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Introduction to Research - Essay Example

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Introduction to Research Name of the Student Educational Institution Introduction to Research Review of Literature Today hospitality management is a challenge since there is a lot of competition prevailing in this area of business. In recent times, it has been found that hotels focus on their respective hotel facilities management and service which is because of their large investments involved in the business and the problems they have to bear after not coming up to right needs and wants of the clients…
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Introduction to Research

Download file to see previous pages... The study will analyze in which manner the hotel is meeting customers’ expectations and which facilities are more important from the customers’ point of view from improvement perspective (Dolnicar & Otter, 2003). For a hotel to survive in a competitive environment, it is a must that the hotel meets customers’ needs and wants and their probable expectations. In a hotel quality means that the facilities and services are according to customer’s satisfaction. The more the visitors are satisfied with the services, the greater is the chance of hotel’s promotion in a competitive environment (Naseem, Ejaz, & Malik, 2011). According to the study conducted by Sriyam (2010), there are several types of facilities that are provided by hotels to their customers. First thing to include is the type of room like deluxe, Superior or executive classroom, Family suite or Grand suite respectively. Among dining services, a hotel should include Italian cappuccino, The M-Cafe experience of Thai or Chinese food, continental food, and additional services of fruits and beverages that is a value adding option. A must-include service in a hotel is recreational activities like swimming pool, gymnasium, spa, or a sports ground for outdoor facilitation (Sriyam, 2010). Purpose of the Study Griffith University Hotel is a regional hotel, which offers services for two types of clients, business travelers and pleasure travelers. The purpose of this study is to access and evaluate the current structure of the facilities offered by the hotel. The evaluation is to be done based on the importance and performance attributes. Those facilities that are important in customers’ point of opinion and those that meet customers’ expectations are to be analyzed. This will provide a sketch of an idea which facilities are more important and which need improvement in the Griffith University Hotel service. The Research Method The method of research was based on quantitative analysis in which the hired manager designed a questionnaire following 17 facilities of the hotel. The 17 features include the express check in, checkout, valet parking, recreational activities, family restaurant or room service etc. There were two categories of respondents from whom the interviews got conducted: the categories of business travelers and pleasure travelers respectively. Summary of Findings In total 264 travelers were selected as respondents for the analysis, out of which 118 were pleasure traveler respondents and 146 were business traveler respondents. This was to evaluate and compare their responses on 18 hotel facilities in order to get an idea which facility is more important and which needs further improvement. The criterion to judge facilities was based on two things, importance and performance that were set to compare important facilities with achieved performance facilities. This was all to bring improvements in facility structure of Griffith University Hotel, which needs to be improved in terms of operation and more importantly with respect to clients’ perspective. Research Questions Out of 18 facilities, which facilities are more significant from clients’ ...Download file to see next pagesRead More
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