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Analysis of the Impact on Consumer Satisfaction, Behaviour and Attitudes by Using Eco-Friendly Practices and Products in the Hospitality Industry: A Cars Study of Hilton Hotel

Harvard, 12000 Words

Abstract

Hilton Hotel is the brands in the Hospitality Industry. Hilton Hotel highly emphasized the customer satisfaction. Today the organization is facing extreme competition in the Hospitality industry. It is generally recognized that, Hospitality Industry depends on the customer satisfaction, behaviour and attitudes. Hilton Hotel is always trying to ensure the customer satisfaction by creating eco friendly practice and products.

This research is collected data from 100 Hilton Hotel customers that making a significant outcome on the customer’s demands and desire. And also find out the customers satisfaction elements or indicator that assists to create eco friendly relation. This research uses appropriate tools and techniques for data collection and analysis the data. The researcher is also maintaining the ethical standards framework of this research. The researcher is      rationalizing all methods for ensuring the appropriateness of the research.

 

 

 

 

 

 

 

 

 

 

 

 

Table of Contents

 

Acknowledgement

Declaration

Abstract

1        CHAPTER 1: INTRODUCTON

1.1       Introduction:

1.2       Background of the Study

1.3       Rationale of the Study

1.4       Research Aim, Objective, Question and Hypothesis

1.4.1        Research Aim

1.4.2        Research Objectives

1.4.3        Research questions

1.5       Structure of the research

2        CHAPLTER 2 LITERATURE REVIEW

2.1 Introduction:

2.2 Brief history of the Hospitality Industry

2.3 Brief History Hilton Hotel:

2.4 Quality Services:

2.5 Quality Services process:

2.5.1 Attract New Customer:

2.5.2 Cost Real Money

2.5.3 Understand the Customer Needs and Demands

2.5.4 Products Design:

2.5.5 Consisting of the Customer Services

2.5.6 Employees are customers too:

2.5.7 Communication Chanel:

2.5.8:  Every Customer Contract is an Opportunity to Shine

2.5.9 People Expectation for Good Services

2.6 Quality Services Determination

2.7 Customer Satisfaction

2.8 Customer Perception:

2.9 Conceptual Framework:

3        CHAPTERS: 3 RESEARCH DESIGN AND METHODOLOGY

3.1 Introduction:

3.2 Types of Investigation

3.3 Research Philosophy

3.3.1 Justification of the Choosing Research Philosophy:

3.4 Research Approach:

3.4.1 Justification for Choosing Research Approach

3.5 Research Design

3.5.1 Justification for Choosing Research Design:

3.6 Research Method:

3.6.1 Justification for Choosing Research Method

3.7 Data Collection Method:

3.8 Sampling Methods and Sampling Size

3.9 Accessibility Issues

3.10Ethical Issues:

3.11Data Analysis Plan

3.12 Limitations of the Research

4        CHAPTER 4      RESUTS, ANALYSIS AND DISCUSSION

4.1 Introduction:

4.2 Finding the Questionnaire Survey:

4.3 Question Analysis and Research Finding:

4.4 Consequence from the finding:

5        CHAPTER 5: CONCLUSION AND RECOMMENDATION

5.1 Concluding Remark:

5.2       Links with the Research Objectives

5.2.1 To examine the significance of ensuring superior customer service:

5.2.2 To analyse the factors those influence consumer satisfaction.

5.2.3To determines the impact on consumer satisfaction, behaviour and attitudes by using eco-friendly practices in Hilton Hotel.

5.2.4 Role of Staff to Create Eco Friendly Relation.

5.3       Recommendation:

5.4 Research Limitation

5.5       Further Researcher Scope

6        Reference and Bibliography

7        Appendix