Hilton London: Mobile Payment Platform Effects Research

This research report examines the potential effects of mobile payment platforms on the development of the hospitality sector, with a specific focus on Hilton London. The study begins with an introduction outlining the research overview, background, rationale, aims, objectives, and research questions....Read More

Research Project

Table of Contents
Title: ................................................................................................................................................1
Chapter 1: Introduction ...................................................................................................................1
Chapter 2: Literature Review...........................................................................................................5
Chapter 3: Research Methodology ................................................................................................13
Chapter 4: Data Analysis and Discussion .....................................................................................18
Chapter 5: Conclusion and Recommendation................................................................................30
Conclusion ................................................................................................................................30
Recommendation ......................................................................................................................30
References .....................................................................................................................................32
Appendix .......................................................................................................................................36

Title:
The potential effects of mobile payment platform on hospitality sector development:
HILTON London.
Chapter 1: Introduction
Overview of the Research
The high advancement of technology has transform of way of conducting business, thus
businesses now a day's are concern over using high tech digital tools and technologies for the
purpose of attaining higher growth and success. The ubiquitous development of the mobile
phone has provided as the most popular technology device of all time (Xiang, Magnini and
Fesenmaier, 2015). Therefore, Incidental this expansive device develops a widespread
anticipation of an electronic payment network in support of mobile commerce. Mobile payment
is refers as the service which offers money transaction through applying mobile devices. In
addition to this, mobile payment mainly enables to undertake remote transaction that are
recognised to be the alternate of cash based transaction. The highly increasing implementation of
smart phones and high speed mobile data network is influencing the intention of using mobile
payment method. The digitalisation of payment services or growing e-commerce businesses are
also developing demand for the mobile payment market trends. The present study contains the
study about the potential effects of mobile payment platform on hospitality sector development,
therefore, for better understanding of the investigation area, researcher has select Hotel Hilton
London, as it is a large hotel industry which is operating at global level with the emergence of
highly innovative digital advancement (Tussyadiah and Pesonen, 2018).
Background of the Research
The hospitality industry is mainly recognised to be most developed service industry
which has mainly concern over providing satisfaction to the customers via fulfilling their desires.
Technology in hospitality sector is developing a new parameters for Service industries through
making personalized seamless experiences for customers and clients. Hotel Hilton London, is the
worlds largest multinational hotel industry, which has its global business operations (Guttentag,
2015). The company was founded in the year of 1919, by the potential efforts of Conrad Hilton.
It is a privately held company which has 586 hotels in all around the world and mainly concern
over becoming the most luxury hotel industry. The major focus of Hotel Hilton is to
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implementing innovation in their operations for the purpose of attaining higher growth and
success, therefore, the company is concern over encouraging the use of mobile payment method
for the convenience of hotel and their customers.
Rationale of the Research
The research into consideration is based on analysing the potential impact of mobile
payment over the hospitality sector development. Thus, this is a wide area of academic research
which is effective in exploring the idea and skills base of individual in regards to the area of use
of mobile payment platforms (Parker, Van Alstyne and Choudary, 2016). There are assorted
aspect of mobile payment like google pay, paytm, cash app, Jexx etc. which mainly assist in
growth of hospitality sector. Such payment tools has direct impact over the operations of
hospitality business, thus these all has positive as well as negative influence on the development
of hospitality sector. It is very important to use such payment platforms in proper manner so that
hospitality sector can be developed in an effective and efficient way. This study is effective in
developing the personal as well as professional ability of an investigator or learner in regards to
the area of using mobile payment methods to develop the operations of hotels. Therefore, this
study is efficacious for the people who are using mobile payment methods and also effective for
the hospitality businesses which are using mobile payment methods (Nadler, 2014). This study
basically determines the appropriateness of using mobile payment methods for providing
assistance to the growth and success of business.
Research Aim
To identify the potential effects of mobile payment platform on development of
hospitality sector". A study on HILTON London.
Research Objectives:
The objectives of this specific study are associated as under:
 To understand different platform of mobile payment within the hospitality sector.
 To determine effect of mobile payment platform on sales of the Hilton London. To identify ways through which development of hospitality sector can be raised.
Research Questions
The suitable questions that are effective in assisting the overall work in right manner are
described as underneath:
 What are the different platforms available for the mobile payment?
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 What are the impact of the mobile payment platform on the sales of the Hilton London? What can be the ways with which the sales of the hospitality sector can be increased?
Chapter Structure of the Research
In the implementation of an investigation, structure is effective in providing outline
specification in regards to the further important aspects of research, that are needs to be covered
for effectively completion of the project (Holdsworth and Apeh, 2017). The chapter structure
which is followed by the researcher is described as under:
Chapter 1: Introduction
This is the primary stage of an investigation as it in-consist over providing brief idea
about the study and render authentic information regarding the chosen organisation. This area of
investigation covers aim, objectives of the research to assist the overall work in right manner to
drawing valid and reliable results.
Chapter 2: Literature Review
This is the another important area of investigation as it highlights the information about a
specific investigation area which assist the overall work in right direction to reaching at the key
results (Skilton, 2015). This section of research is mainly incorporates over gathering
information through secondary sources like books, journals, published and non-published articles
etc. This section of research is imperative in developing the understanding in regards to the area
of identifying the potential effects of mobile payment platform on development of hospitality
sector.
Chapter 3: Research Methodology
This is the third and important area of an investigation as it is focuses over adoption of
suitable research methods that has been applied by the investigator to gather appropriate
information in order to reaching at the final vision that has been set by the investigator at the
beginning of the research. This section of research involves various applications like type of
investigation, research design, research philosophy, data collection tools, sampling, data analysis
and so on.
Chapter 4: Data Analysis
It basically recognised as the most important area of a research project, thus in this
accumulated information is analysed in reference to the objectives and questions that has been
set before (Morosan and Bowen, 2018). In this section of investigation, investigator present the
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gathered data in correct way so that the individuals could able to identify the scope and
objectives of the study. This section mainly involves formulation of graphs, pie charts that helps
in presenting overall information in graphical format which is very much to be understood by the
reader or learner.
Chapter 5: Conclusion and Recommendation
This is the final stage of an investigation in which conclusion and recommendations of
the project study has been focused. Conclusion refers as the results that are obtained on the
outcomes of the research, thus in this a brief summary is developed over the area of analysing
the potential effects of mobile payment platform on development of hospitality sector. In
addition to this, recommendation is defined as the suggestions that are significant for Hotel
Hilton London to make appropriate improvement in their operations (Reillier and Reillier, 2017).
However, recommendations are made over the findings of the research to assist the work in the
direction of future development.
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Chapter 2: Literature Review
Literature Review is basically defined as the most important area of an investigation, as it
is a descriptive, analytical summary of the existing material which is relating to a specific
investigation area of study. In addition to this literature review is also defined as the process
which involves a systematic evaluation of a prior investigation work (Wiles and Crawford,
2017). A literature is a both summary or explanation of a specific area of study to explore
understanding of a reader and learner. The present research is based on identifying the potential
effects of mobile payment platform on development of hospitality sector, in which proper study
is required to develop an effective theoretical framework to support the investigation in right
manner. This is a wide area of study which is significant for each individual to provide
knowledge regrading the area of mobile payment method and its usefulness for the growth of
hospitality industry. This part of research is mainly encompasses over gathering information
from secondary sources, which involves books, journals, articles, newspapers, magazines, past
research project and so on. Although, this is the most imperative area of investigation which is
significant in providing in-depth evaluation over a specific area of study is address the issue via
the support of authentic information. In this part of research, past investigation area plays a vital
role in providing a specification in relation to a specific area, which will be supportive in
conducting detailed analysis to reaching at the potential results (Buhalis and Leung, 2018).
The different platform of mobile payment within the hospitality sector.
As per the views expressed by Mitchell Grant, 2019, A mobile payment is refers as a
money payment which is made for a product or services by a portable electronic device likewise
a tablet and cell phone. In addition to this, mobile payments are also an increasingly popular
aspect to accept in an individual payments because they are secure, fast and convenient in nature.
Mobile payments are also defined as the regulated transactions which take place digitally via the
help of mobile devices. Rapid advancement in technology has changed the way of conducting
business, therefore, digital advancement mainly ensures the business to the higher growth and
development. Therefore, individual and businesses are very much concern over implementing
advance tools and technologies for the purpose of attaining higher growth and success (Buhalis
and et. al., 2019). Despite from this, in this modder digital era, banks and financial institutes have
recently implemented technology into their banking apps which allows buyers to send money
instantly to their friends, family members and others by their bank accounts. Thus, its reduces the
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need of carrying cash. Mobile payments are also made on sites at the stores through scanning a
barcode on a mobile app accepting payments through convenience hotels to a large international
hospitality industry. As per the opinion stated by Emily Sorensen, 2018, Mobile payments
mainly defined to any payment which is created via applying mobile device. Due to high
dependence of smart phone, individual and businesses are using smart phone devices to making
their operations more liable and easy, thus there are multiple ways have been developed to allow
buyers to pay conveniently by applying their mobile phones. There are assorted advance
payment apps which render buyers with the new experience or ways to exchange money with
their family, friends, peers, using substitute currencies, purchase products, earning rewards,
managing expenditure and others (Hua, 2016). The proper explanation of mobile payment
methods are associated as below:
Google Pay: This is the most applied mobile payment method, which refers as a fast and simple
way to pay online, in physical stores, shops, supermarkets and hotels as well. This is effective in
sending peer to peer feature that is involved in google pay that has plays an effective role in
replaced google wallet service. In google pay money can be send through using mobile number
or email ID, thus there is no need to provide whole banking details. Google pay can be used in
two different manner, thus the first way is to pay for things which are purchased by the stores
with the help of google pay app, which is applied in the store, supermarket or hotel, therefore, it
is mainly incorporated with the effective Android ecosystem and it is quite easy to use anywhere
an individual buy things through applying their Android. Furthermore, the another payment
option is known as google pay send which is for sending and receiving money through other
individual for their own purpose. It can be set by the person as per their convenience to
automatically put the money in to the bank accounts and to keep them safe in their google
accounts. This is effective for Hilton Hotel London to provide an effective and easy way of
making payments and be reliable with the security of safety of their transaction.
Cash App: It is also an effective and easy way to exchange, send, request and receive money. In
this, every time an individual receive payment which can either keep the funds in the account
balance to withdraw or to spend with cash card or it can also be deposited in the bank account
which is linked with the mobile app (Skilton, 2016). This application is mainly used by the
people to receive constant cash back as it provide instant cash back with the use of cash card.
This recognised to the best and effective way of making payment and it is effective in providing
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benefits to the business and its customers as well. In the context of Hotel Hilton London, this
application is effective in providing easy and effective benefits to the customers in terms of
receiving cashback and extra offers.
Mobile Wallet: A Mobile wallet is defined as a virtual wallet which stores payment card data on
a mobile device. Thus it is an effective way for a user to make payment in the store and can also
applied at merchants listed through the mobile wallet service provider. This is a mobile app
which can be installed on a smartphone or it is an already available in the feature of smart phone.
This application is mainly effective in storing information of debit, credit card, coupons or
reward cards (Salvioni, 2016). This can also be implemented by the Hotel Hilton for the purpose
of providing convenience facilities to their customers and helps in sustaining the clients for
longer run of operations via satisfying them with the effective payment method.
Jaxx: It is also an imperative way of mobile payment, thus it also recognised as a cryptocurrency
wallet which is available for download on different platforms. It mainly recognised as the most
popular asset wallet, which is applied to hold, trade and control a variety of block chan which
incorporates over cryptocurrency that involves Bitcoin Cash, Zcash, Bitchoin etc. This
application is user friendly in nature and also effective in providing easy and free support to
customers. This application is mainly applied by the Hotel Hilton for the purpose of facilitating
effective payment facilities to their customers from different areas as it is the most popular
application which is effectively applied by the people at global level.
Venmo: It recognised as a pay-by-text service which mainly enables an individual to pay via
applying its effective approach that are relay upon SMS. Therefore, it is a simple or fun app for
receiving and sending to their friends and families and making shopping from the online sites
(Law, Chan and Wang, 2018). This is effective for Hotel Hilton London to provide effective
payment system to their customers who wants high security in their payment and wants quick
transactions.
Paypal: This recognised to be the most safe and secure application which is easy and convenient
in nature, thus it is effective in providing various safety measures in the place to prevent theft. As
per the opinion stated by Priya Viswanathan, 2019, This is an imperative way for sending money
to users at all around the globe because it recognised to be the one of the most popular payment
method. Therefore, this can also be significant in the terms of providing effective payment
facilities to their potential users. This is widely applied tool which is effective in providing a safe
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and secure way of making transaction without using their account numbers and other important
details.
The effect of mobile payment platform on sales of the Hilton London.
According to the opinion stated by Michael Kasavana, 2011, the rapid development of
mobile technologies and the wide network of mobile phone users, sanction mobile payment
system as an essential place in the e-commerce industry, thus the increasing use of mobile
phones and digital technologies has changed the way of conducting business. In today's scenario,
the living of people are very much based on digital tools and technologies as people are very
much liable on the use of advance tools and technologies. Therefore, businesses now a day's are
very much concern on using effective digital platforms for the purpose of rendering effective
facilities to their customers. Ami Dias, 2019, In today's digital era, individual are seeking for
making their transaction through online devices as it is an easy and effective way of paying and
receiving payment. Hospitality is the most developing industry which is widely concern on
implementing advancement in their operations for the purpose of providing higher satisfaction to
their customers, therefore, it mainly turns in developing the sales of the business (Souiden,
Ladhari and Chiadmi, 2019). Hilton London is a luxury multinational hotel industry which is
mainly concern over enhancing the satisfaction of their buyers through providing effective
payment facilities. The use of mobile payment platform has direct impact on the sales of Hilton
Hotel, thus it is providing an easy and convenient way for the customers to make online
payment. As a large well reputed business, Hilton Hotel is implementing different payment
methods like Google pay, Paypal, Jaxx, Venmo, mobile wallet, Cash App etc. Thus these all are
effective in enhancing the sales and revenue of the business via providing easy and flexible
services to their customers. With the help of online payment method company can get payment
at the time of booking or can also receive payment at the end of using facilities of hotel (Ozturk
and et. al., 2016). The occurrence of mobile phones and accessible commercial services has
transformed the way an organization is transacted secured and settled around the industries,
involving hospitality sector. The global mobile payment market is valued at USD 816.50 Billion
in the year of 2018 and in future it is basically expected to reach at USD 5528.23 Billion by the
year of 2025 with the CAGR of 31.4% over the forecast period. A mobile payment is recognised
as the most appropriate way on making online mobile payment that is made for products and
services by an electronic device such as mobile phone, smartphone, tablet etc. In each sector of
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business mobile payment methods are increasingly applied for the purpose of providing easy
payment facilities to their customers. This facility is also used in the banking apps which allows
people to instant send money for their own purposes. Hotel Hilton London is a large chain of
hotels which have invested a million of dollars in the adoption of new and advance technologies
which are effective in providing benefits to the customers and fulfilling their desires as well
(Khalilzadeh, Ozturk and Bilgihan, 2017). The project of digital check in tools a lot time to roll
out and needs growth of special mobile application operations. The mobile application has
provide the facility like distribution channels and reservation system, in-room entertainment
applied to be a big intention for hotels to join a chain in the first stage, therefore, it often means
sacrificing near to 5 percent of revenue in franchising fees. In today's modern market scenario,
due to high crowed, businesses are focuses over using mobile phone applications for the purpose
of availing effective facilities to their customers.
(Source: The mobile Booking Trend of Luxury hotel, 2018)
https://www.eighty-days.com/2018/the-mobile-booking-trends-of-luxury-hotels/
The above mentioned chart shows the growing use of smart phones in the daily routine of
people, therefore, individual's are using mobile phones on a higher extent and in the context of
hospitality industry, the rate of smart phone users are increases at rapid basis. The smart of phone
user for making booking on luxury hotels are 2.32 in the year of 2017, which is now increases at
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Illustration 1: The Mobile booking trend of luxury hotel.

around 2.87 which shows a high increasing rage, therefore, this in turns in creating value for the
businesses in increasing the sales of hotels at market place.
The Mobile app of Hilton Hotel London is a part of brand loyalty, therefore, it is
considered as the most effective driver of hotel booking which brining around 20 percent of
booking all around the business. However, the sales of Hotel Hilton has increases via the
increasing use of mobile payment method (Cobanoglu and et. al., 2015). Thus, people are now a
day's are very much concern over using mobiles applications for the purpose of fulfilling their
different desires like shopping, travel, hotel booking etc. Although, Hotels are widely focuses
over using mobile payment facilities through developing mobile application for facilitating their
products and services to their potential customers. With the mobile application, Hilton’s 66
million members of its loyalty program can find and book rooms at more than 5,000 Hilton
hotels globally, including straight from in-app promotions. Guests can also view their past
activity, assemble their travel information, get access to free Wi-Fi and earn 500 extra Hilton
Honours Points for booking from the app. Thus, this in turns creating value for the Hilton Hotel
in increasing the sales and revenue of the hotel at market place. With the help of mobile payment
method, Hilton Hotel provide easy booking system and instant payment facilities on their books,
this may also valuable for the customers to reserve their booking and taking benefits of offers
and extra facilities (Parker, Van Alstyne and Choudary, 2016). The sales of the firm has
increased by the emergence of mobile payment method, thus it is beneficial for providing
comfortable facilities to the customers and it is creating value in increasing the satisfaction
among customers.
The appropriate ways through which development of hospitality sector can be raised.
In the recent years, the hospitality sector in the UK has experienced unprecedented
development, thus the research of British hospitality association has stated that, hospitality and
tourism is comprised of around 1,27,000 businesses and the industry is responsible for rendering
employment to about 1.6 million individual (Shim and Shin, 2016). Hospitality is the most
developing sector which increasing employment opportunities for the people in UK, which in
turns in creating value in developing the economic condition of the country. As per the views
expressed by Jos Schaap, 2017, smart tools and technologies has transform the way of executing
business, thus emergence of digital tools and technologies has made of execution of operations
more easy and reliable. Therefore, the hospitality sector is leading the charge in the adoption of
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smart business tools. The emergence of smart technologies plays a vital role in operations of the
business to guest experience and to marketing of business, therefore, smart mobile technologies
are effective in offering variety of cost saving opportunities and the ways of generating higher
revenue. However, in the context of luxury hotels, smart phone technologies like mobile
payment methods, booking, check in and check out etc. are effective in enabling the hotels to
reaching at the higher level of profitability by capturing a wider market. There are multiple
ways, the hospitality sector is leading the charge in the adoption of suitable parameters to raising
performance of hospitality industry, in which some are associated as under:
Emergence of Technology:
This is the most significant way which plays a vital role in the development of hospitality
businesses. Therefore, it basically provide access to the business to operate at global level and
attract customers via the effective facilities of the hotel. According to the opinion stated by John
Attala, 2019, The industry in hospitality sector are concern over using digital technologies like
smart energy management, big data protection, smart reserved parking, remote check in and
check out, mobile room keys, smart room service, mobile payment method etc. for the purpose
of gaining the attention of people towards the firm or its operations (Hilton and et. al., 2013).
Smart occupancy and thermostats sensors can assist and revert to fluctuations in occupancy,
therefore, smart energy management system applied effective machines learning algorithms in
respect to regularly analysing the historic thermodynamics, local weather pattern etc. This is
basically significant for the hotels to save the energy cost through up to 20 percent and generate
few of the fastest payback duration in the industry. Businesses in hospitality sector are also
concern over implementing cloud computing for the purpose of storage of manipulation of data
that are effective for the sack of business growth. In addition to this, hotels are also
implementing remote check in and check out facilities to their customers by the help of their
mobile devices, therefore, this is significant for the hotels to provide better customers services by
managing their staff and also save extra labour cost. In today's modern business environment,
hotels are offering guests room access through their smartphone app. This is effectual in saving
costs from printing environmentally harmful plastic key-cards and its eliminating the trouble of
maintaining key-card inventory that is prone to loss and change (Nadler, 2014). Furthermore,
mobile payment method is the most effective way of providing satisfaction to their customers in
making easy payments of their consumptions. Therefore, these all the are effective digital
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technologies and the implementation of these sources has raised the performance of hospitality
industry.
Professionalization: This refers as the another important way which could be effective in
increasing the development of hospitality industry. Therefore, hospitality is most leading service
sector, which is widely concern over generating higher satisfaction among the customers and it is
important for the hotels to increase professionalization in their workforce for the purpose of
fulfilling the desires of the customers at market place. In the context of hospitality industry,
professionalization is a major consideration as the hotels are concern over hiring well skilled and
experience staff members for the purpose of ensuring best delivery of products and services and
the better management of organisational operations (Ransley and Ingram, 2012).
Digitalised guest Experience: The growth of hospitality sector are not possible without guests
and for this, hoteliers are expected to see smart technology for providing shape to the future
expectation and experience of the customers. Mobile applications are significantly essential in
the way hotels manage the services they provide to their potential customers and can now control
may area of the guest cycle and experience.
http://www.investinuk.net/industry/hospitality-tourism/hospitality-tourism
https://www.hotelmanagement.net/tech/10-ways-smart-technology-reshaping-hotel-industry
https://www.hospitalitynet.org/opinion/4082246.html
https://hospitalityinsights.ehl.edu/2019-top-hospitality-trends
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Chapter 3: Research Methodology
Research Methodology is defined as an effective process or tool which is applied to
identify, chose, process and determine data in regards to a chosen subject area. In addition to
this, It also refers as the systematic, theoretical analysis of the research tools that are applied to a
selected area of study. It comprises the theoretical evaluation of the body of the research methods
or principles that are associated with a branch of knowledge (Sánchez-Ollero, García-Pozo and
Marchante-Mera, 2014). This section of research is imperative in assisting the overall activities
in right manner, the present research into consideration is based on analysing the potential
impact of of mobile payment platform on development of hospitality sector, therefore, the better
execution of investigation suitable selection of methodology is required. In the implementation
of an investigation it is the prior obligation of an investigator is to select the most suitable
strategy to leads the work in right manner to reaching at the key outcome, therefore, an
investigation is mainly based on a issue and it is being addressed via the help of gathering
information. This section of investigation is encompasses over multiple applications that are
significant to assist the work in right manner. The suitable methodologies for this present
investigation area associated as under:
Type of Investigation
In the execution of a research, the primary consideration of the researcher is to select the
most suitable type of investigation in respect to implementing the activities in appropriate
direction (Henderson, 2011). This part of research is mainly in-corporates over qualitative and
quantitative aspects, therefore, the major selection is based on the type of data accumulated by
the researcher in regards to a specific area of study. The description of these two aspects are
associated as below:
Qualitative Method:-
Qualitative method is a market research method that helps in gathering and obtaining the
non-numerical data by observation and conversational communication to target audience. This
method focuses upon “how” and “what” behaviour and perception people have in a particular
scenario (Rahman, Reynolds and Svaren, 2012). It is about determining how the audience takes
decisions with reference to a particular topic. By gathering such information a researcher get to
know more about his targeted market thinking regarding a topic. There are different ways to do
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qualitative research like an in-depth interview, content analysis, focus groups, ethnographic
research, case study research and etc.
Quantitative Method:-
Quantitative method of research is a method in which the researcher gathers the data in
numerical form. In this method the data collected is quantifiable i.e. it is in numbers (Basoglu,
Daim and Polat, 2014). The data which collected are then organise and then analyse through the
application of statistical, mathematical theories, or computational techniques. In this information
is mainly gathered through survey, social surveys, structured interview, experiment, official
statistics etc. These all are the authentic sources of gathering information.
In the context of this present research work, quantitative research is the most suitable
aspect of executing research in right manner to determine the area of analysing the potential
effects of mobile payment platform on development of hospitality sector with the support of
gathering information that are faced on original facts and figures. This tool is effective in
gathering information via the opinion and views analysis of people and concern over reaching at
the truth, which in turns in creating value in drawing a valid and reliable outcome. The study is
wide, which needs suitable information to drawn objectives that are being targeted at the initial
stage of the research (Daries and et. al., 2018).
Research Design:-
The set of methods and procedures used by the investigator to obtain such data for
collection are refer as research design. It is a framework or blueprint for the collection,
organising, measuring, and analysis of data. During research, researcher needs to gather the data
and information to solve research problems. There are 3 types of research design-
Exploratory Design- Exploratory research is a research conducted for a problem that was not
done before or very minimal research is available (Gupta, Dogra and George, 2018). As the
research problem is new, the research can be unstructured and informal.
Descriptive Design- It is a scientific method of study in which the behaviour of subject is
observe without any manipulation of any variables. It aims to describe a population or
phenomenon accurately and systematically. It is an appropriate choice when the researcher seeks
to identify trends, frequencies, and characteristics.
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Experimental Design- This method design is used to set an inter-relationship between 2
variables. It also helps in get the outcome from the very limited data. It involves the collecting
and analysing of data without changing existing conditions.
In the context of this present investigation, descriptive research design is being applied by
the researcher as it is effective for analysing the potential effects of mobile payment platform on
hospitality sector development, via the support of developing detailed analysis through observing
the opinion of people. Therefore, this is most effective approach of conducting quantitative
analysis through analysing the facts, figures and characters of a specific phenomenon (Huang
and Sun, 2014).
Research Approach:
This is additionally an another fundamental piece of research strategy as in this
investigator is having choice to choose most reasonable methodology so as to executing all
exploration exercises and tasks in compelling and effective way. An exploration can be
deductive or inductive in nature, thus deductive approach is mainly based on existing theory, and
then focused on designing a research strategy to test the hypothesis (Hudson, S. and et. al.,
2015). Therefore, it can be determined with the support of hypothesis that can be derived through
the proposition of the theory. On the other side, inductive research approach is basically starts
with observation and theories which are proposed towards the end of the investigation procedure
as the potential outcome of observation. However in an investigation the determination of
research approach depends on the type of research as the present research depends on
quantitative methods so in this examination deductive approach is being taken by researcher. As
this study is efficacious in providing relevant information in regards to the area of determining
the impact of mobile payment method over the development of hospitality sector, thus, This
methodology is fundamental for dissecting the information and data which depend on
quantitative methods and this likewise helps in aggregating conclusive outcome and result in
viable way.
Data Collection Tools:
Data collection refers as the most imperative area of an investigation, as it is the prior
obligation of the researcher is to select the most appropriate source of data collection to assist the
overall work in right manner to drawing valid and reliable results (Janta and Ladkin, 2013). This
15

section of investigation is mainly encompasses over primary and secondary source of data
collection. Therefore, The explanation of these two are associated as under:
Primary Data Collection tool: This introduced as the data which is gathered through the original
investigation as in this only first hand informations are gathered because it is specifically
conducted to gather information on a particular phenomena. Therefore, in this first hand
informations are gathered that are never being analysed before. Primary information is collected
through multiple ways like survey, interviews, observations, and ethnographic research etc. Thus
these sources are effective in gathering information that are real in nature (Katsoni, 2019).
Secondary data collection tool: The secondary information on other hand is represented as one
which is extracted from different sources such as journals, articles and other published materials.
Therefore, This source is mainly based on previous investigations as in this informations are
gathered by the past researches and this source is effective in assisting the whole investigation in
right manner to drawing valid and reliable results.
In the context of this present investigation work, both primary and secondary tools are
applied by the researcher as these two are significant for providing suitable information
regarding the area of determining the influence of mobile payment platform over the
development of hospitality industry. Primary research is effective in gathering information on the
basis of conducted survey via the support of developing questionnaire which covers aim and
objectives of this investigation and assist the work towards reaching at the key outcome (Kim
and Gatling, 2018). On the other side, secondary investigation is effective in conducting
literature via the support of books, journals, articles, past investigation etc. Therefore, this
examination is effective in developing the understanding of the others in relation to the chosen
phenomenon.
Data Sampling:
Data sampling is defined as the statistical evaluation tool which is used to select,
manipulate and determine a representative subset of information aspects to identify the patterns
and trends in the large data set which is being examined. This section of methodology is in-
consist over probabilistic and non-probabilistic sampling. Probabilistic sampling is refers as an
approach in which sample through a larger population are select via applying a tool based on
assorted statistical methods. Therefore, in this individual are select at random basis (Kizza,
2013). On the opposite side, non-probabilistic sampling is also defined as an approach where
16

information sample is analysed on the basis of subjective results of an analyst. In this individual's
are not select at random basis.
In this present investigation context, random sampling from the probabilistic tool is being
applied by the researcher as it is suitable in randomly select individual to from the employees of
Hilton Hotel London, as employees are more liable in providing appropriate information in
regards to the operations and progressions of the firm (Kourouthanassis and Giaglis, 2012).
Sampling basically replicates from the original population so the employees of the firm are liable
in providing suitable information in regards to the potential effects of mobile payment platform
on development of hospitality sector. In this sample size of 40 has been taken as it is a enough
range to accumulate information to draw valid and reliable outcome.
Ethical Consideration:
In the implementation of an investigation the primary obligation of the researcher is to
follow the research ethics and conduct them into the practical action for the purpose of attaining
investigation objectives. At the first researcher needs to ensure their respondents about the safety
and security of their personal data as the responsive are having the issue of unauthorised use of
personal information (Lai, 2015). Therefore, as per the code and conduct of the research ethics
the investigator needs to provide assurance to their respondents about maintaining confidentiality
of their data. Researcher also needs to maintain authenticity in their information as it is important
for the investigator to gather information from the appropriate sources so that outcome can be
attained. In addition to this, researcher also needs to design an appropriate time scale in respect
to assisting the overall investigation in systematic manner without facing any kind of issue or
conflicts.
17

Chapter 4: Data Analysis and Discussion
This is the most imperative recognised area of an investigation as it is effective in
identifying, cleansing, transforming and modelling information with the goal of discovering
useful information to reaching at the key results (Lei, Nicolau and Wang, 2019). In the case of
this present analysis, thematic analysis is being applied by the researcher as it is effective in
assisting the overall investigation in right manner to reaching at the key results, therefore, in this
themes are developed on the basis of the questions of the questionnaire.
Frequency Table
Questionnaire
Q1) Do you have an appropriate idea about mobile payment platform in the
context of hospitality industry?
Frequency
Yes 38
No 2
Q2) According to you, mobile payment method is effective for the growth and
development of hospitality industry?
Frequency
Yes 37
No 3
Q3) According to you, in today's modern scenario, which payment method is
mainly preferred by the customers within hospitality sector?
Frequency
Mobile payment platform 20
Cash payment 5
Card Payment 8
Gift card payment 7
Q4) According to you, what different platform of mobile payment are
implemented within the hospitality sector?
Frequency
Google Pay 20
Cash App 5
18

Mobile Wallet 7
Jaxx 4
PayPal 4
Q5) According to you, google pay and Mobile Wallet are the best suitable
mobile payment method which is significant for the growth of Hotel Hilton
London?
Frequency
Yes 32
No 8
Q6) As per your view, which kind of influence does mobile payment platform
have over the sales of the Hilton London?
Frequency
Positive 25
Negative 7
Neutral 8
Q7) According to you, mobile payment platform is effective for the development
of Hotel Hilton London?
Frequency
Yes 34
No 6
Q8) According to you, what are the key ways through which development of
hospitality sector can be raised?
Frequency
Emergence of Technology 30
Professionalization 4
Digitalised guest Experience 3
Smart Energy Management 3
Q9) According to you, what challenges are mainly faced by Hotel Hilton
London with the management of mobile payment platform?
Frequency
Trust issue 10
19

Risk to authentic information 15
Network breakdown 7
Credit and Debit card errors 8
Q10) According to you, what measures can be implement by Hotel Hilton to
strengthen security of mobile payment platform?
Frequency
Encryption 8
Auto-lock 15
Security Token 7
Spam alert 10
20

Thematic Analysis
Theme 1) Individual are having an appropriate idea about mobile payment platform in the
context of hospitality industry.
Q1) Do you have an appropriate idea about mobile payment platform in the
context of hospitality industry?
Frequency
Yes 38
No 2
Interpretation:
In this present exploration survey is being conducted among 40 respondents and, the
above given graph is represents the result in regarding to having an appropriate idea about
mobile payment platform in the context of hospitality industry. Therefore, 39 respondents are in
favour as they are having an appropriate knowledge regarding mobile payment method. Leftover
individuals are not in concern with the same as as they are not having any idea about the mobile
payment method.
21
38
2
Yes
No

Theme 2) The mobile payment method is effective for the growth and development of
hospitality industry.
Q2) According to you, mobile payment method is effective for the growth and
development of hospitality industry?
Frequency
Yes 37
No 3
Interpretation:
The description of the above given graph stated that, 37 out of 40 respondents are said
that the mobile payment method is effective for the growth and development of hospitality
industry, therefore, as per their opinion mobile payment method provides an easy access to the
customers to make payment as per their own choice. Thus this would be significant for the
growth and development of the business. Remaining people are not in favour with the same as
per their view mobile payment method is not much effective for the growth and development of
hospitality industry.
22
37
3
Yes
No

Theme 3) In today's modern scenario, different payment methods are mainly preferred by the
customers within hospitality sector.
Q3) According to you, in today's modern scenario, which payment method is
mainly preferred by the customers within hospitality sector?
Frequency
Mobile payment platform 20
Cash payment 5
Card Payment 8
Gift card payment 7
Interpretation:
According to the analysis of the survey report it has been evaluated that, 20 out of 40
respondents said that Mobile payment platform is the most appropriate tool for making payment
effectively and it is the most preferred source by customers within hospitality industry. 5 people
are in favour of Cash payment, 8 responsive select the option of Card Payment and remaining
people are in favour of Gift card payment. Therefore, majority of people are mainly preferring
mobile payment method as per their view it is the most appropriate tool for making effective
payment.
23
20
5
8
7
Mobile payment platform
Cash payment
Card Payment
Gift card payment

Theme 4) There are different platform of mobile payment that are implemented within the
hospitality sector.
Q4) According to you, what different platform of mobile payment are
implemented within the hospitality sector?
Frequency
Google Pay 20
Cash App 5
Mobile Wallet 7
Jaxx 4
PayPal 4
Interpretation:
From the detailed analysis of the project it has been determined that there are assorted
platform of mobile payment that are implemented within the hospitality sector. 20 out of 40
people are in favour of Google Pay, 5 respondents select Cash App, 7 people are in concern with
Mobile Wallet and remaining people are respectively in favour of Jaxx and PayPal, Therefore
people have their own choice and are using different method of payment platform as per their
own convenience.
24
20
5
7
44
Google Pay
Cash App
Mobile Wallet
Jaxx
PayPal

25

Theme 5) Google pay and Mobile Wallet are the best suitable mobile payment method which
are significant for the growth of Hotel Hilton London.
Q5) According to you, google pay and Mobile Wallet are the best suitable
mobile payment method which is significant for the growth of Hotel Hilton
London?
Frequency
Yes 32
No 8
Interpretation:
The above mentioned graph stated that, 32 out of 40 people said that Google pay and
Mobile Wallet are the best suitable mobile payment method which are significant for the growth
of Hotel Hilton London. As per their view, these two are the most preferred platform of the
customers for the purpose of making effective payment. On the other side remaining people are
not in favour with the same as per their view Google pay and Mobile Wallet are not that effective
method of attaining growth within Hotel Hilton.
26
32
8
Yes
No

Theme 6) There are different kind of influence does mobile payment platform have over the
sales of the Hilton London.
Q6) As per your view, which kind of influence does mobile payment platform
have over the sales of the Hilton London?
Frequency
Positive 25
Negative 7
Neutral 8
Interpretation:
According to the detailed analysis of the project it has been evaluated that, 25 out of 40
respondents said that mobile payment platform does have positive impact over the sales of the
Hilton London. Therefore, as per their view it is an effective way to provide easy and reliable
facility to their customers. 7 people are not in concern with the same as per their view mobile
payment platform does not have an effective positive impact over the performance of firm and
remaining people are neutral about the same as they are not providing any discussion.
27
25
7
8
Positive
Negative
Neutral

Theme 7) Mobile payment platform is effective for the development of Hotel Hilton London.
Q7) According to you, mobile payment platform is effective for the development
of Hotel Hilton London?
Frequency
Yes 34
No 6
Interpretation:
In this present research, study is conducted over analysing the effectiveness of Mobile
payment platform for the development of Hotel Hilton London. Therefore, the survey is being
conducted among 40 respondents and out of that 34 people said that Mobile payment platform is
effective for the development of Hotel Hilton London and remaining people are not in favour
with the same as per their view the development of Hilton does not based on mobile payment
method.
28
34
6
Yes
No

Theme 8) There are assorted key ways through which development of hospitality sector can be
raised.
Q8) According to you, what are the key ways through which development of
hospitality sector can be raised?
Frequency
Emergence of Technology 30
Professionalization 4
Digitalised guest Experience 3
Smart Energy Management 3
Interpretation:
According to the detailed analysis of the project it has been evaluated that There are
different key ways through which development of hospitality sector can be raised. 30 out of 40
people are select the option of Emergence of Technology, 4 people go with Professionalization, 3
responsive in favour of Digitalised guest Experience and leftover people are in favour of Smart
Energy Management.
29
30
4
3
3
Emergence of Technology
Professionalization
Digitalised guest Experience
Smart Energy Management

Theme 9) There are multiple challenges that are faced by Hotel Hilton London with the
management of mobile payment platform.
Q9) According to you, what challenges are mainly faced by Hotel Hilton
London with the management of mobile payment platform?
Frequency
Trust issue 10
Risk to authentic information 15
Network breakdown 7
Credit and Debit card errors 8
Interpretation:
From the analysis of the survey report it has been evaluated that there are multiple
challenges that are faced by Hotel Hilton London with the management of mobile payment
platform. 10 out of 40 respondents are in favour of Trust issue, 15 people are go with Risk to
authentic information, 7 responsive are in concern of Network breakdown and remaining people
are in favour of Credit and Debit card errors.
30
10
15
7
8
Trust issue
Risk to authentic information
Network breakdown
Credit and Debit card errors

Theme 10) There are different measures that can be implemented by the Hotel Hilton to
strengthen security of mobile payment platform.
Q10) According to you, what measures can be implement by Hotel Hilton to
strengthen security of mobile payment platform?
Frequency
Encryption 8
Auto-lock 15
Security Token 7
Spam alert 10
Interpretation:
As per the detailed analysis of the project it has been interpreted that there are different
measures that can be implemented by the Hotel Hilton to strengthen security of mobile payment
platform. 8 out of 40 people are in favour of Encryption, 15 respondents are in favour of Auto-
lock, 7 responsive are go with Security Token and remaining are in favour of Spam alert.
31
8
15
7
10
Encryption
Auto-lock
Security Token
Spam alert

Chapter 5: Conclusion and Recommendation
Conclusion
From the in-depth analysis of the project it has been concluded that, mobile payment
platform has an effective influence on hospitality sector development, therefore, mobile payment
method is recognised to the the most suitable tool for providing easy and comfortable payment
facility to their customers for the purpose of developing the performance at market place. In
today's modern era, the living of individual is very much based on the digital tools and
technologies and now people are preferring mobile payment platform instead of using cash.
Therefore, this is effective for the businesses to transform their operations into new technologies
for the purpose of attaining higher growth and success. As per the detailed evaluation of the
project it has also been discussed that, businesses in hospitality industry are concern over
implementing effective payment methods for the purpose of rendering easy and comfortable
zone to make payments. In addition to this, hotels are mainly providing mobile payment platform
or online means of payment for the purpose of rendering opportunities to the individual to make
their payments as per their own convince and this may also create value in developing the growth
of business within commercial centre.
Recommendation
After going through the entire discussion over the area of analysing the impact of mobile
payment platform on hospitality sector development, it has been recommended that, Hilton
London is a large multinational hotel chain which should analyse the needs and wants of
customers in respect to rendering them effective and beneficial facilities to their customers. As a
well reputed hotel industry company should provide multiple payment facilities to their
customers for the purpose of retaining them for longer run of business operations. From the
analysis of the survey it has been analysed that, in the hospitality industry mobile payment
platform is considered to be the most preferred source of customers, therefore, Hilton is a well
reputed hospitality industry within UK and it has been recommended to Hilton London that,
company should feature mobile payment platform for the intention of grabbing the attention of
customers towards the offerings of the firm, However, in today's modern scenario people are
very much concern over their comfort regarding payment facilities and mobile payment platform
is recognised to be the best means of making payment. Company should also indulge online
32

payment tools like google, pay, mobile wallet, Paypal, Jaxx, Cash App etc. for the purpose of
providing variety of options to the customers to make payment on their consumptions. As per
the analysis of the report it has also been suggested to Hilton Hotel that company should
implement Auto-lock measure for the purpose of strengthen the security of mobile payment
platform for providing assurance in regards to the safety and security of their private
information.
33

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37

Appendix
Questionnaire
Name:
Age:
Gender:
Email:
Q1) Do you have an appropriate idea about mobile payment platform in the context of
hospitality industry?
Yes
No
Q2) According to you, mobile payment method is effective for the growth and development of
hospitality industry?
Yes
No
Q3) According to you, in today's modern scenario, which payment method is mainly
preferred by the customers within hospitality sector?
Mobile payment platform
Cash payment
Card Payment
Gift card payment
Q4) According to you, what different platform of mobile payment are implemented within the
hospitality sector?
Google Pay
Cash App
Mobile Wallet
Jaxx
PayPal
Q5) According to you, google pay and Mobile Wallet are the best suitable mobile payment
method which is significant for the growth of Hotel Hilton London?
Yes
38

No
Q6) As per your view, which kind of influence does mobile payment platform have over the
sales of the Hilton London?
Positive
Negative
Neutral
Q7) According to you, mobile payment platform is effective for the development of Hotel
Hilton London?
Yes
No
Q8) According to you, what are the key ways through which development of hospitality
sector can be raised?
Emergence of Technology
Professionalization
Digitalised guest Experience
Smart Energy Management
Q9) According to you, what challenges are mainly faced by Hotel Hilton London with the
management of mobile payment platform?
Trust issue
Risk to authentic information
Network breakdown
Credit and Debit card errors
Q10) According to you, what measures can be implement by Hotel Hilton to strengthen
security of mobile payment platform?
Encryption
Auto-lock
Security Token
Spam alert
Q11) Provide recommendation to the Hotel Hilton London to attain higher development and
growth.
39

40