Analysis of Quality Services in Hospitality: Savoy Hotel Case Study

This research proposal aims to analyze the importance of quality services within the hospitality industry, with a specific focus on the Savoy Hotel. The study's rationale highlights quality as a crucial factor for business success, emphasizing its role in enhancing service effectiveness and attracting customers. The research will explore the importance of quality facets at the Savoy Hotel, a luxury establishment, and aims to identify ways to enhance these services and their impact on hotel performance. The research objectives include analyzing the importance of quality services, identifying enhancement strategies, assessing the contribution of quality to hotel performance, and recommending improvement strategies. The methodology involves both primary and secondary data collection, utilizing surveys and questionnaires with 20 employees of the Savoy Hotel, along with literature review from books, articles, and journals. An interpretivism philosophy and an inductive research approach will be employed, with thematic analysis and qualitative data analysis techniques. The proposal also includes a list of key references.

Research Proposal
TASK 1 PRESENTATION

Project Title
To analyse the importance of quality
services in hospitality industry: A case
study on Savoy hotel.

Research rationale
■ Quality is regarded as the most essential aspect of the business organization that involves the use of suitable methods
and ways through which value of services can be enhanced.
■ Quality is a much more comprehensive term which is usually used at the time of enhancing the effectiveness of
services and it also aids in grabbing the attention of customers on higher extent.
■ Thus, in this respect the present research study will be emphasizing on importance of quality facets for hospitality
industry.
■ Regarding this, researcher will be focusing on Savoy hotel which is a luxury hotel located in the Strand of Westminster
in central London, England.

Contd..
■ The subsequent hotel is the first luxury hotel in Britain which has the provision of luxury services.
■ The hotel has also established an unprecedented standard of quality in hotel service which aids in maximizing
the attention of customers in different ways.
■ In the present research study, researcher will laid focus on importance of quality facets through which
numerous benefits can be acquired.
■ At the same time, researcher will also use diverse secondary sources to complete the section of literature
review.
■ The study holds crucial importance since it will describe all the aspects that lies under quality standards

Research aim and objective
Aim
■ Main aim of the present research study is to analyse the importance of quality services in hospitality industry: A case study on Savoy hotel. For the present research work,
researcher will be emphasizing on Savoy hotel because it is a luxury hotel; hence the importance of quality dimensions will be analysed effectually in the research study.
Objectives
■ Several objectives will be framed in the research work so as to give appropriate direction to the research work. Research objectives will be developed so that researcher can
specify all the aspects that are related to the research study. Objectives for the present study are discussed as under:
■ To analyse the importance of quality services in hospitality industry
■ To ascertain the ways through which quality services can be enhanced
■ To identify the contribution of quality services on performance of hotel
■ To recommend the strategies through which quality services can be improved

Research questions:
Research questions will be framed in the research study for the purpose of collecting appropriate
data about the subject matter. Researcher always includes research questions in the research work
so as to segregate the study in different areas and also to find out the suitability of the subject
matter. Research questions for the subsequent study are being mentioned as follows:
■ What is the importance of quality services in hospitality industry
■ What are the ways that enhances the quality services in hospitality industry?
■ What is the contribution of quality services on performance of hotels?

Research philosophy
■ Research philosophy specifically deals with the source, nature and development of knowledge. It is chiefly
used in the research procedure because it aids researcher to enhance the scope of knowledge and at the same
time, it also assists in completing the study with knowledgeable aspects.
■ In this respect the present research study will be using Interpretivism philosophy because that will allow the
researcher to interpret research elements in the study on diverse basis. Further, it will also be used because it
will assist the researcher to focus more on social phenomenon.
■ Thus, for the study, chief consideration will be given towards employing multiple methods for the purpose
of solving diverse aspects of the research study.

Methodology
■ The most important aspects of the research study is research methodology section in which researcher
specifies different methods and tools that aids in reaching towards the basic aim of the study.
■ Thus, specifying the methods, researcher will be using both the sources (primary and secondary) of data
collection. Under primary source, data will be collected through conducting survey and questionnaire will be
provided to the participants through emails. However, on the other hand, under secondary source research
will be using books, articles and journals that will assist in completing the section of literature review.
■ Inductive research approach will also be selected because it initiates with observations and at the end theories
are proposed through association with research process.

Contd..
■ Sample size will be determined on the basis of random sampling technique and sample
size for the present research study will be 20 employees of Savoy hotel. They will be
provided questionnaire.
■ Further, order to analyse data, researcher will be selecting Qualitative technique so that
on the basis of Thematic analysis, each and every aspect of collected data will discussed
prominently.
■ In addition to this, pie charts tables and graphs will also be prepared simultaneously.

REFERENCES
■ Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research project. Sage.
■ Panneerselvam, R., 2014. Research methodology. PHI Learning Pvt. Ltd.
■ Pyzdek, T. and Keller, P., 2012. The Handbook for Quality Management: A Complete Guide to Operational Experience. 2nded. McGraw Hill
Professional.
■ Smith, J. A. ed., 2015. Qualitative psychology: A practical guide to research methods. Sage.
■ Taylor, S.J., Bogdan, R. and DeVault, M., 2015. Introduction to qualitative research methods: A guidebook and resource. John Wiley & Sons.
■ Tellis, G. and Johnson, J., 2007. The Value of Quality. Marketing Science. 26(6). pp. 758-773.
■ Vaioleti, T. M., 2016. Talanoa research methodology: A developing position on Pacific research. Waikato Journal of Education. 12(1).