR BUSINESS AND TOURISM
Neutral
Disagree
Strongly Disagree
Q8. How far do you agree that receiving personalized guest travel option is essential for
providing consumer service?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Question on guest satisfaction
Q9. How far do you agree that reliability and empathy is essential for improving guest
satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q10. Do you agree that the assurance of the value of the organization triggers the guest
satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q8. How far do you agree that receiving personalized guest travel option is essential for
providing consumer service?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Question on guest satisfaction
Q9. How far do you agree that reliability and empathy is essential for improving guest
satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q10. Do you agree that the assurance of the value of the organization triggers the guest
satisfaction?
Strongly Agree
Agree
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
16RESEARCH FOR BUSINESS AND TOURISM
Neutral
Disagree
Strongly Disagree
Q11. How far do you agree that the professional presentation of the staffs is essential for
improving guest satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q12. Do you agree that addressing the query of the guests helps in improving the guest
satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Neutral
Disagree
Strongly Disagree
Q11. How far do you agree that the professional presentation of the staffs is essential for
improving guest satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
Q12. Do you agree that addressing the query of the guests helps in improving the guest
satisfaction?
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
1 out of 17
Related Documents
Your All-in-One AI-Powered Toolkit for Academic Success.
+13062052269
info@desklib.com
Available 24*7 on WhatsApp / Email
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
Unlock your academic potential
© 2024 | Zucol Services PVT LTD | All rights reserved.