This report examines the impact of service quality on customer satisfaction, focusing on Hilton Hotel in London. The study begins with an introduction that highlights the increasing importance of customer satisfaction in the competitive hospitality industry. The rationale emphasizes the need for high-quality service to retain customers, particularly in the face of growing competition. The report sets the aim to analyze this impact and defines objectives to identify the importance of service quality, assess the relationship between service quality and customer satisfaction, and recommend improvements. A literature review explores existing research on service quality and customer satisfaction, drawing on various sources to establish the theoretical framework. The methodology section details the research design, approach, philosophy, data collection methods (primary and secondary), sampling techniques, and data analysis methods. It also addresses the ethical considerations and limitations of the study. The report concludes with a discussion of the findings and implications for the hospitality sector, specifically for Hilton Hotel, emphasizing the importance of maintaining and improving service quality to enhance customer satisfaction and loyalty. The report also offers suggestions for future research.