Impact of Service Quality on Customer Satisfaction: Grosvenor House

This research project investigates the impact of service quality on customer satisfaction within the hospitality industry, using Grosvenor House Hotel as a case study. The research aims to assess the effect of service quality on customer satisfaction, identify the impact of service quality on profit margins and costs, and measure the revenue generated from good service quality. The methodology includes a descriptive research design, an inductive approach, and data collection from primary and secondary sources, with a sample size of 40 customers. Data analysis employs a qualitative technique, exploring themes such as customer visitation frequency, preferred facilities, staff service perceptions, preference for customized services, and the need for quick problem-solving. The report provides recommendations to improve service quality, emphasizing customer satisfaction, the use of data for improvement, increased communication, and prioritizing customer needs. References include sources on participatory research, brand equity, consumer loyalty, and research methodologies.

To assess the impact of service quality on
customer satisfaction within hospitality
industry: the case study of “Grosvenor House
Hotel”
Research project

Research aim and objectives
Aim of research:
To assess the impact of service quality on customer satisfaction within
hospitality industry: the case study of “Grosvenor House Hotel”
Objectives of research
 To find out the effect of the customer quality on the customer's satisfaction.
 To identify various outcome of this service quality on the profit margin and
cost of the company.
 To measure and assess the amount of revenue generated from good quality of
service.
 To recommend ways how can the service quality can be improved ion a more
efficient manner.

Research Methodology
Research design: Descriptive concept
 Research approach: Inductive approach
Data collection: Primary and secondary sources
of data collection
Sampling: Simple Random sampling
Sample Size: 40 respondent were selected
(Customers of Grosvenor House Hotel)
Data analysis: Qualitative technique

Theme 1: Once in every year individual prefer to visit the Grosvenor House Hotel
Once a year Occasionally Not so often
0
5
10
15
20
25
Column C

Theme 2: There are various facilities that are preferred by
individual for selecting Grosvenor House Hotel.
Conciered facilities All of the above
0 5 10 15 20 25 30
Column D

Theme 3: Consumer thinks that services provided by
Grosvenor House Hotel staff helps in gratifying their
expectation.
Absolutely
Depends
Not at all
0 5 10 15 20 25 30 35
Column B

Theme 4: Customized services are preferred by individual
apart from accommodation service.
Customized services Room service Special assistance given by
front desk employees
Recreation centres
0
2
4
6
8
10
12
14
16
18
20
Column F

Theme 5: Quick problem solving is required to be involved
within apartment hotel staff within coming times.
Enhancing catering and room service
0 2 4 6 8 10 12 14 16 18
Column E

RECOMMENDATIONS:
 It is recommanded that the quality of service need to be improved and focused
should only be on the customers and their satisfaction.
 Whole of the research should be used and conducted on very true bases. The
data can be used to improve the quality of work, increased in profits and thus
increasing the customer satisfaction in hospitality industry.
 It is also recommanded that use of communication must be increased the
customer should be given priority in the industry so that the working can be
improved.

REFERENCES
Bergold, J. and Thomas, S., 2012. Participatory research methods: A
methodological approach in motion. Historical Social Research/Historische
Sozialforschung, pp.191-222.
Çifci, S. and et.al., 2016. A cross validation of Consumer-Based Brand Equity
models: Driving customer equity in retail brands. Journal of Business
Research. 69(9). pp.3740-3747.
Dias, V.D.V. and et.al., 2016. Scale of consumer loyalty for organic food. British
Food Journal. 118(3). pp.697-713.
Drake, P. and Heath, L., 2010. Practitioner research at doctoral level:
Developing coherent research methodologies. Routledge.

Theme 6: Most of the participants are willingly to visit the
hotel again.
Yes No Not sure
0
5
10
15
20
25
30
35
Column B