Information and Communication Technology (ICT) and Customer Service: A Study of How Hotel Managers and Employees Perceive the Impact of the Application of ICT in Room Division and Food and Beverage Department on the Quality of Customer Service and Customer Retention
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This research will explore and assess the used ICT and their impact on the performance of the Food and Beverage Department and Room Division of hotels from the perspective of employees. This research will examine (a) whether employees think that ICT is functioning in the two departments, and (b) whether they think that ICT has changed the manner customer service is provided and if retention of customer loyalty has been reinforced. Both quantitative—self-administered questionnaires—and qualitative—in-depth interviews—methods will be used as the study tries to find out observations, opinions, and views of line employees and managers.
ICT provides numerous benefits for hotels. One of the most important benefits is improvement in customer service and customer retention due to the likelihood of direct and close communication with the customers. This study will look at the use of ICT in room division department and food and beverage department. As reported by Ham and colleagues (2005), because ICT has been evident to significantly affect competition, hotels have extensively depended on ICT to enhance customer service and customer satisfaction. Numerous researchers have discovered that there is positive correlation between application of ICT and quality of customer service. This study will examine how the room division department uses ICT to provide personalised customer care. Likewise, this study will examine how the food and beverage department employs ICT to provide premium food and service, manage bars, restaurants, and so on. After exploring how the room division department and food and beverage department use ICT, the research will examine how line employees and managers perceive the application of ICT in these departments and its impact on customer service and customer retention.
Hospitality is service-oriented in nature, with its own unique attributes which
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(Information Communication Technology Research Proposal)
“Information Communication Technology Research Proposal”, n.d. https://studentshare.org/tourism/1622092-information-communication-technology.
According to the paper compared to the pre-industrial era, the current society exists in an error of disintegration and erosion of social values. Technological advancement is the main reason behind this development and still threatens to worsen things if not observed carefully. The development in technology has witnessed maturity of digital children who do not have any sense of social principles.
Name Tutor Course College Date Information communication technology, (ICT) has enabled skilled personnel to work from home or any other geographical area of preference without necessary converging at the office. It is no longer a necessity to be at the office to access company’s resources or keep in touch with coworkers.
The researcher will use descriptive quantitative research in gathering the data. Questionnaires will be prepared and sent to the corresponding teachers who successfully finished the programme and obtained the license to teach the same.
The teaching of Information communication technology to groups of students through classroom instruction is of essence for learners to cope with the needs of the 21st century lifestyle and business ways after graduation.
Without such systems, recording and processing business transactions would consume huge amounts of an organization's resources. This collection of processed transactions also forms a storehouse of data invaluable to decision making. The ultimate goal is to satisfy customers and provide a competitive advantage by reducing costs and improving service." (Stair & Reynolds, 2008, p.
“ICT tools can be used to find, explore, analyze, exchange and present information responsibly and without discrimination. ICT can be employed to give users quick access to ideas and experiences from a wide range of people, communities and cultures.”(Rice, MF 2005)
To omit these ambiguities from mind, a detail research will be held on Information Technology and its different projects. Reasons for the project failures and their sufficient deeds for its avoidance are kept in focus while discussions and consultations with project managers and other resources likes books and Internet.
As the report declares Information Communication Technology is playing a vital role in the institutions in the form of improving the overall performance of the students. ICT has provided different advantages or facilities at institute level which help in enhancing the capabilities of student in academic and research work.
At the end of the research we would evaluate that whether IT has improvised the banking sector and helped it to prosper or is the cause of major threats that the banking sector is working to reduce.
1.1 Banking can be defined as a business of borrowing, keeping and
2 Pages(500 words)Research Proposal
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