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. The subsequent chapters provide a comprehensive literature review, exploring various mobile payment platforms within the hospitality sector, including Google Pay and other methods. The methodology chapter outlines the research design, data collection methods, and analysis techniques used. The data analysis and discussion chapter presents and interprets the collected data, relating it to the research objectives and questions. Finally, the report concludes with a summary of the findings, recommendations for Hilton London, and suggestions for future research, supported by relevant references and appendices. The research highlights the importance of mobile payment for the growth and success of hospitality businesses and provides insights into the advantages and disadvantages of utilizing such platforms.

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.